What is the purpose of creating a custom view in the Inbox?

To configure the routing rules for incoming conversations

To define the layout of the session tabs for an interaction

To set up automatic responses for common customer queries

To display a filtered set of records based on specific criteria, such as priority or status

Your organization wants agents to have a session that opens with a case form, a timeline, and a related records list. Currently, the session opens with only the case form. You need to add the timeline and related records list to the session. What should you configure?

Edit the session template to add the timeline and related records list as application tabs.

Create a new experience profile and assign it to the agents.

Use the Inbox settings to add the timeline and related records list.

Edit the case form to include the timeline and related records list.

A company has two types of agents: regular agents and supervisors. Supervisors need a session template that includes a dashboard tab, while regular agents do not. You need to ensure supervisors get the dashboard tab when they open a session, without affecting regular agents. What should you configure?

Add the dashboard tab to the existing session template and instruct supervisors to open it manually.

Create a new session template and assign it directly to the supervisor's user account.

Create a separate experience profile for supervisors and assign it to their security role, with a session template that includes the dashboard tab.

Use the Inbox settings to show the dashboard only for supervisors.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 2Objective 3

Configure the Copilot Service Workspace MB-230 Practice Questions (Page 5)

Part of the Configure representative experience and routing domain, which accounts for 25–30% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~10–20 in this domain), expect 3–7 from this objective — we provide 23 practice questions to prepare you well beyond it. (estimate)

23questions here

5free pages

5concepts

25–30%of the exam

Questions 21–23

21foundation · easy
What is the purpose of creating a custom view in the Inbox?
Select an answer first
22application · medium
Your organization wants agents to have a session that opens with a case form, a timeline, and a related records list. Currently, the session opens with only the case form. You need to add the timeline and related records list to the session. What should you configure?
Select an answer first
23application · medium
A company has two types of agents: regular agents and supervisors. Supervisors need a session template that includes a dashboard tab, while regular agents do not. You need to ensure supervisors get the dashboard tab when they open a session, without affecting regular agents. What should you configure?
Select an answer first

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Configure the Copilot Service Workspace MB-230 Practice Questions (Page 5)

Questions 21–23

What is the purpose of creating a custom view in the Inbox?

Your organization wants agents to have a session that opens with a case form, a timeline, and a related records list. Currently, the session opens with only the case form. You need to add the timeline and related records list to the session. What should you configure?

Keep studying — Configure representative experience and routing