A company has two types of cases: 'Incident' and 'Request'. They want to use a single main form for both types, but the 'Resolution' field should be required only for 'Incident' cases. They also want to hide the 'Request Type' field for 'Incident' cases. What should you configure?

Create two separate forms, one for Incident and one for Request, and assign them based on the Case Type.

Use a business process flow to require the Resolution field for Incident cases and hide the Request Type field.

Set the Resolution field as required in the column properties and hide the Request Type field using a view.

Use business rules on the main form to set the 'Resolution' field as required when the Case Type is Incident, and hide the 'Request Type' field when the Case Type is Incident.

A support team sends a standard acknowledgment email when a case is created. The email must include the customer's name, the case title, and the case number. The manager wants to ensure all agents use the same template and that the template is easy to maintain. What should you configure?

Create a global email template with placeholders for the customer name, case title, and case number, and share it with all agents.

Create a workflow that sends an email using a static text body with the case details hardcoded.

Create a personal email template and instruct agents to copy it into their own templates.

Create a case-specific email template with placeholders for the customer name, case title, and case number, and set it as the default template for the Case table.

A company has an existing email template for case responses that includes the case title and customer name. They now need to add the case number and ensure the template is available for all agents. What should you configure?

Edit the existing template to add the case number placeholder and publish it.

Use a workflow to add the case number to the email body after sending.

Create a new template with the case number and delete the old one.

Edit the template in a personal view and share it with the team.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 3Objective 1

Configure the Data Model and UI Components MB-230 Practice Questions (Page 4)

Part of the Extend Customer Service domain, which accounts for 15–20% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~6–13 in this domain), expect 3–7 from this objective — we provide 40 practice questions to prepare you well beyond it. (estimate)

40questions here

8free pages

15concepts

15–20%of the exam

Questions 16–20

16expert · hard
A company has two types of cases: 'Incident' and 'Request'. They want to use a single main form for both types, but the 'Resolution' field should be required only for 'Incident' cases. They also want to hide the 'Request Type' field for 'Incident' cases. What should you configure?
Select an answer first
17application · medium
A support team sends a standard acknowledgment email when a case is created. The email must include the customer's name, the case title, and the case number. The manager wants to ensure all agents use the same template and that the template is easy to maintain. What should you configure?
Select an answer first
18application · medium
A company has an existing email template for case responses that includes the case title and customer name. They now need to add the case number and ensure the template is available for all agents. What should you configure?
Select an answer first
19foundation · easy
Which component must be enabled for Dataverse search to work in a model-driven app?
Select an answer first
20foundation · easy
A functional consultant needs to create a new form for the Case table in Dynamics 365 Customer Service. Which component is the primary container for organizing form elements into logical groups?
Select an answer first

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Configure the Data Model and UI Components MB-230 Practice Questions (Page 4)

Questions 16–20

A company has two types of cases: 'Incident' and 'Request'. They want to use a single main form for both types, but the 'Resolution' field should be required only for 'Incident' cases. They also want to hide the 'Request Type' field for 'Incident' cases. What should you configure?

A support team sends a standard acknowledgment email when a case is created. The email must include the customer's name, the case title, and the case number. The manager wants to ensure all agents use the same template and that the template is easy to maintain. What should you configure?

A company has an existing email template for case responses that includes the case title and customer name. They now need to add the case number and ensure the template is available for all agents. What should you configure?

Which component must be enabled for Dataverse search to work in a model-driven app?

A functional consultant needs to create a new form for the Case table in Dynamics 365 Customer Service. Which component is the primary container for organizing form elements into logical groups?

Keep studying — Extend Customer Service