A customer service manager notices that some representatives can delete cases, but they should only be able to close them. What should the administrator do to fix this?

Create a new Record Creation Rule

Modify the security role permissions for the representatives

Change the case resolution configuration

What is the purpose of managing security roles in Dynamics 365 Customer Service?

To customize the case resolution process

To ensure users have the appropriate permissions for their job functions

To configure the timeline control

To automate the creation of case records

What is the main difference between Record Creation Rules and Record Update Rules in Dynamics 365 Customer Service?

Creation rules are triggered by emails; update rules are triggered by phone calls

Creation rules create new records; update rules modify existing records

Creation rules require workflow; update rules require Power Automate

Creation rules are for cases only; update rules are for all record types

A new support agent needs to be able to create and edit cases, but should not be able to delete cases or view the 'Internal Notes' field. The administrator wants to achieve this with the least administrative effort. What should you do?

Create a custom security role based on the 'Customer Service Representative' role, remove the delete privilege on the Case entity, and set field-level security to deny read access to 'Internal Notes'.

Use a record creation rule to automatically create cases for the agent and do not assign any security role.

Assign the agent the 'Customer Service Manager' role and rely on the manager role's default privileges.

Create a new security role with only the 'Create' privilege on the Case entity and no other privileges.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 1

Define and Configure Foundational Customer Service Components MB-230 Practice Questions (Page 4)

Part of the Manage cases in Customer Service domain, which accounts for 51–55% of the MB-230 exam. Microsoft does not publish an official question count, but from its 100-minute exam (~40–65 total, ~20–36 in this domain), expect 4–7 from this objective — we provide 36 practice questions to prepare you well beyond it. (estimate)

36questions here

8free pages

10concepts

51–55%of the exam

Questions 16–20

16foundation · easy
An administrator wants to show a compact summary of key case information directly in the timeline. What should they configure?
Select an answer first
17foundation · easy
A customer service manager notices that some representatives can delete cases, but they should only be able to close them. What should the administrator do to fix this?
Select an answer first
18foundation · easy
What is the purpose of managing security roles in Dynamics 365 Customer Service?
Select an answer first
19foundation · easy
What is the main difference between Record Creation Rules and Record Update Rules in Dynamics 365 Customer Service?
Select an answer first
20application · medium
A new support agent needs to be able to create and edit cases, but should not be able to delete cases or view the 'Internal Notes' field. The administrator wants to achieve this with the least administrative effort. What should you do?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to MB-230

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Microsoft. “MB-230” is a trademark of its owner, used for identification only.