A support team wants 'Ask a Question' to return answers from both the internal knowledge base and an external SharePoint site that contains product manuals. They also want to exclude any content from a deprecated FAQ page. What should you configure?

Add SharePoint as a knowledge source and configure content filtering to exclude the FAQ page.

Configure timeline summaries to display SharePoint content.

Create a case summary that includes SharePoint content.

Enable 'Draft a Response' and use it to generate answers from SharePoint.

A support team wants to use 'Draft a Response' to help agents reply faster to common technical questions. They have a large internal knowledge base with both approved and draft articles. You need to ensure the AI-generated drafts are based only on approved content. What should you do?

Delete all draft articles from the knowledge base.

Enable 'Ask a Question' and use its responses as the draft.

Configure content filtering for 'Draft a Response' to use only approved knowledge sources.

Train agents to manually check the source of each draft.

What is the role of the 'Case Management Agent' in Dynamics 365 Customer Service?

It is an AI-powered assistant that helps agents manage cases by providing insights and recommendations

It is a workflow that automatically resolves cases without human intervention

It is a tool for administrators to create case routing rules

It is a report that shows case resolution times

What is the purpose of implementing plug-ins for agents in Dynamics 365 Customer Service?

To improve the performance of the Customer Service workspace

To create new case types for the system

To extend the functionality of AI agents by adding custom actions or connectors

To replace the built-in Copilot features with third-party alternatives

What does 'Agent Integration with Customer Service' refer to in the context of Dynamics 365 Customer Service?

Integrating the Customer Service platform with Microsoft Teams for internal chat

Connecting external AI agents or Copilot to the Customer Service platform to enhance agent capabilities

Integrating the Customer Service platform with social media channels

Integrating the Customer Service platform with the Power Platform admin center

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 4

Manage Agents and Copilot in Service Features MB-230 Practice Questions (Page 1)

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 37 practice questions to prepare you well beyond it. (estimate)

37questions here

8free pages

10concepts

51–55%of the exam

Questions 1–5

1application · medium
A support team wants 'Ask a Question' to return answers from both the internal knowledge base and an external SharePoint site that contains product manuals. They also want to exclude any content from a deprecated FAQ page. What should you configure?
Select an answer first
2application · medium
A support team wants to use 'Draft a Response' to help agents reply faster to common technical questions. They have a large internal knowledge base with both approved and draft articles. You need to ensure the AI-generated drafts are based only on approved content. What should you do?
Select an answer first
3foundation · medium
What is the role of the 'Case Management Agent' in Dynamics 365 Customer Service?
Select an answer first
4foundation · medium
What is the purpose of implementing plug-ins for agents in Dynamics 365 Customer Service?
Select an answer first
5foundation · medium
What does 'Agent Integration with Customer Service' refer to in the context of Dynamics 365 Customer Service?
Select an answer first

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