Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate
Domain 1Objective 4
Manage Agents and Copilot in Service Features 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 37 practice questions to prepare you well beyond it. (estimate)
37questions here
8free pages
10concepts
51–55%of the exam
Questions 16–20
- 16
An admin wants to enable agents to quickly generate a professional reply to a customer email using information from the case and knowledge articles. Which feature should be configured?
Select an answer first - 17
A support team wants to display a timeline summary of case activities, but they are concerned that the timeline might become cluttered with system-generated entries (e.g., status changes) that are not useful to agents. They want to show only emails, phone calls, and notes. What should you do?
Select an answer first - 18
What is the purpose of the 'Timeline Summary' feature in Dynamics 365 Customer Service?
Select an answer first - 19
A customer service manager wants agents to see a quick overview of a case's key details (priority, product, and open time) without opening multiple tabs. Which feature should the admin configure?
Select an answer first - 20
How does the 'Timeline Summary' feature differ from the standard timeline control in Dynamics 365 Customer Service?
Select an answer first
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