A company needs to extend the Copilot agent in Dynamics 365 Customer Service to call an external shipping API to provide real-time tracking information to agents. Which approach should the admin use?

Configure a knowledge source to include shipping data.

Use conversation summary to capture shipping information.

Create a plug-in that connects to the shipping API and register it with the agent.

Enable the Case Management Agent to handle shipping queries.

An admin wants agents to be able to ask natural-language questions and receive answers from the organization's internal knowledge base. The knowledge base is already integrated. What is the next step to enable this capability?

Create a plug-in to handle questions.

Configure the Case Management Agent.

Enable the 'Ask a Question' feature in Copilot settings.

Contoso's support agents use 'Ask a Question' to get quick answers from knowledge articles. The team notices that responses sometimes include outdated articles from a legacy knowledge base that is no longer maintained. You need to ensure agents only see answers from the current, approved knowledge sources. What should you configure?

Create a new case summary template that excludes legacy articles.

Disable the legacy knowledge base in the Customer Service admin center.

Configure content filtering on the 'Ask a Question' feature to restrict sources to the current knowledge base.

Train agents to manually verify the article source before using an answer.

Agents report that 'Ask a Question' sometimes returns answers from outdated knowledge articles. The admin wants to ensure only articles from the 'Current' knowledge category are used. What should the admin configure?

Configure the case summary to show only current articles.

Disable 'Ask a Question' and use the Case Management Agent instead.

Change the knowledge source to a different provider.

Content filtering for 'Ask a Question' to restrict to the 'Current' category.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 4

Manage Agents and Copilot in Service Features MB-230 Practice Questions (Page 5)

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 21–25

21application · medium
A company needs to extend the Copilot agent in Dynamics 365 Customer Service to call an external shipping API to provide real-time tracking information to agents. Which approach should the admin use?
Select an answer first
22application · medium
An admin wants agents to be able to ask natural-language questions and receive answers from the organization's internal knowledge base. The knowledge base is already integrated. What is the next step to enable this capability?
Select an answer first
23application · medium
Contoso's support agents use 'Ask a Question' to get quick answers from knowledge articles. The team notices that responses sometimes include outdated articles from a legacy knowledge base that is no longer maintained. You need to ensure agents only see answers from the current, approved knowledge sources. What should you configure?
Select an answer first
24application · medium
A company wants to automate routine case-handling tasks such as categorizing cases and suggesting next steps, while still allowing agents to review and override the suggestions. Which feature should be configured?
Select an answer first
25application · medium
Agents report that 'Ask a Question' sometimes returns answers from outdated knowledge articles. The admin wants to ensure only articles from the 'Current' knowledge category are used. What should the admin configure?
Select an answer first

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Manage Agents and Copilot in Service Features MB-230 Practice Questions (Page 5)

Questions 21–25

A company needs to extend the Copilot agent in Dynamics 365 Customer Service to call an external shipping API to provide real-time tracking information to agents. Which approach should the admin use?

An admin wants agents to be able to ask natural-language questions and receive answers from the organization's internal knowledge base. The knowledge base is already integrated. What is the next step to enable this capability?

A company wants to automate routine case-handling tasks such as categorizing cases and suggesting next steps, while still allowing agents to review and override the suggestions. Which feature should be configured?

Agents report that 'Ask a Question' sometimes returns answers from outdated knowledge articles. The admin wants to ensure only articles from the 'Current' knowledge category are used. What should the admin configure?

Keep studying — Manage cases in Customer Service