Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate
Domain 1Objective 4
Manage Agents and Copilot in Service Features MB-230 Practice Questions (Page 6)
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 26–30
- 26
An organization wants its agents to use a third-party knowledge base (not stored in Dataverse) when interacting with customers inside Dynamics 365 Customer Service. Which integration should the admin configure?
Select an answer first - 27
An admin needs to configure a feature that shows agents a chronological list of emails, notes, and system activities related to a case. Which feature should be configured?
Select an answer first - 28
Which configuration is necessary for the 'Draft a Response' feature to work effectively?
Select an answer first - 29
A support manager wants agents to see a quick overview of a case's key details—such as priority, product, and open time—without having to scroll through the full case form. The manager also wants a chronological list of all interactions and activities related to the case. Which two features should be configured?
Select an answer first - 30
A support manager wants agents to quickly see the main issues discussed in a customer chat session without reading the entire transcript. Which feature should be configured?
Select an answer first
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