Which data source does the AI-driven contact suggestion feature in Dynamics 365 Customer Service primarily use to recommend contacts in Microsoft Teams?

The user's social media connections

The user's calendar appointments

The user's personal email inbox

The context of the case, such as related records and previous interactions

A support organization wants to ensure that for cases related to 'billing', the system always suggests the billing team lead, regardless of historical patterns. What should you configure?

Enable both AI and rules-based suggestions and set AI to take precedence.

Create a rules-based suggestion that matches the case subject to the billing team lead.

Enable AI-suggested contacts and train the model with billing cases.

Use a workflow to set the billing team lead as the primary contact on the case.

Contoso's support agents use Dynamics 365 Customer Service and Microsoft Teams. Managers want agents to see a customer's recent email and case history without leaving the case form, and to start a Teams chat with a colleague from the same screen. What should you configure?

Add the Microsoft Teams chat control to the case main form and configure the Timeline to show email activities.

Enable the Teams chat control on the case form and add the Timeline component.

Create a custom page that embeds Teams chat and use a web resource to display email.

Enable the Microsoft Teams collaboration experience and add the relevant forms to the pinned list.

What is the purpose of the Microsoft Teams calling integration in Dynamics 365 Customer Service?

To allow users to make and receive Teams calls directly from within Dynamics 365 records.

To provide a transcript of all customer calls automatically.

To send automated SMS messages to customers.

To replace the Dynamics 365 phone system with a third-party PBX.

A customer service organization wants to use AI-suggested contacts, but they have a compliance requirement that all suggestions must be explainable and auditable. They also want to ensure that suggestions are based on recent data. What should you configure?

Enable both AI and rules-based suggestions and let users choose which to use.

Use rules-based suggestions instead, which are fully explainable and auditable.

Use a custom AI model that provides explainability.

Enable AI-suggested contacts and configure the model to use only the last 30 days of data.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 3

Manage Collaboration 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 19 practice questions to prepare you well beyond it. (estimate)

19questions here

4free pages

5concepts

51–55%of the exam

Questions 1–5

1foundation · easy
Which data source does the AI-driven contact suggestion feature in Dynamics 365 Customer Service primarily use to recommend contacts in Microsoft Teams?
Select an answer first
2application · medium
A support organization wants to ensure that for cases related to 'billing', the system always suggests the billing team lead, regardless of historical patterns. What should you configure?
Select an answer first
3application · medium
Contoso's support agents use Dynamics 365 Customer Service and Microsoft Teams. Managers want agents to see a customer's recent email and case history without leaving the case form, and to start a Teams chat with a colleague from the same screen. What should you configure?
Select an answer first
4foundation · easy
What is the purpose of the Microsoft Teams calling integration in Dynamics 365 Customer Service?
Select an answer first
5expert · hard
A customer service organization wants to use AI-suggested contacts, but they have a compliance requirement that all suggestions must be explainable and auditable. They also want to ensure that suggestions are based on recent data. What should you configure?
Select an answer first

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