A customer service team wants to reduce the time agents spend searching for the right person to contact about a case. They want the system to suggest relevant colleagues based on the case topic and past collaboration patterns. What should you configure?

Create rules-based suggestions that match case topic keywords to specific users.

Enable AI-suggested contacts and let the system learn from historical case assignments.

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

Configure a custom workflow to assign cases based on the case topic.

A support organization has a mix of cases that require either a fixed expert or a dynamic suggestion based on past collaboration. They want to use both rules-based and AI suggestions, but they want rules to take precedence when both apply. What should you configure?

Enable only rules-based suggestions and manually add AI suggestions.

Enable only AI suggestions and manually override when needed.

Use a workflow to decide which suggestion type to apply.

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

Which of the following is a primary benefit of configuring Microsoft Teams chat integration in Dynamics 365 Customer Service?

It provides a public URL for customers to join the chat.

It automatically resolves cases without human intervention.

It allows service representatives to collaborate on a case without leaving the application.

It replaces the need for email communication entirely.

An organization has a Dynamics 365 Customer Service environment with multiple business units. They want to enable Teams chat for agents, but only for cases in a specific business unit. They also want to ensure that chat history is available in the case timeline. What should you configure?

Create a custom workflow that enables chat only for cases in the specific business unit.

Use a Power Automate flow to add chat transcripts to the timeline for the specific business unit.

Enable Teams chat for the entire environment and use security roles to restrict visibility.

Enable the Teams chat control on the case form for the specific business unit's form and enable chat history sync.

A Dynamics 365 Customer Service administrator wants to enable service representatives to start a Microsoft Teams chat with a colleague directly from a case record. Which feature must be configured to allow this capability?

Microsoft Teams calling integration

Microsoft Teams channel integration

Microsoft Teams meeting integration

Microsoft Teams chat integration

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 3

Manage Collaboration MB-230 Practice Questions (Page 2)

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 6–10

6application · medium
A customer service team wants to reduce the time agents spend searching for the right person to contact about a case. They want the system to suggest relevant colleagues based on the case topic and past collaboration patterns. What should you configure?
Select an answer first
7expert · hard
A support organization has a mix of cases that require either a fixed expert or a dynamic suggestion based on past collaboration. They want to use both rules-based and AI suggestions, but they want rules to take precedence when both apply. What should you configure?
Select an answer first
8foundation · easy
Which of the following is a primary benefit of configuring Microsoft Teams chat integration in Dynamics 365 Customer Service?
Select an answer first
9expert · hard
An organization has a Dynamics 365 Customer Service environment with multiple business units. They want to enable Teams chat for agents, but only for cases in a specific business unit. They also want to ensure that chat history is available in the case timeline. What should you configure?
Select an answer first
10foundation · easy
A Dynamics 365 Customer Service administrator wants to enable service representatives to start a Microsoft Teams chat with a colleague directly from a case record. Which feature must be configured to allow this capability?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to MB-230

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Microsoft. “MB-230” is a trademark of its owner, used for identification only.