Which of the following is an example of optimizing the Microsoft Teams collaboration experience in Dynamics 365 Customer Service?

Limiting Teams access to only managers

Configuring the Teams chat pane to appear within the case record form

Requiring users to switch to the Teams desktop app for all communication

Disabling all Teams integrations to reduce distractions

An administrator needs to allow only a specific security role to initiate Microsoft Teams calls from Dynamics 365 Customer Service. What must be configured to achieve this?

Configure the Teams calling integration only on the user's personal device.

Create a separate Dynamics 365 environment for each security role.

Disable the Teams calling integration and use a third-party telephony provider.

Enable the Teams calling integration for all users and then restrict permissions by security role.

A support team wants to ensure that when an agent opens a case, they can quickly see if any of their teammates are already working on the same case and start a chat with them. What should you configure?

Enable the Teams chat control on the case form and ensure the 'Show related records' option is enabled.

Use a Power Automate flow to notify agents when a case is opened.

Enable the Teams collaboration experience and add the chat control to the case form.

Create a view of case records that shows which agents are working on them.

An organization wants to ensure that when a case is created with a specific product, the system always suggests the same two subject matter experts in Teams. They do not want the suggestions to change based on historical patterns. What should you configure?

Enable AI-suggested contacts and train the model with historical data.

Create rules-based suggestions that map the product to the two experts.

Use a workflow to automatically add the two experts to the case's related contacts.

Enable both AI and rules-based suggestions and set AI to override rules.

Microsoft Certified:Dynamics 365 Customer Service Functional Consultant Associate

Domain 1Objective 3

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

19questions here

4free pages

5concepts

51–55%of the exam

Questions 16–19

16foundation · easy
Which of the following is an example of optimizing the Microsoft Teams collaboration experience in Dynamics 365 Customer Service?
Select an answer first
17foundation · easy
An administrator needs to allow only a specific security role to initiate Microsoft Teams calls from Dynamics 365 Customer Service. What must be configured to achieve this?
Select an answer first
18application · medium
A support team wants to ensure that when an agent opens a case, they can quickly see if any of their teammates are already working on the same case and start a chat with them. What should you configure?
Select an answer first
19application · medium
An organization wants to ensure that when a case is created with a specific product, the system always suggests the same two subject matter experts in Teams. They do not want the suggestions to change based on historical patterns. What should you configure?
Select an answer first

Finished these 4 questions?

Review the revealed explanations, or continue through the curriculum.

No more pagesBack 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.