Microsoft MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant

Last checked November 10, 2026 against the official Microsoft exam page.

1. Question 1Manage cases in Customer Service

   A supervisor wants the Priority field to be required only when the case Origin is set to Phone, and agents must see the requirement while they edit the case. What should the administrator create?

   1. AA Power Automate flow that sets Priority to a default value after the case is saved
   2. BA business rule on the case form that makes Priority required when Origin equals Phone
   3. CA view that displays Priority next to Origin in the list of active cases
   4. DA security role that stops any user from saving a case while the Priority value is empty on the record
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   Correct answer: B

   A business rule on the case form can make a field required based on a condition and shows that behavior while the record is being edited. A flow runs after the save and cannot block it, a view only changes which columns are listed, and a security role controls access rather than validating field values.

2. Question 2Configure representative experience and routing

   Which configuration sets how many conversations or other work items an agent can hold at the same time?

   1. AA capacity profile that sets how many work items an agent can hold at the same time
   2. BA knowledge article template that sets the sections that new articles start with
   3. CA business process flow stage that guides the agent through a set of steps on the record
   4. DA session template that decides which tabs and records open when the agent's session begins
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   Correct answer: A

   A capacity profile sets the concurrent work limit that Omnichannel uses when routing items to an agent. Session templates decide what opens for a session, business process stages guide steps on a record, and knowledge article templates structure articles.

3. Question 3Extend Customer Service

   A supervisor wants to see each active case's Priority value directly in the list of cases without opening each record. What should the administrator change?

   1. AAdd the Priority column to the active cases view
   2. BAdd Priority as a stage in the case business process flow
   3. CCreate a new table that copies the Priority values from each case
   4. DTurn on Dataverse search for the Priority column only
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   Correct answer: A

   A view controls which columns appear in a list, so adding Priority to the active cases view shows it in the list. A process stage guides a record through steps, a new table duplicates data unnecessarily, and search settings affect search results rather than list columns.

4. Question 4Manage cases in Customer Service

   An agent has finished helping a customer and must close the case so the outcome is recorded with a resolution type and a description. Which action should the agent take?

   1. ASelect Resolve Case and enter the resolution type and description in the dialog
   2. BSelect Cancel Case and enter the outcome so the details are recorded
   3. CDelete the case activities and then close the record without any resolution
   4. DMove the case to a closed queue and ask a supervisor to add the resolution details at a later date
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   Correct answer: A

   Resolve Case records the resolution details and closes the case as resolved, which keeps the outcome reportable. Cancel Case is meant for cases opened by mistake or duplicates, deleting activities loses history, and moving the case to a queue does not close it.

5. Question 5Configure representative experience and routing

   A team wants new chat conversations handed out in turn to every available agent so that no one is consistently skipped. Which assignment approach fits?

   1. AGive each conversation to the agent with the most seniority on the team
   2. BRound robin, which rotates work across available agents in sequence
   3. CSend each conversation to the agent who handled the customer's previous case
   4. DHold each conversation until a supervisor manually chooses an agent for it
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   Correct answer: B

   Round robin rotates assignments across available agents in sequence, which spreads work evenly. Seniority and previous-agent assignment keep favoring the same people, and holding work for a supervisor to choose does not use assignment rules.