Free MB-230 practice test: 30 questions with answers

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.

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.

Cancel Case fits a case that should not have been opened or that duplicates another open case, so no resolution is needed. A confirmed fix calls for Resolve Case, a long wait is handled by SLA pause or status, and specialist work is moved through routing or reassignment.

Agents see only published knowledge articles in knowledge search, so a draft stays hidden until the author publishes it. The other options describe draft visibility or approval steps that do not apply to agent search results.

Article templates define the structure that new knowledge articles start from, so authors follow a consistent layout. Translations create language versions of an existing article, search filters narrow results, and attachments add files, so none of them sets the article structure.

Translations are created as language versions linked to the base article, so each one can be reviewed, published, and maintained with it. A pasted machine copy, unlinked duplicates, or relying on browser translation do not give managed content in each language.

Case summary condenses the case history into key points, which is what the agent needs before the call. Draft a Response writes a reply for the agent to review rather than an overview, Ask a Question answers questions instead of listing emails, and knowledge creation publishes content rather than summarizing the case.

Draft a Response produces a reply based on the case context that the agent reviews and edits before sending. A case summary describes the case instead of writing a reply, Teams chat is for internal collaboration, and pausing an SLA timer does not contact the customer.

Ask a Question in the Copilot panel answers from the organization's knowledge content, so the response is grounded rather than guessed. The macro library runs actions, the SLA field tracks time targets rather than warranty dates, and the timeline lists past activity but does not answer the question.

A Teams chat started from the case keeps the internal discussion linked to the record for later review. Personal email splits the history, a public channel exposes customer details, and changing the owner transfers the work instead of getting advice.

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.

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.

A basic routing ruleset evaluates conditions on the record and sends matching items to a target such as a queue. A security role controls access, an SLA item tracks time targets, and an email template only fills in message text.

Skills-based routing matches the skills a work item needs with the skills agents have. Round-robin ignores skills, queue-only routing holds work without matching it to anyone, and capacity limits control how much work an agent takes rather than which skill matches.

A queue is a shared holding place that a team can pick up work from, and items in it can later be assigned to a person. Queues do not replace security roles, and they do not close records when an SLA fails.

Macros run a predefined sequence of actions with a single click. Scripts give guidance wording, session templates control what opens, and article templates structure knowledge articles, so none of them runs the steps.

Scripts give agents guidance, approved wording, and questions during a customer conversation. Multi-step record updates are macros, SLA timers come from SLA items, and conversation assignment is controlled by routing and assignment settings.

A session template defines the tabs and panes that open when a session starts, so the case form and knowledge search are ready immediately. SLA items track time targets, routing rulesets send work to queues, and business rules change fields and form behavior rather than opening panes.

A workstream links a type of work item to the capacity profile and assignment settings that route it. A queue holds records waiting for pickup, a session template sets what opens during a session, and an SLA item tracks time targets.

An application tab template defines the content shown in a tab within an agent session, such as a page or record. Article templates structure knowledge content, business rules change form fields and behavior, and capacity profiles limit work volume rather than defining tabs.

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.

A many-to-many relationship lets each record in one table link to many records in the other table. A one-to-many relationship allows only one parent for each child, a one-to-one relationship pairs single records, and a self-referencing relationship links a table to itself.

Dataverse search can combine matches from several tables, but only tables enabled for search are included. It is not limited to the open view, and users do not need to type a record ID.

An email template uses placeholders that fill in record fields such as the contact name and case number, so one template works for many cases. Hand-edited notes do not scale, business rules do not write outgoing email bodies, and attaching an article does not personalize the greeting.

A quick view form shows read-only data from a related record on the current form, so agents see the account tier without leaving the case. A copied main form duplicates data, a view changes list columns, and a business process flow guides stages rather than displaying related fields.

The site map defines the navigation areas, groups, and subareas that users see in the app. Forms control record layout, dashboards display charts, and quick find views control which columns the search box matches.

Surveys can be personalized using details from the related record, and responses can be connected to the case so the team reviews feedback against it. Surveys are not limited to licensed Dataverse users, and results do not need a spreadsheet export before they reach a case.

The quick find view defines which columns the search box in a table's list matches against. Dataverse search indexes tables for broader search, form tab order affects layout, and article templates structure knowledge articles.

A custom table stores a new type of record, and a lookup column relates each claim to its case. A free-text column cannot hold claims as structured records, article templates structure knowledge content, and security roles grant permissions rather than storing data.

A dashboard combines charts and lists on one page, so the supervisor sees open cases by queue and priority at a glance. A quick view shows one record's data, a business process flow guides stages, and a site map entry only provides navigation.