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Exam Overview
Exam Code MB-230
Exam Name Microsoft Dynamics 365 Customer Service Functional Consultant
Vendor Microsoft
Total Questions 327
Last Updated 26-Oct, 2026
Free MB-230 Questions Get Premium Access
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Free MB-230 Practice Questions

Explore 4 free practice questions for the Microsoft MB-230 exam and review the answers and explanations to support your preparation.

  1. Question 1

    Single answer

    You need to search for answers to customer claims.
    Which type of search should you perform?

    • Option A:
      Timeline
      Correct
    • Option B:
      Quick Find
      Correct
    • Option C:
      Related

      Correct
    • Option D:
      Detail
      Correct
    • Option E:
      Case Relationships
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: B

    Explanation

    To search for answers related to customer claims, the most appropriate search type in Dynamics 365 is Quick Find.
    • Quick Find is designed to search across records efficiently using keywords.
    • It helps users quickly locate relevant information such as claims, cases, and related customer data.
    • It provides a fast, general-purpose search experience across entity fields.
    Why not the others?
    • A. Timeline → Used for tracking activities and interactions, not searching records.
    • C. Related → Shows linked records, not a search tool.
    • D. Detail → Refers to record form view, not search functionality.
    • E. Case Relationships → Used to manage linked cases, not for searching.

  2. Question 2

    Drag & Drop

    You need to configure the correct settings.

    Which settings should you configure? To answer, select the appropriate options in the answer area.
    NOTE: Each correct selection is worth one point.

    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer

    Answer Area (Unselected Setup)
    Setup required:
    Create a ledger allocation rule.
    Create an allocation destination.
    Create a journal entry.
    Create an allocation source.
    Component to configure:
    Ledger allocation rule
    Ledger allocation journal
    Allocation source
    Allocation destination

    Explanation

    Explanation (Correct Selections)
    To properly configure the ledger allocation as shown in the verified solution:
    Setup required: Create a ledger allocation rule.
    Component to configure: Ledger allocation rule

  3. Question 3

    Multiple answers

    You need to configure the queue for telephone-based cases.
    What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
    NOTE: Each correct selection is worth one point.

    • Option A:
      Create a case from email.
      Correct
    • Option B:
      Define an SLA and entitlements and set entitlement values for case numbers.
      Correct
    • Option C:
      Configure a status reason transition.
      Correct
    • Option D:
      Create a case routing rule.
      Correct
    • Option E:
      Automatically create or update records.
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: B, C

    Explanation

    To properly configure a queue for telephone-based cases in Dynamics 365 Customer Service, the solution must ensure both service entitlement control and case lifecycle management.
    • B. Define an SLA and entitlements and set entitlement values for case numbers
    • Ensures that phone-based cases are properly tracked under service agreements.
    • Entitlements define what support a customer is eligible for, while SLAs ensure timely handling.
    • This is essential for managing telephone-created cases in queues with priority and service expectations.
    • C. Configure a status reason transition
    • Controls how cases move between statuses (e.g., Active → On Hold → Resolved).
    • Ensures proper workflow behavior for cases handled through queues.
    • Helps manage case processing logic for telephone-based intake scenarios.
    Why others are incorrect:
    • A. Create a case from email
    • Email-specific scenario, not relevant for telephone-based cases.
    • D. Create a case routing rule
    • Useful for routing, but not sufficient as a standalone solution compared to SLA/entitlements and lifecycle control.
    • E. Automatically create or update records
    • Generic automation, not specifically required for queue configuration.

  4. Question 4

    Drag & Drop

    You need to create and configure objects to support the requirements.

    How should you configure the system? To answer, select the appropriate options in the answer area.

    NOTE: Each correct selection is worth one point.

    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer

    Based on image_4452c1.png, here is the complete layout of the configuration settings and their available drop-down values in written form:
    Configuration Settings & Options
    Setting: Total number of queues
    Available Values: 3, 4, 5, 6
    Setting: Number of automatic case creation rules
    Available Values: 1, 2, 3, 4
    Setting: Number of routing rule sets
    Available Values: 3, 4, 5, 6

    Explanation

    Configuration Selections
    Setting: Total number of queues
    Selected Value: 3
    Setting: Number of automatic case creation rules
    Selected Value: 1
    Setting: Number of routing rule sets
    Selected Value: 3