Free MB-230 Practice Questions

Question 1

After voice calls end, Case Management Agent updates the configured case fields. During a pilot, it replaces a representative's manually corrected Priority and Issue description. The team wants automatic predictions to continue for any configured field the representative has not edited, while preserving every manual change. The update rules are active and otherwise working. What should the administrator change?

Accepted Answer

Keep the update rules active, but disable the option that lets the AI agent overwrite human edits.

Answer

Deactivate autonomous case updates until representatives can approve every predicted field.

Answer

Remove Priority and Issue description from all of the agent's field-prediction rules.

Answer

Restrict the existing update rules to conversations that have already ended.

Question 2

A case workstream uses Exact skill matching, and its queue uses Highest capacity assignment. A new case requires Diagnostics at level 2 and available capacity in both the Total and Specialist profiles. The organization's rating model is 1 = assisted, 2 = independent, and 3 = expert. Only Available presence is allowed, and assignment blocking is off. All four representatives belong to the queue and have both profiles and the required roles. Who qualifies for automatic assignment?

Accepted Answer

Nora: level 3; Available; free capacity in both profiles.

Answer

Omar: level 2; Available; free Total capacity but no Specialist capacity.

Answer

Lena: level 1; Available; free capacity in both profiles.

Answer

Evan: level 3; Busy; free capacity in both profiles.

Question 3

At 10:45 on Monday, a representative checks a first-response SLA KPI. Its clock began when the case was created at 15:30 on Friday. Business hours are Monday-Friday, 08:30-17:30, in one time zone, with no holidays or clock changes. Warn After is three business hours; Failure After is five business hours. Pause and resume is enabled, and the only pause was Monday 09:30-10:15. The success condition remains false. What are the expected current status and failure time?

Accepted Answer

Nearing Noncompliance; failure at 12:15 on Monday.

Answer

Nearing Noncompliance; failure at 11:30 on Monday.

Answer

In Progress; failure at 12:15 on Monday.

Answer

Noncompliant; the failure deadline was 10:15 on Monday.

Question 4

A consultant adds Serial Number to the columns displayed in Dataverse search results for a custom Service Device table. Users can find a device by its name and see serial SN48326, but entering SN48326 returns no result. Serial Number is a Single Line of Text column, and synchronization has completed. Which remaining configuration makes this value searchable?

Accepted Answer

Add Serial Number to Service Device's Quick Find Find columns, then save and publish.

Answer

Include Service Device in the model-driven app and republish the app.

Answer

Add Serial Number to a public view and sort that view by serial number.

Answer

Grant Organization-level Read on Service Device to the affected users.

Question 5

A published English knowledge article needs a linked French version. Using Translate creates the French record, but its text is still English. A reviewer assumes publication will perform the translation. What is the correct authoring sequence?

Accepted Answer

Supply French Title, Keywords, Description, and Content, then review and publish the linked translation.

Answer

Publish the French record unchanged; representatives' French interface settings will supply the translated text when they open it.

Answer

Change the English article's language to French and publish a new major version instead of completing the translation record.

Answer

Author and publish a separate French article without a translation link, leaving the published English article in place.

Question 6

While handling a case in an Entity-type session in Copilot Service workspace, a representative opens the customer's Account record in another tab. A macro must create a follow-up task regarding the case that anchors the session, not the account currently in focus. The macro needs the case record's GUID for this reference. Select the appropriate slug.

Accepted Answer

${anchor.incidentid}

Answer

${anchor.ticketnumber}

Answer

${anchor.customerid}

Answer

${anchor.ownerid}

Question 7

An email is present in the support queue, but no case has been created for it. The automatic record creation activity monitor shows Ready for Power Automate for that email and identifies the matching rule condition. Other messages continue to create cases successfully. What is the most useful next step in the investigation?

Accepted Answer

Inspect the triggered flow's run history and action results.

Answer

Retest inbound mailbox synchronization.

Answer

Review the rule's unknown-sender conditions and its skipped-activity records.

Answer

Deactivate the email rule until the support mailbox passes another validation.

Question 8

The same customer has two unrelated cases resolved on the same afternoon. A Power Automate flow sends a separate Customer Voice invitation for each resolution. To contains the customer's email, and Recipient details identifies the customer's Contact record. Responses appear against the contact but not the individual cases. The team wants the invitations and responses linked to their respective cases without custom response-matching logic. Which change supplies the missing association?

Accepted Answer

Set Regarding to the triggering case record, using the logical table name incident.

Answer

Put the triggering case's ID in Recipient details in place of the Contact record.

Answer

Pass the case number into a survey variable and show it in the invitation.

Answer

Set Regarding to the Contact record and include the case title in the email subject.

Question 9

The support lead specifies: “When a representative starts a connected Teams chat from a business-account case, suggest the customer's designated account manager-even if that manager has never resolved a case.” Each Account has an Account Manager lookup to User, separate from its Owner. Case ownership can also differ. Which suggestion rule should be added?

Accepted Answer

Use a relational rule that follows Customer to the Account Manager lookup.

Answer

Use AI-based suggestions trained on representatives who resolved similar cases.

Answer

Use a relational rule that returns the current case's owning user.

Answer

Use a relational rule that follows the case's Customer lookup to the account's owning user.

Question 10

A messaging workstream uses Hit-all evaluation for route-to-queue rules. One incoming chat matches three rules in this order: German language → Language Support; premium customer → Premium Support; cooling equipment → Product Specialists. Language Support meets its configured overflow condition. Premium Support and Product Specialists do not. Each rule names one queue, no overflow override is enabled, and General Support is the fallback queue. Where will the chat be routed?

Accepted Answer

Premium Support

Answer

Language Support

Answer

Product Specialists

Answer

General Support

Free MB-230 Practice Questions

Domain 1: Manage cases in Customer Service (51-55%)

Question 1

Question 2

Question 3

Question 4

Question 5

Domain 2: Configure representative experience and routing (25-30%)

Question 6

Question 7

Question 8

Domain 3: Extend Customer Service (15-20%)

Question 9

Question 10

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