MB-230 Exam Preparation Material | Microsoft Dynamics 365 Customer Service Functional Consultant

Prepare for the MB-230 with reliable study materials, practice questions, and key exam insights.

Prepare for the MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant exam with CertQueen's independently developed study resources. Review important concepts, practice scenario-based questions, and use clear explanations to identify areas that require further study.

Question#1

HOTSPOT
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions

Question#2

DRAG DROP
You need to build a personal dashboard that displays the following charts and views:
Charts:
✑ Number of cases by owner and priority
✑ Products with most cases opened
Views:
✑ Display the number of cases opened in a seven-day period
✑ Display the number of escalated cases
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Explanation:
Reference: https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts

Question#3

DRAG DROP
A company is using Omnichannel for Customer Service.
You add a live chat button to your company's website for existing customers. Requests for chats are handled by the next available representative. The chat must route the customer to the same representative if the customer is inadvertently disconnected. You need to configure the chat.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

Question#4

A company uses Dynamics 365 Customer Service.
Telemetry on agent case resolution time reveals that agents spend 20 minutes on average resolving cases. Analysis determines that resolution duration is increased because agents are often required to view and modify data on the related account.
The company requires a solution that allows agents to enter data in a single screen and edit multiple records without navigating to each record.
You need to create the solution.
Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point

A. Configure the editable grid of the case view to include account details.

B. Add an editable grid control to the case view.

C. Configure the Nested grid view.

D. Add an editable grid of the account on the case form.

Question#5

DRAG DROP
A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.
Users must be able to navigate to the charts from anywhere within the Customer Service workspace.
You need to add the Power BI information to the Customer Service workspace app.
Which five actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Explanation:
Step 1: Navigate to the maker portal and create a new solution.
Step 2: Select Add Existing and then select Dasbhoard.
Step 3: Select Power BI Report for type. Enter the Power BI workspace and Power BI report values.
Note: Get the embedding parameter values
To embed your content, you need to obtain certain parameter values. The table below shows the required values, and indicates if they're applicable to the service principal authentication method, the master user authentication method, or both.
Before you embed your content, make sure you have all the values listed below. Some of the values will differ, depending on the authentication method you're using.

Step 4: Edit the sitemap, add a new subarea, and add the Power BI page information to the properties of the subarea
Edit the default site map
Your environment comes with a default site map. This site map is supported for both custom business apps and Dynamics 365 for Outlook.
✑ In the Dynamics 365 - custom app, go to Settings > Customizations.
✑ Select Customize the System.
✑ In the solution window, under Components, select Client Extensions.
✑ Double-click to select the site map that has the display name Site Map and is in a Managed state.
You can also select the site map, and then on the toolbar, select Edit.
✑ The site map opens in the site map designer.
✑ Add an area to the site map.
✑ Add a group to the site map.
✑ Add a subarea to a group in the site map.
✑ Select Save.
✑ Select Publish.
Step 5: Save and publish the customization
Reference: https://docs.microsoft.com/en-us/power-bi/developer/embedded/embed-sample-for-customers

Exam Code: MB-230
Q & A: 332 Q&As Updated: Sep 22,2026

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What This MB-230 Study Resource Helps You Do

Review Key Concepts

Review the technologies, products, processes, and practical skills covered by the current MB-230 exam objectives.

Practice Scenario-Based Questions

Work through independently developed questions designed to strengthen your understanding of technical scenarios and decision-making.

Identify Knowledge Gaps

Use your results and the provided explanations to find weaker areas and focus your study more effectively.

How to Use This MB-230 Preparation Material

Review the Exam Scope

Start by reviewing the topics covered by the MB-230 exam. Compare them with the official exam objectives to understand the required technologies, operational tasks, and practical skills, then identify the areas that deserve the most attention.

Practice Independently

Complete a focused set of practice questions for each topic. On your first attempt, avoid referring to notes, answers, or other study resources so that you can evaluate your current understanding more accurately.

Study the Explanations

Review the answers and explanations after completing each practice session. Understand why the correct option is appropriate for the given scenario and why the other options may be incorrect or less suitable.

Close Knowledge Gaps

Keep track of incorrect answers, unfamiliar concepts, and weaker knowledge areas. Review these topics using official documentation and practical experience, then answer the related questions again to reinforce your understanding and monitor your progress.

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Exam Code: MB-230
Q & A: 332 Q&As
Updated: Sep 22,2026

Access Complete MB-230 Preparation Material