MB-230: Microsoft Dynamics 365 for Customer Service

Case study -

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study -

To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Overview -

The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.

The company has an existing on-premises software system. The current system no longer meets the company’s needs.

The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.

Requirements -

Support desk -

The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.

You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.

Case handling -

New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
The system must automatically create a case when email is received by companies that are not in the system.
The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
Users must be able to initiate routing for manually created cases.
The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
Main cases must not be closed until all the sub-cases are closed.
Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
When importing from the old system, old cases do not need to be routed to the correct support group.

Knowledge base -

Users must be able to search the knowledge base when opening a new case form or when checking on cases.
Users must be able to use relevant searches and include any customer entities.

Dashboards -

Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
Managers need a dashboard that displays weekly statistics for cases and representatives.
Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.

Service-level agreements -

Most customers must be contacted within 90 minutes of their case being opened.
Some customers can purchase faster service on call backs.
Emails must be sent to support managers when service-level agreements (SLAs) are missed.
Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
SLA KPIs must be tracked in the system.
SLA KPIs must appear on the case form.
Cases must be able to be placed on hold if issues arise with related contracts.

Issues -

Users report they are not able to search the Knowledge Base.

You need to create an entitlement template. In System Settings, you navigate to Service Management.

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.

Correct answer: To work with this question, an Exam Simulator is required.

Case study -

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study -

To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background -

Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.

The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.

Current environment. Services -

Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.

Current environment. Employees -

General -

Employees are located in the Pacific and Eastern time zones.

Case representatives -

Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.

All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.

Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.

Customer satisfaction and escalation

Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.

Requirements. System and resources

Each employee must use the system.
Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Cases -

The system must support live chats, texting, and Twitter.
Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
Managers must be able to monitor all communication as well as add or delete quick replies.
Customer satisfaction representatives must be able to read agent scripts and workflows.
A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
There are two types of queues: regular and escalated.
Tickets must be routed to the most qualified representative for the illness.
Tickets assigned to a representative must be automatically placed in that representative's queue.

Requirements. Chat escalation process

Each division must have one manager for escalations.
Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
Only escalations must go to the chat bot.
You must create two types of Omnichannel queues: regular and escalated.
Only managers must be able to access the Omnichannel Insights dashboard.

Requirements. Managers -

Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
Managers must be able to monitor patient moods during patients’ conversations with representatives.
Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.

Requirements. Appointments -

Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
Appointments must be scheduled by representatives in open time slots for nurses and doctors.
Nurses and doctors must be booked for 30-minute time slots.
Patients must be offered at least three alternative times to schedule an appointment.

Requirements. Analytics -

You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
Analytics must be viewable only in the production environment.
You must ensure that only escalation managers can create workspaces and control access to workspaces
Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
Case representatives must only be able to view workspaces.
Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.

You need to configure OmniChannel to route correctly.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Correct answer: To work with this question, an Exam Simulator is required.

Case study -

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study -

To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background -

You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.

Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.

Current environment. Queues -

The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:

New customers
Repeat customers
Subscribers to the coffee of the month club

The company has a separate queue to manage customers who have coffee maker issues.

Current environment. Employees -

The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.

The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
Supervisors monitor chats and live phone calls.

Requirements. Employees -

Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
Specialists must be assigned to coffee maker calls.
Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
Open an assigned record in a new workspace tab.
Use a predefined email template when representatives send an email.
The system must notify supervisors when customers in a live session express negative feedback about a service or product.

Requirements. Configuration -

If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.

Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.

Requirements. Support -

The solution must provide the following website features for external customers:
Provide support to submit issues.
Ensure they can log in.
The chatbot must have an option to allow users to escalate a conversation to a live representative.
Live representatives must be able to send a customer back to the chatbot.

Requirements. Distribution of calls

Live chat must be available for cases.
Cases that are escalated must be distributed to the next available agent.
All other cases must wait for an agent to pick up the case.
All work must be distributed evenly with no other conditions.
The number of workstreams and routing rules must be minimized.
Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
Tickets must be routed to the most qualified representative for the type of issue reported.
All representatives must be rated on their specialty knowledge and backup specialty.

Requirements. Device telemetry -

The solution must support the following:

Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
Provide a place for IoT messages to flow to the device and back to the IoT hub.
Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
Provide a place for the company technology to securely connect virtually with the coffee maker customer.

Requirements. Customers -

Customers must be able to sign into an external portal.
Customers must be able to view their cases and case status information.
Security must be as restrictive as possible.

Requirements. Surveys -

The survey must include the following with minimum development effort:

A list of questions that rate the service as poor, average, or great
A question that rates whether the customer would recommend the company
A question that asks if the customer would like to escalate a case
If yes, the survey must collect an email address and phone number for the customer.
If no, another set of questions asking about open issue details must display.

The solution must meet the following survey distribution requirements:

Each survey must be standardized to include the company logo and colors.
Surveys must be sent out after each ticket closes.
Quarterly surveys must be sent out to those customers who rated the company poorly.
Customer surveys must be available in several languages to support global distribution.

You need to set up question types to use for the survey.

Which question types should you use? To answer, drag the appropriate question types to the correct requirements.

Each question type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Correct answer: To work with this question, an Exam Simulator is required.

You are implementing a help desk system that enables users to submit cases by using telephone or email.

You need to ensure that cases are classified correctly.

What should you do?

Configure relevance search.
Configure categorized search.
Create security roles by support function. Assign the security role to users.
Modify the subject tree.

Correct answer: D

You are implementing Omnichannel for Customer Service for a company.

The company has the following requirements:

The Knowledgebase article search tab must open when a new chat conversation begins.
The Chat Session template must be in expanded mode for the agents.

You need to complete the implementation to meet the requirements.

Which configuration should you use for each requirement? To answer, select the appropriate options in the answer area.

Correct answer: To work with this question, an Exam Simulator is required.

You are customizing an Omnichannel for Customer Service implementation.

You need to configure the escalation process to a human agent.

Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

In the Power Virtual Agent topic, add the Transfer to agent node.
Add a context variable in Power Virtual Agents to escalate the conversation.
Select a context variable in Omnichannel and update the information from Power Virtual Agents.
Add a bot user to the Omnichannel queue.
Set the operating hours to escalate a conversation.

Correct answer: A, B, D

You need to consider the underlined segment to establish whether it is accurate.

A customer service manager requires the __Append__ access level to add new entitlement templates for customer service representatives.

No adjustment required.
Organization
Business unit
Remove

Correct answer: B

You are creating a Power Virtual Agents chatbot to handle common customer inquiries.

A manager reports that some inquiries are not routing to the appropriate customer service representatives. You observe that one node is inactive.

You need to determine why the node is inactive.

What should you use?

Maker portal
Supervisor dashboard
Test bot pane
Topic checker

Correct answer: D

A credit card company uses Dynamics 365 Customer Service. Agents receive conversations through Omnichannel for Customer Service.

A browser-based internal application provides a history of a customer's payments and credit scores. You create an application tab template for the internal application.

If a customer requests a credit limit increase, the agent must use the internal application within Omnichannel for Customer Service to determine eligibility.

Because the internal application requires maximum screen space, communications with customers must remain hidden. The internal application must be displayed on the anchor tab.

Once an eligibility check is performed, the agent must be able to chat with the customer again.

You need to create a session template for the company.

How should you configure each area of the template? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Correct answer: To work with this question, an Exam Simulator is required.

A customer needs to know how data from third-party applications can be reported on in a Customer Service Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer use?

lead and opportunity data from Common Data Service
call intelligence data from Common Data Service
Bing web search for data creation data in Common Data Service
data integration data maps with Common Data Service

Correct answer: D

Vendor:	Microsoft
Exam Code:	MB-230
Exam Name:	Microsoft Dynamics 365 for Customer Service
Date:	Mar 22, 2026
File Size:	4 MB

Download Microsoft Dynamics 365 for Customer Service.MB-230.ExamTopics.2026-03-22.106q.tqb

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