Vendor: Microsoft
Exam Code: MB-230
Exam Name: Microsoft Dynamics 365 Customer Service
Certification: Microsoft Certifications
Total Questions: 403 Q&A
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Details)
Updated on: Jun 04, 2026
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You have been tasked with forwarding surveys to clients that opened cases in the last 30 days.
You want to make sure that clients without a Dynamics 365 license still receives a summary of the survey results.
Which two of the following are file formats that the summary can be sent in?
A. .xlsx
B. .exe
C. .pdf
D. .txt
HOTSPOT
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

HOTSPOT
You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)

You must modify the business process flow to include the check-email step at the beginning of the research stage.
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Hot Area:

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