100% Free Microsoft MB-230 Practice Test Questions and Answers 2026

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Total 377 Questions | Updated On: May 22, 2026

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Question 1

You are using Dynamics 365 Customer Service to create and activate entitlements.

Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the

entitlement. You must ensure customer service representatives can use the entitlement.

You need to identify the entitlement issue.

What is the cause of the issue?

A : The Products or Contact field values have not been configured before activation.

B : The start date of the entitlement is in the future.

C : The entitlement has expired and is awaiting renewal.

D : The end date of the entitlement has been incorrectly configured to a date that has already passed.

Answer: B

Question 2

You are responsible for creating surveys via Voice of the Customer (VoC).

You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer

want to receive them.

You add an Unsubscribe check box after every question.

Does the action achieve your objective?

A : Yes, it does

B : No, it does not

Answer: B

Question 3

You manage a Dynamics 365 for Customer Service environment.

The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

You need to create the entitlement for the customer.

What should you do?

A : In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

B : Delete the old entitlement. Create a new entitlement template.

C : Create a new template with the dates and terms. Activate the template.

D : Make a copy of the old entitlement. Activate the copy.

Answer: D

Question 4

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

Your company has several business process flows for managing contracts.

You want to specify the default process flow.

You configure the stages of the business process flows.

Does the action achieve your objective?

A : Yes, it does

B : No, it does not

Answer: B

Question 5

A company uses Omnichannel for Customer Service.

The company wants to configure Power Virtual Agents within Omnichannel to have automatic answers when a

customer starts a chat session.

You need to set up the prerequisites for the Power Virtual Agents.

Which three technologies should you set up? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A : Work stream

B : Queues

C : Azure Application ID

D : Chat widget

E : Chatbot

Answer: A,B,C

Page: 1 / 76

Total 377 Questions | Updated On: May 22, 2026

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