MB-230
Microsoft Dynamics 365 Customer
Service Functional Consultant
EXAM READINESS GUIDE
Q & S
©2024/2025
1. When configuring a new case in Dynamics 365 Customer
Service, which of the following is not a standard field?
 a) Case Title
 b) Customer
 c) Product
 d) Weather Conditions
 Answer: d) Weather Conditions
2. In Knowledge Management, what is the purpose of the
'Knowledge Article' entity?
 a) To track customer complaints
 b) To store product manuals
 c) To provide information to resolve cases
 d) To record service level agreements
 Answer: c) To provide information to resolve cases
3. Which feature in Dynamics 365 Customer Service allows
for the tracking of customer sentiment?
 a) Feedback
 b) Dashboards
 c) Workflows
 d) SLA Management
 Answer: a) Feedback
4. What is the primary benefit of using the 'Entitlements'
feature in case management?
 a) Prioritizing cases based on urgency
 b) Defining the terms of support for a customer
 c) Assigning cases to specific agents
 d) Tracking the time spent on each case