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MB-230 study materials
MB-230 study resources

MB-230 practice questions

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Question 1Manage cases in Customer Service

Which field on a case record identifies the account or contact that the issue is about?

  1. Customer Correct answer.
  2. Subject
  3. Owner
  4. Case Origin

Explanation

The Customer lookup on a case points to the account or contact the case was raised for. The Owner field instead indicates the user, team, or queue responsible for working the case.

Question 2Manage cases in Customer Service

A support agent takes a request through the company website contact form. Which field should the agent set to capture how the case arrived?

  1. Case Origin Correct answer.
  2. Subject
  3. Priority
  4. Service Level

Explanation

Case Origin captures the channel the case came in through, such as Phone, Email, or Web. It is used for reporting on intake channels and can feed routing and entitlement logic.

Question 3Manage cases in Customer Service

What is the primary purpose of the subject tree in Dynamics 365 Customer Service?

  1. To define which queues cases are routed to
  2. To schedule service activities for technicians
  3. To store and version knowledge articles
  4. To classify cases in a hierarchy that supports routing, knowledge search, and analysis Correct answer.

Explanation

The subject tree is a hierarchical taxonomy that agents pick from on the case form. Because it is structured, it can drive routing rules, knowledge article association, and case reporting.

Question 4Manage cases in Customer Service

In Microsoft Dataverse, which table stores case records?

  1. Activity
  2. Queue Item
  3. Entitlement
  4. Incident Correct answer.

Explanation

Cases are stored in the Incident table, which is the underlying table for the case entity. Other Customer Service records such as queue items and entitlements reference it.

Question 5Manage cases in Customer Service

A case is sitting in a queue. An agent opens the queue and chooses the Pick command. What is the effect?

  1. The case is assigned to the agent Correct answer.
  2. The case is automatically resolved
  3. The case is deleted from the queue and from Dataverse
  4. The case is escalated to the queue supervisor

Explanation

Picking a queue item claims it for the agent, so the case owner becomes that agent and the item leaves the shared work list. The case itself is unchanged in status.

Question 6Manage cases in Customer Service

An agent resolves a case that still has open phone call activities linked to it. What happens to those activities?

  1. They are canceled Correct answer.
  2. They are converted into new cases
  3. They stay open and are reassigned to the case owner
  4. They are moved into the agent's queue

Explanation

Resolving a case cancels any activities that are still open on it, which keeps the timeline consistent with a closed case. Agents who need follow-up work should create a new case or a new activity before resolving.

Question 7Manage cases in Customer Service

A resolved case needs additional work. Which command returns it to an active state so agents can update it?

  1. Merge Case
  2. Resolve Case
  3. Reactivate Case Correct answer.
  4. Assign

Explanation

Reactivate Case changes a resolved or canceled case back to an active status so it can be edited and worked again. The reactivation also reopens the case's SLA and entitlement tracking where applicable.

Question 8Manage cases in Customer Service

A parent case has three child cases, and one child is still active. What happens when an agent tries to resolve the parent case?

  1. The parent resolves and the open child case is canceled automatically
  2. The parent resolves only if the agent holds the CSR Manager role
  3. The resolution is blocked until every child case is resolved or canceled Correct answer.
  4. The parent resolves and the child cases are moved to a queue

Explanation

A parent case cannot be resolved while any of its child cases remain open. Agents must first resolve or cancel the children, then resolve the parent.

Question 9Manage cases in Customer Service

Two duplicate cases exist for the same customer issue and the agent merges them. Which case retains the combined set of activities and notes?

  1. Both cases keep separate copies of the activities
  2. The case selected as the target (master) case Correct answer.
  3. The most recently created case
  4. The case with the higher priority value

Explanation

When cases are merged, the agent chooses the target case, and related records such as activities and attachments are consolidated onto it. The other cases are closed out as merged.

Question 10Manage cases in Customer Service

An active entitlement is marked as the default. How does it get applied to a newly created case?

  1. The agent must select it manually on every case
  2. It is applied only to cases created from an email activity
  3. It is applied only after the case is resolved
  4. It is applied automatically when the case's customer and channel match the entitlement Correct answer.

Explanation

A default entitlement is attached automatically to new cases whose customer and channel satisfy the entitlement terms and whose creation date falls inside the entitlement period. Agents can override it if a different entitlement applies.

Question 11Manage cases in Customer Service

An entitlement uses the allocation type Number of hours and is set to decrease the remaining amount on case resolution. When does the remaining hours value change?

  1. Each time the case record is saved
  2. When the case is resolved Correct answer.
  3. When the case is added to a queue
  4. When the case is created

Explanation

The Decrease Remaining On setting controls the trigger point for consuming entitlement allocation. With case resolution selected, the balance is only reduced when the case is actually resolved.

Question 12Manage cases in Customer Service

An SLA item defines a warning time of 2 hours and a failure time of 4 hours. What occurs when 2 hours elapse without resolution?

  1. The KPI fails and the failure action runs
  2. The SLA is deactivated for the case
  3. The warning action runs and the KPI shows a nearing-violation state Correct answer.
  4. The case is resolved automatically

Explanation

The warning time triggers the warning action and moves the SLA KPI into a nearing-violation state. Failure only occurs at the failure time, which then runs the failure action.

Question 13Manage cases in Customer Service

An organization wants an SLA timer to stop counting while a case is waiting on the customer. Which configuration achieves this?

  1. A workflow that sets the case status to On Hold
  2. Enabling pause on the SLA item and defining a pause condition Correct answer.
  3. A routing rule that sends the case to a waiting queue
  4. A business rule that clears the SLA field on the case

Explanation

Enhanced SLAs support pausing, which is configured per SLA item by allowing pause and defining the condition under which the timer stops. When the condition no longer holds, the timer resumes from where it stopped.

Question 14Manage cases in Customer Service

A routing rule set contains three rule items that could match the same case. How does the system evaluate them?

  1. They are evaluated by case priority, ignoring the listed order
  2. All matching rule items execute in parallel
  3. They are evaluated in listed order, and the first matching rule item routes the case Correct answer.
  4. One rule item is chosen at random to balance agent load

Explanation

Rule items in a routing rule set are evaluated top to bottom, and the first rule item whose conditions match performs the routing. Ordering therefore matters when conditions overlap.

Question 15Manage cases in Customer Service

In unified routing, which component defines the intake channel and conditions that determine whether work items are routed?

  1. Workstream Correct answer.
  2. Queue
  3. SLA item
  4. Capacity profile

Explanation

A workstream identifies the channel and the conditions that make work items eligible for unified routing. Classification and assignment rules are then configured within that workstream.

Question 16Manage cases in Customer Service

An automatic record creation rule is configured for a mailbox. What happens when an incoming email meets the rule's conditions?

  1. A phone call activity is created for the customer
  2. A case is created and can then be routed to a queue Correct answer.
  3. The email is forwarded to the queue supervisor
  4. The email is deleted after it is processed

Explanation

Automatic record creation rules convert qualifying emails into cases, optionally setting fields such as customer, subject, and origin. The resulting case is then handled by whatever routing is configured.

Question 17Manage cases in Customer Service

A supervisor wants agents to see previously resolved cases that resemble the case they are currently working. Which capability provides this?

  1. Entitlements
  2. Case merging
  3. Similar cases Correct answer.
  4. Queues

Explanation

Similar cases surfaces existing cases that match the current case on configured attributes such as subject so agents can reuse prior resolutions. It does not alter or close the case being worked.

Question 18Manage cases in Customer Service

A case is currently in the Active status. Which status reasons are available for it?

  1. Only Resolved
  2. Only Canceled
  3. Reasons such as In Progress, On Hold, and Waiting for Details Correct answer.
  4. Reasons such as Merged and Billed

Explanation

Status reasons are grouped by status, and the Active status offers reasons that describe work in progress, such as In Progress, On Hold, and Waiting for Details. Resolved and Canceled each have their own separate reason lists.

Question 19Manage cases in Customer Service

Which control on the case form presents emails, phone calls, appointments, and notes for the case in chronological order?

  1. Timeline Correct answer.
  2. Productivity pane
  3. Business process flow
  4. Smart assist

Explanation

The timeline control aggregates activity and note records related to the case and displays them chronologically for the agent. It is the standard place to review case history and post quick notes.

Question 20Manage cases in Customer Service

An agent finds a knowledge article that answers the customer's question. How is the article connected to the case?

  1. By linking the article to the case so it appears among its associated knowledge articles Correct answer.
  2. By adding the article as a queue item
  3. By creating a child case for the article
  4. By pasting the article body into the case description

Explanation

Articles can be associated with a case, which records the link and makes the article visible from the case for the agent and for reporting. The article itself stays in the knowledge base and is not copied.

Question 21Manage cases in Customer Service

Which app gives service agents a single interface for working cases, queues, and knowledge?

  1. Field Service
  2. Customer Service Hub Correct answer.
  3. Marketing
  4. Sales Hub

Explanation

Customer Service Hub is the model-driven app built for service agents, combining cases, queues, knowledge search, and dashboards. Other apps target sales, field work, or marketing scenarios.

Question 22Manage cases in Customer Service

A case is owned by an individual agent but should be worked by a shared team. Which action places it in a shared work list without closing it?

  1. Merge the case
  2. Add the case to a queue Correct answer.
  3. Create a child case
  4. Resolve the case

Explanation

Adding a case to a queue creates a queue item so any qualifying agent can pick it up from the shared list. This is separate from assigning ownership directly to a user or team.

Question 23Manage cases in Customer Service

How does canceling a case differ from resolving one?

  1. They are identical actions with different labels
  2. Resolving deletes the case while canceling keeps it
  3. Canceling captures billable time while resolving does not
  4. Resolving records that the issue was addressed, while canceling closes it without a resolution Correct answer.

Explanation

Resolving a case records a resolution and is the normal close path once the issue is handled. Canceling closes a case that will not be resolved, for example because it was raised in error or is a duplicate.

Question 24Manage cases in Customer Service

An entitlement is configured for the Email channel only. An agent creates a Phone case for a customer covered by that entitlement. What is the result?

  1. The entitlement is applied once the case is resolved
  2. The case cannot be saved until the channel is changed
  3. The entitlement does not apply because the case channel does not match Correct answer.
  4. The entitlement applies and consumes the customer's allocation

Explanation

Entitlement terms include the channels they cover, so a case must match both the customer and the channel for the entitlement to apply. A phone case does not consume allocation from an email-only entitlement.

Question 25Manage cases in Customer Service

How many routing rule sets can be active at the same time in Dynamics 365 Customer Service?

  1. An unlimited number
  2. One for each subject in the subject tree
  3. Two, one for each queue type
  4. Only one Correct answer.

Explanation

Multiple routing rule sets can exist in an organization, but only one may be active at a given time. Activating a different rule set deactivates the currently active one.

Question 26Manage knowledge management

An author creates a new knowledge article and saves it without publishing. Which status does the article have?

  1. Expired
  2. Published
  3. Discarded
  4. Draft Correct answer.

Explanation

Newly created knowledge articles are saved in the Draft state and are not indexed for knowledge search. They only become available to agents once they are published.

Question 27Manage knowledge management

How is a knowledge article uniquely identified in Dynamics 365?

  1. By the number of the first case it is linked to
  2. By the article title
  3. By the subject path assigned to it
  4. By an automatically generated article number Correct answer.

Explanation

Each knowledge article record is assigned a unique article number from a number sequence when it is created. Titles, case links, and subjects are not guaranteed to be unique, so they cannot identify an article.

Question 28Manage knowledge management

What is the main purpose of assigning subjects to a knowledge article?

  1. To categorize articles so they can be filtered Correct answer.
  2. To determine the language of the article
  3. To schedule when the article is published
  4. To control which users are allowed to read the article

Explanation

Subjects form a hierarchy that categorizes articles and can be used to filter knowledge search results. Security, language, and publishing are controlled by other settings on the article.

Question 29Manage knowledge management

What does a knowledge article template provide when an author creates an article?

  1. The list of reviewers who must approve the article
  2. A predefined structure and default content Correct answer.
  3. The date on which the article is published automatically
  4. The cases to which the new article is automatically linked

Explanation

A template supplies predefined sections, formatting, and boilerplate text so authors start from a consistent structure. Reviewers, linked cases, and publishing dates are configured separately on the article itself.

Question 30Manage knowledge management

What is the purpose of the Description field on a knowledge article?

  1. It records the language and locale of the article
  2. It lists the cases linked to the article
  3. A short summary shown in results and lists Correct answer.
  4. It stores the formatted content that readers see

Explanation

The description is a brief summary displayed with the article in search results and list views. The formatted body that readers actually read is stored in the content field.

Question 31Manage knowledge management

An agent is working on a case and wants to start a new knowledge article from the information already captured on the case. What should the agent do?

  1. Attach the case record to a published article
  2. Export the case to a file and then import it as a new article
  3. Use the case's create-article action to draft a new article Correct answer.
  4. Open a knowledge article template and retype the case details

Explanation

The create-article action on a case generates a draft article pre-populated with details from that case, which the author then edits and publishes. This avoids manual retyping of information that already exists on the case.

Question 32Manage knowledge management

Which status must an article reach before agents can find it through knowledge search?

  1. Approved
  2. Draft
  3. In review
  4. Published Correct answer.

Explanation

Only published versions of an article are indexed and returned by knowledge search. Articles that are still drafts or under review are not surfaced to agents.

Question 33Manage knowledge management

Which record stores the association between a knowledge article and a case?

  1. Knowledge Article View
  2. Subject
  3. Knowledge Article Template
  4. Knowledge Article Incident Correct answer.

Explanation

Linking an article to a case creates a knowledge article incident record that references both the article and the case. This record is what allows one article to be associated with many cases.

Question 34Manage knowledge management

An article is live as major version 2.0. The author opens it, changes the text, and saves without publishing. What is the result?

  1. A minor draft is saved and 2.0 stays live Correct answer.
  2. Version 2.0 is overwritten immediately with the changed text
  3. The article is unpublished and removed from search
  4. A new major version 3.0 is created automatically

Explanation

Edits to a published article are stored as a minor version draft while the published major version continues to be returned in search. The live content changes only when the author publishes the draft.

Question 35Manage knowledge management

A published article is at major version 2.0 and the author saves two drafts before publishing. How are the versions labelled?

  1. 2.0 published, with drafts 2.0.1 and 2.0.2
  2. 2.0 published, with drafts 2.1 and 2.2 Correct answer.
  3. 3.0 published, with drafts 3.1 and 3.2
  4. 2.0 published, with drafts 1.3 and 1.4

Explanation

Each saved draft increments the decimal part of the current major version, producing 2.1, 2.2, and so on. Publishing the draft promotes it to the next whole major version, such as 3.0.

Question 36Manage knowledge management

What happens when the review date of a published knowledge article passes?

  1. The article is deleted from the system
  2. The article's status changes to Review Correct answer.
  3. The article is copied into a new draft
  4. The article is removed from search results

Explanation

The review date signals when content should be revalidated, and when it passes the article's status changes to Review so authors know to check it. Whether an article is returned in search is governed by its published state and expiration date.

Question 37Manage knowledge management

An article reaches its expiration date. What effect does this have on knowledge search?

  1. The article is returned only for users with the author role
  2. The article is still returned but flagged as old
  3. The article is no longer returned in search Correct answer.
  4. The article is returned with its review date reset

Explanation

When the expiration date passes, the article's status becomes Expired and it is excluded from knowledge search so agents are not shown out-of-date guidance. Authors can still see the record itself.

Question 38Manage knowledge management

What does translating a knowledge article produce?

  1. A translated copy of the article text in the same record
  2. A new template for the target language
  3. A note attached to the original article
  4. A linked article record in the target language Correct answer.

Explanation

Translation creates a separate article record that is linked to the original, with its own language, versions, and publishing cycle. The original record keeps its own language and content.

Question 39Manage knowledge management

Which search providers can be selected for knowledge search in knowledge management settings?

  1. Dynamics 365 and Microsoft Exchange
  2. Dynamics 365 and SharePoint Correct answer.
  3. SharePoint and Microsoft Teams
  4. Microsoft Dataverse and SQL Server

Explanation

Knowledge management settings let an organization choose whether knowledge search queries the Dynamics 365 knowledge repository or a SharePoint repository. The other listed products are not offered as knowledge search providers.

Question 40Manage knowledge management

How can an agent search knowledge without leaving the case they are working on?

  1. By sending the case to a queue for research
  2. By using the knowledge search control on the case form Correct answer.
  3. By opening the knowledge area in a separate browser window
  4. By exporting the case and searching it offline

Explanation

The knowledge search control can be embedded on forms such as the case form, so agents search for articles in context and can link a result directly to the case. This keeps the research inside the agent's working screen.

Question 41Manage knowledge management

Why should an author add keywords to a knowledge article?

  1. To improve how the article matches search terms Correct answer.
  2. To encrypt the article for external readers
  3. To set the date when the article expires
  4. To link the article to a case automatically

Explanation

Keywords are indexed alongside the title, description, and content, so adding them increases the chance that the article surfaces for the terms agents actually type. They do not affect security, dates, or case links.

Question 42Manage knowledge management

Which record is created each time a knowledge article is viewed by a user?

  1. A knowledge article incident record
  2. A subject record
  3. A knowledge article template record
  4. A knowledge article view record Correct answer.

Explanation

Knowledge article views are logged so administrators can report on article usage and identify popular or unused content. Incident records represent case links, and subjects and templates are authoring constructs.

Question 43Manage knowledge management

An author copies a published knowledge article. What is the result?

  1. The article's translations are refreshed
  2. The article is shared with another business unit
  3. A new, independent article record is created Correct answer.
  4. The original article is duplicated as a new version of itself

Explanation

Copy creates a separate article with its own article number and version history, so later changes to either record do not affect the other. It does not add a version to the original article.

Question 44Manage knowledge management

Which field holds the formatted body of a knowledge article that readers see?

  1. Title
  2. Keywords
  3. Description
  4. Content Correct answer.

Explanation

The content field holds the rich text body, including formatting such as headings, tables, and images. The title and description are short identifying fields, and keywords only help with search matching.

Question 45Manage knowledge management

Agents report that an article never surfaces when they search for a term that appears only deep in the article body. Which change most directly improves how the article ranks for that term?

  1. Link the article to more cases
  2. Add the term to the title and keywords Correct answer.
  3. Attach the term as a note on a linked case
  4. Shorten the expiration date

Explanation

Relevance is driven by the article's own indexed fields, and matches in the title and keywords carry more weight than a match buried in the body. Dates, case links, and case notes are not part of the article's search index.

Question 46Manage knowledge management

A published article is linked to 20 open cases. The author publishes a correction to the article. What do agents handling those cases see?

  1. The corrected published version of the article Correct answer.
  2. The version that existed when each case was linked
  3. A copy of the article stored on each case
  4. Nothing until each case is relinked manually

Explanation

A case link stores a reference to the article rather than a snapshot of its content, so agents see the currently published version when they open it from a case. Corrections therefore flow through automatically.

Question 47Manage knowledge management

An agent's knowledge search returns a large number of articles that sit outside the agent's product area. What is the most direct way to narrow the results?

  1. Reduce the article expiration dates
  2. Filter the search results by subject Correct answer.
  3. Delete the unrelated articles
  4. Change the search provider to SharePoint

Explanation

Subjects categorize articles, and the knowledge search control lets agents filter results by subject so only the relevant part of the hierarchy is searched. Deleting or expiring unrelated content damages the knowledge base for other teams.

Question 48Manage knowledge management

An article was written in English and published. A French translation was created and saved as a draft. How many knowledge article records exist, and which one is returned to French-speaking agents searching today?

  1. Two records, and the French draft is returned
  2. Two records, and only the published English one is returned Correct answer.
  3. One record, and it is returned in English only until a translation is published
  4. One record, returned to agents in both languages

Explanation

Translations are stored as separate article records linked to the original. Because only published versions are indexed, the French draft is not returned until someone publishes it.

Question 49Manage knowledge management

An author decides an article is obsolete and should never be used again, but the record must be kept for auditing. Which status should be applied?

  1. Discarded Correct answer.
  2. Expired
  3. In review
  4. Published

Explanation

Discarded is the status for content that has been deliberately retired, so the record remains but the article is no longer used. Expiration reflects a validity date rather than an editorial decision to retire the content.

Question 50Manage knowledge management

Which statement describes content that came from a knowledge article template once the article has been created?

  1. It stays linked to the template and updates when the template changes
  2. It is stored in a separate template record
  3. It becomes normal editable article content Correct answer.
  4. It is locked and cannot be edited by the author

Explanation

A template only seeds a new article with structure and default text; after creation the content belongs to the article and can be edited freely. Changing the template afterwards does not alter existing articles.