MB-230 Practice Question: Configure Representative Experience and Routing
Exhibit
{
"msdyn_name": "Default Case Session",
"msdyn_anchortab": "incident_customer_summary",
"msdyn_sessiontype": "entity"
}Refer to the exhibit. A consultant is reviewing a session template configuration for cases. What will be the result when an agent opens a case record using this template?
⚠ Common exam trap
Candidates often assume that opening a record simply loads the form. They fail to recognize that the session template explicitly defines an anchor tab that remains pinned and unclosable.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
A new session will start, and the 'incident_customer_summary' tab will be the anchor.
The exhibit defines the behavior of an entity-based session. The 'msdyn_anchortab' field is crucial as it specifies which application tab will be the primary, non-closable tab for the session. In this case, the 'incident_customer_summary' tab will be the first thing the agent sees and cannot be closed.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The session will open with the customer's account form as the main tab.
Why it's wrong here
The anchor tab is specifically set to 'incident_customer_summary', which is typically a specialized tab for case data. Unless that tab was specifically configured to show the account form, the session would instead default to the case-related information defined in that particular application tab's configuration.
- ✓
A new session will start, and the 'incident_customer_summary' tab will be the anchor.
Why this is correct
The 'msdyn_anchortab' attribute identifies the application tab that serves as the fixed point of the session. When this template is used, the system will automatically load the customer summary tab and prevent the agent from closing it, ensuring the most important information remains visible.
- ✗
The agent will be prompted to choose which tab to anchor before the session loads.
Why it's wrong here
Session templates are designed to automate the workspace setup and do not require agent input for structural elements like anchor tabs. The settings defined in the template are applied immediately upon session creation to provide a seamless and standardized experience for every record opened by the agent.
- ✗
The session will fail to load because the session type is set to 'entity'.
Why it's wrong here
'Entity' is a valid and standard session type in Dynamics 365. It is used when a session is centered around a specific record, such as a Case or an Account. This configuration is perfectly normal and is the foundation for most session-based navigation in the Customer Service workspace.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official Microsoft exam blueprint
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