MB-230 Manage Cases in Customer Service Practice Question
A customer service manager at Fabrikam, Inc. needs to ensure that when a case is escalated, the original case remains open and a new linked case is created for a senior team. The manager wants the new case to inherit the customer and subject from the original. Which feature should the manager configure?
⚠ Common exam trap
The trap here is assuming that case escalation automatically creates a new case, when it only changes the case's state or routes it.
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
✓
Case escalation with a Power Automate flow that creates a new case
The requirement is to create a new linked case upon escalation while keeping the original open. A Power Automate flow can be triggered on the case escalation action, create a new case, copy relevant fields, and establish a relationship. This is the most flexible and automated approach. Other options either merge cases, require manual creation, or only route existing cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Case merge
Why it's wrong here
Case merge combines multiple cases into one, closing the others. It does not create a new linked case while keeping the original open. The requirement is to escalate by creating a new case, not to consolidate. Therefore, case merge is not appropriate.
- ✗
Parent-child case relationship
Why it's wrong here
Parent-child case relationships allow you to associate cases hierarchically, but they do not automatically create a new case upon escalation. You would have to manually create the child case and link it. This does not meet the requirement for automatic creation and inheritance of fields.
- ✓
Case escalation with a Power Automate flow that creates a new case
Why this is correct
A Power Automate flow can trigger when a case is escalated, create a new case, copy the customer and subject, and link it to the original. This keeps the original open and automates the process. It provides the flexibility to set the new case's fields and relationship as needed.
- ✗
Unified routing rule with escalation action
Why it's wrong here
Unified routing rules can route cases to queues or agents based on conditions, but they do not create new linked cases. They are used for assignment and work distribution. Therefore, they cannot fulfill the requirement to create a new case for the senior team.
About these practice questions
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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
This MB-230 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-230 exam.