MB-230 Manage Cases in Customer Service Practice Question
A customer service manager at Proseware Inc. wants to ensure that when a case is created, the system automatically sends an email to the customer acknowledging receipt. The email must include the case number and a link to the case. The manager also wants to track whether the email was delivered successfully. What should the manager configure?
⚠ Common exam trap
The trap here is assuming that email templates can auto-send or that notes can track delivery, when in fact only email activities provide delivery status tracking.
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 workflow that triggers on case creation, sends an email using a template with the case number and link, and creates an email activity record.
The requirement is to automatically send an acknowledgment email with case number and link, and to track delivery. A workflow triggered on case creation can send an email using a template and create an email activity record. The email activity's status provides delivery tracking. Power Automate with notes lacks tracking, business rules cannot send emails, and email templates alone do not auto-send. Thus, the workflow is the correct choice.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
An email template configured to auto-send on case creation, with delivery receipts enabled in Exchange.
Why it's wrong here
Email templates in Dynamics 365 do not automatically send on record creation. They are used to pre-populate email content, but a workflow or flow must trigger the send action. Delivery receipts in Exchange are separate from Dynamics 365 and do not integrate with the case's email activity for tracking within the system. This option does not provide the required automation and tracking within Dynamics 365.
- ✗
A Power Automate flow that sends an email via Outlook and logs the email as a note on the case.
Why it's wrong here
While Power Automate can send emails and create notes, notes do not provide delivery tracking. The requirement is to track whether the email was delivered successfully. Email activity records in Dynamics 365 have a status reason that reflects delivery status, whereas notes do not. Therefore, this approach does not meet the tracking requirement, even though it sends the email.
- ✗
A business rule that sends an email when the case is created, using the customer's email address.
Why it's wrong here
Business rules cannot send emails. They are used for setting field values, showing or hiding fields, and validating data. They do not have the capability to perform actions like sending emails or creating records. Therefore, this option is not feasible for the requirement. A workflow or Power Automate flow is needed to send emails.
- ✓
A workflow that triggers on case creation, sends an email using a template with the case number and link, and creates an email activity record.
Why this is correct
A workflow can be triggered on the creation of a case. It can use an email template that includes dynamic fields for the case number and a hyperlink to the case record. The workflow sends the email and creates an email activity associated with the case. This activity record allows tracking of delivery status, such as whether the email was sent, delivered, or failed. This fully meets the requirement.
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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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