MB-230 Manage Cases in Customer Service Practice Question
A customer service manager at Trey Research is configuring a case resolution process. The manager wants to ensure that when an agent resolves a case, the system automatically sends a satisfaction survey to the customer. The survey must be sent only if the case's priority is High and the customer's contact preference is Email. Which feature should the manager use to achieve this?
⚠ Common exam trap
The trap here is assuming that a simple workflow or a non-existent setting can automatically send a Customer Voice survey, when in fact it requires Power Automate integration.
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
✓
Configure a Customer Voice survey and use a Power Automate flow to send it based on case resolution and conditions.
The correct approach is to use Customer Voice, which is the survey tool integrated with Dynamics 365 Customer Service. You create a survey project in Customer Voice, then use Power Automate to trigger the survey when a case is resolved. The flow can include conditions to check the case's priority and the customer's contact preference (e.g., email). This method leverages the native integration and provides robust survey capabilities.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use a routing rule to route the case to a queue that automatically sends a survey upon resolution.
Why it's wrong here
Routing rules are used to route cases to queues or agents based on conditions; they do not send surveys. While routing rules can trigger actions, sending a survey is not a built-in action for routing rules. This option misrepresents the purpose of routing rules and would not achieve the requirement.
- ✗
Create a workflow that triggers on case resolution and sends an email with a survey link if the conditions are met.
Why it's wrong here
A workflow can be configured to trigger on case resolution and send an email with a survey link, but it does not integrate with the built-in Customer Voice survey functionality. The requirement is to send a satisfaction survey, which typically uses the Customer Voice integration. A workflow would require custom development to send a survey and track responses, which is not the standard approach.
- ✓
Configure a Customer Voice survey and use a Power Automate flow to send it based on case resolution and conditions.
Why this is correct
Customer Voice is the built-in survey tool in Dynamics 365 Customer Service. You can create a survey and use Power Automate to trigger sending the survey when a case is resolved, with conditions on priority and contact preference. This is the recommended and supported method to automate satisfaction surveys based on case events.
- ✗
Enable the 'Send survey on resolve' option in the Customer Service settings and set the conditions for priority and contact preference.
Why it's wrong here
There is no such option as 'Send survey on resolve' in the Customer Service settings. Survey sending is not a simple toggle; it requires configuration of a survey and a trigger. This option invents a feature that does not exist and would not meet the requirement.
Visual reference
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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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