MB-230 Extend Customer Service Practice Question
A customer service manager wants to add a button to the Case form that opens a custom dialog to collect additional information from agents. The button should only be visible when the case status is 'Active'. Which customization should the consultant use?
⚠ Common exam trap
The trap here is assuming that business rules or Power Automate can add buttons to the command bar, when those tools operate on form fields or server-side events, not on the command bar UI.
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
✓
Add a ribbon button using the Ribbon Workbench and configure an enable rule that checks the case status.
The command bar in model-driven apps is customized using the Ribbon Workbench. You can add a button and define an enable rule that evaluates the case status, ensuring the button is only visible when the case is Active. This is the supported, declarative approach for adding interactive buttons that trigger custom dialogs or JavaScript functions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Add a custom HTML web resource to the form and use JavaScript to show a button.
Why it's wrong here
An HTML web resource embedded in a form can display a button, but it is not integrated with the command bar and requires manual styling and event handling. It also does not automatically respect form state like status changes without additional scripting. The Ribbon Workbench provides a native, supported way to add command bar buttons with enable rules, making it the better choice.
- ✗
Use a Power Automate flow triggered on the OnSave event to display a dialog.
Why it's wrong here
Power Automate flows run server-side and cannot display client-side dialogs or buttons. They are triggered by events like record creation or update, not by user interface interactions. The requirement is for a button that agents click, which is a client-side UI element. This approach does not provide the button or the conditional visibility.
- ✗
Create a business rule that shows a button when the status is Active.
Why it's wrong here
Business rules can show or hide fields, set values, or perform actions like recommendations, but they cannot add interactive buttons to the command bar. They are limited to form field behavior and cannot trigger custom dialogs. This option misinterprets the capabilities of business rules, which do not control command bar elements.
- ✓
Add a ribbon button using the Ribbon Workbench and configure an enable rule that checks the case status.
Why this is correct
The Ribbon Workbench is the standard tool for customizing command bar buttons in model-driven apps. It allows you to add a button and define enable rules that control visibility based on form state, such as the case status. An enable rule can use a JavaScript function or a value rule to check if the status is Active. This meets the requirement without custom code beyond the rule logic.
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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.