MB-230 Extend Customer Service Practice Question
A customer service manager wants to allow agents to create a follow-up task directly from a case record without leaving the case form. The task should be linked to the case and assigned to the same agent. Which out-of-the-box feature should you configure?
⚠ Common exam trap
The trap here is overlooking the Timeline control's built-in activity creation capability and assuming a custom button or workflow is needed.
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
✓
The Timeline control on the case form with the Task activity type enabled.
The Timeline control on the case form is the standard way for agents to create and associate activities, including tasks, with a case. When the Task activity type is enabled in the Timeline configuration, agents can quickly add a task, which is automatically linked to the case via the regarding field. This satisfies the requirement without custom development.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
A workflow that creates a task record when the case is created.
Why it's wrong here
A workflow that creates a task on case creation would not allow agents to create a follow-up task on demand from the case form. It automates task creation at a specific event, not an interactive action initiated by the agent. The requirement is for agents to manually create a linked task when needed.
- ✗
A custom button that opens the Task entity form and pre-fills the regarding field.
Why it's wrong here
A custom button could achieve similar functionality but requires custom development and is not out-of-the-box. The question asks for an out-of-the-box feature. The Timeline control already provides this capability natively without custom code, making it the preferred solution.
- ✓
The Timeline control on the case form with the Task activity type enabled.
Why this is correct
The Timeline control on the case form allows agents to create and associate activities such as tasks, phone calls, and appointments directly from the case. When the Task activity type is enabled, agents can select it, fill in details, and the task is automatically linked to the case and can be assigned to the agent.
- ✗
A business process flow that includes a task step.
Why it's wrong here
A business process flow guides users through stages but does not create linked task records on demand. It can enforce data entry but does not provide the interactive task creation and association that the Timeline control offers. The requirement is for ad-hoc task creation, not a guided process.
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
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