MB-230 Extend Customer Service Practice Question

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 Power Automate flow that retrieves orders and creates notes on the case.

  Why it's wrong here

  A Power Automate flow can retrieve data and create notes, but it would not display the data in a section on the form in real-time. Notes are static and require a flow run, which may not be triggered on demand. The requirement is for agents to quickly view order data while working on a case, so a dynamic display is needed.

• ✗

  A custom entity to store order data synced from the external system.

  Why it's wrong here

  Creating a custom entity to store order data would require data synchronization and may not provide real-time information. It adds complexity and storage overhead. The requirement is to display data from an external system on the form without navigating away, so a real-time integration is more appropriate than duplicating data into a custom entity.

• ✓

  An HTML web resource that calls the REST API and displays the order data.

  Why this is correct

  An HTML web resource can be embedded on the Case form and use JavaScript to call the external REST API, then render the order data in a section. This provides real-time data without navigating away. Web resources are a standard way to extend forms with custom UI and integrate with external services, making this the correct approach.

• ✗

  A business rule that calls the REST API and populates fields on the Case form.

  Why it's wrong here

  Business rules cannot call external REST APIs directly. They are used for client-side logic and field validations within Dynamics 365. They cannot integrate with external systems or display dynamic data. Therefore, a business rule cannot fulfill the requirement of showing external order data on the form.