MB-230 Extend Customer Service Practice Question
A customer service manager wants to ensure that when a case is resolved, a survey is automatically sent to the customer. The survey must be sent using Dynamics 365 Customer Voice. What should you configure?
⚠ Common exam trap
The trap here is assuming that business rules or workflows can send Customer Voice surveys, when only Power Automate can.
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
✓
Create a Power Automate flow that triggers when a case is resolved and sends a Customer Voice survey.
Power Automate is the correct tool to automate sending a Customer Voice survey when a case is resolved. It provides a trigger for Dynamics 365 case status changes and an action to send a survey via the Customer Voice connector. Other options either cannot perform the action or do not exist.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Create a Power Automate flow that triggers when a case is resolved and sends a Customer Voice survey.
Why this is correct
Power Automate can trigger on the status change of a case (e.g., when resolved) and use the Dynamics 365 Customer Voice connector to send a survey. This is the standard method to automate survey distribution. It requires no code and integrates seamlessly with Customer Service. The flow can be configured to include case details and personalize the survey.
- ✗
Set up a workflow that runs on status change and uses the Customer Voice survey template.
Why it's wrong here
Classic workflows cannot directly send Customer Voice surveys. They can send emails, but not interact with the Customer Voice service. While workflows can trigger on status change, they lack the necessary actions to send a survey. This option fails because it suggests a capability that workflows do not have.
- ✗
Use the Customer Service admin center to enable automatic survey sending on case resolution.
Why it's wrong here
The Customer Service admin center does not have a setting to automatically send Customer Voice surveys on case resolution. Survey automation is typically handled via Power Automate or through Customer Voice's own automation features. This option is incorrect because it assumes a feature that does not exist in the admin center.
- ✗
Configure a business rule on the Case entity to send a Customer Voice survey when the status changes to Resolved.
Why it's wrong here
Business rules cannot send surveys or call external services. They are limited to client-side logic such as setting field values or showing/hiding fields. This option is incorrect because it misrepresents the capabilities of business rules. Sending a survey requires integration with Customer Voice, which is not possible through a business rule.
Visual reference
About these practice questions
This MB-230 question is part of Courseiva's 189-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.