MB-230 Manage Cases in 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.

• ✗

  Create a new case and merge it into the existing case.

  Why it's wrong here

  Creating another case and merging it adds an unnecessary record and consumes duplicate-detection and merge effort for what is simply a follow-up interaction. Merge is designed to consolidate duplicate cases, not to log a phone call on an open case. The representative should record the interaction directly against the existing case instead of introducing a new case record.

• ✗

  Create a child case and associate it with the parent case.

  Why it's wrong here

  Parent-child case relationships are used when distinct workstreams must be tracked separately, for example a hardware issue and a software issue under one master case. A simple follow-up call on the same unresolved issue does not warrant a separate child case. Creating one adds administrative overhead and fragments the interaction history across records.

• ✗

  Reopen the case and change its status reason to Researching.

  Why it's wrong here

  Reopening and changing the status reason alters the case lifecycle state but does not record the callback itself. The case is already active, so no reopen is needed, and the status reason does not store interaction details such as call duration or notes. The representative needs an activity to capture the conversation, not a status change.

• ✓

  Add a phone call activity to the existing case record.

  Why this is correct

  Activities such as phone calls, tasks, and appointments can be created directly from a case and are linked to it through the regarding lookup. Adding a phone call captures the callback interaction, its duration, and notes on the same case, preserving a complete timeline. This is the intended way to log a new customer interaction on an existing case without creating a new case record.