MB-230 Manage Cases in Customer Service Practice Question
A customer service representative at Alpine Ski House needs to quickly find all cases that are related to a specific product. Which feature should the representative use?
⚠ Common exam trap
The trap here is assuming that the search box can filter by lookup fields like Product, when it often only searches text fields, leading to incomplete results.
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
✓
Use the Advanced Find feature to query cases by the Product field.
Advanced Find is the correct tool for quickly querying cases by the Product field. It allows ad-hoc filtering without customization and can be used by any user with read privileges. The search box may not cover lookup fields, creating a system view is not quick, and the timeline is for activities, not case filtering.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use the Timeline control to filter activities by product.
Why it's wrong here
The Timeline control displays activities related to a case, but it does not filter cases by product. It is used within a case record to view interactions, not to search across multiple cases for a specific product, so it does not meet the requirement.
- ✓
Use the Advanced Find feature to query cases by the Product field.
Why this is correct
Advanced Find allows the representative to build a query that filters cases based on the Product field. It provides precise results and can be saved as a personal view for future use, directly addressing the need to find cases related to a specific product.
- ✗
Use the search box on the Cases view and enter the product name.
Why it's wrong here
The search box performs a keyword search across case fields, but it may not reliably filter by the related product. It searches for the text in searchable fields, which might not include the product lookup, and results could be incomplete or inaccurate.
- ✗
Create a new system view that filters cases by the Product field.
Why it's wrong here
Creating a system view requires customization privileges and is typically done by an administrator. While it would filter cases by product, it is not the quickest method for a representative to find cases on the fly, as it involves configuration and may affect other users.
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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