MB-230 Manage Cases in Customer Service Practice Question
A customer service representative at Contoso, Ltd. needs to quickly find all cases that are related to a specific product and have been escalated in the last week. Which feature should the representative use?
⚠ Common exam trap
The trap here is thinking that system views or dashboards can be easily customized by end users for ad-hoc queries, but they are typically fixed or require administrative setup.
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
✓
Advanced Find
Advanced Find is the built-in tool for creating ad-hoc queries in Dynamics 365. It allows the representative to specify multiple conditions, such as product equals a certain value and escalated equals yes, and also filter by date. This enables quick retrieval of the desired cases. Other options are either static or not designed for flexible searching.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
System Views
Why it's wrong here
System views are predefined lists of records based on filter criteria set by an administrator. They cannot be easily modified by end users for ad-hoc queries. While a view could be created for escalated cases, it would not allow the representative to quickly add a product filter. Thus, system views are not the best choice for this dynamic search.
- ✓
Advanced Find
Why this is correct
Advanced Find allows users to build queries across multiple entities and filter by fields such as product and escalation status. It can also filter by date ranges, like the last week. This is the correct tool for ad-hoc searches that combine conditions. It provides a flexible way to locate specific cases without needing custom views.
- ✗
Dashboard
Why it's wrong here
Dashboards display charts and lists of records but are typically preconfigured. They may show escalated cases, but they do not offer the flexibility to filter by a specific product and date range on the fly. Dashboards are for at-a-glance monitoring, not for ad-hoc querying. Hence, they are not suitable for this task.
- ✗
Case Hierarchy
Why it's wrong here
Case hierarchy shows the relationship between parent and child cases. It does not provide filtering by product or escalation status. It is used to visualize related cases, not to search for cases based on multiple criteria. Therefore, it does not meet the representative's need to find cases by product and escalation date.
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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