MB-230 Manage Cases in Customer Service Practice Question
A customer service representative at Litware Inc. needs to quickly find all cases that are related to a specific customer and have been resolved in the last 30 days. The representative wants to see a list of these cases without creating a custom view. What should the representative use?
⚠ Common exam trap
Watch out — candidates often confuse the global search box with a structured query tool; the search box does not support combining filters like customer and date range.
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, setting the Case entity, adding a condition for Customer equals the specific customer, and a condition for Status Reason equals Resolved with a date filter for the last 30 days.
Advanced Find is the correct tool because it allows the representative to query the Case entity with multiple conditions: Customer equals the specific customer, Status Reason equals Resolved, and a date filter for the last 30 days. This provides a precise list without requiring a custom view. The other options either search globally, show only activities, or display only active cases assigned to the user, none of which meet the requirement.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The Customer Service Hub's 'My Active Cases' view, sorting by customer and filtering by resolution date.
Why it's wrong here
The 'My Active Cases' view shows only cases assigned to the current user and only those that are active. Resolved cases are not included. The representative needs to see resolved cases for a specific customer, which may not be assigned to them. This view cannot be easily modified to include resolved cases and filter by customer without creating a custom view.
- ✓
Advanced Find, setting the Case entity, adding a condition for Customer equals the specific customer, and a condition for Status Reason equals Resolved with a date filter for the last 30 days.
Why this is correct
Advanced Find allows the user to build complex queries against any entity. By selecting the Case entity, adding a condition for Customer, and another for Status Reason with a date filter, the representative can retrieve exactly the cases needed. The results can be viewed as a list and even saved as a personal view for future use. This meets the requirement without creating a custom view from scratch.
- ✗
The Timeline control on the customer record, filtering activities for resolved cases.
Why it's wrong here
The Timeline control displays activities related to a record, such as emails, appointments, and tasks, but it does not list cases directly. While cases can be associated with a customer, the Timeline does not provide a filterable list of cases with resolution dates. The representative needs a case-specific view, not an activity timeline.
- ✗
The search box on the Customer Service Hub dashboard, entering the customer name and 'resolved'.
Why it's wrong here
The search box performs a global search across multiple entities and does not allow filtering by date range or combining multiple criteria like customer and resolution date. It might return cases, but not in a structured list with the required filters. The representative needs a more precise tool to filter cases by customer and date, such as Advanced Find or a personal view.
Visual reference
About these practice questions
One of 189 original MB-230 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.