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.

• ✗

  Automatically create child cases when a parent case is created.

  Why it's wrong here

  This setting automatically generates child cases upon parent case creation, which is not required here. The scenario does not mention automatic creation of child cases; it focuses on resolution behavior. Enabling this would create unnecessary child cases and could complicate case management. It does not address the requirements of resolving children with the parent or blocking parent resolution.

• ✗

  Reopen child cases when the parent case is reopened.

  Why it's wrong here

  This setting reopens child cases if the parent is reopened. While related, it does not fulfill the stated requirements. The supervisor wants to resolve children when the parent is resolved and prevent parent resolution while children are active. Reopening children is a different behavior that may be useful but is not requested in this scenario, so it should not be enabled.

• ✓

  Close all child cases when the parent case is resolved.

  Why this is correct

  This setting ensures that resolving a parent case automatically resolves all associated child cases. It is essential for maintaining data consistency and preventing orphaned child cases. By enabling this, the supervisor meets the requirement that resolving the parent also resolves children, streamlining case management and ensuring no child cases remain open unintentionally.

• ✗

  Merge child cases into the parent case upon resolution.

  Why it's wrong here

  Merging child cases into the parent is not a standard setting in parent-child case configuration. This option is not a valid configuration and would not achieve the desired outcomes. The supervisor needs specific resolution behaviors, not merging, which would combine records and potentially lose data. Therefore, this option is incorrect.

• ✓

  Don't allow parent case to be resolved until all child cases are resolved.

  Why this is correct

  This setting blocks the resolution of a parent case if any child case is still active. It enforces the rule that a parent cannot be closed prematurely. By enabling this, the supervisor ensures that all child cases are addressed before the parent is resolved, aligning with the requirement to prevent early closure of the parent.