MB-230 Manage Cases in Customer Service Practice Question
A service manager at Proseware Inc. notices that agents are manually entering the same product and entitlement information on every case, causing errors. The manager wants the system to automatically populate the customer's active entitlement and default product on new cases created from a phone call. What should the manager configure?
⚠ Common exam trap
The trap here is assuming a default entitlement setting picks the right record per customer, when it simply applies a blanket default.
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
✓
A business rule on the case table that sets the entitlement field when the customer is populated.
A business rule on the case table is the no-code mechanism that can react when the customer field is set and populate lookup fields such as entitlement and product. Field mappings, default entitlement settings, and calculated fields either cannot resolve the customer's active entitlement or cannot set a lookup, so the business rule is the correct choice.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
A calculated field on the case that derives the entitlement from the customer record.
Why it's wrong here
Calculated fields can only use values from fields on the same record and cannot query related records such as a customer's entitlements. They also cannot populate a lookup field, since they return simple values. This makes them unsuitable for selecting the correct active entitlement for the case.
- ✗
A default entitlement setting in the Customer Service admin center.
Why it's wrong here
The Customer Service admin center allows an administrator to set a default entitlement, but that applies broadly rather than selecting the customer's actual active entitlement. It would not dynamically match the case's customer to the correct entitlement, so cases could be associated with the wrong coverage and skew SLA calculations.
- ✓
A business rule on the case table that sets the entitlement field when the customer is populated.
Why this is correct
A business rule on the case table can set field values based on conditions, such as populating the entitlement lookup when the customer field is filled. This runs in the form without code and can also set the product field, reducing manual entry. Business rules are the supported no-code way to drive field values during case creation.
- ✗
A field mapping on the customer relationship that copies entitlement to the case.
Why it's wrong here
Field mappings work when creating a record from a parent record, such as a case from a customer, but they copy values directly from mapped fields and cannot resolve which entitlement is currently active. The customer record does not hold a single active entitlement value that could be mapped reliably, so this approach would not populate the correct entitlement.
Visual reference
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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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