MB-230 Manage Cases in Customer Service Practice Question
A support manager at City Power & Light wants agents to see related cases for the same customer while working a case, so they can spot repeat contact patterns. The manager also wants to prevent agents from editing those related records from within the case form. Which configuration should the manager use?
⚠ Common exam trap
Many candidates confuse activity history controls such as the timeline with record subgrids, which are what actually display related case records.
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
✓
Add a subgrid of cases to the case form with the related cases view, and clear the allow editing option.
A read-only subgrid on the case form, filtered to cases for the same customer, gives agents immediate visibility into repeat contacts while preventing accidental edits to those records. Rollup and calculated fields only surface aggregated or derived values, and the timeline shows activities rather than case records, so none of them meet both requirements.
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 a calculated field that concatenates the customer's case titles.
Why it's wrong here
Calculated fields derive values from fields on the same record and cannot query or list other case records across the customer. Concatenating titles would also produce a static text string that agents cannot act on. This approach neither shows actionable related cases nor enforces read-only behavior for those records.
- ✗
Configure a timeline control filtered to case records for the same customer.
Why it's wrong here
The timeline displays activities and notes, not case records, so it cannot list the customer's other cases. While the timeline is useful for interaction history, it does not provide the case-to-case visibility the manager wants, and it also does not address the requirement to prevent editing of related cases.
- ✓
Add a subgrid of cases to the case form with the related cases view, and clear the allow editing option.
Why this is correct
A subgrid on the case form can display cases filtered to the same customer, using a related view. Clearing the allow editing setting makes the subgrid read-only, so agents can see repeat contacts without modifying those records. This satisfies both requirements: visibility of related cases and prevention of edits directly from the form.
- ✗
Create a rollup field that counts the customer's cases and display it on the form.
Why it's wrong here
A rollup field aggregates values, such as a count of related cases, but it shows only a number, not the case records themselves. Agents could not open or review the details of prior cases to identify patterns. Rollups also refresh on a schedule rather than instantly, so the count may lag behind reality and mislead the agent.
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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