MB-230 Manage Cases in Customer Service Practice Question
A support manager at Litware Inc. wants to ensure that when an agent manually creates a case from the Customer Service Hub, the case is automatically assigned to the queue that matches the product selected on the case form. The routing rule set is already activated. Which configuration must be completed to meet this requirement?
⚠ Common exam trap
It's easy for candidates to confuse routing rule sets with automatic case creation rules or workflows, which serve different purposes and do not provide the same immediate, condition-based queue assignment for manually created cases.
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
✓
Create a routing rule with a condition on the Product field and set the route to the appropriate queue.
Routing rule sets in Dynamics 365 Customer Service evaluate conditions on the case record and route cases to queues or users. By creating a routing rule with a condition on the Product field and routing to the appropriate queue, the manager ensures that manually created cases are automatically assigned based on product. The rule set must be activated, which is already the case, so only the rule itself is needed.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Set the case entity's ownership to User by default.
Why it's wrong here
Defaulting case ownership to User bypasses queue-based routing entirely. Routing rule sets evaluate conditions and route to queues or users, but the record must first be created without a pre-assigned owner for the rule to apply. Setting ownership to User would cause the case to be owned by the creating agent, preventing the queue assignment logic from executing as intended for this scenario.
- ✗
Enable automatic case creation rules for the Product entity.
Why it's wrong here
Automatic case creation rules are used to create cases from activities such as email or social posts, not to route manually created cases. They do not evaluate the Product field to assign queues. This option confuses the feature for generating cases with the feature for routing them, and would not achieve the desired automatic queue assignment for manually created cases.
- ✓
Create a routing rule with a condition on the Product field and set the route to the appropriate queue.
Why this is correct
Routing rules evaluate conditions on the case record, such as the Product field, and then route the case to a designated queue. This is exactly what the manager needs: when a case is created with a specific product, the rule matches and assigns it to the corresponding queue. The rule set must be activated, which is already done, so only the rule itself needs to be configured.
- ✗
Configure a workflow that assigns the case to a queue based on the Product field.
Why it's wrong here
A workflow can assign a case to a queue, but it runs asynchronously and is not the native routing mechanism in Dynamics 365 Customer Service for this purpose. Routing rule sets are specifically designed for automatic case routing based on conditions. Using a workflow adds unnecessary complexity and may not trigger immediately upon case creation, leading to delays in assignment and potential missed SLAs.
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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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