MB-230 Manage Cases in Customer Service Practice Question
A support team at Tailspin Toys wants agents to be able to resolve cases faster by suggesting similar resolved cases and knowledge articles as they type the case title. Which two components must the administrator verify are configured and enabled to support this experience? (Choose two.)
⚠ Common exam trap
The trap here is assuming a custom automation is needed for suggestions, when the built-in experience is driven by relevance search and knowledge management settings.
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
✓
The Knowledge Management feature enabled in the Customer Service admin center.
The native similar cases and knowledge suggestions experience depends on relevance search with the knowledge article table indexed, plus the Knowledge Management feature enabled in the Customer Service admin center. Routing rule sets, SLAs, and custom flows do not provide or enable the suggestion capability, so they are not required components.
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 Knowledge Management feature enabled in the Customer Service admin center.
Why this is correct
Knowledge management must be turned on so articles can be authored, published, and searched from within the case form. Enabling it surfaces the knowledge controls and the search experience that drives suggestions. Without it, agents would have no article search pane on the case, so the suggestion experience cannot function.
- ✗
A Power Automate flow that queries Dataverse for similar cases when the title changes.
Why it's wrong here
While a flow could be built to search for similar cases, it is not a required component for the built-in suggestion experience and would duplicate functionality. The native experience uses relevance search and knowledge management rather than a custom flow. Requiring a flow would also contradict the goal of using supported, out-of-the-box behavior.
- ✗
A routing rule set that assigns cases to the knowledge manager.
Why it's wrong here
Routing rule sets assign cases to queues or agents based on conditions and have no role in surfacing similar cases or articles to an agent. Configuring one would not affect suggestions and would add unnecessary routing logic. The suggestion experience is driven by search and knowledge configuration, not by case routing.
- ✗
An SLA with a first response KPI applied to the case table.
Why it's wrong here
SLAs and KPIs track response and resolution timing; they do not index content or power similarity suggestions. Applying an SLA would change timer behavior but leave agents without suggested articles. This option is a common distractor because SLAs are prominent in case management, but they are unrelated to the suggestion feature.
- ✓
Relevance search enabled and knowledge articles indexed for the organization.
Why this is correct
Similar case and article suggestions rely on relevance search, which requires the organization to enable it and the knowledge article table to be indexed. Without indexing, the system cannot return meaningful matches as the agent types. This is a foundational requirement for the suggestion experience.
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
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.