MB-230 Manage Cases in Customer Service Practice Question
A support team uses Dynamics 365 Customer Service. They want to allow agents to quickly find similar cases and their resolutions when working on a new case. They also want to ensure that agents can link a knowledge article to a case for future reference. What should the team configure?
⚠ Common exam trap
Many candidates confuse Knowledge Search with Similar Cases, or thinking that queues can group similar 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
✓
Enable the Similar Cases feature and configure the case form to include a Knowledge Articles subgrid.
The Similar Cases feature provides AI-driven suggestions of similar cases, helping agents find resolutions. A Knowledge Articles subgrid on the case form allows agents to link relevant articles manually. Together, these features meet the requirements. Custom development or queues do not provide the needed similarity matching and knowledge linking.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Enable the Similar Cases feature and configure the case form to include a Knowledge Articles subgrid.
Why this is correct
The Similar Cases feature uses AI to suggest cases that are similar to the current case based on attributes like title and description. It helps agents find resolutions from past cases. Adding a Knowledge Articles subgrid allows agents to link relevant knowledge articles to the case. This combination meets both requirements.
- ✗
Create a custom entity for similar cases and use a plugin to find matches.
Why it's wrong here
Creating a custom entity and plugin is unnecessary and complex. The Similar Cases feature is built-in and uses AI to suggest similar cases automatically. Custom development would require significant effort and may not integrate with standard case forms. The out-of-the-box feature is the correct choice.
- ✗
Enable the Knowledge Search feature and configure it to automatically link articles to cases.
Why it's wrong here
Knowledge Search allows agents to search for articles, but it does not automatically suggest similar cases. It also does not automatically link articles; agents must manually link them. The requirement includes finding similar cases, which is handled by the Similar Cases feature, not Knowledge Search alone.
- ✗
Configure a queue that groups similar cases together.
Why it's wrong here
Queues are used to organize and route work items, not to find similar cases. They do not provide similarity matching or knowledge article linking. The Similar Cases feature is specifically designed to suggest similar cases based on content. Queues would not meet the requirement.
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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