MB-230 Manage Cases in Customer Service Practice Question
Northwind Traders uses Dynamics 365 Customer Service. The service team has a parent case that is currently assigned to a senior agent. The senior agent needs to break the work into four distinct, independently tracked tasks that each have their own priority, owner, and resolution notes, while still being linked so the parent case cannot be closed until all four are complete. What should the senior agent do?
⚠ Common exam trap
The trap here is assuming that activities such as tasks or phone calls on the timeline can substitute for child cases, when only child cases participate in the parent-case closure preference.
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 four child cases from the parent case and configure the parent case's closure preference to require child cases to be resolved before the parent can be closed.
Child cases are designed to decompose a larger customer issue into independently managed units that remain associated with the original case. Configuring the parent case closure preference to require resolved child cases prevents the parent from being closed prematurely, while each child retains its own owner, priority, and resolution details.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create four queues and move the parent case between them as each workstream begins, assigning each queue a different priority and owner.
Why it's wrong here
Queues are containers used for routing and pickup of work items, not for splitting a single case into independently tracked units. Moving one parent case between queues does not create separate records with their own owners, priorities, and resolution notes, and it provides no mechanism to block parent closure until all workstreams finish.
- ✗
Use the Merge Cases feature to combine the parent case with four newly created cases so that all five records share a single owner and priority.
Why it's wrong here
Merging collapses multiple case records into one, discarding the separate identities the senior agent needs. After a merge there is only one case with one owner and one priority, so the requirement for four independently tracked workstreams with distinct owners and resolution notes cannot be met.
- ✗
Create four tasks on the timeline of the parent case and assign each task to a different agent, relying on the task completion status to gate case closure.
Why it's wrong here
Activities such as tasks appear on the timeline and can be assigned, but they do not carry case-level status, resolution, or their own SLA tracking. Tasks also do not natively prevent the parent case from being resolved, so they cannot enforce the required closure dependency the scenario demands.
- ✓
Create four child cases from the parent case and configure the parent case's closure preference to require child cases to be resolved before the parent can be closed.
Why this is correct
Creating child cases from the parent case links them through the parent-child relationship, and setting the parent case closure preference to require resolved child cases enforces the dependency. Each child case carries its own priority, owner, and resolution notes, which satisfies the requirement for independent tracking while keeping the work associated with the original customer issue.
Visual reference
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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