MB-230 Manage Cases in Customer Service Practice Question
You are a Customer Service functional consultant for Lamna Healthcare. The service team handles cases that are frequently reopened by customers. The service manager wants to track how many times a case has been reopened and require agents to provide a reason each time they reopen a case. What should you configure?
⚠ Common exam trap
The trap here is assuming that case reopening rules automatically track reopen counts and enforce reasons, when they only automate reopening based on customer replies.
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 custom field 'Reopen Count' and a business rule that increments the field and makes a 'Reopen Reason' field required when the case status changes to Reopened.
The requirement is to track reopenings and enforce a reason each time a case is reopened. A custom field for reopen count and a business rule that increments it and makes a reason field required upon status change to Reopened achieves both goals. Business rules are the appropriate no-code tool for enforcing field requirements conditionally. This approach provides accurate data for reporting and ensures agents comply.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Configure a workflow that sends an email to the service manager every time a case is reopened and asks the agent to reply with the reason.
Why it's wrong here
Sending an email to the manager does not track the number of reopenings or enforce a reason within the case record. The reason would be captured in an email, not on the case, making reporting difficult. This approach also adds unnecessary overhead and does not prevent the agent from reopening without providing a reason. It fails to meet the tracking and enforcement requirements.
- ✗
Use the Case Resolution dialog and add a required 'Reopen Reason' field to the resolve case form, then set the case status to Reopened.
Why it's wrong here
The Case Resolution dialog is used when resolving a case, not reopening it. Adding a required field there would enforce a reason at resolution, not at reopening. This does not track the number of reopenings, and the agent would still need to reopen the case separately. The scenario specifically requires the reason at the time of reopening, so this configuration does not satisfy the requirement.
- ✓
Create a custom field 'Reopen Count' and a business rule that increments the field and makes a 'Reopen Reason' field required when the case status changes to Reopened.
Why this is correct
A custom field to count reopenings and a business rule to enforce a reason when the status changes to Reopened directly address the requirement. Business rules can set a field as required based on another field's value or status change, and can also increment a counter. This provides both tracking and enforcement without custom code, which is the recommended no-code approach in Dynamics 365 Customer Service.
- ✗
Enable the case reopening rule and set the case status to Reopened, then add a required field for the reopen reason on the case form.
Why it's wrong here
Case reopening rules in Dynamics 365 Customer Service are used to automatically reopen cases based on customer replies, not to track the number of reopenings or enforce a reason. The count of reopenings is not automatically captured by simply changing the status. A custom field can be added, but without a business rule or workflow to enforce it, the requirement to provide a reason is not met.
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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.