MB-230 Manage Cases in Customer Service Practice Question
You are a functional consultant at Alpine Ski House. The service manager wants to give agents the ability to see all cases that were previously resolved for the same customer directly from the case form, without leaving the record. You need to configure the case form to display this information. What should you do?
⚠ Common exam trap
It's easy for candidates to confuse an aggregate or copied value with a true related-records list, which the subgrid uniquely provides.
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
✓
Add the Related Cases subgrid to the case form and filter it to show cases with a status of Resolved for the same customer.
The Related Cases subgrid is the native way to show other cases associated with the same customer directly on the case form. Filtering to Resolved status ensures agents see only completed cases, which supports faster resolution of recurring issues. Other options either aggregate data, require external tools, or only copy a single value, failing the requirement.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Add the Related Cases subgrid to the case form and filter it to show cases with a status of Resolved for the same customer.
Why this is correct
The Related Cases subgrid is a standard component that surfaces other cases linked to the same customer record. By adding it to the case form and applying a view filter for Resolved status, agents see prior resolutions in context without navigating away. This meets the requirement directly and uses native form configuration.
- ✗
Use a business rule to copy the resolution from the most recent resolved case into a new field on the case form.
Why it's wrong here
A business rule can set or copy field values, but it cannot display a list of related records. It would only populate a single field with one resolution, losing the history of multiple prior cases. This does not provide the required view of all resolved cases for the customer.
- ✗
Create a Power BI dashboard that displays resolved cases by customer and embed it on the case form.
Why it's wrong here
Embedding a Power BI dashboard requires additional licensing and configuration, and it is not a native case form component. It would not provide the inline, record-context list of resolved cases for the current customer. This approach adds complexity without meeting the in-form requirement efficiently.
- ✗
Configure a rollup field on the customer record that counts resolved cases and display it on the case form.
Why it's wrong here
A rollup field returns an aggregate value such as a count, not a list of individual case records. Agents would see only a number, not the details of prior resolutions. This does not satisfy the need to view the actual resolved cases from the case form.
Visual reference
About these practice questions
This MB-230 question is part of Courseiva's 189-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.