MB-230 Manage Cases in Customer Service Practice Question
You are a functional consultant at Fabrikam Inc. The customer service team uses Dynamics 365 Customer Service. They need to allow agents to quickly find similar cases when working on a new case. The solution should suggest cases that have similar titles and descriptions. What should you enable?
⚠ Common exam trap
Test-takers frequently confuse Knowledge Search with Similar Cases, as both provide reference information but for different record types.
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
✓
Similar Cases
Similar Cases is a built-in feature that leverages text analytics to identify and display cases with similar titles and descriptions. This helps agents quickly reference past resolutions. Knowledge Search is for articles, Case Merge is for combining cases, and Unified Routing is for assignment. Only Similar Cases directly fulfills 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.
- ✗
Case Merge
Why it's wrong here
Case Merge is used to combine multiple cases into one, typically for duplicate cases. It does not suggest similar cases; it is a manual action to merge records. This feature is unrelated to the requirement of finding similar cases for reference. Hence, it is incorrect.
- ✗
Unified Routing
Why it's wrong here
Unified Routing is used to route cases to the appropriate agents or queues based on rules. It does not provide suggestions for similar cases. While it improves case assignment, it does not address the need to find similar cases based on content. Therefore, this option is not relevant.
- ✓
Similar Cases
Why this is correct
Similar Cases is a feature in Dynamics 365 Customer Service that uses text analytics to suggest cases with similar titles and descriptions. When enabled, it displays a list of similar cases on the case form, helping agents find relevant resolutions. This directly meets the requirement. Enabling this feature is a simple configuration in the Customer Service Hub settings.
- ✗
Knowledge Search
Why it's wrong here
Knowledge Search allows agents to search knowledge articles, not cases. While it can help find resolutions, it does not suggest similar cases based on title and description. The requirement is specifically about finding similar cases, not articles. Therefore, this option does not meet the need.
About these practice questions
One of 189 original MB-230 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. 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.