MB-230 Manage Cases in Customer Service Practice Question
You are a functional consultant at Lucerne Publishing. The service manager wants to ensure that when a case is escalated, the original case remains open and a new escalation case is created and assigned to a specialist team. What should you configure?
⚠ Common exam trap
The trap here is assuming that the out-of-box escalation feature creates a new case, when in fact it typically reassigns or changes the status of the existing case.
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 workflow that creates a new case record and assigns it to the specialist team when the original case is escalated.
To keep the original case open and create a new escalation case assigned to a specialist team, you should configure a workflow that triggers on escalation and creates a new case record. This allows both cases to be tracked independently and ensures the specialist team receives the escalation.
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 routing rule that creates a new case when the original case priority is set to High.
Why it's wrong here
Routing rules are used to route existing cases to queues or agents based on conditions. They do not create new case records. While you could route the original case to a specialist team, that would not keep the original case open and create a separate escalation case. A different mechanism is needed for case creation.
- ✓
Create a workflow that creates a new case record and assigns it to the specialist team when the original case is escalated.
Why this is correct
A workflow can be triggered on the escalation action or status change of the original case. It can create a new case record, copy relevant information, and assign it to the specialist team. This approach keeps the original case open and separate, ensuring both cases are tracked independently.
- ✗
Use the out-of-box 'Escalate Case' action, which automatically creates a child case and assigns it to a queue.
Why it's wrong here
The out-of-box escalation process in Dynamics 365 Customer Service does not automatically create a new case. It typically changes the case status or reassigns it. There is no native 'Escalate Case' action that spawns a new case. Custom automation is required to achieve the described behavior.
- ✗
Set up a real-time workflow that changes the case status to Escalated and reassigns it to the specialist team.
Why it's wrong here
Changing the status and reassigning the original case does not create a new escalation case. The requirement is to keep the original case open and create a separate case. Reassigning the original case would not fulfill the need for a distinct escalation case, and it would not keep the original case open if the status changes.
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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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