MB-230 Manage Cases in Customer Service Practice Question
You are a functional consultant at Lucerne Shipping. Agents frequently resolve cases by phone but forget to capture the resolution details. Management wants to require a resolution description before an agent can resolve a case, and they want the requirement applied consistently to all case forms. What should you configure?
⚠ Common exam trap
The trap here is assuming that making the Resolution field business required on the case form enforces the rule everywhere, when form requirements only apply to the interactive form experience.
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 synchronous pre-operation plug-in registered on the Resolve message for the Case entity that throws an error when the description is empty.
Server-side enforcement is the only way to guarantee a required resolution description across every client and integration. A synchronous pre-operation plug-in on the Resolve message validates the data before the database transaction commits, so the case cannot be resolved without the description. Form-level requirements, client-side scripts, and post-update flows either apply only to specific UI paths or run too late to prevent the invalid resolution.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Make the Resolution field business required on the Case main form.
Why it's wrong here
Setting the Resolution field to business required on the Case main form enforces data entry in the form UI, but the requirement is not evaluated when a case is resolved through other channels such as the Resolve Case dialog or the Web API. Because management wants the rule applied to all case forms and resolution paths, a form-level requirement leaves gaps and does not guarantee the description is captured consistently.
- ✗
Create a Power Automate cloud flow that runs on case resolution and rejects the update if the description is blank.
Why it's wrong here
A cloud flow triggered after the case update cannot reliably block the resolution because the update has already been committed by the time the flow runs. The flow could reopen the case or send a notification, but it does not prevent the missing description in the first place, causing churn and inconsistent case history. A synchronous, pre-update enforcement mechanism is required for this scenario.
- ✗
Configure a custom case resolution dialog with JavaScript that validates the description field before allowing the resolve action.
Why it's wrong here
Customizing the case resolution dialog with JavaScript validation only covers the interactive dialog experience. Agents resolving cases through the timeline, the command bar on other forms, or integrations bypass the dialog entirely, so the rule is not applied consistently. The requirement calls for enforcement across all resolution paths, which a client-side dialog script alone cannot provide.
- ✓
Create a synchronous pre-operation plug-in registered on the Resolve message for the Case entity that throws an error when the description is empty.
Why this is correct
A synchronous pre-operation plug-in registered on the Resolve message for the Case entity runs before the resolution is committed and can throw an InvalidPluginExecutionException if the resolution description is empty. This blocks the resolution regardless of the client or integration used, satisfying the requirement that all case forms and resolution paths enforce the same rule consistently and reliably.
Visual reference
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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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