MB-230 Manage Cases in Customer Service Practice Question
You are a functional consultant at Northwind Traders. The customer service team uses Dynamics 365 Customer Service. They need to ensure that when an agent resolves a case, a survey is automatically sent to the customer to gather feedback. The survey must be sent only if the customer's consent is recorded. What should you configure?
⚠ Common exam trap
The trap here is overlooking the need to check consent before sending the survey, and assuming that a workflow or business rule can send surveys directly.
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
✓
A Power Automate flow that triggers on case resolution, checks a consent field, and sends a Customer Voice survey if consent is true.
The requirement is to send a survey upon case resolution only if customer consent is recorded. A Power Automate flow can be triggered on case resolution, check the consent field, and then send a Customer Voice survey if consent is true. This solution is flexible, integrates with Dynamics 365, and handles the conditional logic. Other options either do not check consent or cannot send surveys.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
A business rule that checks consent and sends a survey via an action.
Why it's wrong here
Business rules cannot send surveys or call external actions. They can set field values or show/hide fields, but they cannot invoke survey distribution. Therefore, this option is not feasible. Business rules are limited to client-side and server-side logic within the platform and do not support sending emails or surveys.
- ✓
A Power Automate flow that triggers on case resolution, checks a consent field, and sends a Customer Voice survey if consent is true.
Why this is correct
This option correctly describes a Power Automate flow that triggers on case resolution, evaluates the customer's consent field, and conditionally sends a Customer Voice survey. This meets the requirement of sending the survey only if consent is recorded. Power Automate can easily check a field value and branch logic. This is the most accurate and complete solution.
- ✗
A customer voice survey configured with a workflow that sends it upon case resolution.
Why it's wrong here
Customer Voice surveys can be triggered by workflows, but the survey itself does not automatically check for consent. You would need to configure the workflow to check a consent field before sending. This option does not mention consent, so it is incomplete. It could be part of the solution, but it is not sufficient alone.
- ✗
A Power Automate flow that triggers on case resolution and sends a survey using Microsoft Forms Pro.
Why it's wrong here
While a Power Automate flow can trigger on case resolution and send a survey, it does not natively check for customer consent. You would need to add a condition to check a consent field, but the question implies that consent must be recorded. Microsoft Forms Pro is now Customer Voice, and integration is possible, but this option does not explicitly address consent verification. It could work if configured correctly, but it is not the most direct or out-of-the-box solution.
Visual reference
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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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