MB-230 Extend Customer Service Practice Question
You are a functional consultant for a company using Dynamics 365 Customer Service. The company wants to create a custom entity to track customer feedback and associate it with cases. They need to ensure that the feedback entity can be used in the Customer Service Hub and that users can create feedback records directly from a case. What should you do first?
⚠ Common exam trap
The trap here is assuming that adding the entity to the app or customizing the form is the first step, but the relationship must be established first.
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 1:N relationship between the Case entity and the custom feedback entity.
To track feedback and associate it with cases, you must first create a relationship between the Case and the custom feedback entity. This relationship enables the association and allows feedback records to be linked to cases. Once the relationship exists, you can add the entity to the Customer Service Hub app and customize the Case form to include a subgrid for feedback. The relationship is the prerequisite for other configurations.
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 custom entity to the Customer Service Hub app.
Why it's wrong here
Adding the entity to the app is necessary for it to appear in the sitemap, but it does not automatically allow users to create feedback records directly from a case. The first step should be to define the relationship and customize the case form. Adding to the app is a later step after the entity is properly configured and related to cases.
- ✓
Create a 1:N relationship between the Case entity and the custom feedback entity.
Why this is correct
Creating a 1:N relationship from Case to the custom feedback entity establishes the association, enabling users to add feedback records from a case. This is the foundational step before adding the entity to the app or customizing forms. It ensures that feedback can be linked to cases and viewed in the case's related records.
- ✗
Enable the custom entity for Unified Routing.
Why it's wrong here
Unified Routing is used for routing work items like cases and conversations, not for feedback entities. Enabling it would not make the entity available in the Customer Service Hub or allow direct creation from a case. This action is unrelated to the requirement of associating feedback with cases and enabling record creation from the case form.
- ✗
Customize the Case form to include a subgrid for the feedback entity.
Why it's wrong here
Customizing the Case form with a subgrid is a necessary step to display feedback records, but it requires the relationship to exist first. Without the relationship, the subgrid cannot be configured. Therefore, this is not the first step; the relationship must be created before adding the subgrid to the form.
About these practice questions
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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
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.