MB-230 Manage Cases in Customer Service Practice Question
You are a functional consultant for Litware Inc. The customer service manager wants to allow agents to quickly find similar cases when working on a new case. The manager wants agents to see a list of suggested cases based on the case title and description. What should you enable?
⚠ Common exam trap
The trap here is overlooking the built-in 'Similar Cases' feature and resorting to custom development, which is unnecessary and less efficient.
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
✓
Enable the 'Similar Cases' feature in the Customer Service admin center.
The 'Similar Cases' feature is a built-in AI-powered capability in Dynamics 365 Customer Service that suggests similar cases based on the current case's title and description. It is enabled in the Customer Service admin center and displays suggestions on the case form. This directly fulfills the manager's request without custom development.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create a custom entity for similar cases and build a Power Apps canvas app to display them.
Why it's wrong here
Creating a custom entity and a canvas app is a custom development approach that is unnecessary because the 'Similar Cases' feature already provides this functionality out of the box. This would require significant effort and maintenance. It does not leverage the built-in AI capabilities of Dynamics 365 Customer Service. Therefore, it is not the recommended solution.
- ✓
Enable the 'Similar Cases' feature in the Customer Service admin center.
Why this is correct
The 'Similar Cases' feature in Dynamics 365 Customer Service uses natural language processing to suggest cases that are similar to the current case based on title and description. Enabling this feature allows agents to see a list of suggested cases directly on the case form. This is the standard, built-in functionality that meets the requirement without custom development.
- ✗
Enable the 'Case Suggestions' option in the case form settings and configure the fields to match.
Why it's wrong here
There is no 'Case Suggestions' option in the case form settings. The correct feature is called 'Similar Cases' and is enabled at the environment level, not per form. Configuring fields to match is not part of the setup. This option is a distractor based on incorrect terminology and misunderstanding of where the feature is configured.
- ✗
Configure a workflow that searches for cases with the same title and creates a note with links.
Why it's wrong here
A workflow that searches for cases with the same title is limited to exact matches and does not use natural language processing to find similar cases based on description. It would not provide a user-friendly list on the case form. Creating notes with links is cumbersome for agents. This approach does not meet the requirement for intelligent suggestions and is not scalable.
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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.