MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring the Customer Service Workspace. You want to ensure that every time an agent opens a Case record from a dashboard, a specific 'Research' tab automatically opens alongside the case. What should you configure?
⚠ Common exam trap
Students often try to use 'Application Tab Templates' directly. While these define WHAT the tab is, the 'Session Template' is what defines WHICH tabs open automatically when a session starts.
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
✓
Update the Session Template for Cases to include an Additional Tab.
The Customer Service Workspace uses Session Templates to define the behavior of a session when a record is opened. By adding an 'Additional Tab' to the Session Template associated with the Case entity, you can ensure that specific tools or web resources (like a Research page) are automatically loaded, providing agents with all necessary resources immediately.
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 an Application Tab Template and set it as 'Global'.
Why it's wrong here
Global tabs are pinned across all sessions and do not specifically open in response to a Case record being selected. While an Application Tab Template defines the content of a tab, making it global doesn't link it to the specific context of opening a case record from a dashboard.
- ✗
Modify the Case form and embed an iframe for the Research page.
Why it's wrong here
Embedding an iframe in a form is a legacy method that does not take advantage of the multi-tab workspace experience. It keeps the content within the case form itself rather than opening a separate, manageable tab in the workspace productivity header, which is the desired multi-session experience.
- ✓
Update the Session Template for Cases to include an Additional Tab.
Why this is correct
Session Templates control the agent's environment for a specific record type. By adding a tab to the 'Additional Tabs' list in the Session Template, you can automate the workspace so that opening a case also triggers the opening of other relevant URLs or entity views in separate tabs.
- ✗
Create a Macro that runs on the 'OnLoad' event of the Case form.
Why it's wrong here
While Macros can open tabs, triggering them from the 'OnLoad' event of a form is complex and often leads to performance issues. The supported and most efficient way to define the initial set of tabs for a workspace session is through the Session Template configuration.
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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.