MB-230 Practice Question: Configure Representative Experience and Routing
You are configuring the representative experience in Dynamics 365 Customer Service. Agents have reported that they cannot see the 'Knowledge Base Search' control within the case form. You need to ensure that the control is available. What should you do?
⚠ Common exam trap
The trap here is thinking that enabling a feature or assigning a security role will automatically make the control appear, when in fact it requires explicit form customization.
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
✓
Add the Knowledge Base Search control to the case form using the form designer.
The Knowledge Base Search control is a form component that must be added to the case form by a customizer using the form designer. Once added, agents can use it to search for relevant knowledge articles directly from the case record. Enabling features or assigning roles does not automatically place the control on the form.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Enable the 'Knowledge Management' feature in the Customer Service Hub app.
Why it's wrong here
The Knowledge Management feature is enabled by default in Customer Service Hub and provides the underlying knowledge base functionality. However, enabling it does not automatically place the search control on the case form. The control must be explicitly added to the form for agents to see it.
- ✗
Configure the 'Knowledge Base Search' control in the agent's personalization settings.
Why it's wrong here
Personalization settings allow agents to customize their own experience, but the Knowledge Base Search control is not available through personalization. It is a form-level control that must be added by a customizer. Agents cannot add it themselves through personal options.
- ✓
Add the Knowledge Base Search control to the case form using the form designer.
Why this is correct
The Knowledge Base Search control is a customizable control that must be added to the form where agents need it. By using the form designer, you can insert the control into the case form, typically in a tab or section. This makes the knowledge base search functionality directly accessible to agents within the case record.
- ✗
Assign agents the 'Knowledge Manager' security role.
Why it's wrong here
The 'Knowledge Manager' security role grants permissions to manage knowledge articles, but it does not control the visibility of the Knowledge Base Search control on forms. The control's presence is determined by form customization, not by security roles. Agents need appropriate read permissions, but that is separate.
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
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