MB-230 Extend Customer Service Practice Question
You are customizing the agent dashboard. What is the best way to add a dynamic filter that allows agents to filter their active cases by 'High' priority?
⚠ Common exam trap
Candidates frequently try to build custom HTML web resources for simple filtering needs, ignoring the built-in capability of system views which are more performant and easier to maintain.
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 system view with the filter and add to the dashboard.
The best way to add a dynamic filter is to create a Personal View or a System View with the appropriate filter conditions and then surface it on the dashboard. This allows agents to quickly toggle between different categories of work without needing to manually re-configure filters every time. This improves agent efficiency by providing immediate access to the most urgent tasks in their queue.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Write a JavaScript function to filter the view.
Why it's wrong here
Using JavaScript to filter views is unnecessary and prone to errors. Custom client-side filtering can interfere with the platform's native view management and might break when the user switches views, making it a brittle and unrecommended approach compared to using standard system views.
- ✓
Create a system view with the filter and add to the dashboard.
Why this is correct
System views are the standard and supported way to provide pre-filtered data to users. Adding a system view to a dashboard allows for a clean, professional, and efficient user experience, as it utilizes built-in platform capabilities to manage data display and filtering without any code.
- ✗
Use a custom Power BI report embedded in the dashboard.
Why it's wrong here
Power BI reports are excellent for analytical insights but are not designed for operational case management. They do not support direct interaction or modification of the cases themselves, meaning an agent would still have to navigate back to a form to actually resolve the case.
- ✗
Configure an external SQL query via a Web Resource.
Why it's wrong here
Executing raw SQL queries against the Dataverse database is not supported. Web resources cannot bypass the API layer, and attempting to do so would lead to security violations and potential system instability, as it circumvents all the standard access control and business logic layers.
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.