MB-230 Extend Customer Service Practice Question
You are implementing a custom action in Dynamics 365 Customer Service that must be triggered when a case is escalated. The action must update the case record and also create a task for the escalation team. The action should be reusable across multiple entities. What should you create?
⚠ Common exam trap
The trap here is assuming that a workflow or Power Automate flow is the only way to automate tasks, but a global custom action is specifically designed for reusability across entities and can be invoked from various sources.
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
✓
A custom action that includes steps to update the case and create a task, and is configured to be global.
A global custom action is the correct choice because it can be called from any entity and can contain multiple steps, such as updating the case and creating a task. It is reusable and can be triggered from workflows, business rules, or code. This meets the requirement of being reusable across multiple entities.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
A custom action that includes steps to update the case and create a task, and is configured to be global.
Why this is correct
A custom action can be defined as global, meaning it is not bound to a specific entity and can be called from any entity or process. It can contain multiple steps, such as updating a record and creating a task. This makes it reusable and suitable for the scenario.
- ✗
A plug-in that registers on the escalation message and updates the case.
Why it's wrong here
A plug-in is code-based and can be complex to develop and maintain. It is not easily reusable across entities without additional configuration. While it can perform the required operations, it does not provide the no-code reusability of a global custom action.
- ✗
A Power Automate flow that triggers on case escalation and performs the updates.
Why it's wrong here
A Power Automate flow can perform the updates and create tasks, but it is not a custom action within Dynamics 365. It is a separate service and may not be as tightly integrated or reusable as a global custom action. The requirement specifies a custom action that is reusable across entities.
- ✗
A workflow that runs on the Case entity and creates a task.
Why it's wrong here
A workflow is entity-specific and cannot be easily reused across multiple entities. It also does not provide a callable action that can be invoked from other processes or code. While it can update the case and create a task, it lacks the reusability and flexibility required.
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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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