MB-230 Manage Cases in Customer Service Practice Question
Your customer service team requires that when a parent case is updated to a status of 'Resolved', all active child cases must automatically be resolved as well. Which configuration should you implement?
⚠ Common exam trap
Candidates often choose 'Power Automate flows' to solve this. While possible, it is not the native Dynamics 365 configuration intended for parent-child case management and closure automation.
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
✓
Parent-child case closure settings
Parent-child case settings allow administrators to configure closure rules that dictate how updates to a parent case cascade down to associated child cases. Enabling this setting automates the administrative burden of closing individual sub-cases, ensuring operational consistency across complex troubleshooting trees.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Service level agreement KPIs
Why it's wrong here
SLA KPIs track elapsed time against entitlements and raise warnings or failures when targets are breached; they never write status values to related records. Cascading resolution demands a workflow or Power Automate flow. SLA items are correct when the requirement is measuring and enforcing response or resolution times.
- ✓
Parent-child case closure settings
Why this is correct
Parent-child case closure settings define the behaviour applied when a parent case reaches a terminal status, automatically resolving its active child cases. Configuring this satisfies the requirement directly, without custom workflows or plugins, because the platform applies the closure cascade natively.
- ✗
Queue item routing configurations
Why it's wrong here
Queue routing assigns incoming work items to queues and users based on rules; it governs ownership, not lifecycle state. Resolving child cases when a parent resolves requires a workflow or Power Automate flow acting on the parent's status change. Routing is correct when distributing cases by type, territory or capacity.
- ✗
Automatic record creation rules
Why it's wrong here
Automatic record creation rules generate new records from incoming activities such as emails or social posts; they cannot cascade status changes across existing parent-child case hierarchies. A Power Automate flow or classic workflow triggered on parent case resolution is required to update child cases.
Visual reference
About these practice questions
This MB-230 question is part of Courseiva's 189-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.