Question 1easymultiple choice
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Complete MB-910 Describe Dynamics 365 Customer Service question bank — all 0 questions with answers and detailed explanations.
Refer to the exhibit.
```json
{
"rules": [
{
"name": "Route by Queue",
"conditions": [
{
"attribute": "case.origin",
"operator": "eq",
"value": "Web"
}
],
"output": {
"queueId": "B2C-Web-Queue"
}
},
{
"name": "Route by Priority",
"conditions": [
{
"attribute": "case.prioritycode",
"operator": "eq",
"value": 1
}
],
"output": {
"queueId": "High-Priority-Queue"
}
}
],
"fallbackQueueId": "General-Queue"
}
```Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag a concept onto its matching description — or click a concept then click the description.
Small to medium businesses needing basic sales automation
Large organizations requiring advanced sales capabilities
Teams needing case management and knowledge base
Enterprises requiring omnichannel and AI-driven service
Users who need read-only or limited interaction access
Drag a concept onto its matching description — or click a concept then click the description.
Consistent user experience across web, tablet, and phone
View all activities and notes related to a record in one feed
Automatically link contacts to their LinkedIn profiles
AI-driven lead and opportunity scoring to prioritize efforts
Central repository for articles to help resolve cases faster
Refer to the exhibit.
Exhibit:
```json
{
"name": "Case Resolution SLA",
"slaType": 1,
"slaItem": [
{
"name": "First Response",
"slaKPI": "firstresponsesla",
"businessHours": "Default Business Hours",
"warningTime": 4,
"failureTime": 8
},
{
"name": "Resolution",
"slaKPI": "resolutiontime",
"businessHours": "Default Business Hours",
"warningTime": 48,
"failureTime": 72
}
]
}
```Refer to the exhibit.
Exhibit:
```json
{
"queue": {
"name": "Support Queue",
"queueType": 1,
"emailRouterAccessApproved": true,
"incomingEmailDeliveryMethod": 2,
"outgoingEmailDeliveryMethod": 2
}
}
```Refer to the exhibit.
Exhibit:
```json
{
"businessHours": {
"name": "Extended Hours",
"timeZone": "Pacific Standard Time",
"monday": [{"start": "08:00", "end": "20:00"}],
"tuesday": [{"start": "08:00", "end": "20:00"}],
"wednesday": [{"start": "08:00", "end": "20:00"}],
"thursday": [{"start": "08:00", "end": "20:00"}],
"friday": [{"start": "08:00", "end": "18:00"}],
"saturday": [],
"sunday": []
}
}
```Refer to the exhibit.
{
"SLAKPIDefinition": {
"Name": "First Response SLA",
"ApplicableFrom": "CreatedOn",
"SLAItem": {
"Name": "Respond within 4 hours",
"KPI": {
"Name": "First Response Time",
"Target": 240,
"Warning": 180
},
"SuccessConditions": {
"Field": "firstresponseby",
"Operator": "not-null"
},
"FailureConditions": {
"Field": "firstresponseby",
"Operator": "null"
}
}
}
}Refer to the exhibit.
{
"Queue": {
"Name": "Premium Support Queue",
"RoutingRule": {
"Condition": {
"Field": "priority",
"Operator": "eq",
"Value": "High"
},
"Action": "Assign to Team: PremiumTeam"
},
"FallbackQueue": "General Support Queue"
}
}Refer to the exhibit.
{
"CustomerServiceSettings": {
"KnowledgeBaseSearch": {
"Enabled": true,
"DefaultSearchProvider": "Dynamics 365",
"ShowArticleInContext": true,
"AutoSuggest": true
},
"AgentExperience": {
"Copilot": {
"Enabled": true,
"DraftEmail": true,
"SummarizeCase": true
}
}
}
}Refer to the exhibit.
{
"SLA": "PremiumSLA",
"KPI": "ResponseTime",
"Target": 120,
"Warning": 90,
"FailureAfter": 150,
"BusinessHours": "DefaultBusinessHours",
"ApplicableWhen": "Case.Priority eq 'High' and Case.CustomerTier eq 'Gold'"
}Refer to the exhibit.
{
"routingRule": {
"name": "HighPriorityRouting",
"conditions": [
{"field": "Priority", "operator": "eq", "value": "High"},
{"field": "CustomerTier", "operator": "eq", "value": "Gold"}
],
"queue": "PremiumSupportQueue",
"agentRequirement": "CertifiedSeniorAgent"
}
}Refer to the exhibit.
{
"knowledgeArticle": {
"title": "Password Reset Steps",
"keywords": ["password", "reset", "account"],
"category": "Account Management",
"status": "Published",
"rating": 4.5
}
}Refer to the exhibit.
{
"name": "Customer Service Holiday Hours Queue",
"entity": "incident",
"routing_rules": [
{
"name": "High Priority Routing",
"conditions": [
{"attribute": "prioritycode", "operator": "eq", "value": 1},
{"attribute": "customerid", "operator": "not-null"}
],
"queue": "Premium Support Queue"
},
{
"name": "Default Routing",
"conditions": [],
"queue": "General Support Queue"
}
]
}Refer to the exhibit.
{
"agent_experience_profile": {
"name": "Premium Agents",
"settings": {
"max_concurrent_conversations": 5,
"allow_manual_assignment": true,
"auto_accept": false
},
"capabilities": ["knowledge_search", "copilot", "transfer"]
}
}Refer to the exhibit.
{
"sla": {
"name": "Gold SLA",
"business_hours": {"name": "Standard 9-5", "timezone": "Pacific Standard Time"},
"terms": [
{
"name": "Initial Response",
"applies_to": "case",
"conditions": [{"attribute": "prioritycode", "operator": "eq", "value": 1}],
"success_criteria": {"time": 2, "unit": "hour"},
"failure_action": "escalate"
}
]
}
}Refer to the exhibit.
{
"name": "Premium Support SLA",
"businessHours": "Custom Calendar",
"slaItem": [
{
"name": "Initial Response",
"failureTime": 60,
"successConditions": {
"field": "statuscode",
"value": "In Progress"
},
"failureActions": [
{
"type": "Escalate to Queue",
"queue": "Escalation Queue"
}
]
}
]
}Refer to the exhibit.
{
"recordCreationRule": {
"sourceType": "Email",
"condition": "Contains('urgent')",
"action": {
"type": "Create Case",
"queue": "Urgent Queue",
"priority": "High"
}
}
}Refer to the exhibit.
{
"agentConfiguration": {
"presence": "Available",
"capacity": 5,
"skills": ["Billing", "Technical Support"]
}
}{
"QueueId": "a1b2c3d4-...",
"Name": "PremiumSupport",
"AllowEmail": true,
"EmailAddress": "premium@contoso.com",
"IncomingEmailRouting": "QueueOnly",
"OutgoingEmailSettings": {
"UseSystemDefault": false,
"EmailAddress": "premium@contoso.com"
}
}{
"name": "Contoso Service",
"provisioningProperties": {
"maxMonthlyConversations": 10000,
"capacityType": "Metered",
"location": "eastus"
},
"advancedSettings": {
"copilotForService": {
"enabled": true,
"aiSummaryGeneration": true,
"suggestedResponse": true
}
}
}Refer to the exhibit.
{
"rules": [
{
"name": "Priority Routing",
"condition": "case_priority eq 'High' and case_origin eq 'Email'",
"queue": "PremiumSupportQueue"
},
{
"name": "Default Routing",
"condition": "case_priority eq 'Normal' or case_origin eq 'Web'",
"queue": "StandardQueue"
}
]
}Refer to the exhibit. Case entity SLA configuration: - SLA: GoldSLA - Terms: - Term1: ResponseTime: 4 hours, Applicable when priority = 'High' - Term2: ResponseTime: 8 hours, Applicable when priority = 'Normal' - Failure actions: Send email to case owner
Refer to the exhibit.
{
"message": "Case updated by customer via portal. Case ID: CAS-01001."
}Refer to the exhibit.
```json
{
"knowledgeArticle": {
"title": "How to reset password",
"content": "<p>Follow these steps...</p>",
"keywords": ["password", "reset", "account"],
"status": "Published",
"language": "en-US"
}
}
```Refer to the exhibit.
```json
{
"case": {
"title": "Login issue",
"customerTier": "Gold",
"urgency": "High",
"sla": "Gold-High-SLA",
"entitlement": {
"name": "Gold Support Entitlement",
"startDate": "2025-01-01",
"endDate": "2025-12-31"
}
}
}
```Refer to the exhibit.
```json
{
"routingRule": {
"name": "Product Support Routing",
"conditions": [
{"field": "product", "operator": "eq", "value": "Surface Pro"},
{"field": "priority", "operator": "eq", "value": "High"}
],
"queue": "Surface Support Team Queue"
}
}
```Refer to the exhibit.
{
"routes": [
{
"name": "Priority Routing",
"conditions": [
{"attribute": "prioritycode", "operator": "eq", "value": 2},
{"attribute": "new_region", "operator": "eq", "value": "EMEA"}
],
"queueId": "queue-emea-high"
}
]
}A case with prioritycode = 2 and new_region = 'EMEA' is created. To which queue will it be routed?
{
"name": "Case Priority Rule",
"conditions": [
{
"attribute": "customer_tier",
"operator": "equals",
"value": "Gold"
},
{
"attribute": "severity",
"operator": "equals",
"value": "Critical"
}
],
"action": "Set priority to High"
}{
"sla": "Premium SLA",
"terms": {
"response_time": "1 hour",
"resolution_time": "4 hours"
},
"calendar": {
"working_hours": {
"start": "09:00",
"end": "17:00",
"timezone": "Pacific Standard Time"
}
}
}You are a Dynamics 365 Customer Service administrator at Contoso Ltd. The company has a global customer base and operates in multiple time zones. They want to implement a unified customer service solution that supports email, chat, and social media channels. Agents must be able to see a single view of all customer interactions regardless of channel. Additionally, the company wants to automate the categorization of incoming cases based on keywords in the subject line. They also need to ensure that high-priority customers (Gold tier) receive a guaranteed first response within 1 hour during business hours. The solution must minimize custom development.
You need to design the solution. What should you do?
Refer to the exhibit. The following JSON configures a routing rule in Dynamics 365 Customer Service:
{
"name": "HighPriorityRoute",
"conditions": [
{
"field": "prioritycode",
"operator": "eq",
"value": 1
}
],
"queueId": "HighPriorityQueue"
}