Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

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"
  }
}
```

A case is created for a Surface Pro with priority 'Normal'. According to the routing rule exhibit, where will the case be routed?

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

✓

The case will remain in the default queue or unassigned

The routing rule requires both conditions (product = Surface Pro AND priority = High) to be met. Since the priority is 'Normal', the case does not match the rule and will be routed based on default routing or remain unassigned. Option A is incorrect because the rule requires priority High. Option B is incorrect because no other queue is specified in the exhibit. Option C is incorrect because the case will not be deleted.

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

✗
The case will be deleted
Why it's wrong here
Cases are not deleted due to routing mismatches.
✗
Another queue based on default routing
Why it's wrong here
Default routing may apply, but it is not specified in the exhibit.
✗
Surface Support Team Queue
Why it's wrong here
The condition for priority is not met.
✓
The case will remain in the default queue or unassigned
Why this is correct
Because the priority condition is not met, the rule does not apply; the case goes to default routing.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question