Question 209 of 941
MB-910 Describe Dynamics 365 Customer Service Practice Question
A company uses Dynamics 365 Customer Service and wants to automatically route cases from email to the appropriate queue based on the product mentioned in the email subject. Which feature should they use?
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
✓
Automatic record creation and routing rules
Automatic record creation and routing rules in Dynamics 365 Customer Service can be configured to parse email subjects and route cases to the appropriate queue based on keywords such as product names. Option A (Copilot for Service) is incorrect; Copilot is an AI assistant, not a routing feature. Option B (Customer Service workspace) is incorrect; it is an agent interface, not a routing mechanism. Option D (Service level agreements) is incorrect; SLAs define service terms and response times, not routing logic.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Copilot for Service
Why it's wrong here
Copilot assists agents but does not route cases.
- ✗
Customer Service workspace
Why it's wrong here
Workspace is an agent interface, not a routing mechanism.
- ✓
Automatic record creation and routing rules
Why this is correct
These rules can create cases from email and route them to queues based on conditions like subject keywords.
- ✗
Service level agreements (SLAs)
Why it's wrong here
SLAs set response times but do not route cases.
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Same concept, more angles
3 more ways this is tested on MB-910
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. An organization wants to automatically categorize incoming support emails based on keywords and route them to the appropriate queue. Which feature should they configure?
medium- A.Create queues for each category
- B.Use Copilot to read emails
- ✓ C.Configure routing rule sets
- D.Enable Unified Routing
Why C: Routing rules in Dynamics 365 Customer Service can automatically categorize and route cases based on conditions like keywords. Queues are containers, not automatic categorization. Unified Routing is for omnichannel scenarios. Copilot is for AI assistance, not routing.
Variation 2. A customer service manager wants to automatically categorize incoming cases based on keywords in the subject line. Which feature should they use?
easy- A.Set up a queue
- ✓ B.Define a routing rule set
- C.Create a service-level agreement (SLA)
- D.Use the timeline wall
Why B: Routing rule sets in Dynamics 365 Customer Service allow you to define conditions based on case attributes, such as keywords in the subject line, to automatically categorize and route incoming cases to the appropriate queue or agent. This feature uses rule-based logic to evaluate case fields and trigger the correct categorization without manual intervention.
Variation 3. A customer service manager wants to automatically categorize incoming support emails based on keywords and route them to the appropriate queue. Which feature in Dynamics 365 Customer Service should they use?
medium- A.Enable Omnichannel for Customer Service
- B.Define Service Level Agreements (SLAs)
- ✓ C.Set up Routing Rules with keyword conditions
- D.Create separate queues for each category
Why C: Routing Rules with keyword conditions allow automatic categorization and routing of incoming support emails to appropriate queues. Option A is wrong because Omnichannel for Customer Service is a feature for real-time channels like chat and SMS, not for email routing. Option B is wrong because Service Level Agreements (SLAs) focus on response and resolution times, not on categorization or routing. Option D is wrong because creating separate queues alone does not automatically categorize emails; routing rules are needed to assign items to queues based on conditions.
Last reviewed: Jun 21, 2026
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