MB-910 Describe Dynamics 365 Customer Service Practice Question
A company uses Dynamics 365 Customer Service and wants to ensure that premium customers get priority support. Which TWO configurations 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
✓
Define entitlements for premium customers
Options A and B are correct because entitlements define the support level and services that a customer is entitled to, and routing rules can ensure that cases from premium customers are routed to a dedicated queue for priority handling. Option C is incorrect because SLAs set service level targets (like response time) but do not prioritize routing. Option D is incorrect because creating a separate queue is part of routing, but the configuration that prioritizes is the routing rule itself; moreover, simply having a queue does not automatically prioritize. Option E is incorrect because Copilot is an AI assistant that helps agents, not a priority mechanism.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Define entitlements for premium customers
Why this is correct
Entitlements specify support terms like severity and hours.
- ✓
Configure routing rules to route premium cases to a dedicated queue
Why this is correct
Routing rules can send premium cases to priority queues.
- ✗
Set up SLAs with shorter response times
Why it's wrong here
SLAs apply after case creation, they don't prioritize routing.
- ✗
Create a separate queue for premium customers
Why it's wrong here
A queue alone does not automatically route; routing rules are needed.
- ✗
Enable Copilot for premium customers
Why it's wrong here
Copilot assists agents but does not prioritize.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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