MB-910 Email-to-Case Practice Question
A company uses Dynamics 365 Customer Service and wants to ensure that when a customer submits a support request via email, a case is automatically created and the customer receives an acknowledgment. Which feature must be configured?
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
✓
Email-to-Case
Email-to-Case enables automatic case creation from incoming emails and sends acknowledgment. Option A (Knowledge Base) is for self-service articles, not case creation. Option B (Service Level Agreement) sets response times, not email ingestion. Option C (Queue) is for routing cases, not email-to-case conversion. Option D (Email-to-Case) is correct as it processes emails into cases and sends acknowledgments.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base stores articles but does not process incoming emails.
- ✗
Service Level Agreement (SLA)
Why it's wrong here
SLAs define response and resolution times, not case creation from emails.
- ✗
Queue
Why it's wrong here
Queues manage work items but do not create cases from emails automatically.
- ✓
Email-to-Case
Why this is correct
Email-to-Case automatically creates cases from incoming emails and can send an acknowledgment to the customer.
Go deeper
Related to this question
About these practice questions
One of 941 original MB-910 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 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-910 exam.