MB-910 Describe Dynamics 365 Customer Service Practice Question
A company uses Dynamics 365 Customer Service. Managers complain that the 'Resolved Cases' dashboard shows incorrect numbers. Upon investigation, you notice that some cases resolved by agents are still appearing as 'In Progress'. What is the most likely cause?
⚠ Common exam trap
It's easy for candidates to assume any saved activity automatically updates the case status, but in Dynamics 365, the case resolution activity must be explicitly activated to trigger the status change.
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 resolution is being saved but not activated
In Dynamics 365 Customer Service, a case is resolved by running the 'Resolve Case' process, which creates a case resolution activity and changes the status to 'Resolved'. However, if the case resolution activity is saved but not activated (i.e., the user clicks 'Save' instead of 'Activate' or the workflow fails to complete), the case remains in 'In Progress' status. This is the most likely cause because the dashboard counts only cases with a status of 'Resolved', and without activation, the status change is not committed.
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 resolution is being saved but not activated
Why this is correct
Resolution must be activated to change status.
- ✗
The case is linked to an expired SLA
Why it's wrong here
SLA expiration doesn't prevent status update.
- ✗
The case is in a queue with a routing rule set
Why it's wrong here
Queues don't prevent resolution.
- ✗
The case resolution activity is not being created
Why it's wrong here
Resolution activity is created automatically upon resolve.
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