MB-910 Describe Dynamics 365 Customer Service Practice Question
A company uses Dynamics 365 Customer Service to manage support cases. They want to ensure that when a customer sends an email to the support address, a new case is automatically created from the email. Which feature should be configured?
⚠ Common exam trap
Candidates often confuse 'converting emails to activities' (Option B) with case creation, but activities are separate record types and do not trigger case generation unless explicitly configured via Email-to-Case or a custom workflow.
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
✓
Configure Email-to-Case automation
Dynamics 365 Customer Service includes an Email-to-Case feature that automatically creates a new case record from an incoming email sent to a configured support mailbox. This feature parses the email content, maps it to case fields, and can optionally use advanced rules for classification and routing, eliminating manual case creation.
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 a Service Level Agreement (SLA) for email responses
Why it's wrong here
SLAs define response expectations but do not create cases.
- ✗
Convert incoming emails to activities
Why it's wrong here
Emails can be tracked as activities but are not automatically turned into cases.
- ✗
Set up a queue for email
Why it's wrong here
Queues organize cases but do not create cases from emails.
- ✓
Configure Email-to-Case automation
Why this is correct
Email-to-Case automatically creates a case from an incoming email based on rules.
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Written by Johnson Ajibi, MSc IT Security
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