The correct answer is to configure Email-to-Case automation. This feature in Dynamics 365 Customer Service automatically creates a new case record from an incoming email sent to a designated support mailbox, parsing the email body and subject to populate case fields like title, description, and customer. For the MB-910 exam, this question tests your understanding of core case management automation, often appearing as a scenario where you must distinguish Email-to-Case from other options like queues or routing rules. A common trap is confusing it with the similar "Create Case from Email" activity, but remember that Email-to-Case is a server-side rule that runs automatically without user intervention. Memory tip: think "Email lands, Case spawns" — the automation is triggered by the mailbox, not by a user clicking a button.
MB-910 Describe Dynamics 365 Customer Service Practice Question
This MB-910 practice question tests your understanding of describe dynamics 365 customer service. This is a configuration task: choose the command set that satisfies every stated requirement. Small differences — like 'secret' vs 'password' or 'transport input ssh' vs 'all' — change whether the answer is correct. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
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?
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
Option D is correct because 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.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
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.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
The trap here is that 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.
Detailed technical explanation
How to think about this question
Email-to-Case works by monitoring a configured mailbox via server-side synchronization or the Email Router, then using a set of rules (e.g., subject line parsing, sender matching) to create a case with predefined attributes like priority or queue assignment. Under the hood, it uses the `EmailToCase` entity and can be extended with custom workflows or Power Automate flows for advanced scenarios like auto-replies or attachment handling. A subtle behavior is that if the email is a reply to an existing case notification, it can be automatically linked to that case instead of creating a new one.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
TExam Day Tips
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A cloud solutions architect for a retail company is evaluating services for a new workload. The correct answer here reflects best practice for the specific scenario described — not a general cloud recommendation. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Cloud exam questions reward reading the constraint carefully: the same technology can be right or wrong depending on the use case.
What to study next
Got this wrong? Here's your next step.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Configure Email-to-Case automation — Option D is correct because 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.
What should I do if I get this MB-910 question wrong?
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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