MB-910 Describe Dynamics 365 Customer Service Practice Question
A company wants to automate the creation of a support case when a customer emails a specific address. Which Dynamics 365 Customer Service feature 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
✓
Email-to-case automation
Email-to-case automation is a built-in feature of Dynamics 365 Customer Service that automatically creates support cases from incoming emails to a specified address. Option A is incorrect because the Customer Service admin center is where settings are configured, not the automation itself. Option B is incorrect because Copilot is an AI assistant feature, not for case creation from emails. Option C is incorrect because Power Automate is a separate tool that can be used for automation but is not a built-in feature of Customer Service specific to email-to-case.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Customer Service admin center
Why it's wrong here
Customer Service admin center is where settings are configured, not the automation itself.
- ✗
Dynamics 365 Copilot
Why it's wrong here
Copilot is an AI feature, not for automatically creating cases from emails.
- ✗
Power Automate
Why it's wrong here
Power Automate is a separate tool that can be used for automation but is not a built-in feature of Customer Service specific to email-to-case.
- ✓
Email-to-case automation
Why this is correct
Email-to-case automation is a built-in feature that automatically creates cases from incoming emails, making it the correct choice.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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