MB-910 Describe Dynamics 365 Customer Service Practice Question
A company wants to automatically prioritize cases based on customer tier and issue severity. Which feature should they configure in Dynamics 365 Customer Service?
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
✓
Routing rules
(Routing rules) is correct because routing rules can be configured to automatically prioritize cases based on criteria such as customer tier and issue severity. Option A (SLA) is incorrect because SLAs define response and resolution time commitments, not prioritization logic. Option B (Entitlements) is incorrect because entitlements specify the support coverage (e.g., number of incidents or hours) for a customer, not how to prioritize cases. Option D (Dynamics 365 Copilot) is incorrect because Copilot is an AI-powered assistant that helps with tasks like drafting responses, not for case prioritization.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Service Level Agreement (SLA)
Why it's wrong here
SLA sets response time targets, not prioritization.
- ✗
Entitlements
Why it's wrong here
Entitlements define support terms, not routing priority.
- ✓
Routing rules
Why this is correct
Routing rules can assign priority based on customer and issue attributes.
- ✗
Dynamics 365 Copilot
Why it's wrong here
Copilot does not handle case routing or priority.
Go deeper
Related to this question
About these practice questions
Courseiva writes every MB-910 question from scratch — 941 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. 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.