MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service agent needs to escalate a complex case to a subject matter expert (SME) in another department. What is the recommended way to transfer the case?
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
✓
Use the Assign button to reassign the case to the SME or their queue
Using the 'Assign' action on the case record allows transferring ownership to another user or queue, which is the recommended method for escalation. Option B is incorrect because emailing the SME is informal, not tracked, and lacks proper audit trail. Option C is incorrect because deleting and recreating the case is inefficient and results in data loss. Option D is incorrect because attaching a knowledge article is for providing reference, not for transferring the 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.
- ✓
Use the Assign button to reassign the case to the SME or their queue
Why this is correct
This properly transfers ownership with full history.
- ✗
Email the SME the case details
Why it's wrong here
Informal and not tracked in the system.
- ✗
Delete the case and ask the SME to create a new one
Why it's wrong here
This loses case history and is not best practice.
- ✗
Attach a knowledge article to the case for the SME
Why it's wrong here
Knowledge articles don't transfer ownership.
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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.