Explore the core capabilities of customer engagement apps in Dynamics 365 →easyMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
A customer service agent needs to view all open cases for a specific account, including cases assigned to other agents. Which view should the agent 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
✓
Active Cases
The 'Active Cases' system view in Dynamics 365 Customer Service displays all open (active) cases across the organization, regardless of assignee, allowing the agent to see cases assigned to other agents. Option A is incorrect: the 'All Cases' view includes both active and resolved cases, not just open ones. Option C is incorrect: 'Cases Assigned to Me' shows only cases assigned to the current user, not other agents' cases. Option D is incorrect: 'My Active Cases' is the same as 'Cases Assigned to Me' but filtered to active status; it still only shows the user's own cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
All Cases
Why it's wrong here
This view includes resolved and canceled cases, not just open ones.
- ✓
Active Cases
Why this is correct
This system view shows all active cases regardless of assignment.
- ✗
Cases Assigned to Me
Why it's wrong here
This is a personal view limited to the user's assignments.
- ✗
My Active Cases
Why it's wrong here
This view only shows cases assigned to the current user.
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