Quick Answer
The answer is the Active Cases view. This is correct because the Active Cases view is a system view in Dynamics 365 Customer Service that displays all open cases across the entire organization, regardless of which agent they are assigned to, making it the ideal choice for an agent who needs to see every open case for a specific account, including those owned by colleagues. On the MB-910 exam, this question tests your understanding of the difference between personal views like My Active Cases, which filter by the current user, and organization-wide system views. A common trap is confusing Active Cases with All Cases, but remember that All Cases includes resolved and canceled records, while Active Cases strictly shows open items. For a quick memory tip, think of Active Cases as the full team dashboard: it shows everyone’s open work, not just your own.
This MB-910 practice question tests your understanding of explore the core capabilities of customer engagement apps in dynamics 365. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. 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 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?
All Cases
Why wrong: This view includes resolved and canceled cases, not just open ones.
Active Cases
This system view shows all active cases regardless of assignment.
Cases Assigned to Me
Why wrong: This is a personal view limited to the user's assignments.
My Active Cases
Why wrong: This view only shows cases assigned to the current user.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Active Cases
Option B is correct because the 'Active Cases' view shows all open cases across the organization. Option A is wrong because 'My Active Cases' shows only cases assigned to the current user. Option C is wrong because 'Cases Assigned to Me' is similar to My Active Cases. Option D is wrong because the 'All Cases' view includes resolved cases, which is not what the agent needs.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
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.
Related concept
Read the scenario before looking for a memorised answer.
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.
Common exam traps
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Trap categories for this question
Command / output trap
This view only shows cases assigned to the current user.
Detailed technical explanation
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
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
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
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FAQ
Explore the core capabilities of customer engagement apps in Dynamics 365 — This question tests Explore the core capabilities of customer engagement apps in Dynamics 365 — Read the scenario before looking for a memorised answer..
The correct answer is: Active Cases — Option B is correct because the 'Active Cases' view shows all open cases across the organization. Option A is wrong because 'My Active Cases' shows only cases assigned to the current user. Option C is wrong because 'Cases Assigned to Me' is similar to My Active Cases. Option D is wrong because the 'All Cases' view includes resolved cases, which is not what the agent needs.
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 21, 2026
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.
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