MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service manager wants to automate the creation of cases from emails sent to the support mailbox. Which 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
Email-to-Case is the correct feature because it automatically creates cases from incoming emails sent to the support mailbox. Queues are used for routing work items, SLAs define service timelines, and entitlements specify support coverage. Therefore, option B is correct.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Queue
Why it's wrong here
Queues manage work items but do not automatically create cases from emails.
- ✓
Email-to-Case
Why this is correct
Correct: Converts emails to cases automatically.
- ✗
SLA
Why it's wrong here
SLA defines response and resolution time targets.
- ✗
Entitlement
Why it's wrong here
Entitlements define support terms and coverage.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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