MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service manager wants to automatically categorize incoming support emails based on keywords and route them to the appropriate queue. Which feature in Dynamics 365 Customer Service 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
✓
Set up Routing Rules with keyword conditions
Routing Rules with keyword conditions allow automatic categorization and routing of incoming support emails to appropriate queues. Option A is wrong because Omnichannel for Customer Service is a feature for real-time channels like chat and SMS, not for email routing. Option B is wrong because Service Level Agreements (SLAs) focus on response and resolution times, not on categorization or routing. Option D is wrong because creating separate queues alone does not automatically categorize emails; routing rules are needed to assign items to queues based on conditions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Enable Omnichannel for Customer Service
Why it's wrong here
Omnichannel handles real-time channels, not email routing.
- ✗
Define Service Level Agreements (SLAs)
Why it's wrong here
SLAs set service targets, not categorization or routing.
- ✓
Set up Routing Rules with keyword conditions
Why this is correct
Routing Rules can categorize emails by keywords and route to appropriate queues.
- ✗
Create separate queues for each category
Why it's wrong here
Queues store cases but do not automatically route based on keywords.
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