Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
A customer service manager wants to automatically categorize incoming cases based on the customer's product type in Dynamics 365 Customer Service. What should they configure?
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
✓
Routing Rule
Routing Rules allow automatic categorization and assignment of cases based on conditions like product type. Option A is wrong because Knowledge Articles are for self-help, not categorization. Option B is wrong because Service Level Agreements (SLAs) track response times, not categorization. Option D is wrong because Entitlements define support coverage, not categorization.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Knowledge Article
Why it's wrong here
Knowledge articles provide information, not categorization.
- ✗
Service Level Agreement (SLA)
Why it's wrong here
SLAs measure performance, not categorize cases.
- ✓
Routing Rule
Why this is correct
Routing rules automatically categorize and assign cases based on conditions.
- ✗
Entitlement
Why it's wrong here
Entitlements define support terms, not categorization.
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