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 manager wants to automatically route cases to the appropriate agent based on skill and availability. Which Dynamics 365 Customer Service feature 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
✓
Unified Routing
Unified Routing (Option C) is correct because it automatically assigns cases to the most suitable agent based on skill and availability. Option A (Knowledge Base) is for self-service knowledge articles, not routing. Option B (Omnichannel for Customer Service) provides channel integration but does not handle skill-based routing by itself; it works with Unified Routing. Option D (SLA) defines service level targets but does not route 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.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base stores articles for self-service, not routing.
- ✗
Omnichannel for Customer Service
Why it's wrong here
Omnichannel provides messaging channels but not automatic routing.
- ✓
Unified Routing
Why this is correct
Unified Routing uses rules to match cases with agents based on skills, availability, etc.
- ✗
Service Level Agreement (SLA)
Why it's wrong here
SLA defines response times but does not route cases.
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