Explore the core capabilities of customer engagement apps in Dynamics 365 →mediumMultiple 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 high-priority cases to a specialized team. Which Dynamics 365 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
✓
Routing rules
Routing rules define how cases are assigned based on criteria. Option A is wrong because SLAs track service level agreements, not routing. Option C is wrong because queues hold cases but routing rules determine assignment. Option D is wrong because entitlement defines support terms, not routing.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Service Level Agreements (SLAs)
Why it's wrong here
SLAs track agreements, not routing.
- ✓
Routing rules
Why this is correct
Routing rules automatically assign cases.
- ✗
Queues
Why it's wrong here
Queues hold cases but do not automatically route.
- ✗
Entitlements
Why it's wrong here
Entitlements define support terms.
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