MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service manager wants to use Dynamics 365 Customer Service to automatically prioritize service cases based on customer tier and case urgency. Which 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
✓
Service level agreements (SLAs)
Service level agreements (SLAs) in Dynamics 365 Customer Service can be configured to automatically prioritize cases based on conditions such as customer tier and urgency. Option A is incorrect because entitlements define support coverage and service terms, not prioritization. Option B is incorrect because case queues are for routing cases to agents, not for prioritization based on criteria. Option D is incorrect because Copilot for Service is an AI assistant that helps agents with suggestions and automation, not a prioritization feature.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Entitlements
Why it's wrong here
Entitlements define the level of support a customer is entitled to, not prioritization logic.
- ✗
Case queues
Why it's wrong here
Queues route cases but do not prioritize them based on conditions.
- ✓
Service level agreements (SLAs)
Why this is correct
SLAs can prioritize cases by applying different terms based on customer tier and urgency.
- ✗
Copilot for Service
Why it's wrong here
Copilot assists agents but does not automate case prioritization.
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