MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer support manager wants to configure automatic email notifications when a case is escalated. Which TWO actions should they take?
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
✓
Create a Power Automate flow triggered when a case is escalated.
To configure automatic email notifications on case escalation, you need to create a Power Automate flow triggered by case escalation and configure email notifications in the SLA. The other options are not directly related.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Create a Power Automate flow triggered when a case is escalated.
Why this is correct
This is a correct action because Power Automate can send email notifications upon escalation.
- ✗
Enable the 'Send email on case creation' setting in Customer Service admin center.
Why it's wrong here
This sends email on case creation, not escalation.
- ✗
Create a custom workflow to update the case status upon escalation.
Why it's wrong here
Updating status does not send email notifications.
- ✓
Configure email notifications in the Service Level Agreement (SLA) settings.
Why this is correct
SLA settings can trigger email notifications on escalation.
- ✗
Assign a routing rule to route escalated cases to a specific queue.
Why it's wrong here
Routing rules direct cases but do not send email notifications.
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