Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple SelectObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
A Dynamics 365 Customer Service administrator needs to configure an intelligent routing system that automatically assigns cases based on skill and presence. Which THREE capabilities should be included? (Choose THREE.)
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
✓
Skill-based matching rules
The correct answers are B, D, and E. Skill-based matching rules (B) assign cases based on agent expertise, presence integration with Teams (D) ensures only available agents receive work, and unified routing (E) routes items based on skills and availability. Option A (Lead score calculation) is for sales, not routing; option C (Copilot for Remote Assist) is for field service, 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.
- ✗
Lead score calculation
Why it's wrong here
Lead score calculation is for sales, not case routing.
- ✓
Skill-based matching rules
Why this is correct
Skill-based matching is a key component of intelligent routing.
- ✗
Copilot for Remote Assist
Why it's wrong here
Copilot for Remote Assist is for field service, not routing.
- ✓
Presence integration with Teams
Why this is correct
Presence integration ensures real-time availability is considered.
- ✓
Unified routing
Why this is correct
Unified routing is the core engine for intelligent routing.
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