MB-910 Describe Dynamics 365 Customer Service Practice Question
A Dynamics 365 Customer Service administrator needs to ensure that when a customer emails the support address, a case is automatically created and the email is attached. What configuration is required?
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
✓
Set up an Email-to-Case mailbox record
An Email-to-Case mailbox record with incoming email processing enabled creates cases from emails. Option A is wrong because a queue alone does not create cases. Option B is wrong because a workflow could be used but the standard method is Email-to-Case. Option D is wrong because a server-side synchronization profile synchronizes emails but does not create cases automatically unless Email-to-Case is configured.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Configure a queue for the support email
Why it's wrong here
Queues route existing cases, they do not automatically create them from emails.
- ✗
Create a workflow that creates a case when an email arrives
Why it's wrong here
Possible but not the standard configuration; Email-to-Case is built-in.
- ✓
Set up an Email-to-Case mailbox record
Why this is correct
Email-to-Case automatically creates cases from incoming emails.
- ✗
Configure server-side synchronization
Why it's wrong here
Server-side sync synchronizes emails but does not create cases automatically.
Go deeper
Related to this question
About these practice questions
One of 941 original MB-910 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.