MB-910 Describe Dynamics 365 Customer Service Practice Question
A Dynamics 365 Customer Service administrator needs to ensure that when a case is escalated, a notification is sent to the manager of the assigned agent. What is the recommended approach?
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 by case escalation
Power Automate can create a flow triggered by case escalation to send an email to the manager. Option A is wrong because the timeline is for tracking activities, not sending notifications. Option B is wrong because SLA actions are limited to SLA timer events, not case escalation. Option D is wrong because while classic workflows could be used, Power Automate is the modern recommended approach for such automation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use the timeline to manually notify
Why it's wrong here
Timeline is for recording activities, not sending automated notifications.
- ✗
Configure an SLA action to send email
Why it's wrong here
SLA actions are tied to SLA timers, not case escalation status changes.
- ✓
Create a Power Automate flow triggered by case escalation
Why this is correct
Power Automate can send email notifications when a case is escalated.
- ✗
Create a custom workflow in classic workflow
Why it's wrong here
Classic workflows are legacy; Power Automate is the recommended solution.
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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.