Quick Answer
The correct answer is to configure a rule for automatic case creation from email. This works because the Automatic Case Creation rule in Dynamics 365 Customer Service uses the conversation ID from the original email thread to detect when a customer replies to a closed case, then automatically generates a new case and links it to the original record, preserving the full history. On the MB-910 exam, this question tests your understanding of case management automation versus other service features; a common trap is confusing this rule with routing rules, which only assign existing cases, or with email templates, which handle formatting but not creation. Remember the key distinction: if you need to create something new from an inbound email, think “automatic case creation,” not routing or SLAs. A helpful memory tip is “Reply creates, routing routes”—the rule creates a fresh case from a reply, while routing merely directs cases that already exist.
This MB-910 practice question tests your understanding of describe dynamics 365 customer service. This is a configuration task: choose the command set that satisfies every stated requirement. Small differences — like 'secret' vs 'password' or 'transport input ssh' vs 'all' — change whether the answer is correct. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A Dynamics 365 Customer Service administrator needs to ensure that when a customer replies to an email from a closed case, a new case is automatically created and linked to the original case. What should they configure?
Create an email template for re-opening
Why wrong: Email templates do not trigger case creation.
Define an SLA on closed cases
Why wrong: SLAs are not for case creation.
Configure a rule for automatic case creation from email
Automatic Case Creation rules can detect replies and create linked cases.
Set up a routing rule for replies
Why wrong: Routing rules route cases but do not create new ones.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Configure a rule for automatic case creation from email
Option D is correct because the Automatic Case Creation rule can create a new case from an email reply and link it to the original case using the conversation ID. Option A is wrong because Email Templates are for email formatting. Option B is wrong because Routing Rules route existing cases, not create new ones. Option C is wrong because SLAs set targets.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Create an email template for re-opening
Why it's wrong here
Email templates do not trigger case creation.
Define an SLA on closed cases
Why it's wrong here
SLAs are not for case creation.
Configure a rule for automatic case creation from email
Why this is correct
Automatic Case Creation rules can detect replies and create linked cases.
Related concept
Read the scenario before looking for a memorised answer.
Set up a routing rule for replies
Why it's wrong here
Routing rules route cases but do not create new ones.
Common exam traps
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A cloud solutions architect for a retail company is evaluating services for a new workload. The correct answer here reflects best practice for the specific scenario described — not a general cloud recommendation. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Cloud exam questions reward reading the constraint carefully: the same technology can be right or wrong depending on the use case.
What to study next
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Describe Dynamics 365 Customer Service — study guide chapter
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FAQ
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Read the scenario before looking for a memorised answer..
The correct answer is: Configure a rule for automatic case creation from email — Option D is correct because the Automatic Case Creation rule can create a new case from an email reply and link it to the original case using the conversation ID. Option A is wrong because Email Templates are for email formatting. Option B is wrong because Routing Rules route existing cases, not create new ones. Option C is wrong because SLAs set targets.
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Read the scenario before looking for a memorised answer.
About these practice questions
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Same concept, more angles
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. 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?
hardWhy C: Option C is correct because 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.
Last reviewed: Jun 21, 2026
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