MB-910 Describe Dynamics 365 Customer Service Practice Question
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?
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
✓
Configure a rule for automatic case creation from email
Configure a rule for automatic case creation from email. This feature in Dynamics 365 Customer Service automatically creates a new case when a customer replies to an email from a closed case, and it can link the new case to the original case using conversation tracking. Option A is incorrect because email templates only format the email content, they don't trigger case creation. Option B is incorrect because SLAs define service level targets, not case creation from emails. Option D is incorrect because routing rules distribute existing cases to queues, they do not create new cases automatically from email replies.
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 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.
- ✗
Set up a routing rule for replies
Why it's wrong here
Routing rules route cases but do not create new ones.
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