Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
A Dynamics 365 Customer Service administrator needs to ensure that when a customer submits a support request via the portal, a case is automatically created and assigned based on the customer's service tier. Which automation feature should be used?
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
✓
Routing rule set
Routing rule sets automatically assign cases based on conditions like customer tier, matching the requirement. Option A (SLA) tracks response times, not assignment. Option B (Workflow) can automate processes but is not specifically designed for rule-based case assignment. Option C (Queue) holds records for manual assignment, not automatic tier-based 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.
- ✗
SLA
Why it's wrong here
Tracks service level agreements.
- ✗
Workflow
Why it's wrong here
Workflows automate processes but not routing.
- ✗
Queue
Why it's wrong here
Holds records but does not assign based on tier.
- ✓
Routing rule set
Why this is correct
Routes and assigns cases based on conditions.
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