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MB-910 Queue Practice Question
A global consulting firm uses Dynamics 365 Customer Service to manage cases from multiple channels including email, web portal, and phone. The firm recently expanded to a new region and wants to set up a new customer service team that operates in a different time zone. The new team should only have access to cases assigned to them and must not see cases from other teams. The administrator needs to configure the system to automatically route incoming cases from the new region to the appropriate team based on the customer's country. Additionally, the team lead for the new region needs to be able to view and reassign cases within the team but not modify case resolution details. What should the administrator do?
⚠ Common exam trap
Candidates might think that field-level security (Option C) is needed to hide resolution details, but a custom security role without write on case resolution achieves the same goal more simply.
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 queue for the new region, set up routing rules based on country, and assign a custom security role to the team lead with read and append privileges on cases, and assign privilege.
Creating a queue for the new region and setting up routing rules based on country ensures cases are automatically routed to the appropriate team. Assigning a custom security role with read and append privileges on cases, as well as the assign privilege, allows the team lead to view and reassign cases within the team without being able to modify case resolution details. Option A is incorrect because manually sharing cases is inefficient and doesn't provide automatic routing. Option B is incorrect because creating a new business unit is unnecessary and a security role with read and write access would give the lead too much permission on resolution. Option C is incorrect because queues and routing rules are appropriate, but field-level security is not required; instead, the security role should be configured to limit permissions on case resolution.
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 a team for the new region, then manually share each incoming case with the team.
Why it's wrong here
Manual sharing is inefficient and doesn't automate routing.
- ✗
Create a new business unit for the region, then assign a security role with read and write access on cases to the team lead.
Why it's wrong here
Write access on cases would allow modifying resolution details, which is not allowed.
- ✗
Create a new queue, set up routing rules, and use field-level security to hide resolution details from the team lead.
Why it's wrong here
Field-level security is not needed; the lead should be able to view resolution but not edit.
- ✓
Create a queue for the new region, set up routing rules based on country, and assign a custom security role to the team lead with read and append privileges on cases, and assign privilege.
Why this is correct
This automates routing and restricts the lead's ability to modify resolution details.
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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.