MB-910 Describe Dynamics 365 Customer Service Practice Question
A support agent needs to escalate a case to a subject matter expert who is not a member of the current queue. The agent wants to send the case to a specific user. What action should the agent take?
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
✓
Assign the case to the user
The 'Assign' action allows the agent to choose a specific user. Option A is wrong because 'Transfer' is for Omnichannel conversations. Option C is wrong because 'Share' grants access but does not reassign ownership. Option D is wrong because 'Route' uses routing rules.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Transfer the conversation
Why it's wrong here
Transfer is for Omnichannel conversations.
- ✓
Assign the case to the user
Why this is correct
Correct. Assign allows choosing a specific user.
- ✗
Share the case with the user
Why it's wrong here
Share grants access but does not reassign ownership.
- ✗
Route the case
Why it's wrong here
Route uses routing rules.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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