Question 675 of 941
MB-910 Describe Dynamics 365 Customer Service Practice Question
A support agent needs to temporarily escalate a case to a senior engineer without reassigning ownership. The senior engineer should be able to view and collaborate on the case. What should the agent do?
⚠ Common exam trap
It's easy for candidates to confuse 'reassigning' (which changes ownership) with 'adding as a participant' (which grants access without ownership transfer), leading them to choose Option B because they think escalation always requires ownership change.
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
✓
Add the senior engineer as a case participant
Adding the senior engineer as a case participant in Dynamics 365 Customer Service allows them to view and collaborate on the case without transferring ownership. This maintains the original agent as the owner while granting the senior engineer access to contribute, which is the exact requirement for temporary escalation without reassignment.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Route the case to a queue the senior engineer monitors
Why it's wrong here
Routing to a queue changes assignment.
- ✗
Reassign the case to the senior engineer
Why it's wrong here
Reassigning changes ownership, not desired.
- ✓
Add the senior engineer as a case participant
Why this is correct
Case participants can collaborate without owning the case.
- ✗
Create a child case and link it
Why it's wrong here
Child cases are separate entities, not collaboration.
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Last reviewed: Jun 11, 2026
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