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

Exhibit

Refer to the exhibit.
```sql
SELECT
  AccountName,
  COUNT(CaseId) AS TotalCases,
  AVG(CaseResolutionTime) AS AvgResolutionTime
FROM Cases
WHERE CreatedOn >= '2025-01-01'
GROUP BY AccountName
HAVING COUNT(CaseId) > 10
ORDER BY AvgResolutionTime DESC
```

A support manager uses this query in a Power BI report: 'Group cases by account, calculate the total number of cases and the average resolution time, filter to accounts with more than 10 cases, and sort by longest average resolution time descending.' What insight does this query provide?

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

✓

Accounts with the highest case volumes and longest resolution times

The query likely filters or aggregates case data to show accounts with a high number of cases and longest average resolution times, directly providing insight into accounts with high case volumes and slow resolution. Option B is incorrect because the query focuses on high case volumes, not low case counts for proactive outreach. Option C is incorrect because the query does not show trends over time; it shows a snapshot of volumes and resolution times per account. Option D is incorrect because the query does not analyze root causes; it only lists accounts and their resolution times.

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

✓
Accounts with the highest case volumes and longest resolution times
Why this is correct
Correct. The query identifies accounts with high case volumes and long resolution times by filtering for high case counts and sorting by average resolution time.
✗
Accounts that need proactive outreach due to low case count
Why it's wrong here
Incorrect. The query targets accounts with many cases, not low case counts, so it does not identify accounts needing proactive outreach.
✗
Trend of case creation over time
Why it's wrong here
Incorrect. The query does not include a date or time field to show trends over time.
✗
Root causes of slow resolution times
Why it's wrong here
Incorrect. The query does not investigate root causes of slow resolution; it only lists accounts and their average resolution times.

Go deeper

MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question