MB-910 Describe Dynamics 365 Customer Service Practice Question
A support manager wants to automatically prioritize cases based on customer tier and sentiment. Which feature should they configure?
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
✓
Unified Routing
Unified Routing enables automatic prioritization of cases based on attributes such as customer tier and sentiment through configurable routing rules. Option B is incorrect because Copilot for Service provides AI-powered assistance to agents, not case routing. Option C is incorrect because Service Level Agreements (SLAs) define response and resolution time targets, not prioritization logic. Option D is incorrect because Omnichannel for Customer Service routes conversations across channels but relies on Unified Routing for prioritization.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Unified Routing
Why this is correct
Unified Routing uses rules to prioritize and assign cases based on attributes.
- ✗
Copilot for Service
Why it's wrong here
Copilot assists with responses, not routing.
- ✗
Service Level Agreements (SLAs)
Why it's wrong here
SLAs define response times but not routing priority.
- ✗
Omnichannel for Customer Service
Why it's wrong here
Omnichannel provides channel management but prioritization is done via routing rules.
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Written by Johnson Ajibi, MSc IT Security
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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.