MB-910 Describe Dynamics 365 Customer Service Practice Question
A support manager wants to configure automatic email replies when a new case is created. Which TWO components must be set up?
⚠ Common exam trap
Watch out — candidates often confuse the queue (which is required for email monitoring) as the component that configures the automatic reply, but the queue is only a prerequisite, not the component that defines the reply content or triggers the action.
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
✓
Email template
An email template defines the content and formatting of the automatic reply sent when a case is created. Option E is correct because an automatic record creation and update rule triggers the email action based on incoming email activity, enabling the system to send the predefined template automatically.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Queue
Why it's wrong here
Queue is for routing, not auto-reply.
- ✗
Email signature
Why it's wrong here
Signatures are optional, not required for auto-reply.
- ✓
Email template
Why this is correct
Defines the email body and subject.
- ✗
SLA KPIs
Why it's wrong here
SLAs are for response time, not auto-reply.
- ✓
Automatic record creation and update rule
Why this is correct
Determines when to send the email based on case creation.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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