MB-910 Describe Dynamics 365 Customer Service Practice Question
An organization wants to automatically categorize incoming support emails based on keywords and route them to the appropriate queue. 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
✓
Configure routing rule sets
Routing rules in Dynamics 365 Customer Service can automatically categorize and route cases based on conditions like keywords. Queues are containers, not automatic categorization. Unified Routing is for omnichannel scenarios. Copilot is for AI assistance, not routing.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create queues for each category
Why it's wrong here
Queues hold items but don't auto-categorize.
- ✗
Use Copilot to read emails
Why it's wrong here
Copilot can assist but doesn't route automatically.
- ✓
Configure routing rule sets
Why this is correct
Routing rule sets automatically categorize and route cases.
- ✗
Enable Unified Routing
Why it's wrong here
Unified Routing is for omnichannel, not just email.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.