MB-910 Describe Dynamics 365 Customer Service Practice Question
An organization wants to ensure that customers with a premium support entitlement have their cases prioritized over standard customers. What should be configured?
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
✓
Create entitlements and use them in routing rules
Entitlements define the level of support a customer is entitled to and can be used in routing rules to prioritize cases. Option A is wrong because the timeline is for recording activities, not for flagging cases as premium. Option C is wrong because an SLA defines response and resolution times but does not prioritize cases in routing. Option D is wrong because creating separate queues alone does not automatically prioritize cases; routing rules with entitlements are needed to assign cases based on entitlement level.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use the timeline to flag premium cases
Why it's wrong here
Timeline is for recording activities, not prioritization.
- ✓
Create entitlements and use them in routing rules
Why this is correct
Entitlements can be used in routing rules to prioritize cases.
- ✗
Define an SLA with different terms for premium customers
Why it's wrong here
SLAs define response times, not prioritization in routing.
- ✗
Create separate queues for each tier
Why it's wrong here
Queues alone do not prioritize; routing rules assign priority.
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