Quick Answer
The answer is that the case resolution is being saved but not activated. In Dynamics 365 Customer Service, resolving a case runs the 'Resolve Case' process, which creates a case resolution activity and changes the status to 'Resolved'; however, if the user clicks 'Save' instead of 'Activate', or if the workflow fails to complete, the status change is never committed, leaving the case stuck as 'In Progress'. This is why the 'Resolved Cases' dashboard shows incorrect numbers—it only counts cases with a status of 'Resolved'. On the MB-910 exam, this tests your understanding of the case lifecycle and the critical distinction between saving an activity and activating it, a common trap where candidates overlook the activation step. Remember the tip: "Save stores it, Activate commits it"—if the case resolution isn't activated, the status update never takes effect.
This MB-910 practice question tests your understanding of describe dynamics 365 customer service. The scenario asks you to isolate a root cause — eliminate options that address a different problem before choosing. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
A company uses Dynamics 365 Customer Service. Managers complain that the 'Resolved Cases' dashboard shows incorrect numbers. Upon investigation, you notice that some cases resolved by agents are still appearing as 'In Progress'. What is the most likely cause?
Clue words in this question
Noticing these words before you look at the options changes how you read each choice.
Clue: "most likely"
Why it matters: Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
The case resolution is being saved but not activated
Resolution must be activated to change status.
The case is linked to an expired SLA
Why wrong: SLA expiration doesn't prevent status update.
The case is in a queue with a routing rule set
Why wrong: Queues don't prevent resolution.
The case resolution activity is not being created
Why wrong: Resolution activity is created automatically upon resolve.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
The case resolution is being saved but not activated
In Dynamics 365 Customer Service, a case is resolved by running the 'Resolve Case' process, which creates a case resolution activity and changes the status to 'Resolved'. However, if the case resolution activity is saved but not activated (i.e., the user clicks 'Save' instead of 'Activate' or the workflow fails to complete), the case remains in 'In Progress' status. This is the most likely cause because the dashboard counts only cases with a status of 'Resolved', and without activation, the status change is not committed.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
The case resolution is being saved but not activated
Why this is correct
Resolution must be activated to change status.
Clue confirmation
The clue word "most likely" in the question point toward this answer.
Related concept
Read the scenario before looking for a memorised answer.
The case is linked to an expired SLA
Why it's wrong here
SLA expiration doesn't prevent status update.
The case is in a queue with a routing rule set
Why it's wrong here
Queues don't prevent resolution.
The case resolution activity is not being created
Why it's wrong here
Resolution activity is created automatically upon resolve.
Common exam traps
The trap here is that candidates often assume any saved activity automatically updates the case status, but in Dynamics 365, the case resolution activity must be explicitly activated to trigger the status change.
Detailed technical explanation
Under the hood, the 'Resolve Case' process in Dynamics 365 uses a workflow that creates a case resolution activity record and then updates the case's statuscode field from 'In Progress' (value 1) to 'Resolved' (value 5). If the workflow is interrupted or the user manually saves the activity without activating it, the statuscode remains unchanged. This is a common issue when custom workflows or client-side scripts interfere with the default process, or when users lack permissions to activate activities.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A cloud solutions architect for a retail company is evaluating services for a new workload. The correct answer here reflects best practice for the specific scenario described — not a general cloud recommendation. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Cloud exam questions reward reading the constraint carefully: the same technology can be right or wrong depending on the use case.
What to study next
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Describe Dynamics 365 Customer Service — study guide chapter
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FAQ
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Read the scenario before looking for a memorised answer..
The correct answer is: The case resolution is being saved but not activated — In Dynamics 365 Customer Service, a case is resolved by running the 'Resolve Case' process, which creates a case resolution activity and changes the status to 'Resolved'. However, if the case resolution activity is saved but not activated (i.e., the user clicks 'Save' instead of 'Activate' or the workflow fails to complete), the case remains in 'In Progress' status. This is the most likely cause because the dashboard counts only cases with a status of 'Resolved', and without activation, the status change is not committed.
Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.
Yes — watch for: "most likely". Probability qualifier — the question wants the most probable cause or outcome, not a guaranteed one. Eliminate low-probability options.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 11, 2026
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