MB-910 Describe Dynamics 365 Customer Service Practice Question
Contoso Ltd. is a mid-sized manufacturing company that recently implemented Dynamics 365 Customer Service to handle support requests for their industrial equipment. They have three support tiers: Level 1 (basic troubleshooting), Level 2 (technical specialists), and Level 3 (engineering). Cases are created via email, phone, and a customer portal. Currently, all cases are manually assigned by a dispatcher, which causes delays. The company wants to automate case routing based on the following: 1) Cases submitted by email are automatically classified using keywords (e.g., 'hydraulic failure' goes to Level 2, 'billing' goes to Level 1). 2) Cases from the portal are automatically assigned to Level 1 if the customer's entitlement allows. 3) Urgent cases (priority 1) are always assigned to Level 3 regardless of category. They also want to use AI to suggest knowledge articles for cases. You are the Dynamics 365 Customer Service consultant. Which combination of features should you recommend?
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 rules for email keywords, set up entitlements for portal cases, and enable AI-suggested articles
Routing Rules can be configured to route cases based on email keywords, Entitlements determine the support level for portal cases, and AI-suggested articles provide knowledge recommendations. Option A is wrong because Omnichannel for Customer Service is primarily for real-time channels like chat and voice, not for automating email-based case routing. Option B is wrong because manual assignment does not automate routing; it still requires a dispatcher. Option C is wrong because SLAs only measure response times, they do not route cases; separate queues per category also do not automate routing based on keywords or entitlements.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Enable Omnichannel for Customer Service, configure automatic case creation, and use Copilot
Why it's wrong here
Omnichannel is for live channels; automatic case creation doesn't route.
- ✗
Create queues for each tier, assign cases manually via the dispatcher, and enable the knowledge base
Why it's wrong here
Manual assignment does not solve delays.
- ✗
Set up SLAs for each priority, create separate queues by category, and use Customer Service Insights for suggestions
Why it's wrong here
SLAs don't route; Insights provides analytics, not suggestions.
- ✓
Configure routing rules for email keywords, set up entitlements for portal cases, and enable AI-suggested articles
Why this is correct
Routing rules handle email categorization, entitlements handle portal assignment, and AI suggestions provide articles.
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