MB-910 Describe Dynamics 365 Customer Insights Practice Question

Drag and drop the steps to manage a case lifecycle in Dynamics 365 Customer Service into the correct order.

Drag steps to the numbered slots on the right, or tap a step then tap a slot.

Steps

Order

1Step 1

2Step 2

3Step 3

4Step 4

5Step 5

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 Case, then Assign Case, then Resolve Case, then Verify Resolution, then Close Case

Case lifecycle includes creation, assignment, resolution, verification, and closure.

Answer analysis

For each option: why learners choose it and why it is or isn't the right answer here.

✓
Create Case, then Assign Case, then Resolve Case, then Verify Resolution, then Close Case
Why this is correct
This is the correct order because the case lifecycle starts with creation, then assignment to a queue or agent, followed by resolution, verification of the resolution, and finally closure.
✗
Assign Case, then Create Case, then Resolve Case, then Verify Resolution, then Close Case
Why it's wrong here
This is incorrect because a case must be created before it can be assigned; assignment cannot occur before creation.
✗
Create Case, then Resolve Case, then Assign Case, then Verify Resolution, then Close Case
Why it's wrong here
This is incorrect because a case should be assigned to a queue or agent before it can be resolved; resolving before assignment is illogical.
✗
Create Case, then Assign Case, then Close Case, then Resolve Case, then Verify Resolution
Why it's wrong here
This is incorrect because a case cannot be closed before it is resolved and verified; closure is the final step after verification.

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