Describe Dynamics 365 Customer Service →hardMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Refer to the exhibit.

{
  "Queue": {
    "Name": "Premium Support Queue",
    "RoutingRule": {
      "Condition": {
        "Field": "priority",
        "Operator": "eq",
        "Value": "High"
      },
      "Action": "Assign to Team: PremiumTeam"
    },
    "FallbackQueue": "General Support Queue"
  }
}

Refer to the exhibit. A case with priority 'Normal' is submitted. Which queue will the case be assigned to?

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

✓

General Support Queue

The routing rule only matches cases with priority 'High'. Since this case has 'Normal' priority, it does not meet the condition and is routed to the fallback queue 'General Support Queue'. Option A is wrong because the rule does not apply. Option C is wrong because there is no default queue. Option D is wrong because the case is not unassigned; it goes to fallback.

Answer analysis

Option-by-option breakdown

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

✗
Premium Support Queue
Why it's wrong here
The routing rule only applies to High priority cases; Normal does not trigger the assignment.
✓
General Support Queue
Why this is correct
Since the condition is not met, the case falls back to the General Support Queue.
✗
It will be assigned to the agent who created it
Why it's wrong here
Queue assignment is based on rules, not the creator.
✗
No queue; it will remain unassigned
Why it's wrong here
The fallback queue is defined, so the case will be assigned.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question