MB-910 Describe Dynamics 365 Customer Service Practice Question
Exhibit
Refer to the exhibit.
{
"message": "Case updated by customer via portal. Case ID: CAS-01001."
}Refer to the exhibit. A customer updates their case via the Customer Service portal. What is the default behavior in Dynamics 365 Customer Service?
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
✓
The case record is updated with the customer's changes
When a customer updates a case via the Customer Service portal, the changes are saved directly to the existing case record. Option A is incorrect because the update is recorded in the case timeline, not automatically added to the knowledge base. Option B is incorrect because the update modifies the existing case, not creates a new one. Option D is incorrect because the portal does not automatically send an email notification; that requires a workflow or custom automation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The update is added to the knowledge base
Why it's wrong here
Incorrect. The update is recorded in the case timeline, not added to the knowledge base.
- ✗
A new case is created from the update
Why it's wrong here
Incorrect. The update modifies the existing case; a new case is not created.
- ✓
The case record is updated with the customer's changes
Why this is correct
Correct. The customer's changes are saved in the case record.
- ✗
An email notification is sent to the support team
Why it's wrong here
Incorrect. The portal does not automatically send an email notification; that requires a workflow.
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