Question 135 of 977

Describe Dynamics 365 Customer Service →hardMultiple ChoiceObjective-mapped

Quick Answer

The answer is B2C-Web-Queue. This is correct because Dynamics 365 routing rule sets use sequential evaluation, meaning each rule is checked from top to bottom, and the first matching rule immediately routes the case without evaluating any subsequent rules. Since the case originated from the Web channel, the top rule matches first and sends it to B2C-Web-Queue, even though the priority is High—the system stops processing after the first hit. On the MB-910 exam, this concept tests your understanding that rule order matters more than condition specificity; a common trap is assuming the most specific rule (like priority) will override an earlier, broader match. Remember the memory tip: “First match wins, no second look”—once a rule fires, the case is locked into that queue, regardless of later rules.

MB-910 Describe Dynamics 365 Customer Service Practice Question

This MB-910 practice question tests your understanding of describe dynamics 365 customer service. This is a configuration task: choose the command set that satisfies every stated requirement. Small differences — like 'secret' vs 'password' or 'transport input ssh' vs 'all' — change whether the answer is correct. 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.

Exhibit

Refer to the exhibit.

```json
{
  "rules": [
    {
      "name": "Route by Queue",
      "conditions": [
        {
          "attribute": "case.origin",
          "operator": "eq",
          "value": "Web"
        }
      ],
      "output": {
        "queueId": "B2C-Web-Queue"
      }
    },
    {
      "name": "Route by Priority",
      "conditions": [
        {
          "attribute": "case.prioritycode",
          "operator": "eq",
          "value": 1
        }
      ],
      "output": {
        "queueId": "High-Priority-Queue"
      }
    }
  ],
  "fallbackQueueId": "General-Queue"
}
```

Refer to the exhibit. A Dynamics 365 Customer Service administrator configures a routing rule set as shown. A case is created from the Web channel with priority set to High (prioritycode=1). Which queue will the case be routed to?

Question 1hardmultiple choice

Review the full routing breakdown →

Exhibit

Refer to the exhibit.

```json
{
  "rules": [
    {
      "name": "Route by Queue",
      "conditions": [
        {
          "attribute": "case.origin",
          "operator": "eq",
          "value": "Web"
        }
      ],
      "output": {
        "queueId": "B2C-Web-Queue"
      }
    },
    {
      "name": "Route by Priority",
      "conditions": [
        {
          "attribute": "case.prioritycode",
          "operator": "eq",
          "value": 1
        }
      ],
      "output": {
        "queueId": "High-Priority-Queue"
      }
    }
  ],
  "fallbackQueueId": "General-Queue"
}
```

A
B2C-Web-Queue
The first rule matches the condition (case.origin eq Web) and routes to this queue.
B
Both B2C-Web-Queue and High-Priority-Queue
Why wrong: Only one queue is assigned; routing rules stop after the first match.
C
General-Queue
Why wrong: The fallback is used only if no rule matches.
D
High-Priority-Queue
Why wrong: The second rule is not evaluated because the first rule already matched.

Full breakdown with real-world context →

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

✓

B2C-Web-Queue

The routing rule set is evaluated sequentially from top to bottom. The first rule matches the case's channel (Web) and routes it to B2C-Web-Queue. Since the rule set does not continue evaluation after a match, the case is routed only to B2C-Web-Queue, regardless of its priority.

Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.

Answer analysis

Option-by-option breakdown

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

✓
B2C-Web-Queue
Why this is correct
The first rule matches the condition (case.origin eq Web) and routes to this queue.
Related concept
Read the scenario before looking for a memorised answer.
✗
Both B2C-Web-Queue and High-Priority-Queue
Why it's wrong here
Only one queue is assigned; routing rules stop after the first match.
✗
General-Queue
Why it's wrong here
The fallback is used only if no rule matches.
✗
High-Priority-Queue
Why it's wrong here
The second rule is not evaluated because the first rule already matched.

Common exam traps

Common exam trap: answer the scenario, not the keyword

The trap here is that candidates assume priority-based routing overrides channel-based routing, but the rule set's sequential evaluation means the first matching rule (by channel) takes precedence, not the most specific condition.

Detailed technical explanation

How to think about this question

Under the hood, Dynamics 365 routing rule sets use a top-down, first-match evaluation model. Each rule can include conditions on channel, priority, or other attributes, and once a rule is satisfied, the case is assigned to the specified queue and no further rules are processed. This behavior is controlled by the 'Stop processing rules when a match is found' setting, which is enabled by default. In real-world scenarios, administrators must carefully order rules to ensure high-priority cases are not inadvertently caught by broader channel-based rules.

KKey Concepts to Remember

Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.

TExam Day Tips

Watch for words such as best, first, most likely and least administrative effort.
Review why wrong options are wrong, not only why the correct option is correct.

Key takeaway

Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.

Real-world example

How this comes up in practice

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

Got this wrong? Here's your next step.

Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.

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FAQ

Questions learners often ask

What does this MB-910 question test?

Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Read the scenario before looking for a memorised answer..

What is the correct answer to this question?

The correct answer is: B2C-Web-Queue — The routing rule set is evaluated sequentially from top to bottom. The first rule matches the case's channel (Web) and routes it to B2C-Web-Queue. Since the rule set does not continue evaluation after a match, the case is routed only to B2C-Web-Queue, regardless of its priority.

What should I do if I get this MB-910 question wrong?

Identify which exam domain this question belongs to, review the core concept, then practise similar questions from the same domain.

What is the key concept behind this question?

Read the scenario before looking for a memorised answer.

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Last reviewed: Jun 11, 2026

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