MB-910 Describe Dynamics 365 Customer Service Practice Question
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?
⚠ Common exam trap
Many 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.
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.
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.
- ✗
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.
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