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Describe Dynamics 365 Customer Service →hardMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

{
  "name": "Case Priority Rule",
  "conditions": [
    {
      "attribute": "customer_tier",
      "operator": "equals",
      "value": "Gold"
    },
    {
      "attribute": "severity",
      "operator": "equals",
      "value": "Critical"
    }
  ],
  "action": "Set priority to High"
}

Refer to the exhibit. A Dynamics 365 Customer Service administrator configures the routing rule set shown. What will happen when a case is created for a Gold customer with Critical severity?

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 priority will be set to High.

The routing rule set applies when both conditions (Customer Type = Gold and Severity = Critical) are met, setting the priority to High. Option A is incorrect because the rule changes priority. Option B is incorrect because the rule sets High, not Low. Option C is incorrect because the rule does not block creation.

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 case priority will remain unchanged.

    Why it's wrong here

    The rule will execute because conditions are met.

  • ✗

    The case priority will be set to Low.

    Why it's wrong here

    The rule sets priority to High, not Low.

  • ✗

    The case will be blocked from creation.

    Why it's wrong here

    No blocking action is defined.

  • ✓

    The case priority will be set to High.

    Why this is correct

    Both conditions are true, so the action is applied.

About these practice questions

This MB-910 question is part of Courseiva's 941-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →

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Same concept, more angles

1 more way this is tested on MB-910

These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.

Variation 1. Refer to the exhibit. A Dynamics 365 Customer Service administrator has configured the routing rule set as shown. A case is created with priority 'High' and origin 'Phone'. Which queue will it be assigned to?

medium
  • A.An error occurs
  • B.StandardQueue
  • ✓ C.No queue assigned
  • D.PremiumSupportQueue

Why C: The case has priority High and origin Phone. Rule 1 requires origin Email, which does not match. Rule 2 requires priority Normal or origin Web, which also does not match. Since no rule in the set matches, the case is not assigned to any queue defined in the rule set, resulting in no queue assignment. Therefore, option C is correct. Option A is incorrect because an error would only occur if the rule set configuration was invalid; here, the rules are valid but simply do not match. Option B is incorrect because StandardQueue requires priority Normal or origin Web. Option D is incorrect because PremiumSupportQueue requires origin Email.

JA

Written by Johnson Ajibi, MSc IT Security

Senior Network & Security Engineer · founder of Courseiva

This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.