MB-910 Describe Dynamics 365 Customer Service Practice Question
Exhibit
Refer to the exhibit.
{
"name": "Customer Service Holiday Hours Queue",
"entity": "incident",
"routing_rules": [
{
"name": "High Priority Routing",
"conditions": [
{"attribute": "prioritycode", "operator": "eq", "value": 1},
{"attribute": "customerid", "operator": "not-null"}
],
"queue": "Premium Support Queue"
},
{
"name": "Default Routing",
"conditions": [],
"queue": "General Support Queue"
}
]
}Refer to the exhibit. A Dynamics 365 Customer Service administrator created the above routing rule set for cases. A new case is created with priority code 2 (Normal) and no customer specified. To which queue will the case be routed?
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 first rule requires priority code 1 (High) and a non-null customer; the case does not meet these conditions (priority 2, no customer). Therefore, it falls to the default rule (no conditions) which routes to 'General Support Queue'.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Holiday Hours Queue
Why it's wrong here
That's the queue name in the rule set, not a target.
- ✓
General Support Queue
Why this is correct
Default routing applies.
- ✗
No queue; case remains unassigned
Why it's wrong here
Default rule routes to General Support Queue.
- ✗
Premium Support Queue
Why it's wrong here
Conditions not met (priority 2, no customer).
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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