Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Refer to the exhibit.
{
  "rules": [
    {
      "name": "Priority Routing",
      "condition": "case_priority eq 'High' and case_origin eq 'Email'",
      "queue": "PremiumSupportQueue"
    },
    {
      "name": "Default Routing",
      "condition": "case_priority eq 'Normal' or case_origin eq 'Web'",
      "queue": "StandardQueue"
    }
  ]
}

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?

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

✓

No queue assigned

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.

Answer analysis

Option-by-option breakdown

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

✗
An error occurs
Why it's wrong here
No error; case simply not assigned by rules.
✗
StandardQueue
Why it's wrong here
Condition requires priority Normal or origin Web; case has priority High and origin Phone.
✓
No queue assigned
Why this is correct
No rule matches, so the case is not assigned to any queue by this rule set.
✗
PremiumSupportQueue
Why it's wrong here
Condition requires origin Email, but case origin is Phone.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question