Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple ChoiceObjective-mapped

MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365

Exhibit

{
  "routingRules": [
    {
      "name": "PriorityRouting",
      "conditions": {
        "field": "prioritycode",
        "operator": "eq",
        "value": 1
      },
      "queue": "VIPQueue",
      "failureAction": "AssignToDefaultQueue"
    }
  ]
}

Refer to the exhibit. A Dynamics 365 Customer Service routing rule is configured as shown. A case with priority code 2 is created. What will happen?

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 is assigned to the default queue

The rule only applies to priority code 1; for other priorities, the default queue assignment applies. Option A is wrong because the rule does not apply. Option C is wrong because there is no escalation. Option D is wrong because the case is not set to high 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.

✗
The case is automatically closed
Why it's wrong here
No auto-close configured.
✓
The case is assigned to the default queue
Why this is correct
Default queue assignment for non-matching cases.
✗
The case is escalated to a manager
Why it's wrong here
No escalation configured.
✗
The case is routed to VIPQueue
Why it's wrong here
Rule only applies to priority 1.

Go deeper

MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question