Describe Dynamics 365 Customer Service →hardMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

{
  "QueueId": "a1b2c3d4-...",
  "Name": "PremiumSupport",
  "AllowEmail": true,
  "EmailAddress": "premium@contoso.com",
  "IncomingEmailRouting": "QueueOnly",
  "OutgoingEmailSettings": {
    "UseSystemDefault": false,
    "EmailAddress": "premium@contoso.com"
  }
}

Refer to the exhibit. An administrator configured a queue for premium support. After testing, emails sent to premium@contoso.com are not creating cases. What is the most likely cause?

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 IncomingEmailRouting property is set to 'QueueOnly'

The most likely cause is that the 'IncomingEmailRouting' property is set to 'QueueOnly'. When set to 'QueueOnly', emails received are added to the queue but do not automatically create cases. To have cases created, the setting should be 'CaseCreate' or 'QueueAndCase'. Option A is incorrect because outgoing email settings are unrelated to creating cases from incoming emails. Option C is incorrect because the queue's email address matches the configured mailbox so emails are received. Option D is incorrect because queue type (Public/Private) does not affect case creation from email; it's the routing that matters.

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 outgoing email settings are misconfigured
Why it's wrong here
Outgoing settings do not affect incoming email processing.
✓
The IncomingEmailRouting property is set to 'QueueOnly'
Why this is correct
This setting only adds emails to the queue without creating cases.
✗
The queue's email address does not match the configured mailbox
Why it's wrong here
The exhibit shows the email address is set correctly.
✗
The queue is not of type 'Public'
Why it's wrong here
Queue type is not shown, but email queues can be public or private; type does not prevent case creation.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

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