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

{
  "routingRuleSet": {
    "name": "High Priority Cases",
    "routingRules": [
      {
        "condition": "priority eq 'High'",
        "queue": "Premium Support Queue",
        "agentSelection": "skillMatch"
      },
      {
        "condition": "priority eq 'Medium'",
        "queue": "Standard Queue",
        "agentSelection": "roundRobin"
      }
    ],
    "fallbackQueue": "General Queue"
  }
}

Refer to the exhibit. An administrator configures a routing rule set for cases. A case with priority 'Low' is created. 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

✓

General Queue

The routing rules defined only cover High and Medium priorities: High maps to Premium Support Queue, Medium maps to Standard Queue. There is no rule for Low priority, so the system uses the fallback queue configuration, which is the General Queue. Thus, a case with Low priority is assigned to General 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.

✗
No queue; the case remains unassigned
Why it's wrong here
The fallback queue ensures assignment.
✗
Premium Support Queue
Why it's wrong here
Only High priority cases go to Premium Support.
✗
Standard Queue
Why it's wrong here
Only Medium priority cases go to Standard Queue.
✓
General Queue
Why this is correct
Low priority cases are not matched by any rule, so fallback applies.

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