Quick Answer

The answer is 3, because the agent’s total capacity of 5 is reduced by the 2 capacity units consumed by the billing case, leaving exactly 3 remaining capacity for additional billing cases. This calculation hinges on the core concept of agent capacity in Dynamics 365 Customer Service, where each agent has a maximum workload defined by their capacity profile, and each case consumes a specific portion of that capacity based on its type or skill requirements. On the MB-910 exam, this question tests your understanding of how capacity allocation works in the context of skill-based routing, often appearing as a straightforward arithmetic problem that can trick you into selecting the initial capacity (5) or misreading the remaining capacity. A common trap is forgetting to subtract the consumed capacity from the total, so always remember: available capacity minus used capacity equals remaining capacity. A quick memory tip is “Total minus Used equals Room for More.”