Describe Dynamics 365 Customer Service →mediumMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Refer to the exhibit. The following JSON configures a routing rule in Dynamics 365 Customer Service:

{
  "name": "HighPriorityRoute",
  "conditions": [
    {
      "field": "prioritycode",
      "operator": "eq",
      "value": 1
    }
  ],
  "queueId": "HighPriorityQueue"
}

Refer to the exhibit. The routing rule is configured but cases with priority 1 are not being routed to the HighPriorityQueue. 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 routing rule is not published (active)

Routing rules must be published (active) to take effect. If the rule is not active, cases will not be routed to the queue. Option B is incorrect because a non-existent queue would typically produce a different error, but the issue described points to an inactive rule. Option C is incorrect because incorrect JSON syntax would cause a validation error upon saving, not a silent failure. Option D is incorrect because Omnichannel for Customer Service is not required for basic routing rules; it is an add-on for unified routing.

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 routing rule is not published (active)
Why this is correct
Rules must be published to become active.
✗
The queue does not exist
Why it's wrong here
If the queue didn't exist, the rule would still be created but would fail at runtime.
✗
The JSON syntax is incorrect
Why it's wrong here
The JSON is syntactically correct.
✗
Omnichannel for Customer Service is not enabled
Why it's wrong here
Routing rules work without Omnichannel.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

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