MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE configurations are required to enable email-to-case creation in Dynamics 365 Customer Service?
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
✓
Create a queue and set its email address
Options B, C, and D are correct. A mailbox, a queue with email, and a routing rule set are the core components for email-to-case. Copilot and third-party connectors are not required.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Enable Copilot for Service
Why it's wrong here
Copilot is not required for email-to-case.
- ✓
Create a queue and set its email address
Why this is correct
The queue receives the emails.
- ✓
Configure a mailbox with the email address
Why this is correct
A mailbox must be set up to receive emails.
- ✓
Define a routing rule set for case creation
Why this is correct
A routing rule set converts emails to cases.
- ✗
Install a third-party email connector
Why it's wrong here
Dynamics 365 has built-in email integration.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.