MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE scenarios can be addressed using Power Automate in 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
✓
Escalate a case if it is not updated in 24 hours
Options C, D, and E are correct. Power Automate can escalate cases based on time thresholds (C), automatically send satisfaction surveys after case resolution (D), and create knowledge articles from case resolutions (E). Option A (updating case status when an email is received) is typically handled by email-to-case rules or routing rules, not Power Automate. Option B (configuring an SLA KPI) is done natively in SLA settings within Dynamics 365 and not through Power Automate.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Update the case status when an email is received
Why it's wrong here
Email-to-case routing rule sets handle this, not Power Automate typically.
- ✗
Configure an SLA KPI
Why it's wrong here
SLA KPIs are configured in the system, not via Power Automate.
- ✓
Escalate a case if it is not updated in 24 hours
Why this is correct
Power Automate can monitor case updates and escalate.
- ✓
Automatically send a satisfaction survey after case resolution
Why this is correct
Power Automate can trigger survey sends.
- ✓
Create a knowledge article from a case resolution
Why this is correct
Power Automate can create articles from case details.
Go deeper
Related to this question
About these practice questions
One of 941 original MB-910 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
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.