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
Your Dynamics 365 Customer Service environment uses a routing rule set that directs cases based on product category. However, some high-priority customers are not being assigned to the premium support team. What should you configure to ensure high-priority customers are routed to premium support?
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 routing rule that identifies high-priority customers and routes to premium support queue
In Dynamics 365 Customer Service, routing rule sets can include conditions based on customer attributes such as priority level. By creating a routing rule that identifies high-priority customers (e.g., based on account tier or customer category), you can override the default product category routing and direct these cases to the premium support queue. This ensures automated assignment without manual intervention. Option B (SLA) is incorrect because SLAs define service level agreements and response times, not routing logic. Option C (adding a new queue and manually assigning cases) is incorrect because it does not automate the routing based on priority; manual assignment defeats the purpose of automation. Option D (Omnichannel presence) is incorrect because presence determines agent availability for real-time channels, not case routing based on customer priority.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Create a routing rule that identifies high-priority customers and routes to premium support queue
Why this is correct
Routing rules can check customer attributes and override default routing.
- ✗
Configure an SLA to escalate high-priority cases
Why it's wrong here
SLAs define response times but do not route cases to specific teams.
- ✗
Add a new queue for premium support and assign cases manually
Why it's wrong here
Manual assignment is not automated and may be missed.
- ✗
Use Omnichannel presence to route based on agent availability
Why it's wrong here
Presence is for real-time availability, not priority-based routing.
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