The answer is to ensure the case resolution uses the standard 'Resolve Case' action rather than a custom workflow. This is correct because Power Automate flows that trigger on "When a case is resolved" rely on the specific system event tied to the out-of-box Resolve Case button; custom workflows or bulk edits that change the status field directly bypass this trigger, so the flow never fires. On the Microsoft Dynamics 365 Fundamentals CRM MB-910 exam, this tests your understanding of how Power Automate triggers interact with standard system actions versus custom processes—a common trap is assuming any status change will activate the flow. A useful memory tip is "trigger on action, not on field change": if the flow expects a specific system action, a custom status update won't cut it.
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
This MB-910 practice question tests your understanding of explore the core capabilities of customer engagement apps in dynamics 365. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Your Dynamics 365 Customer Service implementation includes a Power Automate flow that creates a task in Microsoft To Do when a case is resolved. The flow triggers on resolution, but tasks are not being created. You verify the flow is turned on and has no errors. What should you check next?
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Ensure that the case resolution uses the standard 'Resolve Case' action rather than a custom workflow.
Option A is correct because if the flow triggers on 'When a case is resolved', but the status change is done via a custom button or bulk edit, the trigger might not fire. Option B is wrong because license assignment would cause a different error. Option C is wrong because the flow runs in the context of the owner, but if the owner doesn't have a To Do account, it would fail with an error. Option D is wrong because the flow is already turned on.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
✗
Check that the flow owner has a Dynamics 365 license.
Why it's wrong here
The flow owner needs a license, but if the flow is on, license issues would show as errors.
✓
Ensure that the case resolution uses the standard 'Resolve Case' action rather than a custom workflow.
Why this is correct
The trigger 'When a case is resolved' only fires on the default resolution action; custom workflows may not trigger it.
Related concept
Read the scenario before looking for a memorised answer.
✗
Confirm the Microsoft To Do connection is shared with the case owner.
Why it's wrong here
The connection uses the flow owner's credentials, not the case owner's.
✗
Re-enable the flow and save it again.
Why it's wrong here
The flow is already on; re-saving is unlikely to fix the issue.
Common exam traps
Common exam trap: answer the scenario, not the keyword
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Trap categories for this question
Command / output trap
The flow owner needs a license, but if the flow is on, license issues would show as errors.
Detailed technical explanation
How to think about this question
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→Watch for words such as best, first, most likely and least administrative effort.
→Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
How this comes up in practice
A cloud solutions architect for a retail company is evaluating services for a new workload. The correct answer here reflects best practice for the specific scenario described — not a general cloud recommendation. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Cloud exam questions reward reading the constraint carefully: the same technology can be right or wrong depending on the use case.
What to study next
Got this wrong? Here's your next step.
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Explore the core capabilities of customer engagement apps in Dynamics 365 — This question tests Explore the core capabilities of customer engagement apps in Dynamics 365 — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Ensure that the case resolution uses the standard 'Resolve Case' action rather than a custom workflow. — Option A is correct because if the flow triggers on 'When a case is resolved', but the status change is done via a custom button or bulk edit, the trigger might not fire. Option B is wrong because license assignment would cause a different error. Option C is wrong because the flow runs in the context of the owner, but if the owner doesn't have a To Do account, it would fail with an error. Option D is wrong because the flow is already turned on.
What should I do if I get this MB-910 question wrong?
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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