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 organization uses Dynamics 365 Customer Service and wants to automatically categorize incoming cases based on keywords in the subject. Which feature should you configure?
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
✓
Routing rules
Routing rules can automatically categorize cases based on keywords or conditions. Option B is incorrect because queues group cases for agents but do not auto-categorize. Option C is incorrect because Copilot provides suggestions but not automatic categorization. Option D is incorrect because SLA KPIs monitor response times, not categorization.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Routing rules
Why this is correct
Can set conditions to categorize and route cases automatically.
- ✗
Queues
Why it's wrong here
Group cases for agents, but do not auto-categorize.
- ✗
Copilot
Why it's wrong here
Provides AI assistance, not automatic categorization.
- ✗
SLA KPIs
Why it's wrong here
Track service levels, not categorization.
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Written by Johnson Ajibi, MSc IT Security
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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.