MB-910 Describe Dynamics 365 Customer Service Practice Question
Your organization uses Dynamics 365 Customer Service and wants to automatically create tasks for agents when a case is escalated. Which automation tool should be used?
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
✓
Power Automate
Power Automate flows can be triggered by case escalation events to automatically create tasks for agents. Option A is incorrect because Unified Routing assigns cases to agents based on rules but does not create tasks. Option B is incorrect because SLA KPIs track response and resolution times but do not create tasks. Option C is incorrect because Customer Service Insights provides analytics and reports, not task creation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Unified Routing
Why it's wrong here
Unified Routing assigns cases but does not create tasks.
- ✗
SLA KPIs
Why it's wrong here
SLA KPIs track metrics but do not create tasks.
- ✗
Customer Service Insights
Why it's wrong here
Customer Service Insights provides analytics, not task creation.
- ✓
Power Automate
Why this is correct
Power Automate can trigger on case escalation to create tasks.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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