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 to manage support cases. You have configured a routing rule set that automatically assigns cases to agents based on their skills and availability. However, you notice that some high-priority cases are not being assigned immediately; they remain unassigned for up to 10 minutes. The routing rule set uses the default 'Round Robin' assignment method. You need to ensure that high-priority cases are assigned within 1 minute of creation. What should you do?
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
✓
Change the assignment method to 'Highest Capacity' and configure a priority boost for high-priority cases.
The 'Highest Capacity' assignment method considers agent workload and availability, and configuring a priority boost for high-priority cases ensures they are assigned more quickly, potentially within 1 minute. Option A is incorrect because disabling skill-based matching may assign cases to unqualified agents. Option B is incorrect because reducing the routing engine evaluation interval alone does not change the assignment method; it may still use Round Robin, which does not prioritize high-priority cases. Option C is incorrect because simply increasing the number of agents does not guarantee faster assignment if the routing method does not prioritize urgent cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Disable skill-based matching for high-priority cases.
Why it's wrong here
Disabling skills could assign cases to unqualified agents, causing poor service.
- ✗
Reduce the routing engine evaluation interval to 1 minute.
Why it's wrong here
The default interval is already short; reducing it might not solve the priority issue.
- ✗
Increase the number of agents in the queue.
Why it's wrong here
More agents might help but does not guarantee priority assignment within 1 minute.
- ✓
Change the assignment method to 'Highest Capacity' and configure a priority boost for high-priority cases.
Why this is correct
Highest Capacity assigns to the agent with the least workload, and priority boost ensures high-priority cases are assigned quickly.
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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.