PL-900 Demonstrate the capabilities of Power Apps Practice Question
A company uses a model-driven app to manage customer service cases. The team wants to automatically assign cases to the appropriate queue based on the case category. What feature should they use?
⚠ Common exam trap
PL-900 often tests the difference between routing rule sets and workflows, causing candidates to choose Workflow for automatic assignment when routing rules are the native, efficient solution.
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 rule set
Routing rule sets in Dynamics 365 model-driven apps automatically route cases to queues or users based on conditions like case category. They are specifically designed for this purpose, allowing you to define rules that evaluate case fields and assign to the appropriate queue.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Workflow
Why it's wrong here
Workflows can automate processes but are not specifically for queue routing.
- ✗
SLA KPIs
Why it's wrong here
SLA KPIs measure elapsed time against service-level targets and raise warnings or failures; they never assign records to queues. Automatic category-based queue assignment needs a routing rule that inspects the case and sets its queue. SLA KPIs suit tracking response and resolution compliance.
- ✓
Routing rule set
Why this is correct
Routing rule sets evaluate case attributes, such as category, against conditions you define and then route the case to a specified queue automatically. This directly satisfies the requirement to assign cases by category without manual intervention, unlike workflows or business rules, which cannot move records between queues.
- ✗
Business process flow
Why it's wrong here
Business process flows guide users through defined stages of a case lifecycle; they do not evaluate record data to route work. Automatic queue assignment on category requires a rule that triggers on record creation, which is what queue routing rules or a workflow provide. Business process flows suit enforcing consistent data entry stages.
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Last reviewed September 2026 · checked against the official Microsoft exam blueprint
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