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?
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 set, is correct because routing rule sets automatically assign records to queues based on defined conditions such as case category. This feature is specifically designed for automatic queue assignment in model-driven apps. Option A (Workflow) runs background processes but does not handle queue assignment directly. Option B (SLA KPIs) tracks service level performance, not routing. Option D (Business process flow) guides users through a process but does not automatically assign cases to queues.
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 track service level agreements, not queue assignment.
- ✓
Routing rule set
Why this is correct
Routing rule sets assign records to queues automatically based on criteria.
- ✗
Business process flow
Why it's wrong here
Business process flows guide users through stages, not automatic assignment.
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