Exam MB-910 topic 1 question 148 discussion

Actual exam question from Microsoft's MB-910

Question #: 148
Topic #: 1

A company allows customers to submit cases through its website. A case type field on the webform has sales and service options.

You need to add the case automatically to the sales or service queue based on the field value, using only out-of-the-box functionality.

What should you configure?

A. record creation and update rule
B. sequence
C. routing rule
D. assistant

Show Suggested Answer

Suggested Answer: C 🗳️

by Nicolasbro at Dec. 22, 2023, 7:01 a.m.

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Nicolasbro

Highly Voted 1 year ago

C. Routing rule is the feature on Customer Service to distribute cases dynamically to the right queue of agents

upvoted 5 times

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Jeff261290

Most Recent 11 months, 2 weeks ago

Selected Answer: C

To add a case automatically to the sales or service queue based on the field value, you can use routing rules in Dynamics 365 Customer Service1. Routing rules are used to route cases to the appropriate queue based on the criteria specified in the rule. You can create a routing rule that routes cases to the sales queue if the case type field has a value of “sales,” and to the service queue if the case type field has a value of “service.”

upvoted 4 times

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