Exam MB-910 topic 1 question 46 discussion

Answers : [ Omni, Routing , Out of the Box ]

I believe the correct answer for the second question is Routing rules: "Reduce the need for manually creating cases from incoming emails and increase the efficiency of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service. The conditions in these rules automatically convert emails to support cases." https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

The correct feature to meet the requirement of allowing customers to create cases by sending emails in Dynamics 365 Customer Service is: Routing rules Routing rules are designed to automatically process and create cases from incoming emails, among other types of records. They can be configured to route emails to the appropriate queues, teams, or users, and even apply conditions and actions to incoming emails. This feature allows for the automatic creation of cases from emails without the need for manual intervention. Plug-ins, on the other hand, are custom code extensions that can be used to perform various actions in response to events within Dynamics 365 Customer Service. While plug-ins can be used to extend the functionality of the system, they are typically not used directly by customers to create cases via email. Routing rules are a more suitable and user-friendly option for this specific requirement.

I think the answer should be Omni, Omni, Out of the box dashboard. Routing rules are not the same as Automatic record creation and update rules.

Routing rules determine where the request goes, it does not create anything. Therefore, it must be plugin

https://learn.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records?view=dynamics-usd-4.2&tabs=customerserviceadmincenter

https://learn.microsoft.com/en-us/training/modules/explore-dynamics-365-customer-service/4-work-cases-queues Automatically: Record creation rules can be defined that create new case records automatically from different types of records in the application. For example, when a new email is received, a rule will automatically create a case record and populate the details of the case based on who sent the email. As per the above statement, Routing rule is correct for the second question.

Routing Rules can route cases to queues, users, or teams but they can't be used to create cases from Email. Record Creation Rule can do that but in the options its not provides so plug-in is the correct answer?

2d answer i believe is Routing Rules In Dynamics 365, you can automatically create records such as cases and leads from incoming emails Approach to achieve this requirement: 1. Create a Queue 2. Mailbox Configuration 3. Automatic Record Creation and Update Rules

Omnichannel for Customer Service Plug-in Out-of-the-box dashboards

Routing is correct - this is old CRM functionality. Link to plug-in relates to non-case record, so not suitable for our situation

Plug-in is correct https://docs.microsoft.com/en-us/dynamics365/customer-service/trigger-routing-non-case-records

Doubt on the second answer. As per link below we just need to set rules that will automatically create case from the email. Not sure if that will be called a routing rule, but I can't find plug in anywhere in the script. https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records

the second answer - no plug-in is required to created case from the e-mail. https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-update-records

These questions are doubles.

It seems strongly that dkh2207 has MS Docs solution below in the conversation. That is a MS docs source to backup his answer. I go with that.

Correct, Omni, Plugin, dashboard