Microsoft Exam MB-910 Topic 3 Question 51 Discussion

Actual exam question for Microsoft's MB-910 exam

Question #: 51
Topic #: 3

A company uses Dynamics 365 Customer Service.

The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.

Which statement describes what happens when a case item is released from the queue?

AThe case continues to remain in the agent's personal queue until someone else selects the item from the queue.

BThe case is removed from all queues.

CThe case is removed from the agent's personal queue and returned to the original support queue.

Show Suggested Answer

Suggested Answer: A

by Cherrie at Jul 16, 2024, 12:29 AM

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Lillian

8 days ago

Wait, so if I release a case, does that mean it's like releasing a wild animal back into the jungle? It just scampers off into the unknown?

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Rasheeda

15 days ago

Haha, this question is a real head-scratcher! I bet the developers at Dynamics 365 are sitting back and laughing at us trying to figure this out.

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Veta

3 days ago

B) The case is removed from all queues.

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Goldie

4 days ago

A) The case continues to remain in the agent's personal queue until someone else selects the item from the queue.

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Elsa

23 days ago

I'm not so sure. I think the case should be removed from all queues altogether. That would prevent confusion and ensure that the case is properly handled.

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Erin

11 days ago

B) The case is removed from all queues.

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Shanice

12 days ago

A) The case continues to remain in the agent's personal queue until someone else selects the item from the queue.

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Ariel

26 days ago

I'm not sure, but I think it makes sense for the case to be removed from the agent's personal queue and returned to the original support queue.

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Roxane

27 days ago

I agree with Janine, because the case should go back to the original support queue.

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Floyd

28 days ago

I agree with Gearldine. It makes sense that the case would go back to the original queue so that someone else can pick it up.

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Janine

1 months ago

I think the answer is C.

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Gearldine

1 months ago

I think the correct answer is C. The case should be removed from the agent's personal queue and returned to the original support queue. That way, other agents can continue working on it.

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