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

2 months 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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Huey

10 days ago

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

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Melodie

22 days ago

B) The case is removed from all queues.

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Kara

1 months 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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Rasheeda

2 months 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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Amina

13 days ago

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

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Veta

1 months ago

B) The case is removed from all queues.

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Goldie

1 months 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

2 months 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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Lizbeth

23 days ago

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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Anissa

1 months ago

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

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Erin

2 months ago

B) The case is removed from all queues.

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Shanice

2 months 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

2 months 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

2 months ago

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

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Floyd

2 months 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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Willard

1 months ago

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

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Fidelia

1 months 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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Janine

2 months ago

I think the answer is C.

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Gearldine

2 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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