MB-910 Practice Test 17 — 15 Questions

Question 1

Which TWO are examples of Copilot capabilities in Dynamics 365 Customer Service?

Accepted Answer

Suggesting relevant knowledge articles to agents. Copilot can summarize conversations and suggest knowledge articles. Creating cases automatically from emails is Email-to-Case. Routing to queues is done by routing rules. Real-time dashboards are analytics features.

Answer

Providing real-time agent performance dashboards

Answer

Automatically creating cases from emails

Answer

Routing conversations to appropriate queues

Question 2

A company uses Dynamics 365 Customer Service and wants to automatically route cases from email to the appropriate queue based on the product mentioned in the email subject. Which feature should they use?

Accepted Answer

Automatic record creation and routing rules. Automatic record creation and routing rules in Dynamics 365 Customer Service can be configured to parse email subjects and route cases to the appropriate queue based on keywords such as product names. Option A (Copilot for Service) is incorrect; Copilot is an AI assistant, not a routing feature. Option B (Customer Service workspace) is incorrect; it is an agent interface, not a routing mechanism. Option D (Service level agreements) is incorrect; SLAs define service terms and response times, not routing logic.

Answer

Copilot for Service

Answer

Customer Service workspace

Answer

Service level agreements (SLAs)

Question 3

A company wants to automatically categorize incoming support emails and route them to the appropriate queue based on the product mentioned. What should they configure?

Accepted Answer

Use a Power Automate flow to analyze the email body and set the queue. Power Automate can process incoming emails, analyze the email body using AI Builder or regular expressions to identify the product mentioned, and then update the case queue accordingly. Option A is incorrect because Omnichannel's automatic categorization is designed for real-time conversations, not email routing. Option B is incorrect because routing rule sets work on structured fields like subject or sender, not free-text email body. Option D is incorrect because it relies on manual effort, which is not automated.

Answer

Enable Omnichannel's automatic categorization

Answer

Create a routing rule set with conditions on the email's subject line

Answer

Define a queue for each product and train agents to manually route

Question 4

Your organization wants to enforce that all high-priority cases from premium customers are answered within 2 hours. Which configuration ensures this?

Accepted Answer

SLA KPIs. SLA KPIs can be configured to measure response time and trigger warnings when breached. Option A is wrong because Customer Service Insights provides analytics but does not enforce response times. Option C is wrong because Power Automate can send notifications but does not define the target time. Option D is wrong because Unified Routing rules assign cases but do not enforce response times.

Answer

Customer Service Insights

Answer

Power Automate

Answer

Unified Routing rules

Question 5

Which THREE configurations are required to enable email-to-case creation in Dynamics 365 Customer Service?

Accepted Answer

Create a queue and set its email address. Options B, C, and D are correct. A mailbox, a queue with email, and a routing rule set are the core components for email-to-case. Copilot and third-party connectors are not required.

Answer

Enable Copilot for Service

Answer

Install a third-party email connector

Question 6

Which TWO features in Dynamics 365 Customer Service help improve agent productivity by reducing manual data entry?

Accepted Answer

Copilot for Service. Options B and C are correct. Copilot for Service uses AI to auto-generate responses and summarize cases, reducing manual data entry. Macros automate repetitive actions such as field updates and email sending, further cutting down manual entry. Option A (SLA KPIs) tracks service level metrics but does not reduce data entry. Option D (Timeline) displays case history without automating input. Option E (Customer Service Insights) provides analytics, not direct data entry reduction.

Answer

SLA KPIs

Answer

Timeline

Answer

Customer Service Insights

Question 7

An organization uses Omnichannel for Customer Service and wants to ensure that when a customer sends a message on Facebook, the system automatically creates a conversation and routes it to the appropriate queue. What must be configured?

Accepted Answer

Configure a Facebook channel in Omnichannel. To receive Facebook messages, you must configure a Facebook channel in Omnichannel. Social Engagement is a separate product for monitoring, not routing. Power Virtual Agents is for chatbots. Unified Routing works once the channel is set up.

Answer

Create a Power Virtual Agents bot

Answer

Set up Unified Routing rules

Answer

Enable Microsoft Social Engagement

Question 8

Which THREE capabilities are provided by Dynamics 365 Customer Service Omnichannel?

Accepted Answer

Voice. Options A, B, and C are correct. Dynamics 365 Customer Service Omnichannel provides Voice, Live chat, and SMS channels as integrated capabilities. Option D is incorrect because Customer Portal is a separate feature for self-service, not a channel within Omnichannel. Option E is incorrect because Email is a standard channel that can be used without Omnichannel; it is not exclusively part of Omnichannel.

Answer

Customer Portal

Answer

Email

Question 9

A customer service agent needs to view all interactions with a customer across email, chat, and phone in one timeline. Which feature in Dynamics 365 Customer Service provides this consolidated view?

Accepted Answer

Timeline. (Timeline). Timeline in Dynamics 365 Customer Service shows all customer interactions across email, chat, and phone in a consolidated timeline. Option B (Copilot) is an AI assistant, not for aggregating interactions. Option C (Unified Routing) is for work distribution. Option D (Knowledge Base) is for knowledge articles.

Answer

Copilot

Answer

Unified Routing

Answer

Knowledge Base

Question 10

Which THREE components are required to set up Omnichannel for Customer Service? (Choose three.)

Accepted Answer

Workstream. Options A, C, and E are correct because Omnichannel for Customer Service requires workstreams, chat channels, and queues. Option B is wrong because Copilot in Customer Service is an optional AI add-on, not a required component. Option D is wrong because Service Level Agreements (SLAs) are not a requirement for Omnichannel setup.

Answer

Copilot in Customer Service

Answer

Service Level Agreement (SLA)

Question 11

Which THREE components are part of the Omnichannel for Customer Service capabilities?

Accepted Answer

SMS. The correct answers are Option A (SMS), Option C (Social channels such as Facebook and Twitter), and Option E (Chat). These are all channels supported by Omnichannel for Customer Service. Option B (Email) is native to Dynamics 365 but not part of Omnichannel. Option D (Knowledge Base) is a separate feature.

Answer

Email

Answer

Knowledge Base

Question 12

Which TWO are benefits of using Copilot for Service in Dynamics 365 Customer Service?

Accepted Answer

Drafts email responses based on context. Options C and D are correct because Copilot for Service can draft email responses based on context and summarize case history to help agents work more efficiently. Option A is incorrect because Copilot does not reduce the number of channels; it works across multiple channels. Option B is incorrect because routing cases is done by routing rules or AI-based routing, not by Copilot for Service. Option E is incorrect because SLA KPIs are typically set up separately; Copilot does not automatically create them.

Answer

Reduces number of channels needed

Answer

Routes cases to the best agent

Answer

Automatically creates SLA KPIs

Question 13

A company wants to automatically categorize incoming support emails based on content and route them to the appropriate queue. Which Dynamics 365 Customer Service feature should be configured?

Accepted Answer

Record Creation and Update Rules. Record Creation and Update Rules allow automatic categorization and queue assignment based on email content. Option A is correct. Option B (Copilot) assists agents but does not handle automatic categorization. Option C (Service Level Agreements) tracks response times, not routing. Option D (Omnichannel for Customer Service) provides channel integration but lacks automatic content-based categorization.

Answer

Copilot

Answer

Service Level Agreements (SLA)

Answer

Omnichannel for Customer Service

Question 14

A customer service agent receives a call from a customer who is upset about a delayed shipment. The agent needs to quickly see the order status and any related cases. Which feature allows the agent to view this information without leaving the case form?

Accepted Answer

Quick View forms. Timeline shows activities and notes related to a record. Copilot can provide insights but not all details. Quick View forms display related record information in a read-only format. Queues show lists of items.

Answer

Queues

Answer

Timeline

Answer

Copilot

Question 15

Which TWO features are available in Dynamics 365 Customer Service workspace? (Choose two.)

Accepted Answer

Agent productivity tools like macros. Correct Answers: B and C. Customer Service workspace provides a unified agent interface with session management (Option C) and agent productivity tools like macros (Option B). Option A is incorrect because field service scheduling belongs to Dynamics 365 Field Service. Option D is incorrect because IoT device monitoring is part of Connected Customer Service. Option E is incorrect because Copilot integration requires an add-on license and is not a built-in feature of Customer Service workspace.

Answer

Field service scheduling

Answer

IoT device monitoring

Answer

Copilot integration by default