MB-910 Practice Test 21 — 15 Questions

Question 1

A customer service agent needs to quickly access a knowledge article while on a call with a customer. Which feature in Dynamics 365 Customer Service allows the agent to view relevant articles without leaving the case form?

Accepted Answer

Knowledge Base Search control. Option B is correct because the Knowledge Base Search control embeds search results within the case form. Option A is wrong because Customer Service Insights is an analytics tool. Option C is wrong because Omnichannel for Customer Service handles multiple communication channels. Option D is wrong because the Service Schedule manages resource scheduling.

Answer

Service Scheduling

Answer

Customer Service Insights

Answer

Omnichannel for Customer Service

Question 2

A company uses Dynamics 365 Customer Service and wants to automatically escalate high-priority cases that have not been updated in 48 hours. What should the administrator configure?

Accepted Answer

Workflow. Option C is correct because a workflow with a time-based condition can trigger escalation. Option A is wrong because SLA KPIs track time but do not automatically escalate without a workflow. Option B is wrong because a queue is for routing, not escalation. Option D is wrong because a Power BI dashboard is for reporting.

Answer

Queue

Answer

Service Level Agreement (SLA) KPIs

Answer

Power BI dashboard

Question 3

A Dynamics 365 Customer Service organization wants to use AI to suggest similar cases to an agent when they are working on a new case. Which feature should be enabled?

Accepted Answer

Similar Case Suggestions. Option B is correct because Similar Case Suggestions uses AI to recommend existing cases. Option A is wrong because Copilot is a broader AI assistant. Option C is wrong because the Auto Capture feature logs activities. Option D is wrong because the Relationship Analytics is for relationship insights.

Answer

Relationship Analytics

Answer

Auto Capture

Answer

Copilot

Question 4

A customer service manager wants to view a real-time dashboard that shows key performance indicators like average handle time and customer satisfaction. Which out-of-the-box dashboard in Dynamics 365 Customer Service provides this?

Accepted Answer

Customer Service Operational Dashboard. Option A is correct because the Customer Service Operational Dashboard provides real-time KPIs. Option B is wrong because the Power BI Service Analytics dashboard is more advanced and not out-of-the-box. Option C is wrong because the Omnichannel Historical Analytics report is for historical data. Option D is wrong because the SLA Details dashboard focuses on SLA performance.

Answer

Power BI Service Analytics dashboard

Answer

Omnichannel Historical Analytics

Answer

SLA Details dashboard

Question 5

A support agent needs to escalate a case to a subject matter expert who is not a member of the current queue. The agent wants to send the case to a specific user. What action should the agent take?

Accepted Answer

Assign the case to the user. Option B is correct because the 'Assign' action allows the agent to choose a specific user. Option A is wrong because 'Route' uses routing rules. Option C is wrong because 'Transfer' is for Omnichannel conversations. Option D is wrong because 'Share' grants access but does not reassign ownership.

Answer

Transfer the conversation

Answer

Share the case with the user

Answer

Route the case

Question 6

A company wants to implement a self-service portal where customers can submit cases, track progress, and find knowledge articles. Which Dynamics 365 component should be used?

Accepted Answer

Customer Service portal. Option C is correct because the Customer Service portal is a self-service portal for customers. Option A is wrong because Omnichannel is for live agent interactions. Option B is wrong because Power Pages is a general-purpose portal builder but the Customer Service portal is purpose-built. Option D is wrong because Microsoft Copilot Studio is for building chatbots.

Answer

Power Pages

Answer

Microsoft Copilot Studio

Answer

Omnichannel for Customer Service

Question 7

An organization uses Dynamics 365 Customer Service and wants to automatically suggest knowledge articles to customers while they are typing their support request in a chat. Which feature should be used?

Accepted Answer

Copilot. Option D is correct because Copilot can suggest knowledge articles in real-time during chat. Option A is wrong because the Knowledge Base Search control is for agents. Option B is wrong because Smart Assist suggests articles to agents, not customers. Option C is wrong because the Case Resolution is a final step.

Answer

Smart Assist

Answer

Case Resolution

Answer

Knowledge Base Search control

Question 8

A Dynamics 365 Customer Service administrator needs to ensure that when a customer emails the support address, a case is automatically created and the email is attached. What configuration is required?

Accepted Answer

Set up an Email-to-Case mailbox record. Option C is correct because an Email-to-Case mailbox record with incoming email processing enabled creates cases from emails. Option A is wrong because a queue alone does not create cases. Option B is wrong because a workflow could be used but the standard method is Email-to-Case. Option D is wrong because a server-side synchronization profile synchronizes emails but does not create cases automatically unless Email-to-Case is configured.

Answer

Configure a queue for the support email

Answer

Create a workflow that creates a case when an email arrives

Answer

Configure server-side synchronization

Question 9

A customer service manager wants to view real-time performance metrics such as average handle time and number of cases resolved. Which dashboard should they use?

Accepted Answer

Customer Service Historical Analytics dashboard. The Customer Service Historical Analytics dashboard provides real-time and historical KPIs like average handle time and resolved cases. Option A is wrong because the Omnichannel Conversation Dashboard focuses on active conversations. Option C is wrong because the Power BI Service Analytics dashboard is for sales. Option D is wrong because the Customer Voice dashboard is for survey responses.

Answer

Power BI Service Analytics dashboard

Answer

Omnichannel Conversation Dashboard

Answer

Customer Voice dashboard

Question 10

Refer to the exhibit. A case with priority 'Normal' is submitted. Which queue will the case be assigned to?

Accepted Answer

General Support Queue. The routing rule only matches cases with priority 'High'. Since this case has 'Normal' priority, it does not meet the condition and is routed to the fallback queue 'General Support Queue'. Option A is wrong because the rule does not apply. Option C is wrong because there is no default queue. Option D is wrong because the case is not unassigned; it goes to fallback.

Answer

Premium Support Queue

Answer

It will be assigned to the agent who created it

Answer

No queue; it will remain unassigned

Question 11

A customer service agent is handling a chat session and needs to consult with a subject matter expert without the customer seeing the conversation. Which feature should be used?

Accepted Answer

Consultant. Option C is correct because Consultant mode in Omnichannel allows private consultation with another agent. Option A is wrong because Transfer transfers the customer to another agent. Option B is wrong because Monitor allows supervisors to view conversations but not consult. Option D is wrong because Copilot for Service provides AI assistance, not human consultation.

Answer

Transfer

Answer

Copilot for Service

Answer

Monitor

Question 12

A customer service manager wants to monitor real-time metrics such as average handle time and customer satisfaction scores for their team. Which dashboard should they use?

Accepted Answer

Omnichannel real-time analytics dashboard. Customer Service historical analytics provides historical metrics, not real-time. Omnichannel real-time analytics shows live metrics for agents handling conversations. Power BI reports can be customized but require extra setup. The Customer Service workspace is for agents, not managers.

Answer

Customer Service workspace dashboard

Answer

Power BI embedded reports

Answer

Customer Service historical analytics dashboard

Question 13

Refer to the exhibit. A Dynamics 365 Customer Service administrator configured the above agent experience profile. Which behavior is expected for agents assigned to this profile?

Accepted Answer

Agents can manually accept conversations and use Copilot. With auto_accept set to false, agents must manually accept conversations. max_concurrent_conversations limits to 5. They have knowledge_search, copilot, and transfer capabilities. Manual assignment is allowed (allow_manual_assignment: true).

Answer

Agents automatically receive up to 5 conversations

Answer

Agents cannot transfer conversations

Answer

Agents are limited to 5 total conversations per day

Question 14

A support team wants to use a Power Virtual Agents chatbot to handle common queries and escalate to a human agent when needed. Which integration is required?

Accepted Answer

Omnichannel for Customer Service. Power Virtual Agents chatbot can be integrated with Omnichannel for Customer Service for escalation to human agents. Option C is correct. Option A (Copilot) is AI assistant. Option B (Customer Service Insights) is analytics. Option D (Knowledge Base) is articles.

Answer

Customer Service Insights

Answer

Knowledge Base

Answer

Copilot

Question 15

An organization uses Dynamics 365 Customer Service and wants to provide self-service options for customers to track their open cases and update their contact information. Which portal solution should they use?

Accepted Answer

Power Pages (formerly Power Apps portals). Power Apps portals (now Power Pages) allow creation of customer-facing portals integrated with Dynamics 365, enabling case tracking and profile updates. Option A is incorrect because Customer Service workspace is an agent app. Option C is incorrect because Omnichannel is for live interactions. Option D is incorrect because Microsoft Copilot Studio is for building custom copilots.

Answer

Microsoft Copilot Studio

Answer

Omnichannel for Customer Service

Answer

Customer Service workspace