MB-910 Describe Dynamics 365 Customer Service — 20 Questions

Question 1

A company uses Dynamics 365 Customer Service. Managers complain that the 'Resolved Cases' dashboard shows incorrect numbers. Upon investigation, you notice that some cases resolved by agents are still appearing as 'In Progress'. What is the most likely cause?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

The case resolution is being saved but not activated. In Dynamics 365 Customer Service, a case is resolved by running the 'Resolve Case' process, which creates a case resolution activity and changes the status to 'Resolved'. However, if the case resolution activity is saved but not activated (i.e., the user clicks 'Save' instead of 'Activate' or the workflow fails to complete), the case remains in 'In Progress' status. This is the most likely cause because the dashboard counts only cases with a status of 'Resolved', and without activation, the status change is not committed.

Answer

The case is linked to an expired SLA

Answer

The case is in a queue with a routing rule set

Answer

The case resolution activity is not being created

Question 2

A support manager wants to configure automatic email replies when a new case is created. Which TWO components must be set up?

Accepted Answer

Email template. Option C (Email template) is correct because an automatic reply requires a predefined email template that supplies the subject and body content sent to the customer when a case is created. Option E (Automatic record creation and update rule) is correct because in Dynamics 365 Customer Service this rule is the mechanism that triggers on case creation and sends the email using that template. Option A (Queue) is incorrect because queues route and hold work items; they do not generate automatic email replies. Option B (Email signature) is incorrect because a signature only appends sender details and cannot by itself trigger or compose an automatic reply. Option D (SLA KPIs) is incorrect because KPIs measure service-level performance and have no role in sending automatic email responses.

Answer

Queue

Answer

Email signature

Answer

SLA KPIs

Question 3

A customer service manager wants to automatically suggest relevant knowledge base articles to agents when they are working on a case. What feature should be configured?

Accepted Answer

Configure Knowledge Base Search with relevant keywords. Configuring Knowledge Base Search with relevant keywords enables the automatic suggestion of knowledge articles to agents while they work on a case. This feature uses keyword matching and relevance scoring to surface articles from the knowledge base directly within the case form, reducing resolution time.

Answer

Set up Omnichannel for Customer Service

Answer

Enable Customer Service Insights

Answer

Enable Case Resolution process

Question 4

Refer to the exhibit. A Dynamics 365 Customer Service administrator configures a routing rule set as shown. A case is created from the Web channel with priority set to High (prioritycode=1). Which queue will the case be routed to?

Accepted Answer

B2C-Web-Queue. The routing rule set is evaluated sequentially from top to bottom. The first rule matches the case's channel (Web) and routes it to B2C-Web-Queue. Since the rule set does not continue evaluation after a match, the case is routed only to B2C-Web-Queue, regardless of its priority.

Answer

Both B2C-Web-Queue and High-Priority-Queue

Answer

General-Queue

Answer

High-Priority-Queue

Question 5

Drag and drop the steps to set up a customer service queue in Dynamics 365 Customer Service Hub into the correct order.

Accepted Answer

Create the queue, Specify the queue type, Add members to the queue, Activate the queue. Setting up a queue involves creating it, specifying type, adding members, and activating.

Answer

Specify the queue type, Create the queue, Add members to the queue, Activate the queue

Answer

Create the queue, Add members to the queue, Specify the queue type, Activate the queue

Answer

Create the queue, Specify the queue type, Activate the queue, Add members to the queue

Question 6

Drag and drop the steps to configure role-based security in Dynamics 365 into the correct order.

Accepted Answer

Create or copy a security role, then set privileges, then assign to users.. Security role configuration includes creating or copying, setting privileges, and assigning to users.

Answer

Create or copy a security role, then assign to users, then set privileges.

Answer

Set privileges, then create or copy a security role, then assign to users.

Answer

Assign to users, then create or copy a security role, then set privileges.

Question 7

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. The correct option is B, Workflow. In Dynamics 365 Customer Service, a workflow (specifically a background or real-time workflow) can be configured to trigger based on conditions such as case priority and the last modified date, and then perform actions like escalating the case after 48 hours without an update. This matches the requirement to automatically escalate high-priority cases that have not been updated in 48 hours. Option A, Queue, is only a routing and assignment container and does not enforce time-based escalation logic. Option C, SLA KPIs, tracks and alerts on service level agreements but does not automatically escalate cases based on inactivity. Option D, Power BI dashboard, is a reporting tool and cannot trigger automatic case escalation.

Answer

Queue

Answer

Service Level Agreement (SLA) KPIs

Answer

Power BI dashboard

Question 8

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. Similar Case Suggestions uses AI to recommend existing cases. Option A is wrong because Relationship Analytics is for relationship insights, not similar case suggestions. Option C is wrong because Auto Capture logs activities. Option D is wrong because Copilot is a broader AI assistant, not specifically for suggesting similar cases.

Answer

Relationship Analytics

Answer

Auto Capture

Answer

Copilot

Question 9

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. The Customer Service Operational Dashboard is an out-of-the-box Power BI dashboard included with Dynamics 365 Customer Service that provides real-time insights into key performance indicators such as average handle time (AHT), customer satisfaction (CSAT), and agent performance. It is designed for customer service managers to monitor operational metrics in real time.

Answer

Power BI Service Analytics dashboard

Answer

Omnichannel Historical Analytics

Answer

SLA Details dashboard

Question 10

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. The Customer Service portal is a purpose-built self-service portal for Dynamics 365 Customer Service, allowing customers to submit cases, track progress, and access knowledge articles. Option A is wrong because Power Pages is a general-purpose portal builder, not specific to customer service. Option C is wrong because Microsoft Copilot Studio is used for building chatbots and conversational AI, not a self-service portal. Option D is wrong because Omnichannel for Customer Service is for live agent interactions across channels, not self-service.

Answer

Power Pages

Answer

Microsoft Copilot Studio

Answer

Omnichannel for Customer Service

Question 11

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. Copilot in Dynamics 365 Customer Service uses AI to analyze the customer's chat input in real time and automatically surface relevant knowledge articles as suggestions to the agent (or directly to the customer in a self-service chat). This is the feature designed for contextual, in-conversation knowledge suggestions while the customer types.

Answer

Smart Assist

Answer

Case Resolution

Answer

Knowledge Base Search control

Question 12

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. Email-to-Case in Dynamics 365 Customer Service requires an Email-to-Case mailbox record configured with the support address, which tells the platform to monitor that mailbox and automatically create cases from incoming emails, attaching the original message. Without this record, no automatic case creation occurs regardless of queues or workflows. The mailbox record also ties into server-side synchronization for actual mail retrieval.

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 13

Which TWO features are available in Dynamics 365 Customer Service to help agents improve their productivity?

Accepted Answer

Smart Assist. Smart Assist (B) is correct because it is a Dynamics 365 Customer Service feature that surfaces relevant knowledge articles, similar cases, and next-best actions to agents in real time, directly boosting agent productivity. Copilot (E) is also correct because it is the AI assistant embedded in Dynamics 365 Customer Service that helps agents draft replies, summarize cases and conversations, and quickly find information, reducing handling time. Connected Customer Service (A) is not the right choice here because it focuses on IoT-connected devices and proactive service scenarios rather than day-to-day agent productivity. Sales Insights (C) belongs to Dynamics 365 Sales and provides sales-related AI insights, not customer service agent tooling. Customer Voice (D) is a survey/feedback management capability used to collect customer feedback, not a feature designed to improve agent productivity.

Answer

Connected Customer Service

Answer

Sales Insights

Answer

Customer Voice

Question 14

Which TWO are valid service-level agreement (SLA) types in Dynamics 365 Customer Service?

Accepted Answer

Enhanced SLA. In Dynamics 365 Customer Service, the SLA feature supports exactly two SLA item types: Enhanced SLA and Standard SLA. Option B (Enhanced SLA) is correct because it is the newer SLA type that supports backdating SLA KPIs, pause/resume conditions, and the SLA timer control on forms. Option D (Standard SLA) is correct because it is the legacy SLA type that applies SLA KPIs based on the created-on or first-response times without pause/resume capabilities. Options A (Basic SLA), C (Premium SLA), and E (Custom SLA) are not valid SLA types in Dynamics 365 Customer Service; no such SLA item types exist in the platform.

Answer

Basic SLA

Answer

Premium SLA

Answer

Custom SLA

Question 15

Refer to the exhibit. An administrator creates an Enhanced SLA with the above configuration. A case is created on Monday at 9:00 AM during business hours. Business hours are 9 AM to 5 PM, Monday to Friday. At what time will the 'First Response' SLA first trigger a warning?

Accepted Answer

Monday at 1:00 PM. The Enhanced SLA has a warning time of 4 business hours. The case is created on Monday at 9:00 AM during business hours (9 AM to 5 PM). Adding 4 business hours: 9 AM to 12 PM is 3 hours, then 12 PM to 1 PM is the break, so the next business hour is 1 PM to 2 PM. After 1 hour, the total is 4 business hours, reaching Monday at 1:00 PM. Therefore, option C (Monday at 1:00 PM) is correct. Options A and B incorrectly use calendar hours or days, and option D incorrectly refers to calendar hours.

Answer

Tuesday at 9:00 AM

Answer

Wednesday at 9:00 AM

Answer

Monday at 1:00 PM (calendar hours)

Question 16

Refer to the exhibit. An administrator creates a queue with the above JSON configuration. What is the purpose of setting 'incomingEmailDeliveryMethod' to 2?

Accepted Answer

Use server-side synchronization. A value of 2 indicates server-side synchronization. Option A is wrong because a value of 3 indicates forwarding email to another queue. Option C is wrong because a value of 0 indicates no incoming email (disabled). Option D is wrong because a value of 1 indicates Email Router (deprecated).

Answer

Forward email to another queue

Answer

Disable incoming email

Answer

Use the Email Router

Question 17

Refer to the exhibit. A case has a 24-hour resolution SLA using the 'Extended Hours' business hours. The case is created on Friday at 4:00 PM. What is the deadline for resolution?

Accepted Answer

Tuesday at 6:00 PM. The case is created on Friday at 4:00 PM. Using 'Extended Hours' business hours (assumed 8 AM–8 PM weekdays), the remaining business hours on Friday are 2 hours (4–6 PM). Then Monday has 12 hours (8 AM–8 PM), totaling 14 hours. Tuesday needs 10 more hours (from 8 AM to 6 PM) to reach 24 business hours, resulting in a deadline of Tuesday at 6:00 PM. Option A (Tuesday 8 AM) miscalculates the hours. Option B (Monday 4 PM) is based on calendar days, ignoring business hours. Option D (Saturday 4 PM) ignores business hours and weekends.

Answer

Tuesday at 8:00 AM

Answer

Monday at 4:00 PM

Answer

Saturday at 4:00 PM

Question 18

Your organization is implementing Dynamics 365 Customer Service and wants to automatically suggest solutions to customers based on the case subject. Which AI feature should you configure?

Accepted Answer

Case Suggestions. Case Suggestions is the AI feature in Dynamics 365 Customer Service that automatically suggests solutions to customers based on the case subject. It uses natural language processing to analyze the case and recommend relevant knowledge articles or similar cases, helping agents resolve issues faster.

Answer

Sentiment Prediction

Answer

Intelligent Lead Scoring

Answer

Article Suggestions

Question 19

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

Omnichannel Conversation Dashboard. The Omnichannel Conversation Dashboard provides real-time performance metrics such as average handle time and active conversations, making it suitable for monitoring real-time KPIs. The Customer Service Historical Analytics dashboard (option A) offers historical data, not real-time. Option B (Power BI Service Analytics dashboard) is designed for sales analytics. Option D (Customer Voice dashboard) is for survey feedback.

Answer

Customer Service Historical Analytics dashboard

Answer

Power BI Service Analytics dashboard

Answer

Customer Voice dashboard

Question 20

Your organization wants to allow customers to view their case history and submit new requests through a portal. Which Dynamics 365 Customer Service feature should you enable?

Accepted Answer

Customer Service portal. The Customer Service portal in Dynamics 365 Customer Service allows organizations to create a self-service portal where customers can view their case history, submit new requests, and access knowledge articles. This feature is designed specifically for customer-facing web portals.

Answer

Knowledge Base

Answer

Copilot

Answer

Omnichannel for Customer Service