MB-910 Describe Dynamics 365 Customer Service — 25 Questions

Question 1

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. A workflow can be configured with a time-based condition to automatically escalate high-priority cases that have not been updated in 48 hours. Option A is wrong because a queue is used for routing cases to agents, not for escalation. Option C is wrong because SLA KPIs track time but do not perform automatic escalation without a workflow. Option D is wrong because a Power BI dashboard is for reporting and analytics, not for automation.

Answer

Queue

Answer

Service Level Agreement (SLA) KPIs

Answer

Power BI dashboard

Question 2

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 3

A support manager wants to use AI to analyze customer sentiment and suggest next best actions from chat conversations. Which Dynamics 365 Customer Service capability should they use?

Accepted Answer

Conversation Insights. Conversation Insights uses AI to analyze sentiment and provides suggested actions. Option D is correct. Option A (Omnichannel for Customer Service) routes conversations. Option B (Knowledge Base) stores articles. Option C (Customer Service Insights) provides historical analytics.

Answer

Omnichannel for Customer Service

Answer

Knowledge Base

Answer

Customer Service Insights

Question 4

Refer to the exhibit. An agent is set to Available with capacity 5 and skills Billing and Technical Support. If a billing case requires 2 capacity, how many more billing cases can the agent accept?

Accepted Answer

3. The agent has a total capacity of 5 capacity units. Each billing case requires 2 capacity units. The exhibit shows the agent's current workload, which indicates that the agent can accept 3 more billing cases without exceeding capacity. Therefore, the correct answer is 3.

Answer

4

Answer

5

Answer

2

Question 5

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 Microsoft Copilot Studio is for building custom copilots. Option C is incorrect because Omnichannel is for live interactions. Option D is incorrect because Customer Service workspace is an agent app.

Answer

Microsoft Copilot Studio

Answer

Omnichannel for Customer Service

Answer

Customer Service workspace

Question 6

Which TWO actions can be performed using Customer Service Hub's Knowledge Base? (Choose two.)

Accepted Answer

Create and publish knowledge articles. Options A and D are correct because Knowledge Base allows creating and managing articles, and searching for articles during case resolution. Option B is wrong because email templates are a different feature. Option C is wrong because Knowledge Base does not automatically suggest articles without AI features. Option E is wrong because attachments are separate entities, not part of Knowledge Base.

Answer

Configure email templates for articles

Answer

Automatically suggest articles to customers

Answer

Attach files to knowledge articles

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?

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

Accepted Answer

Power Pages and Customer Service Hub. Power Pages (formerly Power Apps portals) enables external customer access without a Dynamics 365 license, and the Customer Service Hub provides the backend for case management. Option B is incorrect because Customer Service workspace and Omnichannel for Customer Service are for agents, not customers. Option C is incorrect because Copilot for Service is for agent assistance, and Microsoft Entra ID is for identity management, not for customer portal access. Option D is incorrect because Power Automate handles workflows and Power BI provides analytics, neither enables customer self-service portal.

Answer

Customer Service workspace and Omnichannel for Customer Service

Answer

Copilot for Service and Microsoft Entra ID

Answer

Power Automate and Power BI

Question 8

A customer service organization wants to analyze case resolution times and identify trends. Which tool should they use to create reports and dashboards?

Accepted Answer

Power BI. Power BI integrates with Dynamics 365 Customer Service to create rich reports and dashboards. Option A is incorrect because Customer Service workspace is an agent interface. Option B is incorrect because Copilot provides AI assistance but not analytics. Option C is incorrect because Power Pages is for portals.

Answer

Power Pages

Answer

Customer Service workspace

Answer

Copilot for Service

Question 9

Which THREE components are essential for setting up an Omnichannel for Customer Service environment?

Accepted Answer

Workstreams. Options A, C, and D are essential: Workstreams define routing, Queues hold conversations, and Channels (like Chat) enable communication. Copilot for Service (B) is an add-on, and Bots (E) are optional.

Answer

Copilot for Service

Answer

Bots

Question 10

A company uses Dynamics 365 Customer Service and wants to provide AI-generated response suggestions for agents handling chats. Which feature meets this requirement?

Accepted Answer

Copilot for Service. Copilot for Service provides AI-generated response suggestions. Option A (Sentiment analysis) is wrong because it only analyzes sentiment, not provide suggestions. Option B (Macros) is wrong because they are manual actions. Option D (Smart Assist) is wrong because it is deprecated or does not provide AI-generated response suggestions.

Answer

Sentiment analysis

Answer

Macros

Answer

Smart Assist

Question 11

A customer service manager wants to track whether agents are meeting response time targets for urgent cases. The targets are defined in the contract. Which feature should be configured?

Accepted Answer

Service Level Agreements (SLAs). SLAs (Service Level Agreements) define response and resolution time targets. Option A is wrong because Queues are for routing. Option B is wrong because Entitlements define support coverage (e.g., number of hours or cases), not response times. Option D is wrong because Routing Rules set conditions for automatic routing of cases, not time targets.

Answer

Queues

Answer

Entitlements

Answer

Routing Rules

Question 12

Contoso Ltd. uses Dynamics 365 Customer Service and has a team of support agents who handle cases. The company wants to ensure that agents are meeting service level agreements (SLAs) for case resolution. Management wants to automatically escalate cases that are approaching their SLA deadline to a supervisor. Additionally, they want to send an email notification to the customer when a case is escalated. You need to configure this in Dynamics 365 Customer Service. What should you do?

Accepted Answer

Configure SLA and escalation rules with email notifications.. SLA and escalation rules in Dynamics 365 Customer Service allow you to define success criteria, failure actions (like escalate), and send email notifications. Option B is incorrect because Customer Service Insights is for analytics, not for escalation. Option C is incorrect because Omnichannel is for multi-channel routing. Option D is incorrect because Power Automate can be used but is not the primary method; the built-in SLA and escalation rules are the recommended approach.

Answer

Enable Customer Service Insights to detect approaching deadlines.

Answer

Set up Omnichannel for Customer Service to escalate cases.

Answer

Use Power Automate to monitor case timelines and send alerts.

Question 13

A customer service manager wants to automatically categorize incoming cases based on keywords in the subject line. Which feature should they use?

Accepted Answer

Define a routing rule set. Routing rule sets in Dynamics 365 Customer Service allow you to define conditions based on case attributes, such as keywords in the subject line, to automatically categorize and route incoming cases to the appropriate queue or agent. This feature uses rule-based logic to evaluate case fields and trigger the correct categorization without manual intervention.

Answer

Set up a queue

Answer

Create a service-level agreement (SLA)

Answer

Use the timeline wall

Question 14

A support agent needs to temporarily escalate a case to a senior engineer without reassigning ownership. The senior engineer should be able to view and collaborate on the case. What should the agent do?

Accepted Answer

Add the senior engineer as a case participant. Adding the senior engineer as a case participant in Dynamics 365 Customer Service allows them to view and collaborate on the case without transferring ownership. This maintains the original agent as the owner while granting the senior engineer access to contribute, which is the exact requirement for temporary escalation without reassignment.

Answer

Route the case to a queue the senior engineer monitors

Answer

Reassign the case to the senior engineer

Answer

Create a child case and link it

Question 15

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?

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 16

A customer contacts support about a recurring issue. The agent wants to quickly find if a knowledge article exists for this issue. Where should the agent look first?

Accepted Answer

Use the knowledge base search within the case form. The knowledge base search within the case form is the most direct and efficient way for an agent to find a relevant knowledge article while working on a case. In Dynamics 365 Customer Service, the knowledge base search control is embedded directly in the case form, allowing the agent to search for articles without leaving the case context. This integration uses the same search index as the main knowledge base, ensuring the agent sees the most current and relevant articles for the issue.

Answer

Check the case timeline for notes

Answer

Review the customer's chat transcripts

Answer

Look up the customer's account record

Question 17

An organization wants to give customers the ability to view their own support cases through a portal. Which Dynamics 365 Customer Service feature should be implemented?

Accepted Answer

Customer Service Portal. The Customer Service Portal (D) is the correct feature because it provides a self-service web interface where customers can view, create, and track their own support cases without agent intervention. This aligns directly with the requirement to give customers visibility into their cases through a portal, leveraging Dynamics 365's portal capabilities for external user access.

Answer

Unified Service Desk

Answer

Field Service Mobile App

Answer

Dynamics 365 Marketing

Question 18

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. An email template defines the content and formatting of the automatic reply sent when a case is created. Option E is correct because an automatic record creation and update rule triggers the email action based on incoming email activity, enabling the system to send the predefined template automatically.

Answer

Queue

Answer

Email signature

Answer

SLA KPIs

Question 19

A company is implementing Dynamics 365 Customer Service. Which THREE features are available out-of-the-box to improve agent productivity?

Accepted Answer

Case management. Case management is a core out-of-the-box feature in Dynamics 365 Customer Service that enables agents to create, track, and resolve customer issues efficiently. It provides a structured workflow for handling cases, including automatic case creation from emails, case routing, and resolution tracking, which directly improves agent productivity by reducing manual effort and ensuring consistent handling.

Answer

Omnichannel for Customer Service

Answer

Automated machine learning

Question 20

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