MB-910 Describe Dynamics 365 Customer Service Practice Test 10 — 15 Questions

Question 1

A customer calls to report an issue, but the agent finds that the customer's support entitlement has expired. What should the agent do?

Accepted Answer

Inform the customer and suggest purchasing a new support plan. The agent should inform the customer that the support entitlement has expired and suggest purchasing a new support plan. Option A is incorrect because providing service without a valid entitlement violates support policy. Option B is incorrect because deleting the expired entitlement does not resolve the issue and does not provide a new valid entitlement. Option D is incorrect because Copilot cannot override entitlement restrictions.

Answer

Create a case and provide support anyway

Answer

Delete the expired entitlement and create a new one

Answer

Ask Copilot to override the entitlement

Question 2

Which TWO of the following are capabilities of Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Options B and D are correct. Knowledge management allows creation and use of knowledge articles, which is a key capability of Dynamics 365 Customer Service. Case management enables tracking and resolution of customer issues. Options A (Project scheduling) belongs to Dynamics 365 Project Operations, C (Sales forecasting) belongs to Dynamics 365 Sales, and E (Product lifecycle management) belongs to Dynamics 365 Supply Chain Management.

Answer

Project scheduling

Answer

Sales forecasting

Answer

Product lifecycle management

Question 3

Which THREE of the following are features of the Customer Service workspace?

Accepted Answer

Copilot integration. The correct features of the Customer Service workspace are Copilot integration (B), Timeline (C), and Session management (E). SLA configuration (A) is done in the Customer Service admin center, not the workspace. Power BI report authoring (D) is not a built-in workspace feature; reports are viewed via dashboards but authoring requires separate tools.

Answer

SLA configuration

Answer

Power BI report authoring

Question 4

Which TWO of the following are benefits of using Omnichannel for Customer Service?

Accepted Answer

Automatic routing based on agent skills. Omnichannel for Customer Service provides a unified agent interface across channels (E) and automatic routing based on agent skills (B). Option A (AI-powered article suggestions) is not a core benefit of Omnichannel; it is a feature of Dynamics 365 Customer Service insights. Option C (Offline case creation) is not a feature of Omnichannel; it is available in the main Customer Service app. Option D (Real-time sentiment analysis) is also an AI feature, not a core Omnichannel benefit.

Answer

AI-powered article suggestions

Answer

Offline case creation

Answer

Real-time sentiment analysis

Question 5

An agent is working on a case titled 'User cannot reset password'. The agent opens the knowledge article shown in the exhibit. The agent expects the article to be automatically suggested by Copilot, but it is not. What is the most likely reason?

Accepted Answer

The keywords in the article do not match the case context. Copilot suggests articles based on the keywords in the article matching the case title and description. If the keywords do not match the case context, the article will not be automatically suggested. Option A is incorrect because malformed content would not prevent keyword matching. Option C is incorrect because if the article's status is not Published, it would not be available at all, but the agent is able to open the article, so it must be published. Option D is incorrect because Copilot matches keywords, not language.

Answer

The article content is malformed

Answer

The article status is not set to Published

Answer

The language is set to en-US but the case is in another language

Question 6

A support manager reviews the case exhibit. The case has a 'Gold-High-SLA' SLA applied. The manager wants to verify that the SLA terms are appropriate. What should the manager check next?

Accepted Answer

Verify the SLA definition for Gold-High-SLA. The manager needs to verify that the SLA definition for 'Gold-High-SLA' contains the appropriate response and resolution times for Gold customers. Option A is incorrect because the entitlement end date being expired would affect SLA applicability, but the manager is checking appropriateness of terms, not validity. Option B is incorrect because Copilot is not a tool used to suggest or manage SLA definitions; it's an AI assistant for insights. Option C is incorrect because SLA calculation is triggered when the case is created or modified, not only when closed.

Answer

Check that the entitlement end date is not expired

Answer

Ask Copilot to suggest a better SLA

Answer

Ensure the case is closed to trigger SLA calculation

Question 7

A case is created for a Surface Pro with priority 'Normal'. According to the routing rule exhibit, where will the case be routed?

Accepted Answer

The case will remain in the default queue or unassigned. The routing rule requires both conditions (product = Surface Pro AND priority = High) to be met. Since the priority is 'Normal', the case does not match the rule and will be routed based on default routing or remain unassigned. Option A is incorrect because the rule requires priority High. Option B is incorrect because no other queue is specified in the exhibit. Option C is incorrect because the case will not be deleted.

Answer

The case will be deleted

Answer

Another queue based on default routing

Answer

Surface Support Team Queue

Question 8

A customer service manager wants to automate the creation of cases from emails sent to the support mailbox. Which feature should they use?

Accepted Answer

Email-to-Case. Email-to-Case is the correct feature because it automatically creates cases from incoming emails sent to the support mailbox. Queues are used for routing work items, SLAs define service timelines, and entitlements specify support coverage. Therefore, option B is correct.

Answer

Queue

Answer

SLA

Answer

Entitlement

Question 9

A support agent is working on a high-priority case but needs to escalate it to a senior engineer. The manager wants the senior engineer to automatically be notified and the case priority to change to 'Critical'. What should be configured?

Accepted Answer

Routing rule set. Routing rule sets in Dynamics 365 Customer Service allow you to define conditions that automatically assign cases to specific queues or users and update record attributes like priority. By configuring a routing rule set with a condition that triggers when a case is escalated, you can automatically notify the senior engineer and change the priority to 'Critical' without manual intervention.

Answer

SLA KPIs

Answer

Copilot for Service

Answer

Manual assignment to the senior engineer

Question 10

An organization wants to provide a self-service portal where customers can search knowledge articles, submit cases, and track resolution. Which Dynamics 365 Customer Service component should be used?

Accepted Answer

Power Pages. Power Pages (formerly known as Power Apps portals) is the Dynamics 365 Customer Service component used to build self-service portals where customers can search knowledge articles, submit cases, and track resolution. Option D (Customer Service Hub) is the main agent workspace in Dynamics 365 Customer Service, but it is not a self-service portal. Option A (Customer Insights) is for customer analytics, and Option B (Omnichannel for Customer Service) is for live communication channels like chat and SMS.

Answer

Customer Insights

Answer

Omnichannel for Customer Service

Answer

Customer Service Hub

Question 11

Which TWO features in Dynamics 365 Customer Service help improve agent productivity by providing suggested actions or responses?

Accepted Answer

Copilot for Service. Options B and D are correct. Copilot for Service suggests responses and automated actions to agents, while Knowledge articles provide quick answers to resolve cases. Option A (Timeline) displays customer interaction history, not suggestions. Option C (Sentiment analysis) analyzes customer sentiment, not actions. Option E (Macros) automate repetitive steps but do not suggest responses or actions.

Answer

Timeline

Answer

Sentiment analysis

Answer

Macros

Question 12

Which TWO capabilities are provided by Copilot for Service in Dynamics 365 Customer Service?

Accepted Answer

Draft email responses to customers. Options A and B are correct: Copilot for Service can draft email responses to customers and summarize case details for agents. It does not perform real-time sentiment analysis (C), run macros on case records (D), or automatically create knowledge articles from cases (E).

Answer

Perform real-time sentiment analysis of customer chats

Answer

Run macros on case records

Answer

Automatically create knowledge articles from cases

Question 13

Refer to the exhibit.

{
  "routes": [
    {
      "name": "Priority Routing",
      "conditions": [
        {"attribute": "prioritycode", "operator": "eq", "value": 2},
        {"attribute": "new_region", "operator": "eq", "value": "EMEA"}
      ],
      "queueId": "queue-emea-high"
    }
  ]
}

A case with prioritycode = 2 and new_region = 'EMEA' is created. To which queue will it be routed?

Accepted Answer

queue-emea-high. The conditions match both criteria, and the queueId is 'queue-emea-high'. Other options are not referenced in the exhibit.

Answer

queue-priority-high

Answer

queue-default

Answer

queue-emea

Question 14

A customer service manager wants to track how quickly agents respond to cases and whether they meet the target of 4 hours. Which feature should they use?

Accepted Answer

SLA KPIs. SLA KPIs (Option B) are specifically designed to measure response and resolution times against defined targets like 4 hours. Customer Service Reports (A) display historical data but do not define or track targets in real time; Queues (D) are used for routing and managing work assignments, not for performance measurement; Service Level (C) is a generic term and not the specific feature name in Dynamics 365 Customer Service.

Answer

Customer Service Reports

Answer

Service Level

Answer

Queues

Question 15

An agent is handling a chat conversation via Omnichannel and needs to quickly look up a related knowledge article. Without leaving the conversation, how can the agent find it?

Accepted Answer

Use the knowledge base search panel within the conversation. The knowledge base search panel is integrated directly into the Omnichannel agent interface, allowing agents to find and share knowledge articles without leaving the chat conversation. Option A is incorrect because escalating to a supervisor does not help the agent find an article. Option C is incorrect because opening a new browser tab requires leaving the conversation, which is not necessary. Option D is incorrect because Copilot is not the designated tool for knowledge base searches in this context.

Answer

Escalate the chat to a supervisor

Answer

Open a new browser tab and search the customer portal

Answer

Ask Copilot to fetch the article