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

Question 1

A company has a high volume of repetitive support requests that can be resolved with a simple password reset or account unlock. They want to reduce agent workload while maintaining customer satisfaction. What is the best approach?

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

Accepted Answer

Deploy a Power Virtual Agents chatbot. A Power Virtual Agents chatbot can handle common issues like password resets, freeing agents. Creating a knowledge base alone doesn't automate resolution. Copilot can assist agents but doesn't handle customers directly. Adding more agents increases cost.

Answer

Create a knowledge base article for password reset

Answer

Enable Copilot for agents to assist with answers

Answer

Hire more agents to handle the volume

Question 2

Which TWO are benefits of using Customer Service workspace?

Accepted Answer

Agents can work on multiple cases simultaneously using multiple sessions and tabs. Option B is correct because Customer Service workspace is built around multi-session and multi-tab capabilities, allowing agents to handle several cases at once in separate sessions without losing context or state. Option D is correct because the workspace embeds a knowledge pane directly alongside the case form, so agents can search and reference knowledge articles inline without navigating away from the active case. The other options describe capabilities of the Customer Service portal (self-service portal, portal case creation) or of automatic case creation via email-to-case/channel integration, which are separate features rather than benefits of the Customer Service workspace app itself.

Answer

Provides a self-service portal for customers

Answer

Customers can create cases directly from the portal

Answer

Automatically creates cases from incoming emails

Question 3

Which THREE are capabilities of Omnichannel for Customer Service?

Accepted Answer

Integration with Power Virtual Agents for chatbots. Option A is correct because Omnichannel for Customer Service natively integrates with Power Virtual Agents, allowing organizations to deploy AI-powered chatbots that can escalate conversations to human agents within the same omnichannel engagement hub. Option C is correct because Omnichannel for Customer Service is specifically designed to unify multiple communication channels—such as live chat, SMS, social messaging, and voice—into a single agent experience within Dynamics 365. Option E is correct because Omnichannel for Customer Service provides real-time analytics and supervisor dashboards that surface agent performance metrics, conversation volume, and channel-specific KPIs for live monitoring. Option B is not correct because knowledge base article management is a capability of Dynamics 365 Customer Service (Knowledge Management), not a defining capability of the Omnichannel add-on itself. Option D is not correct because customer self-service portals are delivered through Power Apps portals or Dynamics 365 Customer Service portals, not as an Omnichannel for Customer Service capability.

Answer

Knowledge base article management

Answer

Customer self-service portal

Question 4

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

Accepted Answer

Suggesting relevant knowledge articles to agents. Option A is correct because Copilot in Dynamics 365 Customer Service surfaces relevant knowledge articles to agents in context, using AI to match the customer's issue with existing KB content so agents can resolve cases faster. Option E is correct because Copilot generates conversation summaries, condensing chat, voice, or case interactions into concise recaps so agents can quickly understand history and hand off or wrap up cases. Option B is not a Copilot capability; real-time agent performance dashboards are provided by Customer Service analytics and reporting features such as Omnichannel real-time analytics, not Copilot. Option C is not a Copilot capability; automatic case creation from emails is handled by rule-based automation like automatic record creation and update rules or Power Automate flows. Option D is not a Copilot capability; routing conversations to appropriate queues is done by unified routing and workstream configuration, not by Copilot.

Answer

Providing real-time agent performance dashboards

Answer

Automatically creating cases from emails

Answer

Routing conversations to appropriate queues

Question 5

Refer to the exhibit. A Dynamics 365 Customer Service administrator created the above routing rule set for cases. A new case is created with priority code 2 (Normal) and no customer specified. To which queue will the case be routed?

Accepted Answer

General Support Queue. The first rule requires priority code 1 (High) and a non-null customer; the case does not meet these conditions (priority 2, no customer). Therefore, it falls to the default rule (no conditions) which routes to 'General Support Queue'.

Answer

Holiday Hours Queue

Answer

No queue; case remains unassigned

Answer

Premium Support Queue

Question 6

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. The Timeline in Dynamics 365 Customer Service displays a chronological, consolidated view of all activities and interactions related to a record — including emails, chats, phone calls, appointments, and notes. It gives agents a single pane to understand the full customer history without navigating between records.

Answer

Copilot

Answer

Unified Routing

Answer

Knowledge Base

Question 7

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 in Dynamics 365 Customer Service let you define conditions on incoming activities (like emails) and automatically create or update records — such as cases — and route them to the correct queue based on content. This is the native mechanism for converting inbound email into routed cases without custom code.

Answer

Copilot

Answer

Service Level Agreements (SLA)

Answer

Omnichannel for Customer Service

Question 8

A customer service agent needs to quickly find relevant articles while working on a case. Which Dynamics 365 Customer Service feature provides this?

Accepted Answer

Knowledge Base. The Knowledge Base in Dynamics 365 Customer Service is the repository of articles that agents can search and link to cases. It provides full-text search, filtering, and inline article suggestions directly within the case form, enabling agents to find relevant content quickly.

Answer

Timeline

Answer

Unified Routing

Answer

Service Level Agreements

Question 9

An organization wants to ensure that critical support cases are escalated if not resolved within 4 hours. Which feature should be configured?

Accepted Answer

Service Level Agreements (SLA). Service Level Agreements (SLAs) in Dynamics 365 Customer Service define response and resolution time commitments, and can trigger escalation actions (e.g., reassign, send email) when a case approaches or breaches the SLA. Configuring an SLA with a 4-hour resolution target and escalation action meets the requirement.

Answer

Copilot

Answer

Timeline

Answer

Unified Routing

Question 10

A manager wants to automatically summarize a long support case and draft a reply for the agent. Which capability in Dynamics 365 Customer Service uses AI for this?

Accepted Answer

Copilot. Copilot in Dynamics 365 Customer Service is the AI capability that can summarize long case records and generate draft replies for agents. It uses Azure OpenAI models integrated into the Customer Service workspace to produce case summaries and suggested responses directly within the agent interface. This is distinct from knowledge management or analytics features.

Answer

Knowledge Base

Answer

Conversation Insights

Answer

Customer Service Insights

Question 11

A company wants to provide support via SMS and Facebook Messenger. Which Dynamics 365 Customer Service module should be used?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service is the Dynamics 365 module that enables support across multiple digital messaging channels, including SMS and Facebook Messenger. It provides a unified agent workspace where conversations from these channels are routed to agents based on skills and capacity. This module is specifically designed for real-time, multi-session engagement, unlike other Customer Service features that focus on knowledge management or analytics.

Answer

Knowledge Base

Answer

Power Virtual Agents

Answer

Customer Service Insights

Question 12

An agent needs to transfer a chat conversation to a subject matter expert without losing context. Which Omnichannel feature supports this?

Accepted Answer

Consult and Transfer. Consult and Transfer allows agents to transfer conversations with full context. Option A is correct. Option B (Quick Replies) provides canned messages. Option C (Sentiment Analysis) gauges emotion. Option D (SLA) tracks agreements.

Answer

Service Level Agreements

Answer

Sentiment Analysis

Answer

Quick Replies

Question 13

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. Omnichannel for Customer Service provides the integration needed to connect a Power Virtual Agents chatbot to Dynamics 365 Customer Service, enabling the bot to handle common queries and escalate to a human agent seamlessly. This integration allows for context passing and routing to the right agent.

Answer

Customer Service Insights

Answer

Knowledge Base

Answer

Copilot

Question 14

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

Accepted Answer

Identify trends in customer issues. Customer Service Insights is an analytics/AI add-in for Dynamics 365 Customer Service that surfaces operational and customer-service performance data, so option C (Identify trends in customer issues) is correct because it uses AI-driven topic clustering and analytics to reveal emerging and recurring issue patterns across cases. Option D (Monitor key performance indicators) is also correct because Customer Service Insights provides dashboards with KPIs such as case volume, resolution times, and agent performance metrics to track service health. Option A (Chat with customers) is incorrect because live chat is delivered by Omnichannel for Customer Service or the Chat widget, not Customer Service Insights. Option B (Create knowledge articles) is incorrect because authoring knowledge articles is a Knowledge Management capability, and Insights only surfaces insights about knowledge usage/gaps. Option E (Route cases to appropriate agents) is incorrect because case routing is handled by unified routing or workstream/queue rules, not by Customer Service Insights.

Answer

Chat with customers

Answer

Create knowledge articles

Answer

Route cases to appropriate agents

Question 15

Refer to the exhibit. A premium support case is not updated within 60 minutes. What will happen according to the SLA configuration?

Accepted Answer

The case will be escalated to the Escalation Queue.. In Dynamics 365 Customer Service SLA configurations, each SLA item defines actions triggered when warning or failure time thresholds are breached. When a premium support case is not updated within the 60-minute threshold, the configured failure action fires — here, routing the case to the Escalation Queue so a supervisor or escalation team can intervene before the customer relationship degrades further.

Answer

The case will automatically close.

Answer

The case will trigger a notification to the customer.

Answer

The case will be reassigned to the agent's manager.