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

Question 1

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. Option C is correct because Copilot suggests articles based on case title and description matching keywords. If the article's keywords do not match the case context, it may not be suggested. Option A is incorrect because the article is published. Option B is incorrect because the language is English. Option D is incorrect because the content is not malformed.

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 2

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. Option B is correct because the SLA applied to the case should match the entitlement terms. The manager should verify that the SLA definition includes the correct response and resolution times for Gold customers. Option A is incorrect because the entitlement is valid. Option C is incorrect because the case is not closed. Option D is incorrect because Copilot does not manage SLA definitions.

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 3

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. Option D is correct because 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 4

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. Option C is correct because Email-to-Case automatically creates cases from incoming emails. Other options are for different purposes (Queue for routing, SLA for timelines, Entitlement for support coverage).

Answer

Queue

Answer

SLA

Answer

Entitlement

Question 5

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 6

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

Customer Service Hub. Option D is correct because Customer Service Hub includes the portal capabilities for self-service. Power Pages (A) is a separate product, Omnichannel (B) is for live channels, and Customer Insights (C) is for analytics.

Answer

Customer Insights

Answer

Omnichannel for Customer Service

Answer

Power Pages

Question 7

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 suggests responses and automated actions, and Knowledge Articles provide quick answers. Macros (A) are automated steps but not suggestions; Sentiment (C) is analysis; Timelines (E) are history.

Answer

Timeline

Answer

Sentiment analysis

Answer

Macros

Question 8

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. Bots (B) are optional, and Copilot (E) is an add-on.

Answer

Copilot for Service

Answer

Bots

Question 9

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

Accepted Answer

Draft email responses to customers. Options B and C are correct: Copilot can draft email responses and summarize a case. It does not automatically create knowledge articles (A) or perform sentiment analysis (D) natively; macros (E) are separate.

Answer

Perform real-time sentiment analysis of customer chats

Answer

Run macros on case records

Answer

Automatically create knowledge articles from cases

Question 10

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. Option B is correct because 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 11

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. Option D is correct because SLA KPIs are specifically designed to measure response and resolution times. Reports (A) display data but don't define targets; Queues (B) manage work; Service Level (C) is ambiguous.

Answer

Customer Service Reports

Answer

Service Level

Answer

Queues

Question 12

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. Option A is correct because the knowledge base search is integrated into the Omnichannel agent interface. Other options require switching screens (B) or are irrelevant (C, D).

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

Question 13

A company wants to allow customers to track their own case status without contacting support. Which capability should be enabled?

Accepted Answer

Customer Service Hub self-service portal. Option B is correct because the Customer Service Hub includes a self-service portal. Power Pages (A) is a separate product; Omnichannel (C) is for live interactions; Copilot (D) is for AI assistance.

Answer

Omnichannel for Customer Service

Answer

Power Pages portal

Answer

Copilot for Service

Question 14

A customer calls and is frustrated because their issue has not been resolved. The agent wants to see the full history of interactions with this customer. Where should the agent look?

Accepted Answer

Case timeline. The Case timeline is the correct location because it provides a chronological, unified view of all interactions, communications, and activities related to a specific case, including emails, notes, phone calls, and system events. This allows the agent to quickly understand the full history of the customer's issue without navigating to multiple records.

Answer

Notes section

Answer

Related tab

Answer

Account record timeline

Question 15

An organization wants to automatically categorize incoming cases based on keywords in the subject line. Which feature should be used?

Accepted Answer

Routing rule set. Routing rule sets in Dynamics 365 Customer Service allow you to define conditions based on fields like the subject line to automatically categorize and route incoming cases. By specifying keywords in the subject line as conditions, the system can assign cases to the appropriate queue or support tier without manual intervention. This directly meets the requirement for automatic categorization based on subject line keywords.

Answer

Copilot for Service

Answer

SLA

Answer

Queue

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

Exhibit

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

Exhibit