MB-910 Describe Dynamics 365 Customer Service Practice Test 13 — 15 Questions

Question 1

You are a customer service manager at a software company. The support team uses Dynamics 365 Customer Service workspace to manage cases. The team has noticed that agents spend a lot of time searching for relevant knowledge articles when working on cases. You want to improve efficiency by providing agents with relevant article suggestions automatically based on the case details. Additionally, the solution should learn from agent feedback to improve suggestions over time. What should you implement?

Accepted Answer

Enable Copilot for Service to suggest knowledge articles based on case context and agent feedback.. Option C is correct because Copilot for Service provides AI-driven knowledge suggestions that learn from feedback. Option A is wrong because manual tagging is inefficient. Option B is wrong because Copilot Studio is for chatbots, not agent assistance. Option D is wrong because Customer Service Insights provides analytics, not real-time suggestions.

Answer

Create a Customer Service Insights dashboard to show frequently used articles.

Answer

Build a custom chatbot using Copilot Studio that agents can query for articles.

Answer

Manually tag each case with relevant knowledge articles using a lookup field.

Question 2

A customer service manager wants to automatically categorize incoming support emails based on keywords and route them to the appropriate queue. Which feature in Dynamics 365 Customer Service should they use?

Accepted Answer

Set up Routing Rules with keyword conditions. Option B is correct because the Routing Rules feature uses keywords or conditions to automatically categorize and route cases to the appropriate queues. Option A is wrong because Queues are just storage containers, not routing engines. Option C is wrong because Service Level Agreements (SLAs) focus on response times, not categorization. Option D is wrong because Omnichannel for Customer Service is for real-time channels, not email routing.

Answer

Enable Omnichannel for Customer Service

Answer

Define Service Level Agreements (SLAs)

Answer

Create separate queues for each category

Question 3

A support agent needs to see a customer's entire interaction history across email, chat, and phone calls in one view. Which Dynamics 365 Customer Service feature provides this unified timeline?

Accepted Answer

Timeline. Option A is correct because the Timeline shows all customer interactions across channels. Option B is wrong because Customer Service Insights is analytics. Option C is wrong because the Knowledge Base is for articles. Option D is wrong because the Case Resolution dialog closes a case.

Answer

Customer Service Insights

Answer

Knowledge Base

Answer

Case Resolution

Question 4

A company uses Dynamics 365 Customer Service and wants to automatically suggest knowledge articles to agents while they are working on a case. The solution must work without requiring the agent to manually search. Which feature should be enabled?

Accepted Answer

AI-suggested articles. Option D is correct because AI-suggested articles use AI to recommend relevant articles automatically. Option A is wrong because article categorization helps organize but does not suggest. Option B is wrong because Knowledge Search is manual. Option C is wrong because the Knowledge Base is the repository, not a suggestion engine.

Answer

Knowledge Base

Answer

Knowledge Search

Answer

Article categorization

Question 5

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). Option C is correct because SLAs (Service Level Agreements) define response and resolution time targets. Option A is wrong because Queues are for routing. Option B is wrong because Routing Rules set routing conditions. Option D is wrong because Entitlements define support coverage, not response times.

Answer

Queues

Answer

Entitlements

Answer

Routing Rules

Question 6

An organization wants to allow customers to create support tickets through a web portal and track their resolution progress. Which Dynamics 365 Customer Service component should they use?

Accepted Answer

Customer Portal. Option A is correct because the Customer Portal (Power Apps portal) allows customers to submit and track cases. Option B is wrong because Omnichannel is for real-time communications. Option C is wrong because Knowledge Base is for articles. Option D is wrong because the Service Scheduling module is for scheduling appointments.

Answer

Knowledge Base

Answer

Service Scheduling

Answer

Omnichannel for Customer Service

Question 7

A Dynamics 365 Customer Service administrator needs to ensure that when a customer replies to an email from a closed case, a new case is automatically created and linked to the original case. What should they configure?

Accepted Answer

Configure a rule for automatic case creation from email. Option D is correct because the Automatic Case Creation rule can create a new case from an email reply and link it to the original case using the conversation ID. Option A is wrong because Email Templates are for email formatting. Option B is wrong because Routing Rules route existing cases, not create new ones. Option C is wrong because SLAs set targets.

Answer

Create an email template for re-opening

Answer

Define an SLA on closed cases

Answer

Set up a routing rule for replies

Question 8

A customer service team uses Dynamics 365 Customer Service. They want to use AI to analyze customer sentiment during chat conversations and provide real-time suggestions to agents. Which feature should they enable?

Accepted Answer

Conversation Insights. Option C is correct because Conversation Insights (part of Omnichannel) provides real-time sentiment analysis and suggestions. Option A is wrong because Customer Service Insights is historical analytics. Option B is wrong because AI-suggested articles is for knowledge. Option D is wrong because Copilot is a general AI assistant, not specifically for sentiment.

Answer

AI-suggested articles

Answer

Microsoft Copilot

Answer

Customer Service Insights

Question 9

A company is implementing Dynamics 365 Customer Service. Which TWO are valid components of the Customer Service Hub?

Accepted Answer

Cases. Option A and D are correct because Accounts and Cases are core entities in Customer Service Hub. Option B is wrong because Leads is a sales entity. Option C is wrong because Opportunities is also sales. Option E is wrong because Invoices is a sales/finance entity.

Answer

Leads

Answer

Opportunities

Answer

Invoices

Question 10

A Dynamics 365 Customer Service administrator wants to improve agent productivity by automating repetitive tasks. Which THREE capabilities can be used?

Accepted Answer

Client-side scripts (JavaScript). Option A, B, and D are correct because Macros, Scripts, and Power Automate workflows can automate repetitive tasks. Option C is wrong because SLAs are for tracking targets. Option E is wrong because Knowledge Base is a repository, not automation.

Answer

Service Level Agreements

Answer

Knowledge Base

Question 11

A company uses Dynamics 365 Customer Service and wants to ensure that premium customers get priority support. Which TWO configurations should they use?

Accepted Answer

Define entitlements for premium customers. Option A and C are correct because entitlements define support levels, and routing rules can prioritize cases. Option B is wrong because SLAs set targets but do not prioritize routing. Option D is wrong because Queues organize but do not prioritize. Option E is wrong because Copilot is an AI assistant, not a priority mechanism.

Answer

Set up SLAs with shorter response times

Answer

Create a separate queue for premium customers

Answer

Enable Copilot for premium customers

Question 12

Refer to the exhibit. The routing rule is configured but cases with priority 1 are not being routed to the HighPriorityQueue. What is the most likely cause?

Accepted Answer

The routing rule is not published (active). Option B is correct because the rule is not active; rules must be published to take effect. Option A is wrong because the JSON is valid. Option C is wrong because the queue might exist but not be active; however, the rule's active status is more fundamental. Option D is wrong because Omnichannel is not required for routing rules.

Answer

The queue does not exist

Answer

The JSON syntax is incorrect

Answer

Omnichannel for Customer Service is not enabled

Question 13

Contoso Ltd. is a mid-sized manufacturing company that recently implemented Dynamics 365 Customer Service to handle support requests for their industrial equipment. They have three support tiers: Level 1 (basic troubleshooting), Level 2 (technical specialists), and Level 3 (engineering). Cases are created via email, phone, and a customer portal. Currently, all cases are manually assigned by a dispatcher, which causes delays. The company wants to automate case routing based on the following: 1) Cases submitted by email are automatically classified using keywords (e.g., 'hydraulic failure' goes to Level 2, 'billing' goes to Level 1). 2) Cases from the portal are automatically assigned to Level 1 if the customer's entitlement allows. 3) Urgent cases (priority 1) are always assigned to Level 3 regardless of category. They also want to use AI to suggest knowledge articles for cases. You are the Dynamics 365 Customer Service consultant. Which combination of features should you recommend?

Accepted Answer

Configure routing rules for email keywords, set up entitlements for portal cases, and enable AI-suggested articles. Option D is correct because Routing Rules handle keyword-based email routing, Entitlements control portal case assignment, and AI suggestions provide article recommendations. Option A is wrong because SLAs do not route; they track times. Option B is wrong because Queues alone don't route automatically. Option C is wrong because Omnichannel is for real-time, not email routing.

Answer

Enable Omnichannel for Customer Service, configure automatic case creation, and use Copilot

Answer

Create queues for each tier, assign cases manually via the dispatcher, and enable the knowledge base

Answer

Set up SLAs for each priority, create separate queues by category, and use Customer Service Insights for suggestions

Question 14

Northwind Traders is a global retail company with a Dynamics 365 Customer Service implementation. They have a team of 50 agents in three regions: North America (NA), Europe (EU), and Asia Pacific (APAC). Cases are created from email, chat, and phone. They want to implement a unified routing system that ensures: 1) Cases are assigned to the appropriate regional queue based on the customer's region. 2) Within a region, cases are distributed evenly among agents (round-robin). 3) Cases with priority 1 are assigned to senior agents, who are designated in each region. 4) Agents can handle cases from any region if they have capacity, but regional preference should apply. The system must also provide real-time insights into agent performance and case trends. You need to design the solution. What should you configure?

Accepted Answer

Configure Omnichannel for Customer Service with work distribution, skills, and conversation insights. Option B is correct because Omnichannel provides skill-based routing, round-robin, and real-time analytics. Option A is wrong because Queues alone don't distribute evenly. Option C is wrong because manual assignment doesn't use round-robin. Option D is wrong because SLAs only track times.

Answer

Set up routing rules based on region and priority, assign agents manually, and use Power BI

Answer

Define SLAs for each priority, create queues for each region, and use dashboards

Answer

Create regional queues, assign cases manually, and use Customer Service Insights for reporting

Question 15

Fabrikam Inc. is a software company that provides 24/7 support using Dynamics 365 Customer Service. They have a small team of 10 agents. Currently, support requests come via email only. They want to add live chat and phone support using Omnichannel for Customer Service. The requirements are: 1) Chat sessions should be automatically assigned to available agents. 2) Phone calls should be routed to agents who are currently free. 3) During off-hours, chat and phone should be redirected to a voicemail/email option. 4) Agents should be able to see customer history across channels. What is the minimal configuration needed?

Accepted Answer

Enable Omnichannel for Customer Service, configure workstreams for chat and voice, set up automatic case creation for off-hours messages. Option C is correct because Omnichannel provides chat and phone routing, and automatic case creation can capture off-hours messages. Option A is wrong because Omnichannel already provides routing, so manual queue assignment is not needed. Option B is wrong because SLAs are for time tracking, not routing. Option D is wrong because separate chat and phone systems are not integrated.

Answer

Create separate queues for chat and phone, assign agents manually, and use email for off-hours

Answer

Enable Omnichannel, configure workstreams for chat and voice, set up SLAs for response times

Answer

Implement a third-party chat and phone system, integrate via APIs, and use Power Automate