MB-910 Describe Dynamics 365 Customer Service Practice Test 16 — 15 Questions

Question 1

A support manager at a software company wants to define service level agreements (SLAs) so that high-priority cases are responded to within 2 hours and resolved within 8 hours. The manager also needs to track SLA compliance for each case. Which Dynamics 365 Customer Service feature should they configure?

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

Accepted Answer

Service Level Agreements (SLAs). The requirement is to define and track time-based service commitments for case response and resolution. Service Level Agreements (SLAs) in Dynamics 365 Customer Service are specifically designed for this: they let you set KPIs, warning and failure times, and monitor compliance per case. Entitlements, queues, and routing rules serve different purposes and do not enforce or track these time targets.

Answer

Entitlements

Answer

Queues

Answer

Routing rules

Question 2

A customer service organization wants to provide agents with a single interface that shows a list of their active cases, a timeline of recent customer interactions, and a knowledge base search pane, all on one screen without navigating away. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Customer Service workspace. Customer Service workspace is designed to give agents a single, tabbed interface where they can view their cases, see a timeline of interactions, and search knowledge without leaving the screen. The other options either serve different purposes (analytics, omnichannel communication) or represent older interfaces that do not provide the same level of consolidation.

Answer

Omnichannel for Customer Service agent dashboard

Answer

Unified Interface customer service hub

Answer

Dynamics 365 Customer Service Insights

Question 3

A support agent at Northwind Traders is working on a complex case that requires input from a senior engineer. The agent wants to quickly loop in the engineer and keep all communication and notes in one place within Dynamics 365 Customer Service. Which feature should the agent use?

Accepted Answer

Use the Teams collaboration pane. The Teams collaboration pane in Dynamics 365 Customer Service enables agents to chat or call colleagues from within a case, with the conversation linked to the case record. This keeps all collaboration context in one place. Tasks, converting to opportunity, and child cases do not provide this integrated real-time collaboration.

Answer

Convert the case to an opportunity

Answer

Create a child case

Answer

Add a task to the case

Question 4

A customer service organization uses Dynamics 365 Customer Service. They want to enable customers to create and manage their own support cases through a web portal. The portal should allow customers to view their case history, submit new cases, and communicate with agents. Which Dynamics 365 Customer Service capability should they implement?

Accepted Answer

Customer self-service portal. The customer self-service portal is the correct capability for enabling customers to create and manage their own cases. It provides a web interface for case submission, tracking, and communication. Other features like Customer Service workspace and Omnichannel are agent-focused or communication-focused, and knowledge management is supplementary.

Answer

Omnichannel for Customer Service

Answer

Customer Service workspace

Answer

Knowledge management

Question 5

A support manager at an electronics retailer needs agents to handle customer cases directly from within Microsoft Outlook without switching to the web client. The manager wants to know which Dynamics 365 Customer Service capability makes this possible. What should the manager use?

Accepted Answer

Dynamics 365 App for Outlook. The Dynamics 365 App for Outlook is the only listed capability that embeds Dynamics 365 case data and actions inside the Outlook client. Agents can view, create, and track cases while working in email, which directly meets the requirement of managing customer cases without switching to the web application.

Answer

Omnichannel for Customer Service

Answer

Customer Service workspace app

Answer

Microsoft Power Automate

Question 6

A customer service organization is implementing Dynamics 365 Customer Service. The organization wants to enable agents to collaborate on cases, share knowledge, and access relevant information without leaving the case record. Which two features should the organization use? (Choose two.)

Accepted Answer

Knowledge articles. The Timeline and Knowledge articles directly support collaboration and information sharing within a case. The Timeline provides a unified view of all interactions, allowing agents to see the full context and add notes, while Knowledge articles allow agents to search for and apply relevant information without leaving the case record. Together, they enable efficient collaboration and access to information.

Answer

Entitlements

Answer

Queues

Answer

Service level agreements (SLAs)

Question 7

A customer service agent is working on a case and needs to quickly find similar resolved cases to help resolve the current issue. The agent wants to search across case titles, descriptions, and resolutions. Which Dynamics 365 Customer Service feature should the agent use?

Accepted Answer

Similar Cases. To find similar resolved cases based on case content, the agent should use the Similar Cases feature. It analyzes text in case titles, descriptions, and resolutions to surface relevant past cases. Knowledge Base search is for articles, Timeline shows activities for a single record, and Queue is for work organization, so none of those meet the requirement.

Answer

Timeline

Answer

Knowledge Base search

Answer

Queue

Question 8

You are a system administrator at Contoso Retail. The customer service team handles warranty claims that must be resolved within a guaranteed number of days. Management wants the system to automatically track the number of days remaining and alert agents when a claim is approaching its deadline. What should you configure?

Accepted Answer

Entitlements with SLA items and KPI tracking. Entitlements establish what a customer is entitled to, and the SLA items linked to an entitlement define the KPIs that must be met, such as resolution within a set number of days. Dynamics 365 Customer Service then tracks each case against those KPIs, showing remaining time and issuing warnings as the deadline nears, which directly delivers the automatic tracking and alerting the team needs.

Answer

Case creation rules with default priority values

Answer

Queues with automatic case routing rules

Answer

Customer service schedules with service activities

Question 9

A company wants to provide customers with the ability to initiate a live chat session from their website and have those chats automatically create cases in Dynamics 365 Customer Service. Which capability should they implement?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service is the feature that provides live chat channels, including web chat, and integrates them with Dynamics 365 Customer Service. It can automatically create cases from chat sessions, ensuring that customer interactions are tracked and routed to the appropriate agents. This aligns perfectly with the requirement to allow customers to initiate live chat and have cases created automatically.

Answer

Knowledge Management

Answer

Customer Voice

Answer

Field Service

Question 10

A support manager at a bicycle manufacturer wants to define the specific support terms a Gold-tier customer receives, including the number of hours of phone support and the response time for email cases. Which Dynamics 365 Customer Service record type should the manager configure?

Accepted Answer

Entitlement. Entitlements are the Dynamics 365 Customer Service records that capture exactly what support a customer is entitled to, including support channels, total support hours, and response times. Configuring an entitlement for the Gold tier lets the service team know the contractual terms and track remaining support against them as cases are created.

Answer

Service Level Agreement

Answer

Queue

Answer

Customer Service Hub dashboard

Question 11

You are a system administrator at Fabrikam. The company wants to provide customers with a self-service portal where they can search for knowledge articles and create cases. Which Dynamics 365 Customer Service feature should you implement?

Accepted Answer

Customer self-service portal. The customer self-service portal is the correct feature to provide customers with a self-service interface for knowledge search and case creation. It is built on Power Apps portals and integrates with Dynamics 365 Customer Service. Customer Service workspace and Omnichannel are agent-focused, while unified routing is for assignment. Only the self-service portal enables external users to access knowledge and create cases.

Answer

Customer Service workspace

Answer

Omnichannel for Customer Service

Answer

Unified routing

Question 12

A customer service team at a software company wants to measure how quickly agents respond to cases and how many cases they resolve each day. Which Dynamics 365 Customer Service feature provides these operational metrics?

Accepted Answer

Customer Service Hub dashboards. Customer Service Hub dashboards aggregate case data into visual tiles and charts that show response times, resolution counts, and other service metrics. Managers use these dashboards to track team performance in real time, making them the appropriate feature for measuring agent speed and daily case throughput.

Answer

Entitlements

Answer

Queues

Answer

Knowledge articles

Question 13

A support manager wants to ensure that cases are automatically routed to agents based on the case origin, the product selected on the case, and the customer's preferred language. The manager also wants to prioritize cases from premium customers. Which Dynamics 365 Customer Service feature should be configured?

Accepted Answer

Unified routing with workstreams and routing rules. Unified routing is the comprehensive solution for automatically routing cases based on multiple attributes like origin, product, and language, and for prioritizing by customer tier. It uses workstreams to define the routing logic and can incorporate skills, capacity, and prioritization rules. The other options are either manual, limited to simple rules, or only a subset of the full routing capability.

Answer

Skill-based routing in Omnichannel for Customer Service

Answer

Queue-based routing with manual assignment

Answer

Case creation rules in the Customer Service admin center

Question 14

A support manager at Contoso needs to define the support terms that a customer is entitled to, such as the number of support incidents and the support channel (phone, email, or web). The manager also wants to track how many incidents have been used and when the entitlement expires. Which Dynamics 365 Customer Service entity should the manager configure?

Accepted Answer

Entitlement. Entitlements are the correct entity because they define the specific support terms a customer is entitled to, such as incident limits and support channels, and they track usage and expiration. Queues, SLAs, and cases serve different purposes: queues organize work, SLAs define response times, and cases represent individual support requests. Only entitlements directly address the need to define and monitor contractual support terms.

Answer

Case

Answer

Service Level Agreement (SLA)

Answer

Queue

Question 15

A company uses Dynamics 365 Customer Service and wants to implement a unified routing system that automatically assigns incoming cases to the most appropriate agent based on skills, capacity, and priority. They also want to ensure that cases are routed consistently across multiple channels, including email, chat, and phone. Which feature should they configure?

Accepted Answer

Unified routing. Unified routing is the feature designed to intelligently route cases across channels using skills, capacity, and priority. It provides a consistent and scalable routing framework. Workstreams and queue routing rules are components or simpler alternatives, and entitlement routing does not exist as a feature.

Answer

Queue routing rules

Answer

Workstreams

Answer

Entitlement routing