MB-910 Describe Dynamics 365 Customer Service Practice Test 17 — 15 Questions

Question 1

A customer service manager wants to provide customers with a self-service portal where they can search for answers, submit cases, and track their case status. Which Dynamics 365 Customer Service feature should the manager implement?

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

Accepted Answer

Customer portal. The customer portal is a Power Apps portal that enables customers to self-serve by searching knowledge articles, submitting cases, and tracking their status. It is the only feature listed that provides a customer-facing interface for self-service, making it the correct choice for the manager's requirement.

Answer

Omnichannel for Customer Service

Answer

Customer Service Hub

Answer

Unified routing

Question 2

A customer service manager wants to ensure that when a case is escalated, the original case remains open and a new case is created for the escalation team, with a link between the two cases. Which Dynamics 365 Customer Service feature should be used?

Accepted Answer

Parent-child case relationship. The need is to keep the original case open and create a new escalated case linked to it. Parent-child case relationships in Dynamics 365 Customer Service allow exactly that: you can create a child case from a parent case, and both remain open with a hierarchical association. Merging would close cases, queue reassignment moves the same case, and routing rules only assign cases—none create a linked new case.

Answer

Case routing rules

Answer

Queue reassignment

Answer

Case merging

Question 3

A customer service manager at Adventure Works wants to provide customers with the ability to search a knowledge base and resolve issues on their own, reducing the number of incoming cases. Which Dynamics 365 Customer Service feature should they implement?

Accepted Answer

Customer Service portal with knowledge base integration. A Customer Service portal with knowledge base integration allows customers to search for and read knowledge articles, enabling self-service and reducing incoming cases. Omnichannel, unified routing, and entitlements are internal features that do not provide external self-service knowledge access.

Answer

Entitlements

Answer

Unified routing

Answer

Omnichannel for Customer Service

Question 4

A company's support agents frequently handle cases that require input from multiple departments. The customer service manager wants to configure a way for agents to add a list of activities to a case so that each department knows what work must be completed. Which Dynamics 365 Customer Service feature should the manager use?

Accepted Answer

Case tasks. Case tasks are the feature that lets agents add a structured list of activities to a case, assign them to different people or departments, and track their completion. This is the standard way to coordinate multi-department work inside a case. Queues, entitlements, and playbooks serve different purposes and do not provide the simple, visible activity list described in the scenario.

Answer

Playbooks

Answer

Case queues

Answer

Entitlements

Question 5

A customer service agent at Fabrikam is working on a case and needs to quickly view the customer's recent interactions, such as emails, phone calls, and chat sessions, without leaving the case record. Which feature in Dynamics 365 Customer Service provides this integrated view?

Accepted Answer

Timeline. The Timeline control is the correct feature because it aggregates all activity records related to a case or customer, such as emails, phone calls, and chat sessions, in a single chronological view on the form. This allows agents to quickly review recent interactions without switching applications. Queues, dashboards, and knowledge articles serve different purposes and do not provide this integrated interaction history.

Answer

Knowledge Article

Answer

Queue

Answer

Dashboard

Question 6

A customer service manager at a healthcare provider wants cases to be automatically routed to agents based on the skills required to resolve them, such as billing, clinical triage, or technical support. Which Dynamics 365 Customer Service capability should the manager configure?

Accepted Answer

Unified routing with skill-based rules. Unified routing is the Dynamics 365 Customer Service feature that combines work classification, skill matching, and capacity rules to assign cases automatically. By defining skill requirements and routing rules, the manager can ensure billing, clinical, and technical cases reach agents with the right expertise, which is precisely the scenario described.

Answer

Case queues with manual assignment

Answer

Entitlement channels

Answer

Knowledge article suggestions

Question 7

A customer service manager needs to ensure that cases are resolved within the timeframes specified in the customer's service level agreement. The manager wants to track key performance indicators (KPIs) such as first response time and resolution time, and receive alerts when cases are approaching breach. Which Dynamics 365 Customer Service feature should the manager use?

Accepted Answer

Service level agreements (SLAs). SLAs are the Dynamics 365 Customer Service feature that define and track key performance indicators such as first response time and resolution time. They can trigger alerts when cases are approaching breach, enabling managers to take corrective action. This makes SLAs the correct choice for ensuring cases are resolved within agreed timeframes.

Answer

Entitlements

Answer

Customer portal

Answer

Unified routing

Question 8

A customer service manager wants to provide customers with a self-service portal where they can search for answers, submit cases, and track their case status. Which Dynamics 365 Customer Service feature should the manager implement?

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

Accepted Answer

Customer Service workspace. Customer Service workspace is the modern application that provides a unified, multi-session interface for agents to manage multiple cases and access customer information efficiently. Other applications like Customer Service Hub are older, Omnichannel is for channel engagement, and Field Service is for field operations.

Answer

Omnichannel for Customer Service

Answer

Customer Service Hub

Answer

Dynamics 365 Field Service

Question 9

A support manager at a company using Dynamics 365 Customer Service wants to enforce a service level agreement (SLA) that requires the first response to any case marked as 'High priority' to occur within 2 hours. They need to track whether this target is met and take action if it is breached. What should they configure?

Accepted Answer

Configure a service-level agreement (SLA) with a KPI for first response and set the failure action to alert the manager.. A service-level agreement (SLA) in Dynamics 365 Customer Service is the correct tool to define and monitor KPIs like first response time. It tracks elapsed time, applies conditions such as priority, and triggers failure actions when targets are missed. Entitlements, queues, and simple workflows do not provide this active enforcement and alerting capability.

Answer

Set up a queue that automatically assigns high-priority cases to agents with a 2-hour timer.

Answer

Create an entitlement with a 2-hour first response time and associate it with the customer.

Answer

Create a workflow that sends an email to the manager when a case is created with high priority.

Question 10

A customer service organization wants to provide agents with a guided step-by-step process to resolve common customer issues, ensuring consistency and compliance. The process should include branching logic based on customer responses. Which Dynamics 365 Customer Service feature should be used?

Accepted Answer

Agent scripts. The requirement is for a guided, step-by-step process with branching logic to ensure consistency and compliance. Agent scripts in Dynamics 365 Customer Service are designed for this purpose: they provide interactive scripts that can branch based on inputs and can enforce mandatory steps. Knowledge articles are static, smart assist is suggestive, and guided help is for learning—none provide the structured, branching process needed.

Answer

Knowledge articles

Answer

Guided help

Answer

Smart assist

Question 11

A support manager wants to ensure that when a customer submits a case through the customer portal, the case is automatically assigned to the correct support team based on the product selected in the case form. The manager also wants to track the time each team takes to resolve cases. Which combination of Dynamics 365 Customer Service features should the manager use?

Accepted Answer

Queues and routing rules. Queues and routing rules are the correct features because they evaluate case attributes, such as the product, and automatically route the case to a designated queue. From there, team members can work on the case, and the system tracks resolution times per queue or team. Entitlements, SLAs, playbooks, and surveys serve different purposes and do not provide automatic product-based routing.

Answer

Entitlements and Service Level Agreements

Answer

Customer Voice and surveys

Answer

Playbooks and business process flows

Question 12

A customer service agent at Contoso is handling a case and needs to find a documented solution that has been used successfully in similar cases. The agent wants to search a repository of articles directly from the case form and quickly insert the solution into an email reply. Which capability in Dynamics 365 Customer Service should the agent use?

Accepted Answer

Knowledge management. Knowledge management is the correct capability because it provides a centralized repository of articles that agents can search, view, and use directly within the case form. This allows the agent to find a documented solution and insert it into an email reply, improving efficiency and consistency. Timeline, queues, and dashboards do not offer these knowledge search and insertion features.

Answer

Dashboard

Answer

Queue

Answer

Timeline

Question 13

A customer service director wants to give customers the ability to search a self-service portal for answers and, when needed, submit and track their own support cases. Which Dynamics 365 Customer Service component should be implemented?

Accepted Answer

Customer self-service portal. A customer self-service portal is the Dynamics 365 Customer Service component that publishes knowledge articles and case management to external users. It enables customers to find answers independently and to create and track their own cases, satisfying both the self-service search and case-tracking needs described by the director.

Answer

Omnichannel for Customer Service live chat

Answer

Customer Service workspace

Answer

Microsoft Teams collaboration

Question 14

A support manager at Fabrikam wants agents to handle voice calls, chats, and SMS from a single interface, with the system automatically distributing incoming conversations based on agent availability and skill. Which capability should be implemented?

Accepted Answer

Omnichannel for Customer Service with unified routing. Omnichannel for Customer Service unifies voice, chat, SMS, and social messaging in one agent interface, and unified routing assigns each incoming conversation to the best-suited agent using skills, capacity, and presence. Together they deliver the single-interface, automatic, skill-based distribution the manager wants across multiple communication channels.

Answer

Queues with manual case assignment by a supervisor

Answer

Customer Service workspace with session templates

Answer

Customer Voice surveys with sentiment analysis

Question 15

A customer service team wants to ensure that cases are automatically routed to agents based on their skills, capacity, and availability. They also want to prioritize cases from high-value customers. Which feature should they configure in Dynamics 365 Customer Service?

Accepted Answer

Unified routing. Unified routing is the feature that automatically assigns cases to agents based on skills, capacity, and availability, and it can prioritize work based on customer value or other attributes. By configuring unified routing with appropriate rules and queues, the team can ensure cases reach the right agents efficiently and high-value customers receive priority treatment.

Answer

Entitlements

Answer

Service-level agreements (SLAs)

Answer

Omnichannel for Customer Service