MB-910 Describe Dynamics 365 Customer Service Practice Test 2 — 15 Questions

Question 1

A customer contacts support about a recurring issue. The agent wants to quickly find if a knowledge article exists for this issue. Where should the agent look first?

Accepted Answer

Use the knowledge base search within the case form. The knowledge base search within the case form is the most direct and efficient way for an agent to find a relevant knowledge article while working on a case. In Dynamics 365 Customer Service, the knowledge base search control is embedded directly in the case form, allowing the agent to search for articles without leaving the case context. This integration uses the same search index as the main knowledge base, ensuring the agent sees the most current and relevant articles for the issue.

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Check the case timeline for notes

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Review the customer's chat transcripts

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Look up the customer's account record

Question 2

An organization wants to give customers the ability to view their own support cases through a portal. Which Dynamics 365 Customer Service feature should be implemented?

Accepted Answer

Customer Service Portal. The Customer Service Portal (D) is the correct feature because it provides a self-service web interface where customers can view, create, and track their own support cases without agent intervention. This aligns directly with the requirement to give customers visibility into their cases through a portal, leveraging Dynamics 365's portal capabilities for external user access.

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Unified Service Desk

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Field Service Mobile App

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Dynamics 365 Marketing

Question 3

A support manager wants to configure automatic email replies when a new case is created. Which TWO components must be set up?

Accepted Answer

Email template. An email template defines the content and formatting of the automatic reply sent when a case is created. Option E is correct because an automatic record creation and update rule triggers the email action based on incoming email activity, enabling the system to send the predefined template automatically.

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Queue

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Email signature

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SLA KPIs

Question 4

A company is implementing Dynamics 365 Customer Service. Which THREE features are available out-of-the-box to improve agent productivity?

Accepted Answer

Case management. Case management is a core out-of-the-box feature in Dynamics 365 Customer Service that enables agents to create, track, and resolve customer issues efficiently. It provides a structured workflow for handling cases, including automatic case creation from emails, case routing, and resolution tracking, which directly improves agent productivity by reducing manual effort and ensuring consistent handling.

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Omnichannel for Customer Service

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Automated machine learning

Question 5

A customer service manager wants to automatically suggest relevant knowledge base articles to agents when they are working on a case. What feature should be configured?

Accepted Answer

Configure Knowledge Base Search with relevant keywords. Configuring Knowledge Base Search with relevant keywords enables the automatic suggestion of knowledge articles to agents while they work on a case. This feature uses keyword matching and relevance scoring to surface articles from the knowledge base directly within the case form, reducing resolution time.

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Set up Omnichannel for Customer Service

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Enable Customer Service Insights

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Enable Case Resolution process

Question 6

A company uses Dynamics 365 Customer Service to manage support cases. They want to ensure that when a customer sends an email to the support address, a new case is automatically created from the email. Which feature should be configured?

Accepted Answer

Configure Email-to-Case automation. Dynamics 365 Customer Service includes an Email-to-Case feature that automatically creates a new case record from an incoming email sent to a configured support mailbox. This feature parses the email content, maps it to case fields, and can optionally use advanced rules for classification and routing, eliminating manual case creation.

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Define a Service Level Agreement (SLA) for email responses

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Convert incoming emails to activities

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Set up a queue for email

Question 7

Which THREE of the following are capabilities of Dynamics 365 Customer Service?

Accepted Answer

Knowledge base management. Knowledge base management is a core capability of Dynamics 365 Customer Service because it allows agents to create, manage, and search for articles containing resolutions, troubleshooting steps, and product information. This feature integrates directly with the case resolution process, enabling agents to attach knowledge articles to cases and automatically suggest relevant articles based on case context, which improves first-call resolution rates.

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Financial management and accounting

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Inventory and warehouse management

Question 8

You are a customer service administrator for a mid-sized company using Dynamics 365 Customer Service. The support team has been receiving a high volume of cases related to password resets, account unlock requests, and other common IT issues. These cases are taking up significant time for your tier-1 agents, causing longer wait times for more complex issues. Management wants to reduce the workload on agents while maintaining customer satisfaction. You need to implement a solution that allows customers to resolve these common issues themselves without contacting an agent. The solution should be easy to set up and maintain, and should integrate with the existing case management system. What should you do?

Accepted Answer

Create a chatbot using Power Virtual Agents and configure it to handle password reset and account unlock requests. Power Virtual Agents (now part of Microsoft Copilot Studio) allows you to quickly create a chatbot without coding, which can be configured to handle common IT self-service tasks like password resets and account unlock requests. This chatbot can be integrated directly with Dynamics 365 Customer Service to automatically create or update cases, reducing the workload on tier-1 agents while maintaining customer satisfaction through immediate self-resolution.

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Build a custom self-service portal using Power Apps and publish knowledge base articles

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Hire additional tier-1 agents to handle the increased volume

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Configure automatic case resolution rules to close cases after a set time

Question 9

Which TWO capabilities are included in Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Knowledge management (C) is a core capability in Dynamics 365 Customer Service because it allows agents to create, store, and search for articles, FAQs, and solutions directly within the service console, enabling faster issue resolution and consistent responses. Case management (D) is the foundational capability that tracks customer issues from creation through resolution, including routing, SLA enforcement, and escalation, making it essential for any customer service implementation.

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Social media management

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Sales forecasting

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Live chat

Question 10

Refer to the exhibit. A Dynamics 365 Customer Service administrator configures a routing rule set as shown. A case is created from the Web channel with priority set to High (prioritycode=1). Which queue will the case be routed to?

Accepted Answer

B2C-Web-Queue. The routing rule set is evaluated sequentially from top to bottom. The first rule matches the case's channel (Web) and routes it to B2C-Web-Queue. Since the rule set does not continue evaluation after a match, the case is routed only to B2C-Web-Queue, regardless of its priority.

Answer

Both B2C-Web-Queue and High-Priority-Queue

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General-Queue

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High-Priority-Queue

Question 11

Contoso Ltd. is a mid-sized electronics retailer using Dynamics 365 Customer Service. They have a team of 20 agents who handle phone calls, emails, and chat. Recently, customers have complained about long hold times and receiving inconsistent answers from different agents. The customer service manager wants to reduce average handle time and improve first call resolution. The company has not yet implemented any knowledge base or automation features. Which of the following actions should the administrator take first to address these issues?

Accepted Answer

Implement a knowledge base with articles covering common issues and train agents to use it.. Implementing a knowledge base with articles covering common issues directly addresses the root causes of long hold times and inconsistent answers. By providing agents with a single source of truth for resolutions, it reduces average handle time (agents find answers faster) and improves first call resolution (consistent, accurate responses). This is the foundational step before automation or routing, as knowledge content is required to enable those features effectively.

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Enable sentiment analysis to monitor customer emotions during interactions.

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Create a routing rule set to automatically assign cases to the most qualified agent based on skills.

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Set up a Power Automate flow to automatically send email responses for common inquiries.

Question 12

Drag and drop the steps to set up a customer service queue in Dynamics 365 Customer Service Hub into the correct order.

Accepted Answer

Create the queue, Specify the queue type, Add members to the queue, Activate the queue. Setting up a queue involves creating it, specifying type, adding members, and activating.

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Specify the queue type, Create the queue, Add members to the queue, Activate the queue

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Create the queue, Add members to the queue, Specify the queue type, Activate the queue

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Create the queue, Specify the queue type, Activate the queue, Add members to the queue

Question 13

Drag and drop the steps to configure role-based security in Dynamics 365 into the correct order.

Accepted Answer

Create or copy a security role, then set privileges, then assign to users.. Security role configuration includes creating or copying, setting privileges, and assigning to users.

Answer

Create or copy a security role, then assign to users, then set privileges.

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Set privileges, then create or copy a security role, then assign to users.

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Assign to users, then create or copy a security role, then set privileges.

Question 14

Match each Dynamics 365 license type to its primary audience.

Accepted Answer

Dynamics 365 Sales: Sales professionals. License types are tailored to specific roles. Dynamics 365 Sales serves sales teams, Customer Service serves service agents, Finance serves finance professionals, and Supply Chain Management serves logistics managers. Common mistakes include confusing Sales with Customer Service or Marketing with Finance.

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Dynamics 365 Sales: Customer service agents

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Dynamics 365 Marketing: Finance professionals

Question 15

Match each Dynamics 365 feature with its benefit.

Accepted Answer

Copilot: Helps salespeople draft emails and meeting summaries. The correct matches are: Copilot helps draft emails and summarize meetings; Customer Insights provides unified customer data. Common confusions involve swapping Sales Insights (AI predictions) and Relationship Sales (LinkedIn integration).

Answer

Sales Insights: Links Dynamics 365 with LinkedIn

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Relationship Sales: Offers AI-powered predictions for deals