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

Question 1

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

Question 2

Match each Dynamics 365 license type to its primary audience.

Question 3

Match each Dynamics 365 feature with its benefit.

Question 4

A customer service agent needs to quickly access a knowledge article while on a call with a customer. Which feature in Dynamics 365 Customer Service allows the agent to view relevant articles without leaving the case form?

Accepted Answer

Knowledge Base Search control. Option B is correct because the Knowledge Base Search control embeds search results within the case form. Option A is wrong because Customer Service Insights is an analytics tool. Option C is wrong because Omnichannel for Customer Service handles multiple communication channels. Option D is wrong because the Service Schedule manages resource scheduling.

Answer

Service Scheduling

Answer

Customer Service Insights

Answer

Omnichannel for Customer Service

Question 5

A company uses Dynamics 365 Customer Service and wants to automatically escalate high-priority cases that have not been updated in 48 hours. What should the administrator configure?

Accepted Answer

Workflow. Option C is correct because a workflow with a time-based condition can trigger escalation. Option A is wrong because SLA KPIs track time but do not automatically escalate without a workflow. Option B is wrong because a queue is for routing, not escalation. Option D is wrong because a Power BI dashboard is for reporting.

Answer

Queue

Answer

Service Level Agreement (SLA) KPIs

Answer

Power BI dashboard

Question 6

A Dynamics 365 Customer Service organization wants to use AI to suggest similar cases to an agent when they are working on a new case. Which feature should be enabled?

Accepted Answer

Similar Case Suggestions. Option B is correct because Similar Case Suggestions uses AI to recommend existing cases. Option A is wrong because Copilot is a broader AI assistant. Option C is wrong because the Auto Capture feature logs activities. Option D is wrong because the Relationship Analytics is for relationship insights.

Answer

Relationship Analytics

Answer

Auto Capture

Answer

Copilot

Question 7

A customer service manager wants to view a real-time dashboard that shows key performance indicators like average handle time and customer satisfaction. Which out-of-the-box dashboard in Dynamics 365 Customer Service provides this?

Accepted Answer

Customer Service Operational Dashboard. Option A is correct because the Customer Service Operational Dashboard provides real-time KPIs. Option B is wrong because the Power BI Service Analytics dashboard is more advanced and not out-of-the-box. Option C is wrong because the Omnichannel Historical Analytics report is for historical data. Option D is wrong because the SLA Details dashboard focuses on SLA performance.

Answer

Power BI Service Analytics dashboard

Answer

Omnichannel Historical Analytics

Answer

SLA Details dashboard

Question 8

A support agent needs to escalate a case to a subject matter expert who is not a member of the current queue. The agent wants to send the case to a specific user. What action should the agent take?

Accepted Answer

Assign the case to the user. Option B is correct because the 'Assign' action allows the agent to choose a specific user. Option A is wrong because 'Route' uses routing rules. Option C is wrong because 'Transfer' is for Omnichannel conversations. Option D is wrong because 'Share' grants access but does not reassign ownership.

Answer

Transfer the conversation

Answer

Share the case with the user

Answer

Route the case

Question 9

A company wants to implement a self-service portal where customers can submit cases, track progress, and find knowledge articles. Which Dynamics 365 component should be used?

Accepted Answer

Customer Service portal. Option C is correct because the Customer Service portal is a self-service portal for customers. Option A is wrong because Omnichannel is for live agent interactions. Option B is wrong because Power Pages is a general-purpose portal builder but the Customer Service portal is purpose-built. Option D is wrong because Microsoft Copilot Studio is for building chatbots.

Answer

Power Pages

Answer

Microsoft Copilot Studio

Answer

Omnichannel for Customer Service

Question 10

A customer service agent receives a phone call and needs to log the interaction as an activity in Dynamics 365. Which activity type should the agent use?

Accepted Answer

Phone Call. The Phone Call activity type is specifically designed to log telephone interactions in Dynamics 365. When a customer service agent receives a phone call, they can create a Phone Call activity to record details such as the caller, duration, subject, and notes, ensuring the interaction is tracked in the timeline and linked to the relevant contact or case.

Answer

Appointment

Answer

Email

Answer

Task

Question 11

An organization uses Dynamics 365 Customer Service and wants to automatically suggest knowledge articles to customers while they are typing their support request in a chat. Which feature should be used?

Accepted Answer

Copilot. Option D is correct because Copilot can suggest knowledge articles in real-time during chat. Option A is wrong because the Knowledge Base Search control is for agents. Option B is wrong because Smart Assist suggests articles to agents, not customers. Option C is wrong because the Case Resolution is a final step.

Answer

Smart Assist

Answer

Case Resolution

Answer

Knowledge Base Search control

Question 12

A Dynamics 365 Customer Service administrator needs to ensure that when a customer emails the support address, a case is automatically created and the email is attached. What configuration is required?

Accepted Answer

Set up an Email-to-Case mailbox record. Option C is correct because an Email-to-Case mailbox record with incoming email processing enabled creates cases from emails. Option A is wrong because a queue alone does not create cases. Option B is wrong because a workflow could be used but the standard method is Email-to-Case. Option D is wrong because a server-side synchronization profile synchronizes emails but does not create cases automatically unless Email-to-Case is configured.

Answer

Configure a queue for the support email

Answer

Create a workflow that creates a case when an email arrives

Answer

Configure server-side synchronization

Question 13

Which TWO features are available in Dynamics 365 Customer Service to help agents improve their productivity?

Accepted Answer

Smart Assist. Smart Assist (Option B) is a Dynamics 365 Customer Service feature that provides real-time recommendations and knowledge articles to agents during an active case, directly improving productivity by reducing search time. Copilot (Option E) leverages generative AI to summarize cases, draft responses, and suggest next steps, enabling agents to resolve issues faster.

Answer

Connected Customer Service

Answer

Sales Insights

Answer

Customer Voice

Question 14

Which THREE components are part of the Omnichannel for Customer Service capabilities?

Accepted Answer

Live chat. Live chat is a core component of Omnichannel for Customer Service because it enables real-time, text-based conversations between customers and agents directly from a website or portal. It is integrated into the unified routing engine, allowing chats to be distributed based on presence, capacity, and skill requirements, and it supports rich messaging features like file attachments and quick replies.

Answer

Customer Service portal

Answer

Knowledge Management

Question 15

Which TWO are valid service-level agreement (SLA) types in Dynamics 365 Customer Service?

Accepted Answer

Enhanced SLA. In Dynamics 365 Customer Service, the two valid SLA types are Enhanced SLA and Standard SLA. Enhanced SLA allows for advanced features like SLA KPIs, actions, and business process flows, while Standard SLA provides basic SLA tracking with simple conditions and time calculations. Both are native SLA types within the application, with Enhanced being the default for new environments.

Answer

Basic SLA

Answer

Premium SLA

Answer

Custom SLA