MB-910 Describe Dynamics 365 Customer Service Practice Test 3 — 15 Questions

Question 1

A support manager configures the SLA shown. A high-priority case from a Gold customer is created at 10:00 AM. The business hours are Monday-Friday 9:00 AM to 5:00 PM. At what time will the SLA fail if no action is taken?

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

Accepted Answer

12:30 PM. The SLA fails at 12:30 PM because the high-priority case is created at 10:00 AM, and the SLA timer for a high-priority case from a Gold customer is 2 hours and 30 minutes. Since business hours are 9:00 AM to 5:00 PM, the entire duration falls within business hours, so the SLA due time is 10:00 AM + 2 hours 30 minutes = 12:30 PM. If no action is taken by then, the SLA fails.

Answer

The next day at 12:30 PM

Answer

11:30 AM

Answer

1:30 PM

Question 2

A case with Priority 'High' and CustomerTier 'Gold' is created. However, no certified senior agent is available. What happens to the case?

Accepted Answer

The case stays in the PremiumSupportQueue until a certified senior agent becomes available.. In Dynamics 365 Customer Service, when a case is created with a priority and customer tier that require a certified senior agent, and none is available, the case is routed to a specialized queue (e.g., PremiumSupportQueue) where it remains until a qualified agent becomes available. This ensures the case is not mishandled by an unqualified agent. The routing rules are configured via unified routing or workstreams.

Answer

The case is escalated to a supervisor.

Answer

The case is assigned to any available agent.

Answer

The case remains unassigned in the system.

Question 3

An organization wants to automatically categorize incoming support emails based on keywords and route them to the appropriate queue. Which feature should they configure?

Accepted Answer

Configure routing rule sets. Routing rule sets in Dynamics 365 Customer Service evaluate conditions on incoming records (such as keywords in the subject or description) and route them to the appropriate queue. This is the native, no-code mechanism for keyword-based categorization and queue assignment.

Answer

Create queues for each category

Answer

Use Copilot to read emails

Answer

Enable Unified Routing

Question 4

A company wants to implement a self-service portal where customers can find solutions, submit cases, and track resolution. They also want to use AI to suggest relevant articles. Which combination of features should they use?

Accepted Answer

Customer Portal and Copilot. Customer Portal (Power Apps portal) provides self-service capabilities. Copilot can be integrated to suggest articles. Power Virtual Agents is a chatbot, not a portal. Customer Service workspace is for agents. Dynamics 365 Marketing is unrelated.

Answer

Power Virtual Agents and Customer Service workspace

Answer

Dynamics 365 Marketing and Customer Portal

Answer

Omnichannel and Copilot

Question 5

A customer service agent receives a call from a customer who is upset about a delayed shipment. The agent needs to quickly see the order status and any related cases. Which feature allows the agent to view this information without leaving the case form?

Accepted Answer

Quick View forms. Quick View forms display read-only fields from a related record directly on the current form, so an agent working a case can see order status and related case details inline without navigating away. This is exactly the 'view related info without leaving the form' scenario Quick View forms are designed for.

Answer

Queues

Answer

Timeline

Answer

Copilot

Question 6

Refer to the exhibit. A Dynamics 365 Customer Service administrator configured the above agent experience profile. Which behavior is expected for agents assigned to this profile?

Accepted Answer

Agents can manually accept conversations and use Copilot. With auto_accept set to false, agents must manually accept conversations. max_concurrent_conversations limits to 5. They have knowledge_search, copilot, and transfer capabilities. Manual assignment is allowed (allow_manual_assignment: true).

Answer

Agents automatically receive up to 5 conversations

Answer

Agents cannot transfer conversations

Answer

Agents are limited to 5 total conversations per day

Question 7

Refer to the exhibit. A Gold SLA is configured with the terms shown. A high-priority case (priority 1) is created at 10:00 AM Pacific Time on a weekday. What happens if the case is not responded to by 12:00 PM Pacific Time?

Accepted Answer

The case is escalated as per failure action. The SLA term requires initial response within 2 hours for priority 1 cases. If not met, the failure action is 'escalate'. The SLA is based on business hours, but since the case was created during business hours, the clock runs.

Answer

The agent receives a warning notification

Answer

The case is automatically resolved

Answer

The SLA is paused until next business day

Question 8

A support manager wants to use AI to analyze customer sentiment and suggest next best actions from chat conversations. Which Dynamics 365 Customer Service capability should they use?

Accepted Answer

Conversation Insights. Conversation Insights uses AI to analyze sentiment and provides suggested actions. Option D is correct. Option A (Omnichannel for Customer Service) routes conversations. Option B (Knowledge Base) stores articles. Option C (Customer Service Insights) provides historical analytics.

Answer

Omnichannel for Customer Service

Answer

Knowledge Base

Answer

Customer Service Insights

Question 9

Which TWO features in Dynamics 365 Customer Service help improve agent productivity?

Accepted Answer

Copilot. Copilot (A) is correct because it uses AI to generate suggested replies, summarize cases, and draft responses in the agent workspace, directly reducing handling time and effort. Quick Replies (E) is correct because it lets agents insert prewritten, reusable responses into conversations with a few keystrokes, speeding up repetitive communication. Service Level Agreements (B) define and track response/resolution targets but are a compliance and tracking mechanism rather than a direct agent productivity aid. Timeline (C) is a record of interactions and activities on a record, useful for context but not a productivity accelerator. Unified Routing (D) intelligently routes work items to the right agents or queues, which improves efficiency at the queue level but is not primarily an in-conversation agent productivity feature like Copilot or Quick Replies.

Answer

Service Level Agreements

Answer

Timeline

Answer

Unified Routing

Question 10

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

Accepted Answer

SMS. Omnichannel for Customer Service in Dynamics 365 provides a unified engagement hub that natively supports real-time and asynchronous messaging channels, and SMS (A) is one of those supported channels, allowing customers to text agents directly within the same unified interface. Social channels such as Facebook and Twitter (C) are also supported, enabling agents to receive and respond to social media messages alongside other conversations. Chat (E) is the core real-time channel of Omnichannel, providing live web chat that can be routed, escalated, and contextually enriched just like the other channels. Email (B) is not part of Omnichannel for Customer Service's channel set — email is handled through the separate Dynamics 365 Customer Service Email entity and queues, not the Omnichannel engagement hub. Knowledge Base (D) is a knowledge management feature used within Customer Service for article authoring and search, not a communication channel or component of the Omnichannel capability itself.

Answer

Email

Answer

Knowledge Base

Question 11

Refer to the exhibit. An email containing the word 'urgent' is received. What will happen based on the rule?

Accepted Answer

A case will be created in the Urgent Queue with High priority.. Based on the rule shown in the exhibit, when an email containing the word 'urgent' is received, the rule creates a case in the Urgent Queue with High priority. This is a direct application of the rule's conditions and actions.

Answer

A case will be created in the Urgent Queue with Medium priority.

Answer

The email will be updated with a new category.

Answer

The email will be ignored.

Question 12

Refer to the exhibit. An agent is set to Available with capacity 5 and skills Billing and Technical Support. If a billing case requires 2 capacity, how many more billing cases can the agent accept?

Accepted Answer

3. The agent has a total capacity of 5 capacity units. Each billing case requires 2 capacity units. The exhibit shows the agent's current workload, which indicates that the agent can accept 3 more billing cases without exceeding capacity. Therefore, the correct answer is 3.

Answer

4

Answer

5

Answer

2

Question 13

A company wants to automatically categorize incoming support emails and route them to the appropriate queue based on the product mentioned. What should they configure?

Accepted Answer

Use a Power Automate flow to analyze the email body and set the queue. A Power Automate flow can parse the email body or subject, detect the product mentioned, and set the queue field on the case — providing the flexible, content-aware categorization the scenario requires. Power Automate is the extensibility layer for Dynamics 365 that can run custom logic beyond native rule conditions.

Answer

Enable Omnichannel's automatic categorization

Answer

Create a routing rule set with conditions on the email's subject line

Answer

Define a queue for each product and train agents to manually route

Question 14

Refer to the exhibit. An administrator configured a queue for premium support. After testing, emails sent to premium@contoso.com are not creating cases. What is the most likely cause?

Accepted Answer

The IncomingEmailRouting property is set to 'QueueOnly'. The most likely cause is that the 'IncomingEmailRouting' property is set to 'QueueOnly'. When set to 'QueueOnly', emails received are added to the queue but do not automatically create cases. To have cases created, the setting should be 'CaseCreate' or 'QueueAndCase'. Option A is incorrect because outgoing email settings are unrelated to creating cases from incoming emails. Option C is incorrect because the queue's email address matches the configured mailbox so emails are received. Option D is incorrect because queue type (Public/Private) does not affect case creation from email; it's the routing that matters.

Answer

The outgoing email settings are misconfigured

Answer

The queue's email address does not match the configured mailbox

Answer

The queue is not of type 'Public'

Question 15

An organization uses Dynamics 365 Customer Service and wants to provide self-service options for customers to track their open cases and update their contact information. Which portal solution should they use?

Accepted Answer

Power Pages (formerly Power Apps portals). Power Apps portals (now Power Pages) allow creation of customer-facing portals integrated with Dynamics 365, enabling case tracking and profile updates. Option A is incorrect because Microsoft Copilot Studio is for building custom copilots. Option C is incorrect because Omnichannel is for live interactions. Option D is incorrect because Customer Service workspace is an agent app.

Answer

Microsoft Copilot Studio

Answer

Omnichannel for Customer Service

Answer

Customer Service workspace