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

Question 1

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?

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

Accepted Answer

Knowledge Base Search control. The Knowledge Base Search control embeds search results within the case form, allowing agents to view relevant articles without leaving the case. Option A is wrong because Service Scheduling manages resource scheduling for service activities, not article search. Option C is wrong because Customer Service Insights is an analytics tool that provides insights and reports, not inline article search. Option D is wrong because Omnichannel for Customer Service handles multiple communication channels (chat, SMS, etc.) and does not directly provide knowledge article search within the case form.

Answer

Service Scheduling

Answer

Customer Service Insights

Answer

Omnichannel for Customer Service

Question 2

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. The Customer Service Operational Dashboard provides real-time KPIs such as average handle time and customer satisfaction. Option A (Power BI Service Analytics) is more advanced and not an out-of-the-box dashboard. Option B (Omnichannel Historical Analytics) focuses on historical data. Option D (SLA Details) focuses on SLA performance metrics.

Answer

Power BI Service Analytics dashboard

Answer

Omnichannel Historical Analytics

Answer

SLA Details dashboard

Question 3

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

Answer

Transfer the conversation

Answer

Share the case with the user

Answer

Route the case

Question 4

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. The Customer Service portal is a purpose-built self-service portal for Dynamics 365 Customer Service, allowing customers to submit cases, track progress, and access knowledge articles. Option A is wrong because Power Pages is a general-purpose portal builder, not specific to customer service. Option C is wrong because Microsoft Copilot Studio is used for building chatbots and conversational AI, not a self-service portal. Option D is wrong because Omnichannel for Customer Service is for live agent interactions across channels, not self-service.

Answer

Power Pages

Answer

Microsoft Copilot Studio

Answer

Omnichannel for Customer Service

Question 5

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 6

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. (Copilot) is correct because Copilot can automatically suggest relevant knowledge articles to customers in real-time during a chat conversation. Option B (Smart Assist) is incorrect because it suggests articles to agents, not customers. Option C (Case Resolution) is incorrect because it is a process for closing cases. Option D (Knowledge Base Search control) is incorrect because it is for agents to search knowledge base.

Answer

Smart Assist

Answer

Case Resolution

Answer

Knowledge Base Search control

Question 7

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. 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 8

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 9

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 10

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

Question 11

Refer to the exhibit. An administrator creates an Enhanced SLA with the above configuration. A case is created on Monday at 9:00 AM during business hours. Business hours are 9 AM to 5 PM, Monday to Friday. At what time will the 'First Response' SLA first trigger a warning?

Accepted Answer

Monday at 1:00 PM. The Enhanced SLA has a warning time of 4 business hours. The case is created on Monday at 9:00 AM during business hours (9 AM to 5 PM). Adding 4 business hours: 9 AM to 12 PM is 3 hours, then 12 PM to 1 PM is the break, so the next business hour is 1 PM to 2 PM. After 1 hour, the total is 4 business hours, reaching Monday at 1:00 PM. Therefore, option C (Monday at 1:00 PM) is correct. Options A and B incorrectly use calendar hours or days, and option D incorrectly refers to calendar hours.

Answer

Tuesday at 9:00 AM

Answer

Wednesday at 9:00 AM

Answer

Monday at 1:00 PM (calendar hours)

Question 12

Refer to the exhibit. An administrator creates a queue with the above JSON configuration. What is the purpose of setting 'incomingEmailDeliveryMethod' to 2?

Accepted Answer

Use server-side synchronization. A value of 2 indicates server-side synchronization. Option A is wrong because a value of 3 indicates forwarding email to another queue. Option C is wrong because a value of 0 indicates no incoming email (disabled). Option D is wrong because a value of 1 indicates Email Router (deprecated).

Answer

Forward email to another queue

Answer

Disable incoming email

Answer

Use the Email Router

Question 13

Refer to the exhibit. A case has a 24-hour resolution SLA using the 'Extended Hours' business hours. The case is created on Friday at 4:00 PM. What is the deadline for resolution?

Accepted Answer

Tuesday at 6:00 PM. The case is created on Friday at 4:00 PM. Using 'Extended Hours' business hours (assumed 8 AM–8 PM weekdays), the remaining business hours on Friday are 2 hours (4–6 PM). Then Monday has 12 hours (8 AM–8 PM), totaling 14 hours. Tuesday needs 10 more hours (from 8 AM to 6 PM) to reach 24 business hours, resulting in a deadline of Tuesday at 6:00 PM. Option A (Tuesday 8 AM) miscalculates the hours. Option B (Monday 4 PM) is based on calendar days, ignoring business hours. Option D (Saturday 4 PM) ignores business hours and weekends.

Answer

Tuesday at 8:00 AM

Answer

Monday at 4:00 PM

Answer

Saturday at 4:00 PM

Question 14

A customer service agent needs to quickly access knowledge articles while working on a case. Which feature allows the agent to view relevant articles without leaving the case form?

Accepted Answer

Knowledge Base Search control. (Service Schedule) is used for scheduling service activities, not for knowledge articles. Option B (Copilot pane) provides AI-powered suggestions but does not directly enable article search. Option C (Knowledge Base Search control) allows agents to search and view articles directly from the case form. Option D (Timeline control) displays activities and notes, not knowledge base articles.

Answer

Service Schedule

Answer

Copilot pane

Answer

Timeline control

Question 15

Your organization is implementing Dynamics 365 Customer Service and wants to automatically suggest solutions to customers based on the case subject. Which AI feature should you configure?

Accepted Answer

Case Suggestions. Case Suggestions uses AI to recommend similar resolved cases and knowledge articles based on the case subject, enabling agents to quickly find solutions for customers. Option A is incorrect because Sentiment Prediction analyzes customer feelings, not suggests solutions. Option B is incorrect because Intelligent Lead Scoring is a sales feature for prioritizing leads. Option D is incorrect because Article Suggestions suggests knowledge articles to agents, but this question specifically describes suggesting solutions automatically based on the case subject, which aligns with Case Suggestions.

Answer

Sentiment Prediction

Answer

Intelligent Lead Scoring

Answer

Article Suggestions