MB-910 Describe Dynamics 365 Customer Service Practice Test 5 — 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?

Accepted Answer

12:30 PM. Option B is correct. The failure time is 150 minutes after creation. Since the case is created within business hours (10:00 AM), the SLA timer starts immediately. 150 minutes from 10:00 AM is 12:30 PM. Option A is wrong because 90 minutes is warning, not failure. Option C and D are wrong because the timer does not pause outside business hours unless configured; the exhibit does not show pause settings.

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.. Option C is correct. When no agent meets the requirement for a queue, the case remains in the queue until an eligible agent becomes available. Option A is wrong because the queue is assigned, not unassigned. Option B is wrong because the case is not escalated automatically. Option D is wrong because the case stays in the queue, not assigned to a default agent.

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 agent searches for 'password reset' in the knowledge base. Which of the following is most likely to be the top result based on the exhibit?

Accepted Answer

Password Reset Steps. Option A is correct. The article 'Password Reset Steps' has matching keywords and a high rating of 4.5, making it likely the top result. Options B, C, and D are less likely because they do not match the keywords as closely or have lower ratings.

Answer

Technical Support FAQ

Answer

Billing Inquiry Process

Answer

Account Creation Guide

Question 4

A customer service agent needs to quickly access a customer's previous support tickets, order history, and live chat transcripts without switching between applications. Which feature should the administrator enable?

Accepted Answer

Enable Customer Service workspace. The Customer Service workspace provides a unified agent experience with all relevant customer data in one interface. Copilot is an AI assistant, not a unified interface. Omnichannel for Customer Service handles multiple communication channels but doesn't aggregate all history. Power Automate is for automation.

Answer

Enable Omnichannel for Customer Service

Answer

Enable Copilot for Service

Answer

Enable Power Automate flows

Question 5

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 rules in Dynamics 365 Customer Service can automatically categorize and route cases based on conditions like keywords. Queues are containers, not automatic categorization. Unified Routing is for omnichannel scenarios. Copilot is for AI assistance, not routing.

Answer

Create queues for each category

Answer

Use Copilot to read emails

Answer

Enable Unified Routing

Question 6

A company uses Dynamics 365 Customer Service and wants to implement a knowledge base that suggests relevant articles to agents while they are typing a case resolution. Copilot is enabled. What is the most efficient way to achieve this?

Accepted Answer

Enable Copilot and configure knowledge article suggestions. Copilot can suggest knowledge articles in real-time as agents work on cases. Manually searching or tagging is less efficient. Automated suggestions via Copilot provide immediate, relevant articles without extra steps.

Answer

Tag all articles with categories and use queue rules

Answer

Manually train agents to search knowledge base before resolving cases

Answer

Create a Power Automate flow to attach relevant articles

Question 7

A customer service manager wants to monitor real-time metrics such as average handle time and customer satisfaction scores for their team. Which dashboard should they use?

Accepted Answer

Omnichannel real-time analytics dashboard. Customer Service historical analytics provides historical metrics, not real-time. Omnichannel real-time analytics shows live metrics for agents handling conversations. Power BI reports can be customized but require extra setup. The Customer Service workspace is for agents, not managers.

Answer

Customer Service workspace dashboard

Answer

Power BI embedded reports

Answer

Customer Service historical analytics dashboard

Question 8

An organization uses Omnichannel for Customer Service and wants to ensure that when a customer sends a message on Facebook, the system automatically creates a conversation and routes it to the appropriate queue. What must be configured?

Accepted Answer

Configure a Facebook channel in Omnichannel. To receive Facebook messages, you must configure a Facebook channel in Omnichannel. Social Engagement is a separate product for monitoring, not routing. Power Virtual Agents is for chatbots. Unified Routing works once the channel is set up.

Answer

Create a Power Virtual Agents bot

Answer

Set up Unified Routing rules

Answer

Enable Microsoft Social Engagement

Question 9

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 10

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. Timeline shows activities and notes related to a record. Copilot can provide insights but not all details. Quick View forms display related record information in a read-only format. Queues show lists of items.

Answer

Queues

Answer

Timeline

Answer

Copilot

Question 11

An organization wants to use AI to automatically summarize customer interactions and suggest next steps for agents. Which feature should they enable?

Accepted Answer

Copilot for Service. Copilot for Service provides AI-powered summaries and suggestions. Omnichannel offers multiple channels but not AI summaries. Unified Routing routes conversations. Power Automate automates workflows.

Answer

Unified Routing

Answer

Omnichannel for Customer Service

Answer

Power Automate

Question 12

A company has a high volume of repetitive support requests that can be resolved with a simple password reset or account unlock. They want to reduce agent workload while maintaining customer satisfaction. What is the best approach?

Accepted Answer

Deploy a Power Virtual Agents chatbot. A Power Virtual Agents chatbot can handle common issues like password resets, freeing agents. Creating a knowledge base alone doesn't automate resolution. Copilot can assist agents but doesn't handle customers directly. Adding more agents increases cost.

Answer

Create a knowledge base article for password reset

Answer

Enable Copilot for agents to assist with answers

Answer

Hire more agents to handle the volume

Question 13

Which TWO are benefits of using Customer Service workspace?

Accepted Answer

Agents can work on multiple cases simultaneously using multiple sessions and tabs. Customer Service workspace provides a unified interface with multiple sessions and application tabs, and integrates knowledge articles for agent efficiency. It does not automate case creation from emails (that's Email-to-Case) and is not a self-service portal.

Answer

Provides a self-service portal for customers

Answer

Customers can create cases directly from the portal

Answer

Automatically creates cases from incoming emails

Question 14

Which THREE are capabilities of Omnichannel for Customer Service?

Accepted Answer

Integration with Power Virtual Agents for chatbots. Omnichannel provides real-time analytics, supports channels like chat and SMS, and can be integrated with Power Virtual Agents for chatbots. It does not include customer portal (that's Power Apps portals) and is not a knowledge base feature.

Answer

Knowledge base article management

Answer

Customer self-service portal

Question 15

Which TWO are examples of Copilot capabilities in Dynamics 365 Customer Service?

Accepted Answer

Suggesting relevant knowledge articles to agents. Copilot can summarize conversations and suggest knowledge articles. Creating cases automatically from emails is Email-to-Case. Routing to queues is done by routing rules. Real-time dashboards are analytics features.

Answer

Providing real-time agent performance dashboards

Answer

Automatically creating cases from emails

Answer

Routing conversations to appropriate queues

MB-910 Describe Dynamics 365 Customer Service Practice Test 5 — 15 Questions

Exhibit

MB-910 Describe Dynamics 365 Customer Service Practice Test 5 — 15 Questions

Exhibit