MB-910 Describe Dynamics 365 Customer Service Practice Test 6 — 15 Questions

Question 1

Your organization uses Dynamics 365 Customer Service and wants to automatically classify incoming emails from customers into cases and prioritize them based on sentiment analysis. Which AI feature should you enable?

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

Accepted Answer

AI suggestions for case classification and sentiment analysis. Dynamics 365 Customer Service includes AI suggestions that automatically classify incoming emails into cases and analyze sentiment to prioritize them. This feature uses natural language processing to detect intent, topic, and emotional tone, enabling automatic case creation and routing based on sentiment. It is the specific AI capability designed for email classification and sentiment analysis in Customer Service.

Answer

Copilot for Service

Answer

Customer Service Insights

Answer

Omnichannel intelligent routing

Question 2

You are a Dynamics 365 Customer Service administrator for a financial services company. The company uses Omnichannel for Customer Service to handle customer inquiries via chat and phone. The compliance team requires that all customer interactions are recorded and stored for auditing purposes, including chat transcripts and phone call recordings. Additionally, the recordings must be retained for at least seven years. The company uses Microsoft Purview for compliance and data governance. You need to configure the system to meet these requirements. Which action should you take?

Accepted Answer

Enable recording and retention policies in Microsoft Purview and integrate with Dynamics 365 Customer Service.. Microsoft Purview provides the retention and records-management capabilities that satisfy a seven-year regulatory retention requirement, and it integrates natively with Dynamics 365 Customer Service to capture chat transcripts and call recordings. Enabling recording plus a Purview retention policy is the compliant, auditable, out-of-the-box approach. Custom storage or reporting tools do not provide the legal-hold and audit guarantees the compliance team requires.

Answer

Use Customer Service Insights to export reports of interactions and store them in a SharePoint document library.

Answer

Store call recordings in Azure Blob Storage and implement a custom retention policy using Power Automate.

Answer

Configure Copilot for Service to log all interactions and store them in a custom database.

Question 3

A customer service manager wants to automatically categorize incoming support emails based on keywords and route them to the appropriate queue. Which feature in Dynamics 365 Customer Service should they use?

Accepted Answer

Set up Routing Rules with keyword conditions. Routing Rules with keyword conditions allow automatic categorization and routing of incoming support emails to appropriate queues. Option A is wrong because Omnichannel for Customer Service is a feature for real-time channels like chat and SMS, not for email routing. Option B is wrong because Service Level Agreements (SLAs) focus on response and resolution times, not on categorization or routing. Option D is wrong because creating separate queues alone does not automatically categorize emails; routing rules are needed to assign items to queues based on conditions.

Answer

Enable Omnichannel for Customer Service

Answer

Define Service Level Agreements (SLAs)

Answer

Create separate queues for each category

Question 4

A customer service team uses Dynamics 365 Customer Service. They want to use AI to analyze customer sentiment during chat conversations and provide real-time suggestions to agents. Which feature should they enable?

Accepted Answer

Conversation Insights. Conversation Insights (part of Omnichannel for Customer Service) provides real-time sentiment analysis and suggestions during chat conversations. Option B is wrong because AI-suggested articles provide knowledge base recommendations, not sentiment analysis. Option C is wrong because Microsoft Copilot is a general AI assistant that helps with various tasks but is not specifically designed for real-time sentiment in chat. Option D is wrong because Customer Service Insights is a historical analytics tool, not a real-time feature.

Answer

AI-suggested articles

Answer

Microsoft Copilot

Answer

Customer Service Insights

Question 5

A company is implementing Dynamics 365 Customer Service. Which TWO are valid components of the Customer Service Hub?

Accepted Answer

Cases. In the Dynamics 365 Customer Service Hub, the core service entities exposed in the main navigation are Cases and Accounts, so options D and E are correct. Cases (option D) are the central entity for tracking customer issues, requests, and service interactions, and they appear as a primary tile in the Customer Service Hub's service management area. Accounts (option E) are the customer/company records that cases and other service activities are associated with, and they are included in the Hub's customer management area. Leads (option A), Opportunities (option B), and Invoices (option C) are sales-oriented entities that belong to Dynamics 365 Sales and the Sales Hub, not to the Customer Service Hub's standard component set.

Answer

Leads

Answer

Opportunities

Answer

Invoices

Question 6

A Dynamics 365 Customer Service administrator wants to improve agent productivity by automating repetitive tasks. Which THREE capabilities can be used?

Accepted Answer

Client-side scripts (JavaScript). Client-side JavaScript (A) is correct because it runs in the model-driven app form context and can automate repetitive UI tasks such as setting field values, showing/hiding controls, and validating data on load or on change. Power Automate flows (B) are correct because they can be triggered by Dataverse events (create/update/delete) or called from the app to perform background automation like creating records, sending notifications, and updating related entities without agent intervention. Macros (E) are correct because they record and replay a sequence of repetitive actions in the Customer Service app, letting agents execute multi-step operations with a single click. Service Level Agreements (C) are not automation of agent tasks; they define and track KPIs and escalation timing for cases. Knowledge Base (D) is a content repository for articles that agents search and link to cases, not a task-automation capability.

Answer

Service Level Agreements

Answer

Knowledge Base

Question 7

A company uses Dynamics 365 Customer Service and wants to ensure that premium customers get priority support. Which TWO configurations should they use?

Accepted Answer

Define entitlements for premium customers. Option A is correct because entitlements in Dynamics 365 Customer Service define the specific terms of support a customer is entitled to, such as the number of support cases, support channels, and the products or services covered, allowing the company to formally designate and enforce premium support terms for premium customers. Option B is correct because routing rules (used with unified routing or queue-based routing) evaluate case attributes and can direct cases originating from premium customers to a dedicated queue, ensuring those cases are handled by the appropriate support tier with priority. Option C is not correct because SLAs with shorter response times define service-level targets and KPIs but do not by themselves identify or prioritize premium customers; they must be paired with entitlement or routing logic to apply selectively. Option D is not correct because simply creating a separate queue for premium customers does not automatically route premium cases into it or enforce priority handling; routing rules are required to direct cases there. Option E is not correct because enabling Copilot provides AI assistance to agents and does not establish premium customer prioritization or support entitlements.

Answer

Set up SLAs with shorter response times

Answer

Create a separate queue for premium customers

Answer

Enable Copilot for premium customers

Question 8

Contoso Ltd. is a mid-sized manufacturing company that recently implemented Dynamics 365 Customer Service to handle support requests for their industrial equipment. They have three support tiers: Level 1 (basic troubleshooting), Level 2 (technical specialists), and Level 3 (engineering). Cases are created via email, phone, and a customer portal. Currently, all cases are manually assigned by a dispatcher, which causes delays. The company wants to automate case routing based on the following: 1) Cases submitted by email are automatically classified using keywords (e.g., 'hydraulic failure' goes to Level 2, 'billing' goes to Level 1). 2) Cases from the portal are automatically assigned to Level 1 if the customer's entitlement allows. 3) Urgent cases (priority 1) are always assigned to Level 3 regardless of category. They also want to use AI to suggest knowledge articles for cases. You are the Dynamics 365 Customer Service consultant. Which combination of features should you recommend?

Accepted Answer

Configure routing rules for email keywords, set up entitlements for portal cases, and enable AI-suggested articles. The requirements include keyword-based routing for email cases, entitlement-based assignment for portal cases, and priority-based routing to Level 3. Additionally, AI-suggested knowledge articles are needed. Configuring routing rules for email keywords, setting up entitlements for portal cases, and enabling AI-suggested articles directly address these needs. This combination leverages native Dynamics 365 Customer Service features without unnecessary complexity.

Answer

Enable Omnichannel for Customer Service, configure automatic case creation, and use Copilot

Answer

Create queues for each tier, assign cases manually via the dispatcher, and enable the knowledge base

Answer

Set up SLAs for each priority, create separate queues by category, and use Customer Service Insights for suggestions

Question 9

Northwind Traders is a global retail company with a Dynamics 365 Customer Service implementation. They have a team of 50 agents in three regions: North America (NA), Europe (EU), and Asia Pacific (APAC). Cases are created from email, chat, and phone. They want to implement a unified routing system that ensures: 1) Cases are assigned to the appropriate regional queue based on the customer's region. 2) Within a region, cases are distributed evenly among agents (round-robin). 3) Cases with priority 1 are assigned to senior agents, who are designated in each region. 4) Agents can handle cases from any region if they have capacity, but regional preference should apply. The system must also provide real-time insights into agent performance and case trends. You need to design the solution. What should you configure?

Accepted Answer

Configure Omnichannel for Customer Service with work distribution, skills, and conversation insights. Omnichannel for Customer Service provides unified routing with work distribution rules (round-robin, highest capacity, etc.), skills-based routing, and regional queue assignment, all of which map directly to the stated requirements. It also includes conversation insights and real-time dashboards for agent performance and case trends. This is the only option that natively supports all four routing requirements plus real-time analytics in a single configuration.

Answer

Set up routing rules based on region and priority, assign agents manually, and use Power BI

Answer

Define SLAs for each priority, create queues for each region, and use dashboards

Answer

Create regional queues, assign cases manually, and use Customer Service Insights for reporting

Question 10

Fabrikam Inc. is a software company that provides 24/7 support using Dynamics 365 Customer Service. They have a small team of 10 agents. Currently, support requests come via email only. They want to add live chat and phone support using Omnichannel for Customer Service. The requirements are: 1) Chat sessions should be automatically assigned to available agents. 2) Phone calls should be routed to agents who are currently free. 3) During off-hours, chat and phone should be redirected to a voicemail/email option. 4) Agents should be able to see customer history across channels. What is the minimal configuration needed?

Accepted Answer

Enable Omnichannel for Customer Service, configure workstreams for chat and voice, set up automatic case creation for off-hours messages. Enabling Omnichannel for Customer Service and configuring workstreams for chat and voice provides automatic assignment and routing based on agent availability. Workstreams define the routing rules, such as assigning chat sessions to available agents and routing phone calls to free agents. Automatic case creation for off-hours messages ensures that chats and calls outside business hours are captured as cases and can be followed up via email or voicemail, meeting the off-hours requirement. This configuration is minimal and uses native Omnichannel capabilities.

Answer

Create separate queues for chat and phone, assign agents manually, and use email for off-hours

Answer

Enable Omnichannel, configure workstreams for chat and voice, set up SLAs for response times

Answer

Implement a third-party chat and phone system, integrate via APIs, and use Power Automate

Question 11

Adventure Works Cycles is a bicycle manufacturer with a Dynamics 365 Customer Service implementation. They have a large knowledge base with thousands of articles. Currently, agents manually search for articles when handling cases, which takes time. They want to leverage AI to automatically suggest relevant articles based on the case subject and description. Additionally, they want to analyze customer sentiment from chat conversations to identify dissatisfied customers in real-time. The solution should also provide a dashboard for managers to see case resolution trends. Which features should be implemented?

Accepted Answer

Enable AI-suggested articles, Conversation Insights, and Customer Service Insights. AI-suggested articles automatically recommend relevant knowledge base articles based on case details, Conversation Insights provides real-time chat sentiment analysis to identify dissatisfied customers, and Customer Service Insights offers pre-built dashboards for monitoring case resolution trends. Option A is incorrect because automatic case creation does not address article suggestion or sentiment analysis. Option B is incorrect because Copilot is a general AI assistant, not specifically for article suggestions or sentiment analysis, and Power Automate does not natively provide sentiment analysis. Option C is incorrect because Knowledge Search requires manual effort, Omnichannel does not include sentiment analysis, and Excel lacks real-time dashboard capabilities.

Answer

Set up automatic case creation, use Copilot, and build custom dashboards

Answer

Enable Copilot for agents, set up chat sentiment analysis using Power Automate, and create Power BI dashboards

Answer

Enable Knowledge Search, configure Omnichannel, and use Excel for reporting

Question 12

A customer support manager wants to configure automatic email notifications when a case is escalated. Which TWO actions should they take?

Accepted Answer

Create a Power Automate flow triggered when a case is escalated.. Option A is correct because a Power Automate flow can be configured with a trigger such as 'When a case is escalated' (or a Dataverse trigger on the incident table filtered by escalation state) to send an email notification automatically when escalation occurs. Option D is correct because SLA settings in Dynamics 365 Customer Service include configurable actions, including sending email notifications when an SLA is violated or when escalation-related conditions are met, which directly supports automatic email alerts on escalation. Option B is incorrect because 'Send email on case creation' only triggers notifications at case creation, not at escalation. Option C is incorrect because a custom workflow that updates case status changes data but does not by itself send the required email notification. Option E is incorrect because routing rules only direct cases to queues and do not generate email notifications.

Answer

Enable the 'Send email on case creation' setting in Customer Service admin center.

Answer

Create a custom workflow to update the case status upon escalation.

Answer

Assign a routing rule to route escalated cases to a specific queue.

Question 13

A company is implementing Dynamics 365 Customer Service and wants to ensure agents can view the customer's past interactions across email, chat, and phone. Which THREE features should they enable?

Accepted Answer

Timeline. Option B (Timeline) is correct because the Timeline control on the Customer, Contact, and Case forms aggregates past activities, emails, appointments, phone calls, and notes into a single chronological view, letting agents see the customer's interaction history across channels. Option E (Omnichannel for Customer Service) is correct because it unifies email, live chat, and voice/phone conversations into a single agent workspace and records those interactions against the customer record, which is exactly what enables cross-channel visibility. Option D (Customer Service Insights) is correct because it provides AI-driven analytics and dashboards over customer service data, including interaction trends and channel performance, supporting the goal of understanding past interactions across email, chat, and phone. Option A (Copilot for Service) is not marked correct because it is an AI assistant that helps draft responses and surface knowledge, not the mechanism for consolidating and displaying historical interactions. Option C (Service Scheduling) is not marked correct because it manages resource and service appointment booking, which is unrelated to viewing past email, chat, and phone interactions.

Answer

Copilot for Service

Answer

Service Scheduling

Question 14

Fabrikam Inc. uses Dynamics 365 Customer Service and has a high volume of cases. They want to automate the resolution of common issues using AI and reduce agent workload. The support team has created a rich knowledge base with articles. Management wants to implement a solution that can automatically suggest relevant knowledge articles to customers while they are browsing the self-service portal, and also provide agents with similar article suggestions when they open a case. Additionally, they want the system to automatically generate draft responses to customer emails based on the knowledge base. You need to recommend a solution. What should you do?

Accepted Answer

Implement Copilot for Service to suggest knowledge articles and draft responses.. Copilot for Service in Dynamics 365 Customer Service is designed to leverage AI to suggest knowledge articles to both customers (on the self-service portal) and agents (when working on cases), and to generate draft responses to customer emails based on the knowledge base. This directly meets all the requirements: suggesting articles to customers, suggesting articles to agents, and drafting email responses.

Answer

Enable Customer Service Insights to analyze article usage and recommend improvements.

Answer

Use Omnichannel for Customer Service to route cases to specialized agents.

Answer

Configure Power Automate to send knowledge articles based on keywords in email.

Question 15

Northwind Traders uses Dynamics 365 Customer Service and is experiencing long case resolution times. Management wants to identify bottlenecks in the case resolution process and improve overall efficiency. They want to analyze historical case data to find patterns, such as which queues have the longest resolution times, which agents are most productive, and which knowledge articles are most effective. They also want to share these insights with team leads through visual dashboards. You need to recommend a solution. What should you do?

Accepted Answer

Enable Customer Service Insights and create dashboards for team leads.. Customer Service Insights (now part of Dynamics 365 Customer Service analytics) is purpose-built to analyze historical case data, surface KPIs like resolution times and queue performance, and provide visual dashboards that can be shared with team leads. It directly addresses the requirement to identify bottlenecks and share insights via dashboards.

Answer

Create a custom Power Apps canvas app to track case metrics.

Answer

Configure Copilot for Service to generate weekly performance summaries.

Answer

Use Power Automate to send weekly case summaries to managers.