MB-910 Describe Dynamics 365 Customer Service Practice Test 7 — 15 Questions

Question 1

You are a customer service manager at Contoso. You need to define the support terms that specify how many cases a customer can create and how quickly they must be resolved based on their support contract. What should you configure in Dynamics 365 Customer Service?

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

Accepted Answer

Entitlements. Entitlements are the correct configuration to define support terms, including the number of cases allowed and response/resolution times. They are tied to customers and can be associated with cases to enforce contractual agreements. SLAs track time but do not limit case creation, while queues and routing rules handle assignment, not support terms.

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Service Level Agreements (SLAs)

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Routing rules

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Queues

Question 2

You are configuring Dynamics 365 Customer Service for a company that wants to build a searchable library of troubleshooting articles and let agents link those articles to cases. Which TWO components should you configure to meet these requirements? (Choose two.)

Accepted Answer

Case-to-knowledge article association enabled on the case form. A searchable troubleshooting library is built from knowledge articles that are authored and then published through an approval workflow, which makes them visible and searchable to agents. Enabling the case-to-knowledge article association lets agents find and link those articles to the case they are working on, creating the traceable link between issue and resolution content that the company needs.

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Knowledge article templates and categories

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Unified routing rules with skill-based assignment

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Email templates with dynamic placeholders

Question 3

A customer service organization is configuring Dynamics 365 Customer Service. They want to ensure that agents can quickly find and use pre-approved responses and solutions when handling cases. Which two features should they implement? (Choose two.)

Accepted Answer

Knowledge articles. Knowledge articles and email templates are both designed to provide agents with pre-approved content. Knowledge articles offer detailed solutions that can be searched and inserted, while email templates provide standardized response text. Together, they enable agents to quickly find and use approved responses and solutions, improving consistency and reducing handle time.

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Unified routing

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Customer Voice surveys

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Timeline control

Question 4

A support agent at a software company is working on a case and needs to quickly view the customer's recent cases, entitlements, and recent interactions without leaving the case record. Which Dynamics 365 Customer Service feature provides this consolidated view on the case form?

Accepted Answer

Timeline control. The timeline control on the case form is the built-in component that surfaces a chronological, consolidated stream of activities and interactions for the record. By using it, the agent can review recent emails, calls, appointments, and notes related to the customer and case without leaving the case, which is exactly the consolidated view described.

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Knowledge search control

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Similar cases

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Customer Service Hub dashboard

Question 5

A customer service manager wants to provide agents with a knowledge base that suggests relevant articles while they are typing a response to a customer in a case. The suggestions should update in real time based on the text being entered. Which feature should the manager enable?

Accepted Answer

Knowledge article suggestions in the timeline. The feature that suggests knowledge articles in real time as an agent types is the knowledge article suggestions in the timeline. It uses natural language processing to analyze the text and present relevant articles. The other options either require manual search, are for specific channels, or are not dynamically triggered by typing.

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Knowledge search control in the Customer Service workspace

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Agent scripts with knowledge suggestions

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Smart assist in Omnichannel for Customer Service

Question 6

You are a customer service manager at Adventure Works. You need to ensure that when a case is escalated, the system automatically sends an email to the customer and creates a follow-up task for the support team. Which Dynamics 365 Customer Service feature should you use?

Accepted Answer

Rules. Rules are the correct feature because they automatically execute actions based on events or conditions, such as case escalation. They can send emails and create follow-up tasks without manual intervention. Business process flows are user-driven, workflows require manual or scheduled triggers, and Power Automate is less integrated for this specific case escalation scenario. Rules provide the needed automation within Customer Service.

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Power Automate flows

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Business process flows

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Workflows

Question 7

A customer service organization uses Dynamics 365 Customer Service. They want to ensure that when a customer replies to an email about an existing case, the reply is automatically associated with that case instead of creating a new one. The customer may reply from a different email address than the one originally used. What should they configure to achieve this?

Accepted Answer

Configure a tracking token that is inserted into the subject line of outgoing emails.. Using a tracking token in outgoing email subject lines is the standard method in Dynamics 365 Customer Service to ensure replies are associated with the correct case. The token uniquely identifies the case, so even if the customer replies from a different email address, the system can match the email to the existing case. Other options do not provide this reliable, unique association.

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Enable smart matching in the Email to Case settings.

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Create a workflow that checks if the sender's email address matches any contact and links the email to their most recent case.

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Set up a queue that automatically routes emails with 'RE:' in the subject to existing cases.

Question 8

A customer service manager is setting up unified routing in Dynamics 365 Customer Service to route cases to agents based on skills and capacity. Which two components must be configured to enable skill-based routing? (Choose two.)

Accepted Answer

Capacity profiles. To enable skill-based routing in unified routing, you must configure skills and capacity profiles. Skills define what an agent can do, and capacity profiles define how much work an agent can handle. These two components are used by the routing engine to match cases to agents. Entitlements, queues, and workstreams are related to routing but are not the specific components required for skill-based routing.

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Queues

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Workstreams

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Entitlements

Question 9

A customer service manager wants to use AI capabilities in Dynamics 365 Customer Service to improve agent efficiency. They are considering the following features. Which two features are part of the AI-powered agent assistance capabilities? (Choose two.)

Accepted Answer

Sentiment analysis of customer messages. Case resolution prediction and sentiment analysis are both AI-driven features that assist agents by providing predictive insights and emotional context. Case resolution prediction uses historical data to suggest resolutions, while sentiment analysis detects customer mood from messages. The other options are either rule-based automation or standard search, not AI-powered assistance.

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Automatic case creation from email

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Skill-based routing

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Knowledge article search with keywords

Question 10

A customer service manager wants to automatically categorize incoming cases based on keywords in the subject line. Which feature should they use?

Accepted Answer

Define a routing rule set. Routing rule sets in Dynamics 365 Customer Service allow you to define conditions based on case attributes, such as keywords in the subject line, to automatically categorize and route incoming cases to the appropriate queue or agent. This feature uses rule-based logic to evaluate case fields and trigger the correct categorization without manual intervention.

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Set up a queue

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Create a service-level agreement (SLA)

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Use the timeline wall

Question 11

A support agent needs to temporarily escalate a case to a senior engineer without reassigning ownership. The senior engineer should be able to view and collaborate on the case. What should the agent do?

Accepted Answer

Add the senior engineer as a case participant. Adding the senior engineer as a case participant in Dynamics 365 Customer Service allows them to view and collaborate on the case without transferring ownership. This maintains the original agent as the owner while granting the senior engineer access to contribute, which is the exact requirement for temporary escalation without reassignment.

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Route the case to a queue the senior engineer monitors

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Reassign the case to the senior engineer

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Create a child case and link it

Question 12

A customer contacts support about a recurring issue. The agent wants to quickly find if a knowledge article exists for this issue. Where should the agent look first?

Accepted Answer

Use the knowledge base search within the case form. The knowledge base search within the case form is the most direct and efficient way for an agent to find a relevant knowledge article while working on a case. In Dynamics 365 Customer Service, the knowledge base search control is embedded directly in the case form, allowing the agent to search for articles without leaving the case context. This integration uses the same search index as the main knowledge base, ensuring the agent sees the most current and relevant articles for the issue.

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Check the case timeline for notes

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Review the customer's chat transcripts

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Look up the customer's account record

Question 13

An organization wants to give customers the ability to view their own support cases through a portal. Which Dynamics 365 Customer Service feature should be implemented?

Accepted Answer

Customer Service Portal. The Customer Service Portal (D) is the correct feature because it provides a self-service web interface where customers can view, create, and track their own support cases without agent intervention. This aligns directly with the requirement to give customers visibility into their cases through a portal, leveraging Dynamics 365's portal capabilities for external user access.

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Unified Service Desk

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Field Service Mobile App

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Dynamics 365 Marketing

Question 14

A company is implementing Dynamics 365 Customer Service. Which THREE features are available out-of-the-box to improve agent productivity?

Accepted Answer

Case management. Case management is a core out-of-the-box feature in Dynamics 365 Customer Service that enables agents to create, track, and resolve customer issues efficiently. It provides a structured workflow for handling cases, including automatic case creation from emails, case routing, and resolution tracking, which directly improves agent productivity by reducing manual effort and ensuring consistent handling.

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Omnichannel for Customer Service

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Automated machine learning

Question 15

A company uses Dynamics 365 Customer Service to manage support cases. They want to ensure that when a customer sends an email to the support address, a new case is automatically created from the email. Which feature should be configured?

Accepted Answer

Configure Email-to-Case automation. Dynamics 365 Customer Service includes an Email-to-Case feature that automatically creates a new case record from an incoming email sent to a configured support mailbox. This feature parses the email content, maps it to case fields, and can optionally use advanced rules for classification and routing, eliminating manual case creation.

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Define a Service Level Agreement (SLA) for email responses

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Convert incoming emails to activities

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Set up a queue for email