MB-910 Describe Dynamics 365 Customer Service Practice Test 8 — 15 Questions

Question 1

A customer service agent needs to escalate a complex case to a subject matter expert (SME) in another department. What is the recommended way to transfer the case?

Accepted Answer

Use the Assign button to reassign the case to the SME or their queue. Using the 'Assign' action on the case record allows transferring ownership to another user or queue, which is the recommended method for escalation. Option B is incorrect because emailing the SME is informal, not tracked, and lacks proper audit trail. Option C is incorrect because deleting and recreating the case is inefficient and results in data loss. Option D is incorrect because attaching a knowledge article is for providing reference, not for transferring the case.

Answer

Email the SME the case details

Answer

Delete the case and ask the SME to create a new one

Answer

Attach a knowledge article to the case for the SME

Question 2

An administrator needs to configure a service-level agreement (SLA) that automatically escalates a case if it is not resolved within 4 hours of creation. What should they create?

Accepted Answer

An SLA KPI instance with a failure action to escalate. An SLA KPI (Key Performance Indicator) instance tracks metrics like resolution time. By configuring a failure action on the KPI, the system can automatically escalate the case when the KPI fails (e.g., not resolved within 4 hours). This is the correct time-based escalation mechanism. Option A is incorrect because a routing rule set determines initial assignment, not escalation. Option C is incorrect because a queue with high-priority routing affects assignment priority but does not trigger escalation after a delay. Option D is incorrect because classic workflows are legacy and less integrated with SLA management; SLA KPIs provide native escalation actions.

Answer

A routing rule set with a condition on case age

Answer

A queue with a high-priority routing rule

Answer

A classic workflow with a wait condition

Question 3

A company uses Dynamics 365 Customer Service and wants to provide customers with a self-service portal where they can chat with a virtual agent that can create cases and schedule callbacks. Which combination of products should they use?

Accepted Answer

Power Pages and Microsoft Copilot Studio. Power Pages provides the self-service portal, and Microsoft Copilot Studio (formerly Power Virtual Agents) provides the virtual agent that can create cases and schedule callbacks via Power Automate. Option B is incorrect because Dynamics 365 Sales is unrelated to customer service portals and virtual agents. Option C is incorrect because Customer Service workspace is an agent-facing application, not a self-service portal. Option D is incorrect because Omnichannel for Customer Service is for live agent interactions, not virtual agents.

Answer

Dynamics 365 Sales and Power Automate

Answer

Customer Service workspace and Power Automate

Answer

Power Pages and Omnichannel for Customer Service

Question 4

A customer service supervisor wants to monitor real-time metrics such as average handle time and number of active sessions for their team. Which dashboard should they use?

Accepted Answer

Customer Service workspace supervisor dashboard. The Customer Service workspace supervisor dashboard, which provides real-time metrics like average handle time and active sessions. Option A is incorrect because Customer Service Insights is a historical analytics tool, not real-time. Option B is incorrect because a Power BI report embedded in Dynamics 365 requires custom development and is not a built-in real-time dashboard. Option C is incorrect because the Omnichannel real-time analytics dashboard focuses on channel-specific metrics rather than the comprehensive supervisor view.

Answer

Customer Service Insights dashboard

Answer

Power BI report embedded in Dynamics 365

Answer

Omnichannel real-time analytics dashboard

Question 5

Which TWO actions can be performed using Copilot for Service in Dynamics 365 Customer Service?

Accepted Answer

Draft an email reply to a customer. Options A and E are correct. Copilot for Service can summarize a case history and draft email replies to customers. Option C is incorrect because creating a new SLA KPI instance is not a Copilot capability; it is a manual or automation workflow task. The other options (B and D) are also not supported by Copilot for Service.

Answer

Automatically update case status based on sentiment

Answer

Create a new SLA KPI instance

Answer

Run a Power BI report

Question 6

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

Accepted Answer

Queues. Options A, B, and D are correct. Workstreams, queues, and chat channels are core components of Omnichannel for Customer Service.

Answer

Knowledge articles

Answer

SLA KPIs

Question 7

Which TWO benefits does the Customer Service Insights dashboard provide?

Accepted Answer

Topic clustering to identify common issues. Options D and E are correct. Customer Service Insights dashboard provides topic clustering to identify common issues and historical trend analysis of case volumes. It does not offer direct creation of knowledge articles from cases, real-time agent monitoring, or live chat with customers.

Answer

Direct creation of knowledge articles from cases

Answer

Real-time agent monitoring

Answer

Live chat with customers

Question 8

Which THREE configurations are required to enable email-to-case creation in Dynamics 365 Customer Service?

Accepted Answer

Create a queue and set its email address. Options B, C, and D are correct. A mailbox, a queue with email, and a routing rule set are the core components for email-to-case. Copilot and third-party connectors are not required.

Answer

Enable Copilot for Service

Answer

Install a third-party email connector

Question 9

Which TWO features help agents maintain context when moving between cases?

Accepted Answer

Session management. Options A and B are correct. Session management and application tab templates help agents keep context across cases.

Answer

Automatic case closure

Answer

Customer Service Insights

Answer

Power Automate flows

Question 10

Which THREE scenarios can be addressed using Power Automate in Customer Service?

Accepted Answer

Escalate a case if it is not updated in 24 hours. Options C, D, and E are correct. Power Automate can escalate cases based on time thresholds (C), automatically send satisfaction surveys after case resolution (D), and create knowledge articles from case resolutions (E). Option A (updating case status when an email is received) is typically handled by email-to-case rules or routing rules, not Power Automate. Option B (configuring an SLA KPI) is done natively in SLA settings within Dynamics 365 and not through Power Automate.

Answer

Update the case status when an email is received

Answer

Configure an SLA KPI

Question 11

A customer service manager wants to automatically assign cases to the appropriate queue based on the customer's support tier (Gold, Silver, Bronze). Which Dynamics 365 Customer Service feature should be configured?

Accepted Answer

Set up Routing Rule Sets. Routing Rule Sets allow automatic assignment of cases to queues based on conditions such as the customer's support tier (Gold, Silver, Bronze). This feature enables the manager to define rules that evaluate case attributes and route them to the appropriate queue without manual intervention. Option A is incorrect because Service Level Agreements (SLAs) define response and resolution time targets, not routing logic. Option C is incorrect because simply creating separate queues does not provide automatic routing; rules are needed to direct cases into those queues. Option D is incorrect because Unified Routing is a more advanced feature that may involve additional licensing and complexity, while Routing Rule Sets are the standard, straightforward solution for this scenario.

Answer

Configure Service Level Agreements (SLAs)

Answer

Create separate queues for each tier

Answer

Enable Unified Routing

Question 12

A support team is using Dynamics 365 Customer Service to manage cases. They notice that when a customer replies to an email, a new case is created instead of updating the existing one. What is the most likely cause?

Accepted Answer

The queue's 'Update existing case based on email subject' setting is disabled. The Email-to-Case queue's advanced settings need to have 'Update existing case based on email subject' enabled to automatically associate replies with existing cases. Option A is wrong because the conversion rule controls how emails become cases, but not the specific update behavior. Option C is wrong because email templates are for outgoing emails. Option D is wrong because the entitlement defines support coverage, not case updates.

Answer

The customer's entitlement is expired

Answer

The email-to-case conversion rule is misconfigured

Answer

The email template is not set to link to the case

Question 13

A company wants to provide self-service options for customers to find answers to common issues without contacting support. Which Dynamics 365 Customer Service component should be implemented?

Accepted Answer

Knowledge Base within Customer Service Hub. Customer Service Hub includes a Knowledge Base that allows customers to search articles. Option B is wrong because Service Scheduling is for booking appointments. Option C is wrong because Connected Customer Service is for IoT scenarios. Option D is wrong because Customer Service Insights provides analytics, not self-service.

Answer

Service Scheduling

Answer

Connected Customer Service

Answer

Customer Service Insights

Question 14

A Dynamics 365 Customer Service administrator needs to ensure that when a case is escalated, a notification is sent to the manager of the assigned agent. What is the recommended approach?

Accepted Answer

Create a Power Automate flow triggered by case escalation. Power Automate can create a flow triggered by case escalation to send an email to the manager. Option A is wrong because the timeline is for tracking activities, not sending notifications. Option B is wrong because SLA actions are limited to SLA timer events, not case escalation. Option D is wrong because while classic workflows could be used, Power Automate is the modern recommended approach for such automation.

Answer

Use the timeline to manually notify

Answer

Configure an SLA action to send email

Answer

Create a custom workflow in classic workflow

Question 15

A customer service representative needs to see a 360-degree view of a customer including their cases, entitlements, and recent interactions. Which entity should be used as the primary record?

Accepted Answer

Contact. The Contact record provides a comprehensive view of the customer's interactions, cases, and entitlements. Option B is wrong because the Account record is for organizations, but the question refers to an individual customer. Option C is wrong because the Case record is a specific issue, not a customer view. Option D is wrong because the Queue record is for grouping cases.

Answer

Account

Answer

Case

Answer

Queue