MB-910 Describe Dynamics 365 Customer Service — Timed 10 Questions

Question 1

A company uses Dynamics 365 Customer Service. Managers complain that the 'Resolved Cases' dashboard shows incorrect numbers. Upon investigation, you notice that some cases resolved by agents are still appearing as 'In Progress'. What is the most likely cause?

10 minute time limit — choose an answer to begin.

Accepted Answer

The case resolution is being saved but not activated. In Dynamics 365 Customer Service, a case is resolved by running the 'Resolve Case' process, which creates a case resolution activity and changes the status to 'Resolved'. However, if the case resolution activity is saved but not activated (i.e., the user clicks 'Save' instead of 'Activate' or the workflow fails to complete), the case remains in 'In Progress' status. This is the most likely cause because the dashboard counts only cases with a status of 'Resolved', and without activation, the status change is not committed.

Answer

The case is linked to an expired SLA

Answer

The case is in a queue with a routing rule set

Answer

The case resolution activity is not being created

Question 2

A support manager wants to configure automatic email replies when a new case is created. Which TWO components must be set up?

Accepted Answer

Email template. Option C (Email template) is correct because an automatic reply requires a predefined email template that supplies the subject and body content sent to the customer when a case is created. Option E (Automatic record creation and update rule) is correct because in Dynamics 365 Customer Service this rule is the mechanism that triggers on case creation and sends the email using that template. Option A (Queue) is incorrect because queues route and hold work items; they do not generate automatic email replies. Option B (Email signature) is incorrect because a signature only appends sender details and cannot by itself trigger or compose an automatic reply. Option D (SLA KPIs) is incorrect because KPIs measure service-level performance and have no role in sending automatic email responses.

Answer

Queue

Answer

Email signature

Answer

SLA KPIs

Question 3

A customer service manager wants to automatically suggest relevant knowledge base articles to agents when they are working on a case. What feature should be configured?

Accepted Answer

Configure Knowledge Base Search with relevant keywords. Configuring Knowledge Base Search with relevant keywords enables the automatic suggestion of knowledge articles to agents while they work on a case. This feature uses keyword matching and relevance scoring to surface articles from the knowledge base directly within the case form, reducing resolution time.

Answer

Set up Omnichannel for Customer Service

Answer

Enable Customer Service Insights

Answer

Enable Case Resolution process

Question 4

Refer to the exhibit. A Dynamics 365 Customer Service administrator configures a routing rule set as shown. A case is created from the Web channel with priority set to High (prioritycode=1). Which queue will the case be routed to?

Accepted Answer

B2C-Web-Queue. The routing rule set is evaluated sequentially from top to bottom. The first rule matches the case's channel (Web) and routes it to B2C-Web-Queue. Since the rule set does not continue evaluation after a match, the case is routed only to B2C-Web-Queue, regardless of its priority.

Answer

Both B2C-Web-Queue and High-Priority-Queue

Answer

General-Queue

Answer

High-Priority-Queue

Question 5

Drag and drop the steps to set up a customer service queue in Dynamics 365 Customer Service Hub into the correct order.

Accepted Answer

Create the queue, Specify the queue type, Add members to the queue, Activate the queue. Setting up a queue involves creating it, specifying type, adding members, and activating.

Answer

Specify the queue type, Create the queue, Add members to the queue, Activate the queue

Answer

Create the queue, Add members to the queue, Specify the queue type, Activate the queue

Answer

Create the queue, Specify the queue type, Activate the queue, Add members to the queue

Question 6

Drag and drop the steps to configure role-based security in Dynamics 365 into the correct order.

Accepted Answer

Create or copy a security role, then set privileges, then assign to users.. Security role configuration includes creating or copying, setting privileges, and assigning to users.

Answer

Create or copy a security role, then assign to users, then set privileges.

Answer

Set privileges, then create or copy a security role, then assign to users.

Answer

Assign to users, then create or copy a security role, then set privileges.

Question 7

A company uses Dynamics 365 Customer Service and wants to automatically escalate high-priority cases that have not been updated in 48 hours. What should the administrator configure?

Accepted Answer

Workflow. The correct option is B, Workflow. In Dynamics 365 Customer Service, a workflow (specifically a background or real-time workflow) can be configured to trigger based on conditions such as case priority and the last modified date, and then perform actions like escalating the case after 48 hours without an update. This matches the requirement to automatically escalate high-priority cases that have not been updated in 48 hours. Option A, Queue, is only a routing and assignment container and does not enforce time-based escalation logic. Option C, SLA KPIs, tracks and alerts on service level agreements but does not automatically escalate cases based on inactivity. Option D, Power BI dashboard, is a reporting tool and cannot trigger automatic case escalation.

Answer

Queue

Answer

Service Level Agreement (SLA) KPIs

Answer

Power BI dashboard

Question 8

A Dynamics 365 Customer Service organization wants to use AI to suggest similar cases to an agent when they are working on a new case. Which feature should be enabled?

Accepted Answer

Similar Case Suggestions. Similar Case Suggestions uses AI to recommend existing cases. Option A is wrong because Relationship Analytics is for relationship insights, not similar case suggestions. Option C is wrong because Auto Capture logs activities. Option D is wrong because Copilot is a broader AI assistant, not specifically for suggesting similar cases.

Answer

Relationship Analytics

Answer

Auto Capture

Answer

Copilot

Question 9

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 is an out-of-the-box Power BI dashboard included with Dynamics 365 Customer Service that provides real-time insights into key performance indicators such as average handle time (AHT), customer satisfaction (CSAT), and agent performance. It is designed for customer service managers to monitor operational metrics in real time.

Answer

Power BI Service Analytics dashboard

Answer

Omnichannel Historical Analytics

Answer

SLA Details dashboard

Question 10

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