MB-910 Describe Dynamics 365 Customer Service — Timed 15 Questions

Question 1

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 2

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. Option C is correct because 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 3

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?

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.

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The case is linked to an expired SLA

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The case is in a queue with a routing rule set

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The case resolution activity is not being created

Question 4

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 5

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 6

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 is correct because an email template defines the content and formatting of the automatic reply sent when a case is created. Option E is correct because an automatic record creation and update rule triggers the email action based on incoming email activity, enabling the system to send the predefined template automatically.

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Queue

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Email signature

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SLA KPIs

Question 7

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 8

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. Option C is correct because 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.

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Set up Omnichannel for Customer Service

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Enable Customer Service Insights

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Enable Case Resolution process

Question 9

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. Option D is correct because 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

Question 10

Which THREE of the following are capabilities of Dynamics 365 Customer Service?

Accepted Answer

Knowledge base management. Knowledge base management is a core capability of Dynamics 365 Customer Service because it allows agents to create, manage, and search for articles containing resolutions, troubleshooting steps, and product information. This feature integrates directly with the case resolution process, enabling agents to attach knowledge articles to cases and automatically suggest relevant articles based on case context, which improves first-call resolution rates.

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Financial management and accounting

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Inventory and warehouse management

Question 11

You are a customer service administrator for a mid-sized company using Dynamics 365 Customer Service. The support team has been receiving a high volume of cases related to password resets, account unlock requests, and other common IT issues. These cases are taking up significant time for your tier-1 agents, causing longer wait times for more complex issues. Management wants to reduce the workload on agents while maintaining customer satisfaction. You need to implement a solution that allows customers to resolve these common issues themselves without contacting an agent. The solution should be easy to set up and maintain, and should integrate with the existing case management system. What should you do?

Accepted Answer

Create a chatbot using Power Virtual Agents and configure it to handle password reset and account unlock requests. Option A is correct because Power Virtual Agents (now part of Microsoft Copilot Studio) allows you to quickly create a chatbot without coding, which can be configured to handle common IT self-service tasks like password resets and account unlock requests. This chatbot can be integrated directly with Dynamics 365 Customer Service to automatically create or update cases, reducing the workload on tier-1 agents while maintaining customer satisfaction through immediate self-resolution.

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Build a custom self-service portal using Power Apps and publish knowledge base articles

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Hire additional tier-1 agents to handle the increased volume

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Configure automatic case resolution rules to close cases after a set time

Question 12

Which TWO capabilities are included in Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Knowledge management (C) is a core capability in Dynamics 365 Customer Service because it allows agents to create, store, and search for articles, FAQs, and solutions directly within the service console, enabling faster issue resolution and consistent responses. Case management (D) is the foundational capability that tracks customer issues from creation through resolution, including routing, SLA enforcement, and escalation, making it essential for any customer service implementation.

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Social media management

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Sales forecasting

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Live chat

Question 13

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.

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

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General-Queue

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High-Priority-Queue

Question 14

Contoso Ltd. is a mid-sized electronics retailer using Dynamics 365 Customer Service. They have a team of 20 agents who handle phone calls, emails, and chat. Recently, customers have complained about long hold times and receiving inconsistent answers from different agents. The customer service manager wants to reduce average handle time and improve first call resolution. The company has not yet implemented any knowledge base or automation features. Which of the following actions should the administrator take first to address these issues?

Accepted Answer

Implement a knowledge base with articles covering common issues and train agents to use it.. Implementing a knowledge base with articles covering common issues directly addresses the root causes of long hold times and inconsistent answers. By providing agents with a single source of truth for resolutions, it reduces average handle time (agents find answers faster) and improves first call resolution (consistent, accurate responses). This is the foundational step before automation or routing, as knowledge content is required to enable those features effectively.

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Enable sentiment analysis to monitor customer emotions during interactions.

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Create a routing rule set to automatically assign cases to the most qualified agent based on skills.

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Set up a Power Automate flow to automatically send email responses for common inquiries.

Question 15

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