MB-910 Describe Dynamics 365 Customer Service Practice Question
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?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Timeline
To view past interactions across channels, enable Timeline (shows all activities), Omnichannel for Customer Service (unifies channels), and Customer Service Insights (provides historical analytics). Copilot is not required for viewing past interactions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Copilot for Service
Why it's wrong here
Copilot assists agents in real-time but is not required for viewing past interactions.
- ✓
Timeline
Why this is correct
Timeline displays past activities including emails, chats, and calls.
- ✗
Service Scheduling
Why it's wrong here
Service Scheduling is for appointments, not interaction history.
- ✓
Customer Service Insights
Why this is correct
Insights provides historical analytics and interaction summaries.
- ✓
Omnichannel for Customer Service
Why this is correct
Omnichannel unifies all communication channels and stores interaction history.
Go deeper
Related to this question
About these practice questions
This MB-910 question is part of Courseiva's 941-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.