MB-910 Describe Dynamics 365 Customer Service Practice Question
A company uses Dynamics 365 Customer Service and wants to automatically suggest knowledge articles to agents while they are working on a case. The solution must work without requiring the agent to manually search. Which feature should be enabled?
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
✓
AI-suggested articles
AI-suggested articles use artificial intelligence to automatically recommend relevant knowledge articles to agents as they work on a case, without requiring manual search. Option A is incorrect because the Knowledge Base is the repository where articles are stored, not a suggestion mechanism. Option B is incorrect because Knowledge Search requires the agent to actively perform a search. Option D is incorrect because article categorization organizes articles into categories but does not automatically suggest them.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base stores articles but does not auto-suggest.
- ✗
Knowledge Search
Why it's wrong here
Knowledge Search requires manual query.
- ✓
AI-suggested articles
Why this is correct
AI-suggested articles automatically recommend based on case context.
- ✗
Article categorization
Why it's wrong here
Categorization helps organize but does not suggest automatically.
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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.