MB-910 Describe Dynamics 365 Customer Service Practice Question
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?
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
✓
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 analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Power Pages and Microsoft Copilot Studio
Why this is correct
Power Pages hosts the portal; Copilot Studio provides the AI-powered virtual agent.
- ✗
Dynamics 365 Sales and Power Automate
Why it's wrong here
Sales is not for customer service scenarios.
- ✗
Customer Service workspace and Power Automate
Why it's wrong here
Workspace is for agents, not customers.
- ✗
Power Pages and Omnichannel for Customer Service
Why it's wrong here
Omnichannel is for live chat, not virtual agents.
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