MB-910 Describe Dynamics 365 Customer Service Practice Question
A company wants to implement a self-service portal where customers can find solutions, submit cases, and track resolution. They also want to use AI to suggest relevant articles. Which combination of features 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
✓
Customer Portal and Copilot
Customer Portal (Power Apps portal) provides self-service capabilities. Copilot can be integrated to suggest articles. Power Virtual Agents is a chatbot, not a portal. Customer Service workspace is for agents. Dynamics 365 Marketing is unrelated.
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 Virtual Agents and Customer Service workspace
Why it's wrong here
Not a self-service portal.
- ✗
Dynamics 365 Marketing and Customer Portal
Why it's wrong here
Marketing is not for service.
- ✗
Omnichannel and Copilot
Why it's wrong here
Omnichannel is for agents, not self-service.
- ✓
Customer Portal and Copilot
Why this is correct
Portal for self-service, Copilot for AI suggestions.
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