MB-910 Describe Dynamics 365 Customer Service Practice Question
A company wants to provide support via SMS and Facebook Messenger. Which Dynamics 365 Customer Service module should be used?
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
✓
Omnichannel for Customer Service
Omnichannel for Customer Service allows integration of multiple digital channels including SMS and Facebook Messenger, making option C correct. Option A (Knowledge Base) stores articles for self-service, not channels. Option B (Power Virtual Agents) is for building chatbots, not channel integration. Option D (Customer Service Insights) provides analytics, not channel support.
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, not channels.
- ✗
Power Virtual Agents
Why it's wrong here
Power Virtual Agents builds chatbots, not channel management.
- ✓
Omnichannel for Customer Service
Why this is correct
Omnichannel enables SMS, Facebook, and other channels.
- ✗
Customer Service Insights
Why it's wrong here
Insights provides analytics, not channels.
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