Explore the core capabilities of customer engagement apps in Dynamics 365 →easyMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
A company wants to track the status of customer issues from creation to resolution. Which entity in Dynamics 365 Customer Service 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
✓
Case
Cases are used to track customer issues. Leads are for sales prospects, Opportunities for potential sales, and Accounts for organizations.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Lead
Why it's wrong here
Leads are for sales, not support issues.
- ✓
Case
Why this is correct
Cases represent customer issues and track their resolution.
- ✗
Account
Why it's wrong here
Accounts represent companies, not issues.
- ✗
Opportunity
Why it's wrong here
Opportunities are for sales deals.
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