Explore the core capabilities of customer engagement apps in Dynamics 365 →mediumMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
A company wants to use AI to analyze customer sentiment from support conversations. Which feature should they enable?
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
✓
Dynamics 365 Customer Service Insights
Dynamics 365 Customer Service Insights provides AI-driven sentiment analysis. Copilot in Sales is for sales, Omnichannel is for channel management, and Product Insights is for product analytics.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Copilot in Dynamics 365 Sales
Why it's wrong here
Copilot in Sales assists with sales activities, not sentiment analysis.
- ✗
Dynamics 365 Product Insights
Why it's wrong here
Product Insights is for product usage analytics, not sentiment.
- ✗
Omnichannel for Customer Service
Why it's wrong here
Omnichannel routes conversations, but does not analyze sentiment.
- ✓
Dynamics 365 Customer Service Insights
Why this is correct
Customer Service Insights analyzes sentiment from conversations.
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