MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer contacts support via chat with a billing issue. The agent needs to see the customer's previous interactions and open cases. Which part of the case form should the agent 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
✓
Timeline
(Timeline) is correct because the Timeline displays all activities, notes, and previous cases in chronological order. Option A (Related tab) is incorrect because the Related tab shows related records but not the full chronological history. Option B (Summary tab) is incorrect because the Summary tab provides key case information but not the detailed timeline of interactions. Option D (Details tab) is incorrect because the Details tab displays case attributes and fields, not the interaction history.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Related tab
Why it's wrong here
The Related tab shows related records but not the full chronological history of interactions.
- ✗
Summary tab
Why it's wrong here
The Summary tab provides key case information but not the detailed timeline of interactions.
- ✓
Timeline
Why this is correct
The Timeline displays all activities, notes, and previous cases in chronological order.
- ✗
Details tab
Why it's wrong here
The Details tab displays case attributes and fields, not the interaction history.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.