MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service agent is handling a chat session and needs to consult with a subject matter expert without the customer seeing the conversation. Which feature 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
✓
Consultant
(Consultant) is correct because Consultant mode in Omnichannel allows a customer service agent to privately consult with a subject matter expert without the customer seeing the conversation. Option A (Transfer) is incorrect because Transfer moves the entire chat to another agent, ending the current agent's involvement. Option C (Copilot for Service) is incorrect because Copilot for Service provides AI-powered suggestions, not human consultation. Option D (Monitor) is incorrect because Monitor allows supervisors to view conversations but not to join and consult.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Transfer
Why it's wrong here
Transfer moves the entire chat to another agent, ending the current agent's involvement.
- ✓
Consultant
Why this is correct
Consultant mode in Omnichannel allows a customer service agent to privately consult with a subject matter expert without the customer seeing the conversation.
- ✗
Copilot for Service
Why it's wrong here
Copilot for Service provides AI-powered suggestions, not human consultation.
- ✗
Monitor
Why it's wrong here
Monitor allows supervisors to view conversations but not to join and consult.
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JA
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.