MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service agent is using Dynamics 365 Customer Service workspace and needs to communicate with a customer via SMS in real-time. Which feature 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
✓
Omnichannel for Customer Service
Omnichannel for Customer Service enables agents to engage with customers via various digital channels, including SMS, in real-time. Option B (Copilot for Service) provides AI-powered assistance, not direct messaging. Option C (Knowledge Base) is a repository of articles for self-service, not a communication channel. Option D (Service Scheduling) is used for managing appointments, not real-time messaging.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Omnichannel for Customer Service
Why this is correct
Omnichannel enables SMS and other real-time channels.
- ✗
Copilot for Service
Why it's wrong here
Copilot provides suggestions, not SMS messaging.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base stores information, not communication.
- ✗
Service Scheduling
Why it's wrong here
Scheduling manages appointments, not SMS.
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