MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service agent needs to quickly find answers to common customer inquiries without leaving the case form. Which feature should the administrator 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
✓
Add the Knowledge Base Search control to the case form
The Knowledge Base Search control can be added to the case form, enabling agents to search for and attach relevant knowledge articles without leaving the form. Option A (Configure Omnichannel for Customer Service) is incorrect because it manages multi-channel routing, not in-form article search. Option C (Enable Copilot for Service) is incorrect as it provides AI assistance but does not specifically embed article search in the case form. Option D (Enable Customer Service Insights) is incorrect because it is a reporting and analytics tool, not a search feature.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Configure Omnichannel for Customer Service
Why it's wrong here
Omnichannel manages communication channels, not knowledge search within case forms.
- ✓
Add the Knowledge Base Search control to the case form
Why this is correct
This control allows agents to search and attach knowledge articles directly from the case form.
- ✗
Enable Copilot for Service
Why it's wrong here
Copilot is an AI assistant, but the specific feature for inline knowledge search is the Knowledge Base Search control.
- ✗
Enable Customer Service Insights
Why it's wrong here
Customer Service Insights provides analytics, not inline knowledge search.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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