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 customer service manager wants to measure customer satisfaction after each interaction. Out-of-the-box, which Dynamics 365 Customer Service feature can send surveys automatically after a case is resolved?
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
✓
Customer Voice
Dynamics 365 Customer Voice (Option C) is the correct feature for automatically sending surveys after case resolution. It integrates with Customer Service to trigger satisfaction surveys based on case status. Option A (Omnichannel for Customer Service) handles multi-channel routing, not surveys. Option B (Copilot for Service) provides AI-assisted agent guidance, not survey automation. Option D (Knowledge Management) stores articles, not surveys.
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 it's wrong here
Omnichannel for Customer Service manages communication channels (chat, SMS, etc.) but does not send post-resolution surveys.
- ✗
Copilot for Service
Why it's wrong here
Copilot for Service assists agents with AI-powered suggestions and knowledge retrieval, not survey distribution.
- ✓
Customer Voice
Why this is correct
Customer Voice enables automated survey creation and sending after case resolution, measuring customer satisfaction.
- ✗
Knowledge Management
Why it's wrong here
Knowledge Management organizes and serves knowledge articles to agents and customers, unrelated to surveys.
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