Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
A customer service manager wants to use AI to suggest knowledge articles to agents during case resolution. Which feature should they 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
✓
Copilot in Dynamics 365 Customer Service
Copilot in Service provides AI-suggested knowledge articles. Case Routing is for assignment, SLA for service levels, and Omnichannel for multi-channel engagement.
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 manages communication channels, not knowledge suggestions.
- ✓
Copilot in Dynamics 365 Customer Service
Why this is correct
Copilot provides AI-driven suggestions including knowledge articles.
- ✗
Service Level Agreements (SLAs)
Why it's wrong here
SLAs define service timelines, not knowledge suggestions.
- ✗
Intelligent Case Routing
Why it's wrong here
Case routing assigns cases to agents, not suggests articles.
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Senior Network & Security Engineer · founder of Courseiva
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