MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service manager wants to view a real-time dashboard that shows key performance indicators like average handle time and customer satisfaction. Which out-of-the-box dashboard in Dynamics 365 Customer Service provides this?
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 Service Operational Dashboard
The Customer Service Operational Dashboard provides real-time KPIs such as average handle time and customer satisfaction. Option A (Power BI Service Analytics) is more advanced and not an out-of-the-box dashboard. Option B (Omnichannel Historical Analytics) focuses on historical data. Option D (SLA Details) focuses on SLA performance metrics.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Power BI Service Analytics dashboard
Why it's wrong here
Power BI Service Analytics is an advanced analytics tool, not an out-of-the-box dashboard for real-time KPIs.
- ✗
Omnichannel Historical Analytics
Why it's wrong here
Omnichannel Historical Analytics provides historical data, not real-time performance indicators.
- ✓
Customer Service Operational Dashboard
Why this is correct
The Customer Service Operational Dashboard is an out-of-the-box dashboard that shows real-time KPIs like average handle time and customer satisfaction.
- ✗
SLA Details dashboard
Why it's wrong here
SLA Details dashboard focuses on service-level agreement performance, not general KPIs.
Go deeper
Related to this question
About these practice questions
One of 941 original MB-910 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
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.