MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service manager wants to view real-time performance metrics such as average handle time and number of cases resolved. Which dashboard should they 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 Conversation Dashboard
The Omnichannel Conversation Dashboard provides real-time performance metrics such as average handle time and active conversations, making it suitable for monitoring real-time KPIs. The Customer Service Historical Analytics dashboard (option A) offers historical data, not real-time. Option B (Power BI Service Analytics dashboard) is designed for sales analytics. Option D (Customer Voice dashboard) is for survey feedback.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Customer Service Historical Analytics dashboard
Why it's wrong here
Incorrect for real-time metrics; this dashboard focuses on historical data.
- ✗
Power BI Service Analytics dashboard
Why it's wrong here
Incorrect; it is for sales analytics, not customer service performance.
- ✓
Omnichannel Conversation Dashboard
Why this is correct
Correct; it provides real-time metrics like average handle time and conversation status.
- ✗
Customer Voice dashboard
Why it's wrong here
Incorrect; it is for survey feedback and not real-time performance.
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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.