MB-910 Describe Dynamics 365 Customer Service Practice Question
A customer service representative needs to see a 360-degree view of a customer including their cases, entitlements, and recent interactions. Which entity should be used as the primary record?
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
✓
Contact
The Contact record provides a comprehensive view of the customer's interactions, cases, and entitlements. Option B is wrong because the Account record is for organizations, but the question refers to an individual customer. Option C is wrong because the Case record is a specific issue, not a customer view. Option D is wrong because the Queue record is for grouping cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Contact
Why this is correct
The Contact entity aggregates all customer-related data for a 360-degree view.
- ✗
Account
Why it's wrong here
Account is for companies, not individual customers.
- ✗
Case
Why it's wrong here
Case is a single support request, not a customer view.
- ✗
Queue
Why it's wrong here
Queue is for case assignment, not customer information.
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