MB-910 Describe Dynamics 365 Customer Service Practice Question
A Dynamics 365 Customer Service administrator wants to improve agent productivity by automating repetitive tasks. Which THREE capabilities can be used?
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
✓
Client-side scripts (JavaScript)
Options A, B, and E are correct because client-side scripts (JavaScript), Power Automate flows, and macros are all capabilities in Dynamics 365 Customer Service that can automate repetitive tasks. Option C is incorrect because Service Level Agreements (SLAs) are used for tracking service targets, not for automation. Option D is incorrect because Knowledge Base is a repository for articles, not an automation tool.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Client-side scripts (JavaScript)
Why this is correct
Scripts can automate form behaviors.
- ✓
Power Automate flows
Why this is correct
Power Automate automates processes across apps.
- ✗
Service Level Agreements
Why it's wrong here
SLAs are not automation.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base provides information, not automation.
- ✓
Macros
Why this is correct
Macros automate actions within a form.
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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.