MB-910 Describe Dynamics 365 Customer Service Practice Question
A manager wants to analyze customer satisfaction trends over time using survey responses. Which Microsoft solution should be integrated with Dynamics 365 Customer Service?
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
✓
Microsoft Dynamics 365 Customer Voice
Microsoft Dynamics 365 Customer Voice is the correct solution because it is specifically designed for creating and sending surveys and analyzing customer satisfaction data, with deep integration into Dynamics 365 Customer Service. Option A (Microsoft Power BI) is for data visualization and analytics but does not include survey creation. Option B (Microsoft Entra ID) is an identity and access management service, unrelated to surveys. Option C (Microsoft Forms) is a general-purpose survey tool but lacks the specialized integration and satisfaction analytics capabilities of Customer Voice.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Microsoft Power BI
Why it's wrong here
Power BI can visualize data but does not create or manage surveys.
- ✗
Microsoft Entra ID
Why it's wrong here
Entra ID is for identity and access management, not surveys.
- ✗
Microsoft Forms
Why it's wrong here
Forms is a general survey tool but lacks deep integration with Customer Service dashboards and case data.
- ✓
Microsoft Dynamics 365 Customer Voice
Why this is correct
Customer Voice allows you to create, send, and analyze surveys, and is integrated with Customer Service.
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