MB-910 AI-suggested articles Practice Question
Adventure Works Cycles is a bicycle manufacturer with a Dynamics 365 Customer Service implementation. They have a large knowledge base with thousands of articles. Currently, agents manually search for articles when handling cases, which takes time. They want to leverage AI to automatically suggest relevant articles based on the case subject and description. Additionally, they want to analyze customer sentiment from chat conversations to identify dissatisfied customers in real-time. The solution should also provide a dashboard for managers to see case resolution trends. Which features should be implemented?
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
✓
Enable AI-suggested articles, Conversation Insights, and Customer Service Insights
AI-suggested articles automatically recommend relevant knowledge base articles based on case details, Conversation Insights provides real-time chat sentiment analysis to identify dissatisfied customers, and Customer Service Insights offers pre-built dashboards for monitoring case resolution trends. Option A is incorrect because automatic case creation does not address article suggestion or sentiment analysis. Option B is incorrect because Copilot is a general AI assistant, not specifically for article suggestions or sentiment analysis, and Power Automate does not natively provide sentiment analysis. Option C is incorrect because Knowledge Search requires manual effort, Omnichannel does not include sentiment analysis, and Excel lacks real-time dashboard capabilities.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Set up automatic case creation, use Copilot, and build custom dashboards
Why it's wrong here
Does not address sentiment or article suggestions directly.
- ✗
Enable Copilot for agents, set up chat sentiment analysis using Power Automate, and create Power BI dashboards
Why it's wrong here
Power Automate is not the primary tool for sentiment analysis.
- ✗
Enable Knowledge Search, configure Omnichannel, and use Excel for reporting
Why it's wrong here
Knowledge Search is manual; Excel is not real-time.
- ✓
Enable AI-suggested articles, Conversation Insights, and Customer Service Insights
Why this is correct
These three features meet all requirements.
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