MB-910 Describe Dynamics 365 Customer Service Practice Question
An agent needs to transfer a chat conversation to a subject matter expert without losing context. Which Omnichannel feature supports this?
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
✓
Consult and Transfer
Consult and Transfer allows agents to transfer conversations with full context. Option A is correct. Option B (Quick Replies) provides canned messages. Option C (Sentiment Analysis) gauges emotion. Option D (SLA) tracks agreements.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Consult and Transfer
Why this is correct
This feature transfers conversations with context.
- ✗
Service Level Agreements
Why it's wrong here
SLA tracks metrics, not transfer.
- ✗
Sentiment Analysis
Why it's wrong here
Sentiment analysis monitors emotion, not transfer.
- ✗
Quick Replies
Why it's wrong here
Quick Replies are pre-defined messages, not transfer.
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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.