MB-910 Describe Dynamics 365 Customer Service Practice Question
An organization uses Dynamics 365 Customer Service and wants to automatically suggest knowledge articles to customers while they are typing their support request in a chat. Which feature should 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
✓
Copilot
(Copilot) is correct because Copilot can automatically suggest relevant knowledge articles to customers in real-time during a chat conversation. Option B (Smart Assist) is incorrect because it suggests articles to agents, not customers. Option C (Case Resolution) is incorrect because it is a process for closing cases. Option D (Knowledge Base Search control) is incorrect because it is for agents to search knowledge base.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Copilot
Why this is correct
Correct. Copilot suggests knowledge articles to customers in real-time while they type.
- ✗
Smart Assist
Why it's wrong here
Incorrect. Smart Assist suggests articles to agents, not customers.
- ✗
Case Resolution
Why it's wrong here
Incorrect. Case Resolution is a process for closing cases.
- ✗
Knowledge Base Search control
Why it's wrong here
Incorrect. Knowledge Base Search control is for agents to search knowledge base.
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JA
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.