MB-910 Describe Dynamics 365 Customer Service Practice Question
An organization uses Omnichannel for Customer Service and wants to ensure that when a customer sends a message on Facebook, the system automatically creates a conversation and routes it to the appropriate queue. What must be configured?
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
✓
Configure a Facebook channel in Omnichannel
To receive Facebook messages, you must configure a Facebook channel in Omnichannel. Social Engagement is a separate product for monitoring, not routing. Power Virtual Agents is for chatbots. Unified Routing works once the channel is set up.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Configure a Facebook channel in Omnichannel
Why this is correct
This enables receiving and routing Facebook messages.
- ✗
Create a Power Virtual Agents bot
Why it's wrong here
Bot can be used but not required for basic routing.
- ✗
Set up Unified Routing rules
Why it's wrong here
Routing rules are necessary but the channel must be configured first.
- ✗
Enable Microsoft Social Engagement
Why it's wrong here
Social Engagement is for monitoring, not routing.
Go deeper
Related to this question
About these practice questions
This MB-910 question is part of Courseiva's 941-question bank — original exam-style content with full explanations and wrong-answer analysis, never real exam questions or exam dumps. Learn why practice questions differ from exam dumps →
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.