This MB-910 practice question tests your understanding of describe dynamics 365 customer service. This is a configuration task: choose the command set that satisfies every stated requirement. Small differences — like 'secret' vs 'password' or 'transport input ssh' vs 'all' — change whether the answer is correct. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
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?
Configure a Facebook channel in Omnichannel
This enables receiving and routing Facebook messages.
Create a Power Virtual Agents bot
Why wrong: Bot can be used but not required for basic routing.
Set up Unified Routing rules
Why wrong: Routing rules are necessary but the channel must be configured first.
Enable Microsoft Social Engagement
Why wrong: Social Engagement is for monitoring, not routing.
Answer choices
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.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
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.
Related concept
Read the scenario before looking for a memorised answer.
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.
Common exam traps
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
A cloud solutions architect for a retail company is evaluating services for a new workload. The correct answer here reflects best practice for the specific scenario described — not a general cloud recommendation. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. Cloud exam questions reward reading the constraint carefully: the same technology can be right or wrong depending on the use case.
What to study next
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Describe Dynamics 365 Customer Service — study guide chapter
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FAQ
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Read the scenario before looking for a memorised answer..
The correct answer is: 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.
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Read the scenario before looking for a memorised answer.
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Last reviewed: Jun 21, 2026
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.
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