MB-910 Describe Dynamics 365 Customer Service Practice Question
An organization wants to allow customers to create support tickets through a web portal and track their resolution progress. Which Dynamics 365 Customer Service component should they use?
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
✓
Customer Portal
Customer Portal. The Customer Portal (based on Power Apps portals) is specifically designed to allow external customers to create and track support tickets (cases) through a web interface. Option A (Knowledge Base) is used for storing and retrieving articles, not for ticket submission. Option C (Service Scheduling) is for scheduling service activities and resources. Option D (Omnichannel for Customer Service) provides real-time communication channels like chat and SMS, but not a portal-based case creation and tracking.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base provides articles, not case management.
- ✓
Customer Portal
Why this is correct
The Customer Portal enables self-service case creation and tracking.
- ✗
Service Scheduling
Why it's wrong here
Service Scheduling is for field service appointments.
- ✗
Omnichannel for Customer Service
Why it's wrong here
Omnichannel is for live chat, voice, etc., not primarily case tracking.
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