MB-910 Describe Dynamics 365 Customer Service Practice Question
An organization wants to give customers the ability to view their own support cases through a portal. Which Dynamics 365 Customer Service feature should be implemented?
⚠ Common exam trap
Candidates often confuse agent-facing tools (Unified Service Desk) or specialized mobile apps (Field Service Mobile App) with the customer self-service portal, which is the only option designed for external user case access.
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 Service Portal
The Customer Service Portal (D) is the correct feature because it provides a self-service web interface where customers can view, create, and track their own support cases without agent intervention. This aligns directly with the requirement to give customers visibility into their cases through a portal, leveraging Dynamics 365's portal capabilities for external user access.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Unified Service Desk
Why it's wrong here
USD is for agents, not customers.
- ✗
Field Service Mobile App
Why it's wrong here
Field Service is for on-site work.
- ✗
Dynamics 365 Marketing
Why it's wrong here
Marketing is for campaigns, not case viewing.
- ✓
Customer Service Portal
Why this is correct
Portals allow customers to view and submit cases.
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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.