MB-910 Power Pages Practice Question
An organization wants to provide a self-service portal where customers can search knowledge articles, submit cases, and track resolution. Which Dynamics 365 Customer Service component 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
✓
Power Pages
Power Pages (formerly known as Power Apps portals) is the Dynamics 365 Customer Service component used to build self-service portals where customers can search knowledge articles, submit cases, and track resolution. Option D (Customer Service Hub) is the main agent workspace in Dynamics 365 Customer Service, but it is not a self-service portal. Option A (Customer Insights) is for customer analytics, and Option B (Omnichannel for Customer Service) is for live communication channels like chat and SMS.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Customer Insights
Why it's wrong here
Incorrect. Customer Insights is a customer data platform for analytics and AI-driven insights, not a self-service portal.
- ✗
Omnichannel for Customer Service
Why it's wrong here
Incorrect. Omnichannel for Customer Service provides live and asynchronous communication channels, but does not provide a self-service portal.
- ✓
Power Pages
Why this is correct
Correct. Power Pages (formerly Power Apps portals) is used to create external-facing websites for self-service, including knowledge base, case submission, and tracking.
- ✗
Customer Service Hub
Why it's wrong here
Incorrect. Customer Service Hub is the agent-facing application for managing cases, not a self-service portal for customers.
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