Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
Contoso, a multinational retailer, uses Dynamics 365 Sales and Customer Service. They have 10,000 sales representatives and 5,000 customer service agents. The sales team uses Copilot for Sales to draft emails and summarize meetings. The service team uses Omnichannel for Customer Service with voice channel. Contoso recently acquired a company that uses a different CRM system. They want to migrate all customer data into Dynamics 365, ensuring that duplicate records are minimized. They also want to use AI to predict customer churn and send proactive offers. Additionally, they need to comply with GDPR and allow customers to request deletion of their data. Which combination of Dynamics 365 tools should Contoso 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 Insights and Microsoft Purview Compliance Manager
Customer Insights provides data unification capabilities to merge data from the acquired company's CRM into Dynamics 365, deduplication to minimize duplicates, and AI-driven churn prediction to identify at-risk customers and enable proactive offers. Microsoft Purview Compliance Manager helps manage GDPR compliance, including handling customer data deletion requests. Option A is incorrect because Sales Insights focuses on sales analytics and Copilot for Sales assists with email/summary tasks, but neither provides data unification or compliance features. Option C is incorrect because Dynamics 365 Marketing and Customer Voice are for campaign management and feedback collection, not data integration or GDPR compliance. Option D is incorrect because Customer Service and Knowledge Management are for service operations, not data unification or compliance management.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Sales Insights and Copilot for Sales
Why it's wrong here
Sales Insights provides analytics but not data unification; Copilot assists, not unify.
- ✓
Customer Insights and Microsoft Purview Compliance Manager
Why this is correct
Customer Insights unifies data and predicts churn; Purview manages GDPR compliance and data deletion.
- ✗
Dynamics 365 Marketing and Customer Voice
Why it's wrong here
Marketing handles campaigns, not data unification; Customer Voice surveys, not churn prediction.
- ✗
Customer Service and Knowledge Management
Why it's wrong here
Service handles cases, not data unification or churn prediction.
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