- A
SLA configuration
Why wrong: SLA configuration is done in the admin center, not in the workspace.
- B
Copilot integration
Copilot is integrated into the workspace to provide AI assistance.
- C
Timeline
The timeline shows customer interaction history within the workspace.
- D
Power BI report authoring
Why wrong: Power BI reports are viewed in dashboards but not authored in the workspace.
- E
Session management
Session management allows agents to work on multiple cases simultaneously.
Question 236 of 977
Key Features of Dynamics 365 Customer Service Workspace
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. A key principle to apply: customer Service workspace. 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.
Which THREE of the following are features of the Customer Service workspace?
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
✓
Copilot integration
The correct features of the Customer Service workspace are Copilot integration (B), Timeline (C), and Session management (E). SLA configuration (A) is done in the Customer Service admin center, not the workspace. Power BI report authoring (D) is not a built-in workspace feature; reports are viewed via dashboards but authoring requires separate tools.
Key principle: Customer Service workspace
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
SLA configuration
Why it's wrong here
SLA configuration is done in the admin center, not in the workspace.
- ✓
Copilot integration
Why this is correct
Copilot is integrated into the workspace to provide AI assistance.
Related concept
Customer Service workspace
- ✓
Timeline
Why this is correct
The timeline shows customer interaction history within the workspace.
Related concept
Customer Service workspace
- ✗
Power BI report authoring
Why it's wrong here
Power BI reports are viewed in dashboards but not authored in the workspace.
- ✓
Session management
Why this is correct
Session management allows agents to work on multiple cases simultaneously.
Related concept
Customer Service workspace
Common exam traps
Common exam trap: answer the scenario, not the keyword
Do not confuse features available in the Customer Service workspace with those configured in the Customer Service admin center. SLA configuration is an admin function, not a workspace feature.
Detailed technical explanation
How to think about this question
Treat this as a scenario question. Identify the problem, the constraint, and the best action. Then compare each option against those facts.
KKey Concepts to Remember
- Customer Service workspace
- Timeline
- Session management
- Copilot integration
TExam Day Tips
- Watch for words such as best, first, most likely and least administrative effort.
- Review why wrong options are wrong, not only why the correct option is correct.
Key takeaway
Customer Service workspace
Real-world example
How this comes up in practice
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. Customer Service workspace 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
Got this wrong? Here's your next step.
Review customer Service workspace, then practise related MB-910 questions on the same topic to reinforce the concept.
- →
Describe Dynamics 365 Customer Service — study guide chapter
Learn the concepts, then practise the questions
- →
Describe Dynamics 365 Customer Service practice questions
Targeted practice on this topic area only
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All MB-910 questions
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Microsoft Dynamics 365 Fundamentals CRM MB-910 study guide
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MB-910 practice test guide
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FAQ
Questions learners often ask
What does this MB-910 question test?
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Customer Service workspace.
What is the correct answer to this question?
The correct answer is: Copilot integration — The correct features of the Customer Service workspace are Copilot integration (B), Timeline (C), and Session management (E). SLA configuration (A) is done in the Customer Service admin center, not the workspace. Power BI report authoring (D) is not a built-in workspace feature; reports are viewed via dashboards but authoring requires separate tools.
What should I do if I get this MB-910 question wrong?
Review customer Service workspace, then practise related MB-910 questions on the same topic to reinforce the concept.
What is the key concept behind this question?
Customer Service workspace
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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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