Quick Answer
The answer is creating segments and generating predictive insights about churn. Dynamics 365 Customer Insights empowers marketing users to unify customer data from multiple sources into a single view, then build dynamic segments based on behaviors or demographics, and apply AI-driven analytics to forecast churn risk. On the MB-910 exam, this question tests your ability to distinguish Customer Insights’ core capabilities from other Dynamics 365 modules—a common trap is confusing it with Sales or Customer Service features. For example, managing sales orders belongs to Dynamics 365 Sales, routing cases is handled by Customer Service, and drafting emails falls under Sales Copilot. A helpful memory tip: think of Customer Insights as the “data and prediction hub” for marketing—if the action involves grouping customers or predicting their next move, it belongs here; if it involves transactions, support tickets, or composing messages, it belongs elsewhere.
This MB-910 practice question tests your understanding of explore the core capabilities of customer engagement apps in dynamics 365. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. 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 TWO actions can a marketing user perform using Dynamics 365 Customer Insights? (Choose TWO.)
Route support cases to queues
Why wrong: Case routing is Customer Service.
Create customer segments based on behavior
Segmentation is a core feature.
Generate predictive insights about churn
Predictive insights are part of Customer Insights.
Draft emails using Copilot
Why wrong: Email drafting is Sales Copilot.
Create sales orders
Why wrong: Sales orders are in Sales module.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
Create customer segments based on behavior
Options A and C are correct because Customer Insights allows creating segments and generating insights. Option B is wrong because sales orders are managed in Dynamics 365 Sales. Option D is wrong because case routing is Customer Service. Option E is wrong because email drafting is Sales Copilot.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Route support cases to queues
Why it's wrong here
Case routing is Customer Service.
Create customer segments based on behavior
Why this is correct
Segmentation is a core feature.
Related concept
Read the scenario before looking for a memorised answer.
Generate predictive insights about churn
Why this is correct
Predictive insights are part of Customer Insights.
Related concept
Read the scenario before looking for a memorised answer.
Draft emails using Copilot
Why it's wrong here
Email drafting is Sales Copilot.
Create sales orders
Why it's wrong here
Sales orders are in Sales module.
Common exam traps
Many certification questions include familiar terms but test a specific constraint. Read the exact wording before choosing an answer that is generally true but wrong for this case.
Detailed technical explanation
This question should be treated as a scenario, not a definition check. Identify the problem, the constraint and the best action. Then compare each option against those facts.
Key takeaway
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
Real-world example
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. Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option. 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
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
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FAQ
Explore the core capabilities of customer engagement apps in Dynamics 365 — This question tests Explore the core capabilities of customer engagement apps in Dynamics 365 — Read the scenario before looking for a memorised answer..
The correct answer is: Create customer segments based on behavior — Options A and C are correct because Customer Insights allows creating segments and generating insights. Option B is wrong because sales orders are managed in Dynamics 365 Sales. Option D is wrong because case routing is Customer Service. Option E is wrong because email drafting is Sales Copilot.
Identify which MB-910 exam domain this question belongs to, then review the specific concept being tested. Practise related questions in that domain and focus on understanding why each wrong answer is tempting — not just why the correct answer is right.
Read the scenario before looking for a memorised answer.
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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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