MB-910 Describe Dynamics 365 Customer Service Practice Question
Fabrikam Inc. is a software company that provides 24/7 support using Dynamics 365 Customer Service. They have a small team of 10 agents. Currently, support requests come via email only. They want to add live chat and phone support using Omnichannel for Customer Service. The requirements are: 1) Chat sessions should be automatically assigned to available agents. 2) Phone calls should be routed to agents who are currently free. 3) During off-hours, chat and phone should be redirected to a voicemail/email option. 4) Agents should be able to see customer history across channels. What is the minimal configuration needed?
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
✓
Enable Omnichannel for Customer Service, configure workstreams for chat and voice, set up automatic case creation for off-hours messages
Omnichannel for Customer Service provides chat and voice routing via workstreams, and automatic case creation captures off-hours messages as email cases. Option A is wrong because manual assignment is not needed; Omnichannel's routing engine automatically assigns to available agents. Option B is wrong because SLAs measure response times but do not handle routing or off-hours redirection. Option C is wrong because implementing separate third-party systems adds unnecessary complexity and is not minimal; Omnichannel integrates both channels natively.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Create separate queues for chat and phone, assign agents manually, and use email for off-hours
Why it's wrong here
Manual assignment defeats automation.
- ✗
Enable Omnichannel, configure workstreams for chat and voice, set up SLAs for response times
Why it's wrong here
SLAs are not needed for routing.
- ✗
Implement a third-party chat and phone system, integrate via APIs, and use Power Automate
Why it's wrong here
A third-party system integrated via APIs and Power Automate cannot meet requirement 1, as automatic assignment of chat sessions to available agents requires the native Omnichannel’s built-in work distribution engine, which Power Automate lacks the real-time queuing and presence-awareness logic to replicate. This option is tempting because it offers flexibility for custom integrations and would be correct if Fabrikam needed to connect a legacy system or a specialised tool not supported by Dynamics 365’s native channels, but here the native Omnichannel for Customer Service already provides the required routing, presence, and unified customer history out of the box.
- ✓
Enable Omnichannel for Customer Service, configure workstreams for chat and voice, set up automatic case creation for off-hours messages
Why this is correct
Omnichannel handles routing; automatic case creation captures off-hours.
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