The minimal configuration needed is to enable Omnichannel for Customer Service, configure workstreams for chat and voice, and set up automatic case creation for off-hours messages. This is correct because Omnichannel for Customer Service natively provides the routing engine for both chat and voice, automatically assigning sessions to available agents without requiring manual queue management, while automatic case creation captures off-hours messages as cases in Dynamics 365. On the MB-910 exam, this scenario tests your understanding of the core Omnichannel setup versus unnecessary add-ons like SLAs or separate systems—a common trap is thinking you need manual queues or separate tools, but Omnichannel’s unified workstreams handle routing and channel integration out of the box. For the search intent “omnichannel setup chat and voice,” remember that the key is one platform for both channels, with off-hours handled by case creation. Memory tip: “One workstream, two channels, auto-case for off-hours.”
MB-910 Describe Dynamics 365 Customer Service Practice Question
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. 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.
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 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
Option C is correct because Omnichannel provides chat and phone routing, and automatic case creation can capture off-hours messages. Option A is wrong because Omnichannel already provides routing, so manual queue assignment is not needed. Option B is wrong because SLAs are for time tracking, not routing. Option D is wrong because separate chat and phone systems are not integrated.
Key principle: Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
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
This is more complex than using Omnichannel.
✓
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.
Related concept
Read the scenario before looking for a memorised answer.
Common exam traps
Common exam trap: answer the scenario, not the keyword
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
How to think about this question
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.
KKey Concepts to Remember
Read the scenario before looking for a memorised answer.
Find the constraint that changes the correct option.
Eliminate answers that are true in general but not in this case.
Use explanations to understand the rule behind the answer.
TExam Day Tips
→Underline the problem statement mentally.
→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
Answer the scenario, not the keyword: identify the specific constraint before choosing the most familiar-sounding option.
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. 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
Got this wrong? Here's your next step.
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.
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Read the scenario before looking for a memorised answer..
What is the correct answer to this question?
The correct answer is: Enable Omnichannel for Customer Service, configure workstreams for chat and voice, set up automatic case creation for off-hours messages — Option C is correct because Omnichannel provides chat and phone routing, and automatic case creation can capture off-hours messages. Option A is wrong because Omnichannel already provides routing, so manual queue assignment is not needed. Option B is wrong because SLAs are for time tracking, not routing. Option D is wrong because separate chat and phone systems are not integrated.
What should I do if I get this MB-910 question wrong?
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.
What is the key concept behind this question?
Read the scenario before looking for a memorised answer.
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Question Discussion
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