MB-910 Describe Dynamics 365 Field Service Practice Question
Litware, a residential appliance repair company, uses Dynamics 365 Field Service. They have 10 technicians and receive about 30 work orders daily. Currently, work orders are created by customer service representatives over the phone. Litware wants to reduce the time it takes to schedule a work order and improve customer satisfaction by offering self-service scheduling through a website. They also want to send automatic reminders to customers before the technician arrives. Additionally, they want to collect customer feedback after the service is completed. Which combination of features should Litware implement?
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 the Customer Portal for self-service appointment booking; use Power Automate to send reminders; set up Customer Satisfaction surveys.
The Customer Portal enables self-service appointment booking, Power Automate can send automatic reminders, and Customer Satisfaction surveys collect feedback. Option A is incorrect because the Field Service Mobile app is designed for technicians, not customers. Option B is incorrect because Connected Field Service uses IoT for proactive maintenance, not self-service scheduling. Option C is incorrect because Power Virtual Agents is a chatbot for conversations, but it does not provide a scheduling portal or dedicated reminder/feedback features as described.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use the Field Service Mobile app for customers to schedule; send reminders via SMS from the app; collect feedback in the app.
Why it's wrong here
The mobile app is for technicians, not customers.
- ✗
Implement Connected Field Service to detect appliance issues; use IoT alerts to create work orders; send reminders via email.
Why it's wrong here
This does not provide self-service scheduling for customers.
- ✗
Create a Power Virtual Agents chatbot to schedule appointments; use Copilot for reminders; enable Copilot for feedback.
Why it's wrong here
Chatbot requires additional development and may not integrate with scheduling; Copilot is not designed for reminders or feedback collection.
- ✓
Enable the Customer Portal for self-service appointment booking; use Power Automate to send reminders; set up Customer Satisfaction surveys.
Why this is correct
These features directly address the requirements.
Go deeper
Related to this question
About these practice questions
Courseiva writes every MB-910 question from scratch — 941 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.