Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple SelectObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
Litware, a technology consulting firm, uses Dynamics 365 Customer Service with Omnichannel to handle customer inquiries from chat, email, and social media. They have a high volume of requests and want to use AI to automatically categorize incoming conversations and suggest responses. The admin wants to configure Copilot to provide real-time suggestions during active conversations. Additionally, the admin wants to ensure that sensitive information (such as credit card numbers) is not stored in the conversation transcripts. Which two actions should the admin take? (Choose TWO.)
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 Copilot for Omnichannel conversations.
The correct answers are A and B. Option A: Enabling Copilot for Omnichannel conversations allows AI to provide real-time suggestions during active conversations across channels. Option B: Configuring data masking policies redacts sensitive information like credit card numbers from conversation transcripts, ensuring compliance. Option C is not required because Copilot uses built-in AI to suggest responses based on context, not configured topics. Option D (audit logging) tracks user actions but does not prevent sensitive data storage. Option E is incorrect because Copilot must be enabled for Omnichannel, not just the Customer Service Hub.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Enable Copilot for Omnichannel conversations.
Why this is correct
Enabling Copilot for Omnichannel provides real-time suggestions during conversations.
- ✓
Configure data masking policies to redact sensitive information in transcripts.
Why this is correct
Data masking policies prevent sensitive data from being stored.
- ✗
Configure Copilot to use conversation topics for suggestions.
Why it's wrong here
Copilot does not require topic configuration for suggestions.
- ✗
Enable audit logging for conversation transcripts.
Why it's wrong here
Audit logging does not prevent data storage; it only tracks access.
- ✗
Enable Copilot for Customer Service Hub only.
Why it's wrong here
Copilot also works with Omnichannel; enabling only for Hub would not help.
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