Describe Dynamics 365 Customer Service →hardMultiple ChoiceObjective-mapped

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Refer to the exhibit.
{
  "agent_experience_profile": {
    "name": "Premium Agents",
    "settings": {
      "max_concurrent_conversations": 5,
      "allow_manual_assignment": true,
      "auto_accept": false
    },
    "capabilities": ["knowledge_search", "copilot", "transfer"]
  }
}

Refer to the exhibit. A Dynamics 365 Customer Service administrator configured the above agent experience profile. Which behavior is expected for agents assigned to this profile?

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

✓

Agents can manually accept conversations and use Copilot

With auto_accept set to false, agents must manually accept conversations. max_concurrent_conversations limits to 5. They have knowledge_search, copilot, and transfer capabilities. Manual assignment is allowed (allow_manual_assignment: true).

Answer analysis

Option-by-option breakdown

For each option: why learners choose it and why it is or isn't the right answer here.

✗
Agents automatically receive up to 5 conversations
Why it's wrong here
auto_accept is false, so manual acceptance required.
✗
Agents cannot transfer conversations
Why it's wrong here
Transfer capability is included.
✗
Agents are limited to 5 total conversations per day
Why it's wrong here
Limit is concurrent, not daily.
✓
Agents can manually accept conversations and use Copilot
Why this is correct
Manual acceptance required, Copilot enabled.

Go deeper

MB-910 Describe Dynamics 365 Customer Service Practice Question

Exhibit

Why each option matters

Option-by-option breakdown

Related to this question