- A
Customer Insights
Why wrong: Incorrect. Customer Insights is a customer data platform for analytics and AI-driven insights, not a self-service portal.
- B
Omnichannel for Customer Service
Why wrong: Incorrect. Omnichannel for Customer Service provides live and asynchronous communication channels, but does not provide a self-service portal.
- C
Power Pages
Correct. Power Pages (formerly Power Apps portals) is used to create external-facing websites for self-service, including knowledge base, case submission, and tracking.
- D
Customer Service Hub
Why wrong: Incorrect. Customer Service Hub is the agent-facing application for managing cases, not a self-service portal for customers.
Question 838 of 977
Providing a Self-Service Portal with Customer Service Hub
This MB-910 practice question tests your understanding of describe dynamics 365 customer service. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. A key principle to apply: power Pages. 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.
An organization wants to provide a self-service portal where customers can search knowledge articles, submit cases, and track resolution. Which Dynamics 365 Customer Service component should be used?
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
✓
Power Pages
Option C is correct because Power Pages (formerly known as Power Apps portals) is the Dynamics 365 Customer Service component used to build self-service portals where customers can search knowledge articles, submit cases, and track resolution. Option D (Customer Service Hub) is the main agent workspace in Dynamics 365 Customer Service, but it is not a self-service portal. Option A (Customer Insights) is for customer analytics, and Option B (Omnichannel for Customer Service) is for live communication channels like chat and SMS.
Key principle: Power Pages
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Customer Insights
Why it's wrong here
Incorrect. Customer Insights is a customer data platform for analytics and AI-driven insights, not a self-service portal.
- ✗
Omnichannel for Customer Service
Why it's wrong here
Incorrect. Omnichannel for Customer Service provides live and asynchronous communication channels, but does not provide a self-service portal.
- ✓
Power Pages
Why this is correct
Correct. Power Pages (formerly Power Apps portals) is used to create external-facing websites for self-service, including knowledge base, case submission, and tracking.
Related concept
Power Pages
- ✗
Customer Service Hub
Why it's wrong here
Incorrect. Customer Service Hub is the agent-facing application for managing cases, not a self-service portal for customers.
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
Treat this as a scenario question. Identify the problem, the constraint, and the best action. Then compare each option against those facts.
KKey Concepts to Remember
- Power Pages
- Customer Service Hub
TExam Day Tips
- 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
Power Pages
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. Power Pages 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.
Review power Pages, then practise related MB-910 questions on the same topic to reinforce the concept.
- →
Describe Dynamics 365 Customer Service — study guide chapter
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Describe Dynamics 365 Customer Service practice questions
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FAQ
Questions learners often ask
What does this MB-910 question test?
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Power Pages.
What is the correct answer to this question?
The correct answer is: Power Pages — Option C is correct because Power Pages (formerly known as Power Apps portals) is the Dynamics 365 Customer Service component used to build self-service portals where customers can search knowledge articles, submit cases, and track resolution. Option D (Customer Service Hub) is the main agent workspace in Dynamics 365 Customer Service, but it is not a self-service portal. Option A (Customer Insights) is for customer analytics, and Option B (Omnichannel for Customer Service) is for live communication channels like chat and SMS.
What should I do if I get this MB-910 question wrong?
Review power Pages, then practise related MB-910 questions on the same topic to reinforce the concept.
What is the key concept behind this question?
Power Pages
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Last reviewed: Jun 21, 2026
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.
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