MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE are capabilities of Omnichannel for Customer Service?
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
✓
Integration with Power Virtual Agents for chatbots
Omnichannel provides real-time analytics, supports channels like chat and SMS, and can be integrated with Power Virtual Agents for chatbots. It does not include customer portal (that's Power Apps portals) and is not a knowledge base feature.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Integration with Power Virtual Agents for chatbots
Why this is correct
Chatbots can be integrated.
- ✗
Knowledge base article management
Why it's wrong here
Knowledge base is a separate feature.
- ✓
Support for multiple channels like chat and SMS
Why this is correct
Omnichannel supports various channels.
- ✗
Customer self-service portal
Why it's wrong here
That's a separate portal feature.
- ✓
Real-time analytics for agent performance
Why this is correct
Omnichannel has real-time analytics.
Go deeper
Related to this question
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Same concept, more angles
3 more ways this is tested on MB-910
These questions test the same concept from different angles. Work through them to make sure you can recognise it however the exam phrases it.
Variation 1. Which THREE components are part of the Omnichannel for Customer Service capabilities?
hard- ✓ A.Live chat
- B.Customer Service portal
- ✓ C.SMS
- ✓ D.Social channels (e.g., Twitter, Facebook)
- E.Knowledge Management
Why A: Live chat is a core component of Omnichannel for Customer Service because it enables real-time, text-based conversations between customers and agents directly from a website or portal. It is integrated into the unified routing engine, allowing chats to be distributed based on presence, capacity, and skill requirements, and it supports rich messaging features like file attachments and quick replies.
Variation 2. Which THREE components are part of the Omnichannel for Customer Service capabilities?
hard- ✓ A.SMS
- B.Email
- ✓ C.Social channels (Facebook, Twitter)
- D.Knowledge Base
- ✓ E.Chat
Why A: The correct answers are Option A (SMS), Option C (Social channels such as Facebook and Twitter), and Option E (Chat). These are all channels supported by Omnichannel for Customer Service. Option B (Email) is native to Dynamics 365 but not part of Omnichannel. Option D (Knowledge Base) is a separate feature.
Variation 3. Which THREE capabilities are provided by Dynamics 365 Customer Service Omnichannel?
hard- ✓ A.Voice
- ✓ B.Live chat
- ✓ C.SMS
- D.Customer Portal
- E.Email
Why A: Options A, B, and C are correct. Dynamics 365 Customer Service Omnichannel provides Voice, Live chat, and SMS channels as integrated capabilities. Option D is incorrect because Customer Portal is a separate feature for self-service, not a channel within Omnichannel. Option E is incorrect because Email is a standard channel that can be used without Omnichannel; it is not exclusively part of Omnichannel.
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.