MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE capabilities are provided by Copilot for Service in Dynamics 365 Customer Service? (Choose three.)
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
✓
Draft email responses
Copilot for Service in Dynamics 365 Customer Service provides three capabilities: draft email responses (B), case summarization (C), and contextual knowledge article suggestions (E). Option A is incorrect because automatic case routing is performed by Unified Routing, not Copilot. Option D is incorrect because real-time sentiment analysis is part of Omnichannel Insights, not Copilot.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Automatic case routing to agents
Why it's wrong here
Routing is handled by Unified Routing, not Copilot.
- ✓
Draft email responses
Why this is correct
Copilot can draft email replies for agents.
- ✓
Case summarization
Why this is correct
Copilot provides summaries of case history.
- ✗
Real-time sentiment analysis
Why it's wrong here
Sentiment analysis is part of Omnichannel insights, not Copilot.
- ✓
Contextual knowledge article suggestions
Why this is correct
Copilot suggests relevant knowledge articles based on the case context.
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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.