MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE capabilities are provided by Dynamics 365 Customer Service Omnichannel?
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
✓
Voice
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.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Voice
Why this is correct
Voice is supported in Omnichannel.
- ✓
Live chat
Why this is correct
Live chat is a core channel in Omnichannel.
- ✓
SMS
Why this is correct
SMS is supported in Omnichannel.
- ✗
Customer Portal
Why it's wrong here
Customer Portal is a separate self-service feature.
- ✗
Email
Why it's wrong here
Email is available without Omnichannel; not exclusive to it.
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