Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple SelectObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
Which THREE capabilities are provided by 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
✓
Omnichannel for Customer Service
Options A, C, and E are correct. Omnichannel for Customer Service, Case Management, and Knowledge Management are core capabilities of Dynamics 365 Customer Service. Option B (Lead Management) is a Sales feature, and Option D (Customer Journey) is a Marketing 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.
- ✓
Omnichannel for Customer Service
Why this is correct
Omnichannel supports multiple communication channels.
- ✗
Lead Management
Why it's wrong here
Lead Management is a Sales feature.
- ✓
Case Management
Why this is correct
Case Management tracks support cases.
- ✗
Customer Journey
Why it's wrong here
Customer Journey is a Marketing feature.
- ✓
Knowledge Management
Why this is correct
Knowledge Management stores articles.
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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.