MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE capabilities are provided by Omnichannel for 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
✓
SMS
Omnichannel for Customer Service provides multiple communication channels including SMS, voice, and live chat. These three are correct. Option B (Copilot integration) is an AI feature but not a distinct channel provided by Omnichannel. Option E (Knowledge Base management) is a separate feature within Dynamics 365 Customer Service, not a channel within 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.
- ✓
SMS
Why this is correct
Omnichannel supports SMS messaging.
- ✗
Copilot integration
Why it's wrong here
Copilot can be used across the platform but is not a channel provided by Omnichannel.
- ✓
Voice
Why this is correct
Omnichannel supports voice calls.
- ✓
Live chat
Why this is correct
Omnichannel includes live chat as a communication channel.
- ✗
Knowledge Base management
Why it's wrong here
Knowledge Base is managed separately and is not a channel in Omnichannel.
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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.