MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE components are part of the Omnichannel for Customer Service capabilities?
⚠ Common exam trap
Microsoft often tests the distinction between a communication channel (e.g., live chat, SMS, social) and a supporting feature (e.g., Knowledge Management, Customer Service portal), leading candidates to incorrectly select the latter as part of Omnichannel capabilities.
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
✓
Live chat
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.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Live chat
Why this is correct
Live chat is a core Omnichannel channel.
- ✗
Customer Service portal
Why it's wrong here
The portal is a self-service website, not a live channel.
- ✓
SMS
Why this is correct
SMS is supported in Omnichannel.
- ✓
Social channels (e.g., Twitter, Facebook)
Why this is correct
Social channels are integrated via Omnichannel.
- ✗
Knowledge Management
Why it's wrong here
Knowledge Management is not a channel; it's a knowledge base.
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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.