MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE components are part of the Omnichannel for Customer Service 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
✓
SMS
The correct answers are Option A (SMS), Option C (Social channels such as Facebook and Twitter), and Option E (Chat). These are all channels supported by Omnichannel for Customer Service. Option B (Email) is native to Dynamics 365 but not part of Omnichannel. Option D (Knowledge Base) is a separate 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.
- ✓
SMS
Why this is correct
SMS is an Omnichannel channel.
- ✗
Email
Why it's wrong here
Email is handled natively, not as an Omnichannel channel.
- ✓
Social channels (Facebook, Twitter)
Why this is correct
Social channels are part of Omnichannel.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base is a feature outside Omnichannel.
- ✓
Chat
Why this is correct
Chat is a primary Omnichannel channel.
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Written by Johnson Ajibi, MSc IT Security
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