MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE components are part of the Omnichannel for Customer Service configuration?
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
✓
Queues
Options A, B, and D are correct. Workstreams, queues, and chat channels are core components of Omnichannel for Customer Service.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Queues
Why this is correct
Queues hold work items for agents.
- ✓
Chat channel
Why this is correct
Chat is a channel within Omnichannel.
- ✗
Knowledge articles
Why it's wrong here
Knowledge articles are used across the system, not a component of Omnichannel configuration.
- ✓
Workstreams
Why this is correct
Workstreams define routing and work distribution.
- ✗
SLA KPIs
Why it's wrong here
SLA KPIs are part of Customer Service, not Omnichannel specifically.
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Written by Johnson Ajibi, MSc IT Security
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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.