MB-910 Describe Dynamics 365 Customer Service Practice Question
Which THREE components are required to set up 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
✓
Workstream
Options A, C, and E are correct because Omnichannel for Customer Service requires workstreams, chat channels, and queues. Option B is wrong because Copilot in Customer Service is an optional AI add-on, not a required component. Option D is wrong because Service Level Agreements (SLAs) are not a requirement for Omnichannel setup.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Workstream
Why this is correct
Workstreams define routing and assignment logic.
- ✗
Copilot in Customer Service
Why it's wrong here
Copilot is optional, not required.
- ✓
Chat channel
Why this is correct
A chat channel is a primary customer interaction channel.
- ✗
Service Level Agreement (SLA)
Why it's wrong here
SLAs are not mandatory for Omnichannel.
- ✓
Queue
Why this is correct
Queues hold and distribute conversations to agents.
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