Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple SelectObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
Which THREE features are available in Dynamics 365 Customer Service? (Choose THREE.)
⚠ Common exam trap
Many exam-takers confuse features across Dynamics 365 apps—specifically associating Lead Scoring and Segmentation with Customer Service because they appear in the broader Dynamics 365 ecosystem, but they belong exclusively to Sales and Marketing respectively.
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
✓
Unified Routing
Unified Routing is a core feature in Dynamics 365 Customer Service that intelligently distributes incoming work items (cases, chats, messages) to the most appropriate agent or queue based on skills, presence, and capacity. It replaces legacy routing with a modern, rules-based engine that ensures efficient assignment and reduced resolution times.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Lead Scoring
Why it's wrong here
Lead Scoring is a Sales feature.
- ✓
Unified Routing
Why this is correct
Unified Routing automatically assigns cases.
- ✓
Knowledge Base
Why this is correct
Knowledge Base stores articles for agents and customers.
- ✗
Segmentation
Why it's wrong here
Segmentation is part of Marketing.
- ✓
Service Level Agreements
Why this is correct
SLA tracks case resolution timelines.
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