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?
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
✓
SLA tracking
Options A, B, and E are correct. Dynamics 365 Customer Service includes SLA tracking, case management, and knowledge base functionality. Option C (campaign analytics) is a feature of Dynamics 365 Marketing, not Customer Service. Option D (lead scoring) is a feature of Dynamics 365 Sales.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
SLA tracking
Why this is correct
Monitors service level agreements.
- ✓
Case management
Why this is correct
Core feature for handling customer issues.
- ✗
Campaign analytics
Why it's wrong here
Marketing feature.
- ✗
Lead scoring
Why it's wrong here
Sales feature, not Customer Service.
- ✓
Knowledge base
Why this is correct
Repository of articles for agents and customers.
Go deeper
Related to this question
About these practice questions
Courseiva writes every MB-910 question from scratch — 941 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
JA
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.