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
✓
Knowledge article management
Options B, C, and E are correct: Knowledge article management, Omnichannel for Customer Service, and Copilot in Customer Service are core features of Dynamics 365 Customer Service. Option A is incorrect because customer journey design belongs to Dynamics 365 Marketing. Option D is incorrect because predictive lead scoring belongs to 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.
- ✗
Customer journey design
Why it's wrong here
Marketing feature.
- ✓
Knowledge article management
Why this is correct
Self-service and agent use.
- ✓
Omnichannel for Customer Service
Why this is correct
Multi-channel engagement.
- ✗
Predictive lead scoring
Why it's wrong here
Sales feature.
- ✓
Copilot in Customer Service
Why this is correct
AI assistance.
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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.