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MB-910 Omnichannel engagement Practice Question
Which THREE of the following are capabilities of 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
✓
Omnichannel engagement
Dynamics 365 Customer Service includes omnichannel engagement (B), knowledge management (D), and Service Level Agreements (SLAs) (E) as core capabilities. Marketing email campaigns (A) belong to Dynamics 365 Marketing, and lead management (C) belongs to Dynamics 365 Sales. Thus, the correct answers are B, D, and E.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Marketing email campaigns
Why it's wrong here
Marketing email campaigns are part of Dynamics 365 Marketing.
- ✓
Omnichannel engagement
Why this is correct
Omnichannel is a key capability of Customer Service.
- ✗
Lead management
Why it's wrong here
Lead management is part of Dynamics 365 Sales.
- ✓
Knowledge management
Why this is correct
Knowledge articles are used in Customer Service for self-help.
- ✓
Service Level Agreements (SLAs)
Why this is correct
SLAs are used in Customer Service to track case resolution times.
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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.