Explore the core capabilities of customer engagement apps in Dynamics 365 →mediumMultiple SelectObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
Which TWO actions can a marketing user perform using Dynamics 365 Customer Insights? (Choose TWO.)
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
✓
Create customer segments based on behavior
Options B and C are correct because Dynamics 365 Customer Insights allows marketing users to create customer segments based on behavior and generate predictive insights about churn. Option A is incorrect because routing support cases to queues is a feature of Dynamics 365 Customer Service, not Customer Insights. Option D is incorrect because drafting emails using Copilot is a feature of Dynamics 365 Sales or Marketing, not Customer Insights. Option E is incorrect because creating sales orders is managed in 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.
- ✗
Route support cases to queues
Why it's wrong here
Case routing is Customer Service.
- ✓
Create customer segments based on behavior
Why this is correct
Segmentation is a core feature.
- ✓
Generate predictive insights about churn
Why this is correct
Predictive insights are part of Customer Insights.
- ✗
Draft emails using Copilot
Why it's wrong here
Email drafting is Sales Copilot.
- ✗
Create sales orders
Why it's wrong here
Sales orders are in Sales module.
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