MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO actions can be performed using Copilot for Service 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
✓
Draft an email reply to a customer
Options A and E are correct. Copilot for Service can summarize a case history and draft email replies to customers. Option C is incorrect because creating a new SLA KPI instance is not a Copilot capability; it is a manual or automation workflow task. The other options (B and D) are also not supported by Copilot for Service.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Draft an email reply to a customer
Why this is correct
Copilot can draft email responses.
- ✗
Automatically update case status based on sentiment
Why it's wrong here
Sentiment analysis is separate, not automatic update.
- ✗
Create a new SLA KPI instance
Why it's wrong here
SLA creation is administrative, not Copilot.
- ✗
Run a Power BI report
Why it's wrong here
Copilot does not run reports directly.
- ✓
Summarize a case history
Why this is correct
Copilot can generate case summaries.
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Written by Johnson Ajibi, MSc IT Security
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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.