MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO actions can be performed using the Customer Service Admin Center? (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
✓
Set up queues for case routing
The Customer Service Admin Center allows administrators to set up queues for case routing (C) and configure user security roles (D). Managing knowledge articles (A) is done within the Knowledge Base settings. Configuring Copilot features (B) is handled in the Copilot settings. Viewing survey response analytics (E) is done in Dynamics 365 Customer Voice.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Manage knowledge articles
Why it's wrong here
Knowledge articles are managed in the Knowledge Base area of the Customer Service Hub, not the admin center.
- ✗
Configure Copilot features
Why it's wrong here
Copilot settings are configured in the Copilot admin center or environment settings, not the Customer Service Admin Center.
- ✓
Set up queues for case routing
Why this is correct
Queues are configured in the Customer Service Admin Center to manage work distribution.
- ✓
Configure user security roles
Why this is correct
User security roles can be managed in the Customer Service Admin Center under User Management.
- ✗
View survey response analytics
Why it's wrong here
Survey analytics are viewed in Customer Voice, not the admin center.
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