MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO are benefits of 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
✓
Drafts email responses based on context
Options C and D are correct because Copilot for Service can draft email responses based on context and summarize case history to help agents work more efficiently. Option A is incorrect because Copilot does not reduce the number of channels; it works across multiple channels. Option B is incorrect because routing cases is done by routing rules or AI-based routing, not by Copilot for Service. Option E is incorrect because SLA KPIs are typically set up separately; Copilot does not automatically create them.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Reduces number of channels needed
Why it's wrong here
Copilot does not reduce the number of channels; it works across multiple channels.
- ✗
Routes cases to the best agent
Why it's wrong here
Routing cases is done by routing rules or AI-based routing, not by Copilot for Service.
- ✓
Drafts email responses based on context
Why this is correct
Copilot can draft email responses based on context, aiding agents.
- ✓
Summarizes case history for agents
Why this is correct
Copilot can summarize case history to help agents quickly understand the context.
- ✗
Automatically creates SLA KPIs
Why it's wrong here
SLA KPIs are typically set up separately; Copilot does not automatically create them.
Go deeper
Related to this question
About these practice questions
One of 941 original MB-910 practice questions on Courseiva, each with a full explanation and wrong-answer analysis — not exam dumps or protected exam content. Learn why practice questions differ from exam dumps →
JA
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.