MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO are benefits of using Customer Service Insights in Dynamics 365?
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
✓
Identify trends in customer issues
The correct answers are C (Identify trends in customer issues) and D (Monitor key performance indicators). Customer Service Insights provides analytics to identify trends in customer issues and monitor KPIs, enabling proactive service improvements. Option A (Chat with customers) is an Omnichannel capability, not a benefit of Insights. Option B (Create knowledge articles) is done in Knowledge Management. Option E (Route cases to appropriate agents) is a routing feature.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Chat with customers
Why it's wrong here
Chat is Omnichannel.
- ✗
Create knowledge articles
Why it's wrong here
Knowledge Base is for articles.
- ✓
Identify trends in customer issues
Why this is correct
Insights provides trend analysis.
- ✓
Monitor key performance indicators
Why this is correct
Insights dashboards show KPIs.
- ✗
Route cases to appropriate agents
Why it's wrong here
Routing is done by Unified Routing.
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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.