MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO are benefits of using Customer Service workspace?
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
✓
Agents can work on multiple cases simultaneously using multiple sessions and tabs
Customer Service workspace provides a unified interface with multiple sessions and application tabs, and integrates knowledge articles for agent efficiency. It does not automate case creation from emails (that's Email-to-Case) and is not a self-service portal.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Provides a self-service portal for customers
Why it's wrong here
Workspace is for agents.
- ✓
Agents can work on multiple cases simultaneously using multiple sessions and tabs
Why this is correct
Workspace supports multi-session.
- ✗
Customers can create cases directly from the portal
Why it's wrong here
That's a portal feature.
- ✓
Agents can access knowledge articles without leaving the case
Why this is correct
Knowledge articles are integrated.
- ✗
Automatically creates cases from incoming emails
Why it's wrong here
That's Email-to-Case.
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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.