MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO benefits does the Customer Service Insights dashboard provide?
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
✓
Topic clustering to identify common issues
Options D and E are correct. Customer Service Insights dashboard provides topic clustering to identify common issues and historical trend analysis of case volumes. It does not offer direct creation of knowledge articles from cases, real-time agent monitoring, or live chat with customers.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Direct creation of knowledge articles from cases
Why it's wrong here
Knowledge article creation is not part of Insights.
- ✗
Real-time agent monitoring
Why it's wrong here
Real-time monitoring is provided by the supervisor dashboard.
- ✗
Live chat with customers
Why it's wrong here
Live chat is via Omnichannel.
- ✓
Topic clustering to identify common issues
Why this is correct
AI-driven topic clustering is a feature of Insights.
- ✓
Historical trend analysis of case volumes
Why this is correct
Customer Service Insights provides historical analytics.
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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.