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MB-910 Knowledge management Practice Question
Which TWO capabilities are included 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
✓
Knowledge management
Options A and E are correct. Dynamics 365 Customer Service includes knowledge management (A) and case management (E). Option B is incorrect because predictive lead scoring is a capability of Dynamics 365 Sales. Option C is incorrect because survey creation is part of Dynamics 365 Customer Voice. Option D is incorrect because work order management belongs to Dynamics 365 Field Service.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Knowledge management
Why this is correct
Allows creation and use of knowledge articles.
- ✗
Predictive lead scoring
Why it's wrong here
Belongs to Sales Insights.
- ✗
Survey creation
Why it's wrong here
Part of Customer Voice.
- ✗
Work order management
Why it's wrong here
Part of Field Service.
- ✓
Case management
Why this is correct
Core feature of Customer Service.
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