Explore the core capabilities of customer engagement apps in Dynamics 365 →mediumMultiple SelectObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
Which TWO capabilities are included in Dynamics 365 Customer Insights? (Select two.)
⚠ Common exam trap
A common mix-up: candidates confuse the predictive analytics capabilities of Customer Insights (which are AI-driven and customer-centric) with the operational features of other Dynamics 365 apps, such as case routing in Customer Service or lead scoring in Sales.
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
✓
Unify customer data from multiple sources into a single profile
Dynamics 365 Customer Insights provides a data unification capability that ingests customer data from multiple sources (e.g., CRM, ERP, transactional systems) and resolves identities to create a single, comprehensive customer profile. This is the core feature of the Customer Data Platform (CDP) within Dynamics 365, enabling a 360-degree view of the customer.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Unify customer data from multiple sources into a single profile
Why this is correct
Customer Insights uses data unification to create a 360-degree view.
- ✗
Automatic case routing based on priority
Why it's wrong here
Case routing is part of Customer Service.
- ✗
Scheduling field service appointments
Why it's wrong here
Field Service handles scheduling.
- ✗
Lead scoring based on conversion probability
Why it's wrong here
Lead scoring is a Sales Insights feature, not Customer Insights.
- ✓
AI-driven predictive models for churn and lifetime value
Why this is correct
Customer Insights includes AI models for predictions.
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