MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO capabilities are provided by Copilot for Service 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
✓
Draft email responses to customers
Options A and B are correct: Copilot for Service can draft email responses to customers and summarize case details for agents. It does not perform real-time sentiment analysis (C), run macros on case records (D), or automatically create knowledge articles from cases (E).
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Draft email responses to customers
Why this is correct
Correct: Copilot can draft contextual email responses.
- ✓
Summarize case details for agents
Why this is correct
Correct: Copilot provides case summaries.
- ✗
Perform real-time sentiment analysis of customer chats
Why it's wrong here
Sentiment analysis is a separate feature, not part of Copilot.
- ✗
Run macros on case records
Why it's wrong here
Macros are a separate automation feature.
- ✗
Automatically create knowledge articles from cases
Why it's wrong here
Copilot can suggest content but does not automatically create knowledge articles.
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Written by Johnson Ajibi, MSc IT Security
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