Quick Answer
The answer is live chat and SMS, as these are the two channels natively managed by Omnichannel for Customer Service. This is because Omnichannel is designed to unify real-time digital communication streams—such as live chat, SMS, and social messaging—into a single agent interface, allowing seamless handling without switching applications. On the Microsoft Dynamics 365 Fundamentals CRM MB-910 exam, this question tests your understanding of which channels are directly supported versus those handled by separate modules; a common trap is confusing email, which relies on the email-to-case feature rather than native Omnichannel management, or selecting in-person or fax, which are not digital channels. To remember, think of Omnichannel as covering only instant, two-way digital conversations—live chat and SMS fit this, while email and fax are asynchronous or legacy. A helpful mnemonic is “Chat and Text, not Fax or In-Person next.”
This MB-910 practice question tests your understanding of describe dynamics 365 customer service. Read the scenario carefully and evaluate each option against the stated constraints before committing to an answer. After answering, compare your reasoning against the explanation and wrong-answer breakdown below. Once you have made your selection, read the full explanation to reinforce the concept and understand why each distractor is designed to mislead on exam day.
Which TWO channels can be managed using Omnichannel for Customer Service?
Fax
Why wrong: Fax is not a supported channel in Omnichannel.
Why wrong: Email is handled separately via email-to-case, not Omnichannel.
In-person
Why wrong: In-person interactions are not a digital channel.
SMS
SMS is supported by Omnichannel.
Live chat
Live chat is a primary channel in Omnichannel.
Answer choices
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
SMS
Options A and D are correct. Live chat and SMS are channels supported by Omnichannel. Option B is wrong because email is not natively managed by Omnichannel (it uses email-to-case). Option C is wrong because in-person is not a digital channel. Option E is wrong because fax is not supported.
Key principle: NAT direction and interface roles matter as much as the IP address mapping. Inside/outside designation controls which traffic is translated.
Answer analysis
For each option: why learners choose it and why it is or isn't the right answer here.
Fax
Why it's wrong here
Fax is not a supported channel in Omnichannel.
Why it's wrong here
Email is handled separately via email-to-case, not Omnichannel.
In-person
Why it's wrong here
In-person interactions are not a digital channel.
SMS
Why this is correct
SMS is supported by Omnichannel.
Related concept
Static NAT maps one inside address to one outside address.
Live chat
Why this is correct
Live chat is a primary channel in Omnichannel.
Related concept
Static NAT maps one inside address to one outside address.
Common exam traps
NAT is not only about the public address. The inside/outside interface roles and the ACL or rule that matches traffic are just as important.
Detailed technical explanation
NAT questions usually test address translation, overload/PAT behaviour, static mappings and whether the right traffic is being translated. Read the interface direction and address terms carefully.
Key takeaway
NAT direction and interface roles matter as much as the IP address mapping. Inside/outside designation controls which traffic is translated.
Real-world example
A cloud solutions architect for a retail company is evaluating services for a new workload. The correct answer here reflects best practice for the specific scenario described — not a general cloud recommendation. NAT direction and interface roles matter as much as the IP address mapping. Inside/outside designation controls which traffic is translated. Cloud exam questions reward reading the constraint carefully: the same technology can be right or wrong depending on the use case.
What to study next
Review the four NAT address types (inside local, inside global, outside local, outside global), PAT port overload, and static vs dynamic NAT use cases. Then practise related MB-910 NAT questions on configuration and troubleshooting.
Describe Dynamics 365 Customer Service — study guide chapter
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FAQ
Describe Dynamics 365 Customer Service — This question tests Describe Dynamics 365 Customer Service — Static NAT maps one inside address to one outside address..
The correct answer is: SMS — Options A and D are correct. Live chat and SMS are channels supported by Omnichannel. Option B is wrong because email is not natively managed by Omnichannel (it uses email-to-case). Option C is wrong because in-person is not a digital channel. Option E is wrong because fax is not supported.
Review the four NAT address types (inside local, inside global, outside local, outside global), PAT port overload, and static vs dynamic NAT use cases. Then practise related MB-910 NAT questions on configuration and troubleshooting.
Static NAT maps one inside address to one outside address.
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Last reviewed: Jun 21, 2026
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