MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO channels can be managed using Omnichannel for 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
✓
SMS
Options D and E are correct. SMS and Live chat are channels natively supported by Omnichannel for Customer Service. Option A is wrong because fax is not a supported channel. 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.
Answer analysis
Option-by-option breakdown
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.
- ✗
Email
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.
- ✓
Live chat
Why this is correct
Live chat is a primary channel in Omnichannel.
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Written by Johnson Ajibi, MSc IT Security
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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.