MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO components are part of the core functionality in Dynamics 365 Customer Service? (Choose two.)
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
✓
Case management
Case management (C) and Knowledge Base (D) are core components of Dynamics 365 Customer Service. Case management handles customer inquiries and issues, while Knowledge Base provides a repository of articles for agents and customers. Field Service scheduling (A) is part of Dynamics 365 Field Service, a separate app. Project management (B) is part of Dynamics 365 Project Operations. Sales management (E) is part of Dynamics 365 Sales.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Field Service scheduling
Why it's wrong here
Field Service is a separate module.
- ✗
Project management
Why it's wrong here
Project Operations is separate.
- ✓
Case management
Why this is correct
Case management is a fundamental feature.
- ✓
Knowledge Base
Why this is correct
Knowledge Base is a core component for storing articles.
- ✗
Sales management
Why it's wrong here
Sales is part of Dynamics 365 Sales, not Customer Service.
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