MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO features help agents maintain context when moving between cases?
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
✓
Session management
Options A and B are correct. Session management and application tab templates help agents keep context across cases.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Session management
Why this is correct
Sessions keep context for each case.
- ✓
Application tab templates
Why this is correct
Tabs can be configured to show related records.
- ✗
Automatic case closure
Why it's wrong here
Closure ends context.
- ✗
Customer Service Insights
Why it's wrong here
Insights is for analytics.
- ✗
Power Automate flows
Why it's wrong here
Flows automate processes, not maintain context.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.