MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO features in Dynamics 365 Customer Service help improve agent productivity by reducing manual data entry?
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
✓
Copilot for Service
Options B and C are correct. Copilot for Service uses AI to auto-generate responses and summarize cases, reducing manual data entry. Macros automate repetitive actions such as field updates and email sending, further cutting down manual entry. Option A (SLA KPIs) tracks service level metrics but does not reduce data entry. Option D (Timeline) displays case history without automating input. Option E (Customer Service Insights) provides analytics, not direct data entry reduction.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
SLA KPIs
Why it's wrong here
SLA KPIs track service level metrics, not reduce data entry.
- ✓
Copilot for Service
Why this is correct
Copilot for Service uses AI to auto-generate responses and summarize cases, reducing manual typing.
- ✓
Macros
Why this is correct
Macros automate repetitive actions like updating fields or sending emails, reducing manual data entry.
- ✗
Timeline
Why it's wrong here
Timeline shows case history and activities but does not automate data entry.
- ✗
Customer Service Insights
Why it's wrong here
Customer Service Insights provides analytics and dashboards, not direct reduction of manual entry.
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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.