MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO features in Dynamics 365 Customer Service help improve agent productivity by providing suggested actions or responses?
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 D are correct. Copilot for Service suggests responses and automated actions to agents, while Knowledge articles provide quick answers to resolve cases. Option A (Timeline) displays customer interaction history, not suggestions. Option C (Sentiment analysis) analyzes customer sentiment, not actions. Option E (Macros) automate repetitive steps but do not suggest responses or actions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Timeline
Why it's wrong here
Displays customer interaction history, not suggestions.
- ✓
Copilot for Service
Why this is correct
Suggests responses and automated actions to agents.
- ✗
Sentiment analysis
Why it's wrong here
Analyzes customer sentiment, not actions.
- ✓
Knowledge articles
Why this is correct
Provides quick answers to resolve cases.
- ✗
Macros
Why it's wrong here
Automates repetitive steps but does not suggest responses or actions.
Visual reference
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JA
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.