MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO features in Dynamics 365 Customer Service help improve agent productivity?
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
Options A (Copilot) and E (Quick Replies) improve agent productivity: Copilot uses AI to assist agents with responses and tasks, while Quick Replies provide pre-defined responses to common issues, saving time. Option B (Service Level Agreements) is for management, not direct productivity. Option C (Timeline) shows history but doesn't improve speed. Option D (Unified Routing) distributes work but doesn't directly boost agent efficiency.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Copilot
Why this is correct
Copilot helps agents with AI suggestions.
- ✗
Service Level Agreements
Why it's wrong here
SLA tracks performance, not productivity.
- ✗
Timeline
Why it's wrong here
Timeline shows history, not productivity.
- ✗
Unified Routing
Why it's wrong here
Routing assigns work, not direct productivity.
- ✓
Quick Replies
Why this is correct
Quick Replies speed up responses.
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