MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO features of Dynamics 365 Customer Service help agents maintain context and reduce handle time? (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
✓
Agent Script with Macro
Agent Script with Macro (Option B) and Copilot (Option D) are both designed to improve agent efficiency by providing guided steps and AI-generated responses, helping maintain context and reduce handle time. Option A (Queue) is for routing interactions but does not directly maintain context or reduce handle time. Option C (Knowledge Base) is a passive repository that requires agents to actively search, which does not actively reduce handle time. Option E (Timeline control) provides historical context but does not actively reduce handle time.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Queue
Why it's wrong here
Queues are used for routing interactions to agents but do not directly help maintain context or reduce handle time.
- ✓
Agent Script with Macro
Why this is correct
Agent Scripts with Macros provide guided steps and automate repetitive tasks, helping agents maintain context and reduce handle time.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base is a repository of articles that requires manual search by agents, so it does not actively maintain context or reduce handle time.
- ✓
Copilot
Why this is correct
Copilot offers AI-powered suggestions and responses, enabling agents to maintain context and resolve issues faster, reducing handle time.
- ✗
Timeline control
Why it's wrong here
Timeline control shows a history of interactions, providing context but not directly reducing handle time.
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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.