MB-910 Describe Dynamics 365 Customer Service Practice Question
Which TWO of the following are capabilities of Dynamics 365 Customer Service?
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
✓
Knowledge management
Options B and D are correct. Knowledge management allows creation and use of knowledge articles, which is a key capability of Dynamics 365 Customer Service. Case management enables tracking and resolution of customer issues. Options A (Project scheduling) belongs to Dynamics 365 Project Operations, C (Sales forecasting) belongs to Dynamics 365 Sales, and E (Product lifecycle management) belongs to Dynamics 365 Supply Chain Management.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Project scheduling
Why it's wrong here
Project scheduling is part of Dynamics 365 Project Operations.
- ✓
Knowledge management
Why this is correct
Knowledge management allows agents to create and use knowledge articles.
- ✗
Sales forecasting
Why it's wrong here
Sales forecasting is part of Dynamics 365 Sales.
- ✓
Case management
Why this is correct
Case management is a fundamental capability of Customer Service.
- ✗
Product lifecycle management
Why it's wrong here
Product lifecycle management is part of Dynamics 365 Supply Chain Management.
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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.