Explore the core capabilities of customer engagement apps in Dynamics 365 →easyMultiple SelectObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
Which TWO record types can be associated with a Case in Dynamics 365 Customer Service to provide additional context? (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
✓
Entitlement
Correct answers: A and C. Entitlements define support terms and can be associated with a case to provide context on service coverage. Knowledge Articles provide self-help information and can be linked to a case to offer solutions. Invoices (B), Marketing Lists (D), and Leads (E) are not typically associated with cases for context in Dynamics 365 Customer Service.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Entitlement
Why this is correct
Entitlements define what support a customer is entitled to and are linked to cases.
- ✗
Invoice
Why it's wrong here
Invoices are financial documents, not directly related to cases.
- ✓
Knowledge Article
Why this is correct
Knowledge articles can be linked to a case to provide resolution steps.
- ✗
Marketing List
Why it's wrong here
Marketing lists are used for campaigns, not cases.
- ✗
Lead
Why it's wrong here
Leads are sales records; they are not typically associated with support cases.
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