MB-910 Describe Dynamics 365 Customer Service Practice Question
You are a Dynamics 365 Customer Service administrator for a financial services company. The company uses Omnichannel for Customer Service to handle customer inquiries via chat and phone. The compliance team requires that all customer interactions are recorded and stored for auditing purposes, including chat transcripts and phone call recordings. Additionally, the recordings must be retained for at least seven years. The company uses Microsoft Purview for compliance and data governance. You need to configure the system to meet these requirements. Which action should you take?
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
✓
Enable recording and retention policies in Microsoft Purview and integrate with Dynamics 365 Customer Service.
Microsoft Purview integrates with Dynamics 365 Customer Service to enable recording of chat transcripts and phone call recordings, and allows you to set retention policies to meet the seven-year requirement. Option A is incorrect because Customer Service Insights is an analytics tool and does not handle recording or retention. Option C is incorrect because while Azure Blob Storage can store recordings, it requires custom development via Power Automate, whereas Purview provides a direct, built-in compliance solution. Option D is incorrect because Copilot for Service is an AI assistant feature, not a logging or retention mechanism.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use Customer Service Insights to export reports of interactions and store them in a SharePoint document library.
Why it's wrong here
Insights is for analytics, not recording retention.
- ✓
Enable recording and retention policies in Microsoft Purview and integrate with Dynamics 365 Customer Service.
Why this is correct
Purview provides retention policies that can be applied to recordings.
- ✗
Store call recordings in Azure Blob Storage and implement a custom retention policy using Power Automate.
Why it's wrong here
This is possible but not the recommended out-of-the-box approach; Purview is the standard compliance tool.
- ✗
Configure Copilot for Service to log all interactions and store them in a custom database.
Why it's wrong here
Copilot does not handle recording retention.
Quick reference
Azure Blob Storage Tier Comparison
| Tier | Storage Cost | Retrieval Cost | Latency | Use Case |
|---|---|---|---|---|
| Hot | Highest | Lowest | Immediate | Active data, frequent reads |
| Cool | Lower | Higher | Immediate | Data accessed < once / month |
| Cold | Lower still | Higher | Immediate | Data accessed < once / quarter |
| Archive | Lowest | Highest + rehydration delay | Hours | Long-term compliance retention |
Go deeper
Related to this question
About these practice questions
Courseiva writes every MB-910 question from scratch — 941 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
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.