MB-910 Describe Dynamics 365 Customer Service Practice Question
Your company wants to provide self-service options for customers to find answers and submit cases without contacting an agent. Which feature should you implement?
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
✓
Customer Service Portal
Customer Service Portal provides a self-service portal where customers can find knowledge articles and submit cases without interacting with an agent. Option A is wrong because Unified Routing is for routing incoming cases or conversations to the appropriate agent, not for self-service. Option C is wrong because Knowledge Management alone provides the knowledge base but lacks the portal interface for customers to access it directly. Option D is wrong because Omnichannel for Customer Service is for managing multiple communication channels for live interactions, not for self-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.
- ✗
Unified Routing
Why it's wrong here
Unified Routing assigns cases to agents.
- ✓
Customer Service Portal
Why this is correct
Customer Service Portal provides self-service for knowledge and case submission.
- ✗
Knowledge Management
Why it's wrong here
Knowledge Management stores articles but needs a portal for self-service.
- ✗
Omnichannel for Customer Service
Why it's wrong here
Omnichannel is for live chat, voice, etc., not self-service.
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Written by Johnson Ajibi, MSc IT Security
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