MB-910 Describe Dynamics 365 Customer Service Practice Question
Your organization is implementing Dynamics 365 Customer Service and wants to automatically suggest solutions to customers based on the case subject. Which AI feature should you configure?
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
✓
Case Suggestions
Case Suggestions uses AI to recommend similar resolved cases and knowledge articles based on the case subject, enabling agents to quickly find solutions for customers. Option A is incorrect because Sentiment Prediction analyzes customer feelings, not suggests solutions. Option B is incorrect because Intelligent Lead Scoring is a sales feature for prioritizing leads. Option D is incorrect because Article Suggestions suggests knowledge articles to agents, but this question specifically describes suggesting solutions automatically based on the case subject, which aligns with Case Suggestions.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Sentiment Prediction
Why it's wrong here
Sentiment Prediction detects customer sentiment in messages, not solution suggestions.
- ✗
Intelligent Lead Scoring
Why it's wrong here
Intelligent Lead Scoring is a Sales feature for ranking leads, not for Customer Service.
- ✓
Case Suggestions
Why this is correct
Case Suggestions uses AI to recommend relevant knowledge articles and similar resolved cases to agents, which can be shared with customers.
- ✗
Article Suggestions
Why it's wrong here
Article Suggestions is a feature that suggests articles to agents while editing a case, but it is not directly customer-facing.
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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.