MB-910 Describe Dynamics 365 Customer Service Practice Question
Your organization uses Dynamics 365 Customer Service and wants to allow customers to submit service requests via a web portal and track the status. 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. This Power Apps portal enables customers to submit service requests (cases) and track their status through a web interface. Option A (Knowledge Base) is used for self-service article viewing, not case submission and tracking. Option B (Copilot for Service) assists agents with AI-powered suggestions, not customers. Option C (Power Automate) automates workflows but does not provide a customer-facing portal.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base stores internal articles, not customer submissions.
- ✗
Copilot for Service
Why it's wrong here
Copilot assists agents, not customers.
- ✗
Power Automate
Why it's wrong here
Power Automate automates workflows, not customer interaction.
- ✓
Customer Service Portal
Why this is correct
Portal enables customer self-service case submission and tracking.
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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.