MB-910 Describe Dynamics 365 Customer Service Practice Question
Your organization uses Dynamics 365 Customer Service and wants to automatically route incoming cases from phone calls to the appropriate agent based on skill. 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
✓
Omnichannel for Customer Service
Omnichannel for Customer Service enables skill-based routing and unified queuing for multiple channels including voice. Option A (Knowledge Base) is wrong because it is for articles. Option B (Service Calendar) is wrong because it schedules resources. Option C (Entitlements) is wrong because they define support terms. Option D (Omnichannel for Customer Service) is correct because it provides skill-based routing capabilities.
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 is for articles, not routing.
- ✗
Service Calendar
Why it's wrong here
Service Calendar is used for scheduling field service or appointments, not routing cases.
- ✗
Entitlements
Why it's wrong here
Entitlements define what support a customer is entitled to, not routing logic.
- ✓
Omnichannel for Customer Service
Why this is correct
Omnichannel provides unified routing across channels (including voice) and supports skill-based assignment.
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