MB-910 Describe Dynamics 365 Customer Service Practice Question
Your organization wants to allow customers to view their case history and submit new requests through a portal. Which Dynamics 365 Customer Service feature should you enable?
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
The Customer Service portal (Power Apps portal) enables self-service capabilities, allowing customers to view case history and submit new requests. Omnichannel for Customer Service (Option D) is for real-time agent-assisted conversations, not a self-service portal. Knowledge Base (Option B) is a repository for agents, not a customer-facing portal. Copilot (Option C) is an AI assistant for agents, not a customer-facing feature.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Customer Service portal
Why this is correct
The portal allows customers to log in, view their cases, and submit new requests.
- ✗
Knowledge Base
Why it's wrong here
Knowledge Base stores articles but does not provide case management or history to customers.
- ✗
Copilot
Why it's wrong here
Copilot assists agents, not customers directly.
- ✗
Omnichannel for Customer Service
Why it's wrong here
Omnichannel is for agents to manage conversations from multiple channels, not a customer portal.
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