hardMultiple SelectObjective-mapped
MB-920 Practice Question: Implementing Dynamics 365 Customer Service and…
A company is implementing Dynamics 365 Customer Service and wants to use Copilot to improve agent productivity. Which TWO actions can Copilot perform in the customer service workspace?
⚠ Common exam trap
Many exam-takers confuse Copilot's generative AI capabilities (drafting and summarizing) with broader automation features like case creation or scheduling, which are handled by separate tools such as Power Automate or email rules.
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
✓
Draft an email response to a customer based on the conversation context
Copilot in Dynamics 365 Customer Service can draft an email response to a customer by analyzing the conversation context, including the case history and recent interactions, to generate a relevant reply. This leverages generative AI to summarize the context and produce a draft that agents can review and send, directly improving productivity by reducing manual typing. Option E is also correct because Copilot can summarize the case history for an agent when they open a case. This summary provides a concise overview of the case details, activities, and previous interactions, helping agents quickly understand the situation without manually reviewing long threads. Both actions leverage Copilot's generative AI to enhance agent efficiency, while options A, B, and D are typically handled by other automation or rules, not Copilot's core 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.
- ✗
Create a new case automatically when an email arrives
Why it's wrong here
Email-to-case is a separate feature; Copilot does not automatically create cases.
- ✗
Create a knowledge article from a resolved case
Why it's wrong here
Knowledge article creation is a manual process or uses other tools.
- ✓
Draft an email response to a customer based on the conversation context
Why this is correct
Copilot can generate draft replies using conversation context.
- ✗
Schedule a follow-up call with the customer
Why it's wrong here
Scheduling is not a Copilot capability in Customer Service.
- ✓
Summarize the case history for an agent when they open a case
Why this is correct
Copilot provides case summaries to help agents quickly understand the situation.
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