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MB-920 Practice Question: A Dynamics 365 Customer Service agent is using…
A Dynamics 365 Customer Service agent is using Copilot to draft email responses to customers. The agent notices that Copilot sometimes suggests responses that include incorrect information about the company's return policy. What should the agent do to ensure accurate responses?
⚠ Common exam trap
Many candidates think providing feedback (Option D) is the correct immediate action, but the question asks what the agent should do to ensure accurate responses before sending, which requires editing, not just rating.
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
✓
Edit the suggested response to correct the inaccuracies before sending
Copilot in Dynamics 365 Customer Service generates draft responses based on available data, but it may not always reflect the most current or accurate policy details. The agent is responsible for reviewing and editing the suggested content before sending, ensuring the final response is accurate and compliant with company policies. This aligns with the principle that Copilot is an assistive tool, not a replacement for human judgment.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Disable Copilot and draft all responses manually
Why it's wrong here
This avoids the issue but eliminates productivity gains; better to correct.
- ✓
Edit the suggested response to correct the inaccuracies before sending
Why this is correct
The agent should review and edit Copilot suggestions to ensure accuracy.
- ✗
Ask the administrator to change the Copilot language model
Why it's wrong here
The language model is not configurable per user; the issue is likely data quality.
- ✗
Provide feedback to Copilot by rating the response as unhelpful
Why it's wrong here
Feedback helps improve future versions but does not immediately fix the current response.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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