Microsoft · Free Practice Questions · Last reviewed May 2026
30real exam-style questions organised by domain, each with the correct answer highlighted and a plain-English explanation of why it's right — and why the others are wrong.
18% of exam · 6 sample questions below
A sales representative needs to view the latest interaction history with a customer before a meeting. Which Dynamics 365 app provides a timeline of emails, calls, and appointments directly on the contact record?
Power Apps
Customer Service Workspace
Customer Insights
Dynamics 365 Sales
Dynamics 365 Sales surfaces the contact timeline natively, aggregating emails, calls, and appointments against the contact record. This satisfies the stem's requirement to view interaction history before a meeting without switching apps. The timeline is core Sales functionality, not an add-on, so the sales representative sees everything in context.
A customer service manager wants to identify recurring issues by analyzing case data. Which Dynamics 365 feature should they use to create visualizations and dashboards?
Copilot
Power BI integration
Power BI integration lets Dynamics 365 case data flow into rich interactive visualisations and dashboards, exposing recurring issue patterns. Native charts lack this analytical depth, so the manager gains the trend analysis the scenario requires.
Customer Voice
Customer Service Workspace
Your organization uses Dynamics 365 Sales and wants to automatically score leads based on demographic and behavioral data. Which feature should you configure?
Copilot
Power Automate flows
Customer Insights
Predictive Lead Scoring
Predictive Lead Scoring builds a machine-learning model from historical demographic and behavioural data, then continuously assigns each lead a score reflecting conversion likelihood. This directly satisfies the stem's requirement to score leads automatically from both data types, unlike manual scoring rules or simple qualification frameworks.
A field service technician needs to view assigned work orders and update their status on a mobile device while offline. Which Dynamics 365 app is designed for this scenario?
Power Apps mobile
Dynamics 365 Remote Assist
Customer Service Workspace
Dynamics 365 Field Service mobile app
The Field Service mobile app runs on iOS and Android with offline-capable work order data, letting technicians view assigned jobs and update statuses without connectivity. Changes synchronise once the device reconnects, matching the offline requirement exactly.
A marketing team wants to track the effectiveness of an email campaign by measuring open rates and click-through rates. Which Dynamics 365 app provides these analytics?
Power BI
Dynamics 365 Sales
Dynamics 365 Marketing
Dynamics 365 Marketing supplies the email analytics the team needs, reporting opens and click-throughs against each send. Its customer journey orchestration captures interaction data directly, satisfying the stem's requirement to measure campaign effectiveness without third-party tooling.
Customer Insights
Your Dynamics 365 environment has multiple business units and you need to ensure that sales representatives can only view leads assigned to their own business unit. What should you configure?
Create teams and share leads
Use hierarchy security
Set field security profiles
Configure security roles with business unit access level
Configuring security roles with business unit access level is the correct method. It sets the default scope of data visibility for users assigned that role, ensuring they only see records from their own business unit.
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Practice this domain18% of exam · 6 sample questions below
A company wants to use Dynamics 365 Customer Insights to create a unified customer profile. The data sources include a CRM system, a loyalty program database, and web analytics. What is the first step they should take?
Define unification rules
Set up connections to Power BI
Configure data sources and ingest data
Customer Insights unifies profiles only after data is connected, so the first step is configuring the CRM, loyalty, and web analytics sources and ingesting their data. Unification, matching, and enrichment all depend on that ingested data.
Create a customer segment
A marketing team notices that a segment based on 'high-value customers' returns fewer records than expected. The segment criteria include 'Total Purchase Amount > $500' and 'Last Purchase Date within 90 days'. The data source is updated nightly. What is the most likely cause?
The segment was not refreshed after data update
Segment membership is computed at refresh time, not continuously. Because the source data is only updated nightly, the segment must be re-evaluated afterwards to include newly qualifying customers; until that refresh runs, the segment still reflects the previous evaluation and returns fewer records than the underlying data now supports.
The data source credentials are expired
The segment includes too many conditions
The customer profiles are not unified
A manager wants to understand the lifetime value of customers and predict future purchases. Which capability of Dynamics 365 Customer Insights should they use?
Segmentation
Data profiling
Predictive models
Predictive models in Customer Insights use historical transaction and profile data to forecast future behaviour, including customer lifetime value and likely purchases. Measures alone aggregate past activity; prediction requires the machine learning models this capability provides.
Data sources
Which feature in Dynamics 365 Customer Insights allows you to combine data from multiple sources into a single customer view?
Data unification
Data unification (previously called merge) is the Customer Insights process that ingests multiple source tables, applies deduplication matching rules, and consolidates records into one unified customer profile entity, directly satisfying the requirement to combine sources into a single view.
Data export
Data profiling
Data transformation
A Customer Insights administrator receives an error when trying to ingest a CSV file from Azure Blob Storage. The error message says 'Access denied'. What is the most likely cause?
The connection string or SAS token is invalid or expired
Ingestion authenticates to Azure Blob Storage using either a connection string or a SAS token. An expired SAS token or malformed connection string fails authentication before any data is read, producing the 'Access denied' error rather than a schema or format failure.
The CSV format is incompatible
The CSV file is too large
The schema does not match the mapping
A company has multiple business units that each use a separate CRM system. They want to use Customer Insights to create a single view of customers across these systems. Which feature should they use?
Measures
Data sources
Data unification
Data unification applies identity resolution and merging to combine records from separate CRM systems into one consolidated customer profile. Ingestion alone leaves duplicates; unification matches and merges them, delivering the single cross-system view the company needs.
Segments
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Practice this domain23% of exam · 6 sample questions below
A sales rep wants to quickly see a list of their upcoming meetings and tasks related to their opportunities without navigating away from the opportunity record. What feature should they use?
The Relationship Assistant.
The Notes section on the opportunity form.
The Timeline control on the opportunity form.
The Timeline control surfaces activities, appointments and tasks linked to the opportunity directly on its form, so the sales rep sees upcoming meetings without leaving the record. This satisfies the constraint of viewing related items in context, unlike separate views or dashboards that require navigation away.
The Associated View for the opportunity.
A sales manager wants to analyze the sales pipeline and identify deals that are at risk of not closing on time. Which dashboard type should they use?
Sales Manager Goal dashboard.
Sales Pipeline dashboard.
The Sales Pipeline dashboard aggregates opportunity records by stage, estimated revenue and close date, surfacing deals slipping past expected close. This directly satisfies the manager's need to analyse pipeline health and flag at-risk deals, unlike activity or lead-focused dashboards.
Sales Activity dashboard.
Lead Generation dashboard.
Which TWO actions can be performed using a business process flow in Dynamics 365 Sales?
Enforce that all fields in the opportunity form are required.
Automatically create a phone call activity when moving to a new stage.
Business process flows can create records automatically when stage changes.
Define a sequence of stages and steps for a sales process.
Business process flows guide users through stages and steps.
Automatically send an email when an opportunity is won.
Control which users can view or edit opportunities.
A sales representative wants to view a list of all activities related to a specific opportunity, including emails, phone calls, and meetings. Where should the representative look in Dynamics 365 Sales?
Sales Insights dashboard
Associated View for activities
Timeline control on the opportunity record
The Timeline control aggregates all activity records linked to the opportunity, including emails, phone calls and meetings, in one chronological view. It reads directly from the related activities, so the representative sees the complete interaction history without switching records.
Activity entity in Advanced Find
Which TWO options are benefits of using the Dynamics 365 Sales mobile app?
Access to all custom entities and fields without limitations
Automatic data synchronization with external CRM systems
Role-based tailored experiences for sales representatives
Role-based tailored experiences surface only the records, KPIs and actions relevant to each seller's territory and role, reducing navigation on a small screen. This directly satisfies the stem's benefit requirement by letting representatives work their pipeline efficiently without wading through unrelated entities.
Offline access to relevant sales data
Offline access caches sales records locally so representatives can view and update accounts, contacts and opportunities without connectivity, then syncs changes when the device reconnects. This satisfies the stem's benefit requirement by enabling field selling in locations with unreliable mobile networks.
Full administrative capabilities for system configuration
A sales manager wants to track the progress of deals through the sales pipeline. Which TWO actions can be performed using the opportunity entity in Dynamics 365 Sales?
Define the stages of the sales process and track which stage each deal is in
The opportunity entity includes a configurable business process flow with stages, letting the sales manager define pipeline stages and see which stage each deal occupies. This directly satisfies the requirement to track deal progress through the sales pipeline.
Send bulk email campaigns to all contacts associated with an opportunity
Create quotes directly from an opportunity without any manual data entry
Record the estimated close date and revenue for a potential sale
Opportunity records store estimated close date and estimated revenue fields, enabling the sales manager to forecast potential sales and track expected deal value. This satisfies the requirement to monitor pipeline progress using quantitative deal data.
Automatically generate invoices for closed won opportunities
Want more Describe Dynamics 365 Sales practice?
Practice this domain23% of exam · 6 sample questions below
A customer service manager wants to automatically categorize incoming cases based on keywords in the subject line. Which feature should they use?
Set up a queue
Define a routing rule set
Routing rule sets evaluate case fields such as the subject line against conditions, then automatically route or categorise the case to the correct queue. This satisfies the stem's keyword-based categorisation requirement without requiring custom code or manual triage by the service team.
Create a service-level agreement (SLA)
Use the timeline wall
A support agent needs to temporarily escalate a case to a senior engineer without reassigning ownership. The senior engineer should be able to view and collaborate on the case. What should the agent do?
Route the case to a queue the senior engineer monitors
Reassign the case to the senior engineer
Add the senior engineer as a case participant
Adding the senior engineer as a case participant grants view and collaboration rights on that specific case while the support agent retains ownership, satisfying the temporary escalation requirement without reassignment. Participant access is scoped to the individual record, so no broader queue or security role permissions are granted.
Create a child case and link it
A customer contacts support about a recurring issue. The agent wants to quickly find if a knowledge article exists for this issue. Where should the agent look first?
Use the knowledge base search within the case form
The case form embeds a knowledge base search control, letting the agent query published articles by keyword or title without leaving the record. This is the fastest first step before authoring a new article or escalating, directly addressing the need to find existing guidance quickly.
Check the case timeline for notes
Review the customer's chat transcripts
Look up the customer's account record
An organization wants to give customers the ability to view their own support cases through a portal. Which Dynamics 365 Customer Service feature should be implemented?
Unified Service Desk
Field Service Mobile App
Dynamics 365 Marketing
Customer Service Portal
The Customer Service Portal exposes a self-service web interface where customers authenticate and view their own case records, statuses, and updates. This satisfies the requirement for customer-facing case visibility without granting access to internal Dynamics 365 Customer Service workspaces.
A company is implementing Dynamics 365 Customer Service. Which THREE features are available out-of-the-box to improve agent productivity?
Case management
Core functionality.
SLA management
Available out-of-the-box.
Omnichannel for Customer Service
Automated machine learning
Knowledge management
Built-in knowledge base.
A company uses Dynamics 365 Customer Service to manage support cases. They want to ensure that when a customer sends an email to the support address, a new case is automatically created from the email. Which feature should be configured?
Define a Service Level Agreement (SLA) for email responses
Convert incoming emails to activities
Set up a queue for email
Configure Email-to-Case automation
Email-to-Case automation converts incoming messages at the support mailbox into case records automatically, satisfying the requirement that a new case be created from each customer email. It also supports queuing and case creation rules for routing.
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Practice this domain18% of exam · 6 sample questions below
A company wants to reduce the number of repeat visits by ensuring that technicians have the right parts when they arrive. Which approach should the company use?
Use Resource Scheduling Optimization to assign the nearest technician.
Set up inventory management to track parts and replenish van stock.
Tracking parts and replenishing van stock directly addresses the stem's constraint: technicians lacking the right parts on arrival. Inventory management maintains accurate stock levels per van, triggering replenishment before depletion, so first-time fix rates rise and repeat visits fall. This is the operational mechanism the scenario requires, unlike scheduling or routing changes.
Require technicians to use the mobile app to view work order details.
Enable the customer portal for customers to order parts.
A company wants to offer customers the ability to schedule their own appointments online. Which Dynamics 365 Field Service feature should they use?
Schedule board
Resource Scheduling Optimization
Field Service mobile app
Customer portal
The customer portal lets customers book their own appointments online, writing requests directly into Dynamics 365 Field Service. It satisfies the self-scheduling requirement without staff intervention, unlike internal scheduling tools that only dispatchers or technicians can access.
A dispatcher needs to see real-time location of all technicians to assign emergency work orders. Which tool should the dispatcher use?
Field Service mobile app
Resource Scheduling Optimization
Schedule board
The schedule board renders technicians' real-time location alongside their bookings and availability, letting the dispatcher identify and assign the nearest resource to an emergency work order. This satisfies the need for live geographic visibility during dispatch decisions.
Customer portal
Woodland Services is a field service company that provides HVAC maintenance. They use Dynamics 365 Field Service. Their dispatchers use the schedule board to assign work orders manually. Recently, they have experienced an increase in customer complaints about missed appointments. Upon investigation, they find that some work orders are not being assigned to technicians because the dispatchers are overwhelmed. The company wants to automate the scheduling process to ensure all work orders are assigned promptly. Additionally, they need to consider that some work orders require specific certifications (e.g., handling refrigerants). The company has 10 technicians, each with different skills and territories. Which solution should the company implement?
Configure Resource Scheduling Optimization to automatically assign work orders based on skills and location.
Resource Scheduling Optimization applies constraint-based algorithms to automatically assign work orders, filtering technicians by skills such as refrigerant certification and by territory. This removes manual dispatch effort, satisfying the requirement to assign all work orders promptly without dispatcher overload.
Enable the customer portal for customers to choose their preferred technician.
Implement a skill-matching rule in the schedule board to highlight qualified technicians.
Hire additional dispatchers to handle the workload.
A field service organization wants to automatically schedule work orders based on technician skills, location, and availability. Which Dynamics 365 Field Service feature should they use?
Schedule Board
Resource Scheduling Optimization
Resource Scheduling Optimization automatically assigns work orders to the best-matched technicians by evaluating skills, location, and availability against defined constraints. It satisfies the requirement for automatic scheduling rather than manual dispatch, using optimisation algorithms to minimise travel and maximise utilisation across the field workforce.
Customer Service Hub
Connected Field Service
A technician reports that a work order shows incorrect inventory quantities when they try to record parts used. The inventory in the warehouse was recently updated. What is the most likely cause?
The work order warehouse is set to a different location than the actual warehouse
Inventory is tracked per warehouse; mismatch causes incorrect quantities.
The product price list is outdated
The customer's billing address is wrong
The work order type is incorrect
Want more Describe Dynamics 365 Field Service practice?
Practice this domainThe MB-910 exam has 50 questions and must be completed in 60 minutes. The passing score is 700/1000.
Scenario-based questions covering exam objectives with detailed answer explanations.
The exam covers 5 domains: Explore the core capabilities of customer engagement apps in Dynamics 365, Describe Dynamics 365 Customer Insights, Describe Dynamics 365 Sales, Describe Dynamics 365 Customer Service, Describe Dynamics 365 Field Service. Questions are weighted by domain — higher-weight domains appear more on your actual exam.
No. These are original exam-style practice questions written against the official Microsoft MB-910 exam objectives. They are not copied from the real exam. Courseiva focuses on genuine understanding, not memorisation of braindumps.
Courseiva tracks your accuracy per domain and routes you toward weak areas automatically. Free, no account required.