Microsoft · Free Practice Questions · Last reviewed May 2026
36real 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.
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
Data ingestion is the prerequisite for all subsequent steps.
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
Segments need to be refreshed manually or on schedule; incremental refresh might not reflect latest data.
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 enable forecasting.
Data sources
A company uses Customer Insights to manage customer data. They want to ensure compliance with GDPR by allowing customers to request deletion of their data. What is the recommended approach?
Change the data retention policy to zero days
Reconfigure Data sources to exclude the customer
Use the 'Delete data' option in Customer Insights admin portal
This is the built-in mechanism for data deletion.
Manually delete records from the source systems
A business analyst wants to create a segment of customers who have purchased both a laptop and a mouse in the last 30 days. The data is stored in two separate tables: 'PurchaseHeader' and 'PurchaseLines'. What is the best approach?
Create a segment and use the 'AND' condition for both products
First unify the two tables into one view, then segment
Use the segment builder to add two conditions: one for product = Laptop and one for product = Mouse, both with date filter
Multiple conditions with AND logic can capture customers with both products.
Export the data to Power BI and create the segment there
Which feature in Dynamics 365 Customer Insights allows you to combine data from multiple sources into a single customer view?
Data unification
Unification creates a single view of each customer.
Data export
Data profiling
Data transformation
Want more Describe Dynamics 365 Customer Insights practice?
Practice this domainA sales manager notices that opportunities are not being updated regularly, causing inaccurate forecasting. What should the sales team configure to ensure opportunities are updated proactively?
Configure a Power Automate flow that sends an email to the sales manager when an opportunity is not updated for 14 days.
Create a workflow that automatically sends a reminder to the opportunity owner if the opportunity has not been updated in 7 days.
This automates proactive reminders based on inactivity.
Use a business process flow to require mandatory fields on opportunity creation.
Set up a recurring email notification to the sales manager to manually remind reps.
A company wants to ensure that sales reps can view their own opportunities but not those of other reps, while sales managers can view all opportunities. What security model should be used?
Use a team-based security model where all sales reps are in one team.
Give all users the same security role with Deep access.
Create a security role with User level access and assign it to all users.
Assign sales reps a security role with User level read access and managers a role with Business Unit level access.
User level limits reps to own records; Business Unit level allows managers to see all records in their business unit.
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 displays activities such as meetings, tasks, and emails chronologically.
The Associated View for the opportunity.
A company uses Dynamics 365 Sales and wants to automatically calculate the probability of closing a deal based on the sales stage. What feature should they configure?
Define probability values for each sales stage in the business process flow.
Probability is automatically set when the sales rep moves to a new stage.
Create a custom field for probability and use a workflow to update it.
Use the predictive scoring model to calculate probability.
Enable the 'Auto-update Probability' setting in the opportunity entity.
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.
This visualizes the pipeline and includes a view for at-risk deals.
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.
Want more Describe Dynamics 365 Sales practice?
Practice this domainA 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 use conditions to categorize and route cases automatically.
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
Case participants can collaborate without owning the case.
Create a child case and link it
A company uses Dynamics 365 Customer Service. Managers complain that the 'Resolved Cases' dashboard shows incorrect numbers. Upon investigation, you notice that some cases resolved by agents are still appearing as 'In Progress'. What is the most likely cause?
The case resolution is being saved but not activated
Resolution must be activated to change status.
The case is linked to an expired SLA
The case is in a queue with a routing rule set
The case resolution activity is not being created
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
Knowledge base search provides relevant articles.
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
Portals allow customers to view and submit cases.
A support manager wants to configure automatic email replies when a new case is created. Which TWO components must be set up?
Queue
Email signature
Email template
Defines the email body and subject.
SLA KPIs
Automatic record creation and update rule
Determines when to send the email based on case creation.
Want more Describe Dynamics 365 Customer Service practice?
Practice this domainA field service manager receives reports that technicians are not completing work orders on time. The manager notices that some work orders are scheduled for a technician who is on vacation. Which feature should the manager use to prevent this issue?
Use the Field Service mobile app to view technician availability.
Configure Resource Scheduling Optimization to automatically assign work orders.
Resource Scheduling Optimization automatically assigns work based on availability and skills.
Use the schedule board to manually assign work orders.
Adjust scheduling parameters to require manager approval for all assignments.
A company uses Dynamics 365 Field Service and wants to ensure that when a customer reports an issue, the system automatically creates a work order with the correct service account and bill-to account. The customer is under a parent account with multiple service locations. What should the administrator configure?
Use the account field on the incident to automatically populate the service account.
Set the service account and bill-to account on the work order from the incident.
Incidents can pre-populate work order fields including service account and bill-to account.
Set the tax code on the incident to determine billing.
Configure the work order type to specify default accounts.
A technician needs to record the time spent on a work order and the parts used. Which Field Service mobile app feature should the technician use?
Field Service mobile app
The mobile app allows technicians to log time and materials.
Customer portal
Schedule board
Power Platform admin center
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.
Inventory management ensures parts are available when needed.
Require technicians to use the mobile app to view work order details.
Enable the customer portal for customers to order parts.
A technician cannot see the work orders assigned to them in the Field Service mobile app. The work orders appear in the schedule board. What is the most likely cause?
The work orders are in 'Scheduled' status and need to be set to 'In Progress'.
The mobile app shows work orders that are in progress or open.
The technician does not have the correct security role for the mobile app.
The work orders are not yet published via the background process.
The mobile app is not configured for offline use.
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 allows customers to schedule appointments.
Want more Describe Dynamics 365 Field Service practice?
Practice this domainA 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
Includes timeline feature for interaction history on contact records.
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
Enables custom visualizations and dashboards.
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
Uses ML to score leads automatically.
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
Designed for technicians to manage work orders offline.
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
Provides campaign analytics like open and click-through rates.
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
Restricts visibility to records within the same business unit.
Want more Explore the core capabilities of customer engagement apps in Dynamics 365 practice?
Practice this domainA sales manager wants to use Copilot in Dynamics 365 Sales to quickly summarize a long email thread from a customer. The manager finds that Copilot is not generating any summaries. What is the most likely cause?
The manager's license is Dynamics 365 Sales Professional.
The manager does not have a license that includes Copilot capabilities, such as Dynamics 365 Sales Premium.
Copilot is only available with premium licenses like Sales Premium.
The browser's pop-up blocker is preventing Copilot from loading.
The email thread is marked as private in Outlook.
A user is configuring a personal view in Dynamics 365 to show only records they own. After saving, the view does not appear in the view selector. What should the user do?
Save the view again with a different name.
Use the 'Save As' option to save the view as a personal view, then publish it.
After saving as a personal view, the user must publish it to make it available in the view selector.
Modify an existing system view instead.
Ask an administrator to assign the System Customizer role.
Which TWO actions can be performed using Copilot in Dynamics 365 Customer Service?
Summarize a case conversation for a handoff.
Copilot can provide a summary of the case interaction.
Create a new knowledge article from scratch.
Update the routing rule for high-priority cases.
Draft an email response to a customer.
Copilot can generate email drafts using case and customer data.
Generate a real-time dashboard of case metrics.
Refer to the exhibit. A company has configured a business unit and two teams. A record is owned by a user who is not a member of either team. The record is shared with the Sales Team. Which users will have access to the record?
All users: owner, user1, user2, user3.
Only user1 and user2.
The record owner and user1, user2.
The owner always has access, and sharing with Sales Team gives access to its members.
Only the record owner.
A company is implementing Dynamics 365 Sales and wants to use Copilot to help sales representatives draft email responses. What is the prerequisite for enabling Copilot?
The organization must have a Power Automate license.
The organization must purchase a Copilot add-in.
The organization must have a Dynamics 365 Sales Premium license.
Copilot is a premium feature.
Each user must be assigned a Copilot license individually.
You are a Dynamics 365 administrator for a mid-size manufacturing company. The company uses Dynamics 365 Sales and Customer Service. Recently, the sales team reported that when they try to use Copilot to generate meeting notes, they receive an error message: 'Copilot is not available. Contact your administrator.' The support team, however, can use Copilot to summarize cases without issues. All users have appropriate licenses (Sales Premium for sales, Customer Service Enterprise for support). You verify that the Copilot feature is enabled in the Power Platform admin center. What is the most likely cause of the issue?
The sales users do not have the 'System Administrator' role.
Copilot is disabled for the Sales app in the Power Platform admin center.
The 'Sales Copilot' solution is not installed in the environment.
Without the solution, Copilot features for sales are not available.
The AI Builder model for Copilot is not published.
Want more Describe shared features and Copilot capabilities 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 6 domains: Describe Dynamics 365 Customer Insights, Describe Dynamics 365 Sales, Describe Dynamics 365 Customer Service, Describe Dynamics 365 Field Service, Explore the core capabilities of customer engagement apps in Dynamics 365, Describe shared features and Copilot capabilities. 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.
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