MB-910 Practice Test 11 — 15 Questions

Question 1

Litware, a technology consulting firm, uses Dynamics 365 Customer Service with Omnichannel to handle customer inquiries from chat, email, and social media. They have a high volume of requests and want to use AI to automatically categorize incoming conversations and suggest responses. The admin wants to configure Copilot to provide real-time suggestions during active conversations. Additionally, the admin wants to ensure that sensitive information (such as credit card numbers) is not stored in the conversation transcripts. Which two actions should the admin take? (Choose TWO.)

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Enable Copilot for Omnichannel conversations.. The correct answers are A and B. Option A: Enabling Copilot for Omnichannel conversations allows AI to provide real-time suggestions during active conversations across channels. Option B: Configuring data masking policies redacts sensitive information like credit card numbers from conversation transcripts, ensuring compliance. Option C is not required because Copilot uses built-in AI to suggest responses based on context, not configured topics. Option D (audit logging) tracks user actions but does not prevent sensitive data storage. Option E is incorrect because Copilot must be enabled for Omnichannel, not just the Customer Service Hub.

Answer

Configure Copilot to use conversation topics for suggestions.

Answer

Enable audit logging for conversation transcripts.

Answer

Enable Copilot for Customer Service Hub only.

Question 2

Which TWO of the following are benefits of using Connected Field Service in Dynamics 365?

Accepted Answer

Receive automatic alerts when equipment fails. Connected Field Service integrates IoT (Internet of Things) sensor data with Dynamics 365 Field Service. Option C is correct because the system can be configured to automatically generate alerts when equipment sends a failure signal via IoT telemetry, enabling immediate response. Option E is correct because predictive maintenance uses historical sensor data and machine learning models to forecast failures before they occur, allowing proactive servicing.

Answer

Optimize technician schedules automatically

Answer

Automate customer billing for services

Answer

Automatically reorder inventory when stock is low

Question 3

Your Customer Insights environment has multiple data sources with conflicting customer IDs. Some records from the loyalty system use email as ID, while the POS system uses a customer number. Which matching rule strategy should you use to unify these records?

Accepted Answer

Use conditional matching rules based on email and phone. Conditional matching rules allow you to define multiple conditions (e.g., match on email if available, otherwise match on phone) to resolve conflicts between different customer ID formats. This is the recommended approach in Dynamics 365 Customer Insights when data sources use different identifiers, as it maximizes the likelihood of correctly unifying records without requiring a single common key.

Answer

Use exact match on customer numbers only

Answer

Set a priority order and keep the first source's ID

Answer

Use fuzzy matching on first and last name

Question 4

An organization wants to automatically categorize incoming cases based on keywords in the subject line. Which feature should be used?

Accepted Answer

Routing rule set. Routing rule sets in Dynamics 365 Customer Service allow you to define conditions based on fields like the subject line to automatically categorize and route incoming cases. By specifying keywords in the subject line as conditions, the system can assign cases to the appropriate queue or support tier without manual intervention. This directly meets the requirement for automatic categorization based on subject line keywords.

Answer

Copilot for Service

Answer

SLA

Answer

Queue

Question 5

A marketing team uses Dynamics 365 Customer Insights - Journeys. They need to create a journey that sends a personalized email to contacts based on their purchase history stored in a Dynamics 365 Sales entity. Which TWO components must they configure to ensure the journey runs correctly? (Choose two.)

Accepted Answer

Trigger. A trigger is required to start the journey when a specific event occurs, such as a contact being added to a segment or a custom event. In this scenario, the trigger initiates the journey based on the purchase history data from the Dynamics 365 Sales entity, ensuring the journey runs for the right contacts at the right time.

Answer

Email message

Answer

Condition

Answer

Query

Question 6

A business analyst wants to create a measure that calculates the average order value for customers. Where in Dynamics 365 Customer Insights would they define this calculation?

Accepted Answer

Measures. In Dynamics 365 Customer Insights, measures are used to define calculated metrics such as average order value. Measures aggregate data from your data sources using formulas (e.g., SUM, AVERAGE) and are stored as KPIs that can be used in segments, insights, or dashboards. This is the correct location for defining custom calculations like average order value.

Answer

Data sources

Answer

Segments

Answer

Predictions

Question 7

A company uses Dynamics 365 Customer Insights and wants to ensure that customer consent preferences from their email marketing system are reflected in customer profiles. The consent data includes a field 'ConsentGiven' (boolean). Which step is essential during data unification?

Accepted Answer

Map the 'ConsentGiven' field to the unified customer entity. Mapping the 'ConsentGiven' field to the unified customer entity is essential because data unification in Dynamics 365 Customer Insights involves defining how source fields are projected into the target unified schema. Without this mapping, the consent preference from the email marketing system would not be included in the final unified customer profile, even if the data source is added and deduplication is configured.

Answer

Add the email marketing system as a data source

Answer

Configure deduplication rules

Answer

Create a segment based on consent

Question 8

Northwind Traders uses Dynamics 365 Customer Service and wants to implement a unified customer service experience. They currently use separate systems for email, chat, and phone support. Agents have to switch between multiple applications to handle customer interactions, leading to inefficiency. The company wants to provide a single interface for agents to handle all incoming customer requests from any channel. They also want to ensure that conversations are automatically routed to the most appropriate agent based on skills and availability. Additionally, they need to track customer sentiment in real-time during conversations. You need to recommend a configuration. What should you do?

Accepted Answer

Enable Omnichannel for Customer Service and configure skill-based routing and sentiment analysis.. Omnichannel for Customer Service provides a unified agent interface across email, chat, and phone channels, skill-based routing to assign conversations to the most appropriate agent based on skills and availability, and real-time sentiment analysis to track customer sentiment. Option A is incorrect because Customer Service Insights analyzes historical data for trends and agent performance, not real-time sentiment or unified interface. Option C is incorrect because Service Scheduling manages appointments and resource scheduling for field service, not omnichannel routing. Option D is incorrect because Power Virtual Agents (Copilot Studio) is for creating chatbots to handle basic queries, not for providing an agent interface or routing.

Answer

Configure Customer Service Insights to analyze historical data and improve agent training.

Answer

Use Service Scheduling to manage agent availability and appointments.

Answer

Implement Power Virtual Agents (Copilot Studio) to handle basic queries.

Question 9

A sales manager wants to view key performance indicators like win rate and average deal size for each salesperson. Which dashboard should they use in Dynamics 365 Sales?

Accepted Answer

Sales Manager Dashboard. The Sales Manager Dashboard in Dynamics 365 Sales is specifically designed for sales managers to monitor team performance, including key performance indicators (KPIs) such as win rate and average deal size per salesperson. It provides aggregated views and drill-down capabilities into individual salesperson metrics, making it the correct choice for this scenario.

Answer

Customer Dashboard

Answer

Sales Dashboard

Answer

Opportunity Dashboard

Question 10

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?

Accepted Answer

Schedule Board with Resource Scheduling Optimization. The Schedule Board with Resource Scheduling Optimization (RSO) automatically matches work orders to the best technician based on skills, location, and availability. Option A is wrong because IoT Hub integration is for connecting devices, not for scheduling. Option C is wrong because the Field Service mobile app allows technicians to view and update work orders, but does not handle automatic scheduling. Option D is wrong because Connected Field Service focuses on IoT alerts and device management, not scheduling.

Answer

IoT Hub integration

Answer

Field Service mobile app

Answer

Connected Field Service

Question 11

Your company uses Dynamics 365 Sales. You want to ensure that when a lead is qualified, the associated contact and account are automatically created, and the lead's email address and phone number are copied to the new contact. How should you configure this?

Accepted Answer

Edit the Lead to Opportunity Sales Process field mapping to map email and phone.. The Lead to Opportunity Sales Process includes field mapping that automatically copies fields from the lead to the newly created contact and account upon qualification. By editing this mapping, you can specify that the email and phone fields are copied. Option B is incorrect because duplicate detection rules do not copy data; they only detect duplicates. Option C is incorrect because while a workflow could achieve this, the built-in qualification mapping is the standard and simplest configuration, and the question asks how to configure this automatic behavior. Option D is incorrect because business rules operate on forms and do not affect what happens during lead qualification.

Answer

Configure duplicate detection rules to copy data on match.

Answer

Set up a workflow to create contact and account upon lead qualification.

Answer

Create a business rule on the lead form to populate contact fields.

Question 12

Your organization uses Dynamics 365 Sales and wants to automatically create a follow-up task when an opportunity is moved to the 'Negotiation' stage. What is the most efficient way to configure this?

Accepted Answer

Create a Power Automate flow. Power Automate can be triggered on stage change in a Business Process Flow to automatically create a follow-up task. Option B (real-time workflow) is less flexible and more complex to trigger on stage changes. Option C (SLA) is for tracking service level agreements, not task creation. Option D (Business Process Flow action) can create records but is less efficient for this simple automation compared to Power Automate, which is specifically designed for such integrations.

Answer

Use a real-time workflow

Answer

Set up an SLA

Answer

Configure a Business Process Flow action

Question 13

A salesperson needs to automatically send a customized quote to a customer when an opportunity reaches the 'Proposal' stage. What is the best way to achieve this in Dynamics 365 Sales?

Accepted Answer

Create a workflow that triggers when the opportunity stage changes to 'Proposal'. Dynamics 365 Sales allows you to create a workflow (or a Power Automate flow) that triggers when the opportunity stage changes to 'Proposal'. This workflow can then automatically generate and send a customized quote to the customer, meeting the requirement without manual intervention. The trigger is specifically the stage change, not creation or assignment.

Answer

Create a Power Automate flow that triggers on opportunity creation

Answer

Enable Copilot to auto-generate and send the quote

Answer

Use sales sequences to assign the task to the salesperson

Question 14

Which THREE outputs can be generated using Dynamics 365 Customer Insights?

Accepted Answer

Measures and KPIs. Dynamics 365 Customer Insights allows users to define and compute Measures and KPIs from unified customer data. These are aggregated calculations (e.g., average order value, churn rate) that provide actionable insights into customer behavior and business performance, directly supporting data-driven decision-making.

Answer

Invoice documents

Answer

Purchase orders

Question 15

Refer to the exhibit. In Dynamics 365 Customer Insights - Data, the merge configuration uses 'LastUpdated' conflict resolution. What does this setting imply for the unified customer profile when there is conflicting data between the Customer and Purchase entities?

Accepted Answer

The value from the entity that was last updated will be used.. When 'LastUpdated' conflict resolution is selected in Dynamics 365 Customer Insights - Data merge configuration, the unified customer profile uses the value from the entity (Customer or Purchase) that was most recently updated. This ensures that the freshest data takes precedence, regardless of entity priority or data source order.

Answer

The value from the entity with the highest priority will be used.

Answer

The value from the Customer entity will always be used.

Answer

The value from the most recent data source will be used.