MB-910 Practice Test 11 — 15 Questions

Question 1

A company wants to generate work orders automatically when a customer's IoT device sends an alert indicating a malfunction. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Connected Field Service. Connected Field Service (option C) is correct because it uses Azure IoT Hub to ingest telemetry and alerts from IoT devices, and when a device sends a malfunction alert, it can automatically trigger the creation of a work order or an IoT alert in Dynamics 365 Field Service. This is precisely the IoT-driven, automated work order generation scenario described. Resource Scheduling Optimization (A) only optimizes the scheduling and routing of existing work orders, Customer Asset Management (B) tracks customer equipment and service history but does not ingest device alerts, and Field Service Mobile (D) is just the technician-facing mobile app for viewing and completing work orders.

Answer

Resource Scheduling Optimization

Answer

Customer Asset Management

Answer

Field Service Mobile

Question 2

A compliance team at a financial firm must track all customer interactions across email, chat, and phone for regulatory audits. Which Dynamics 365 capability ensures this data is captured and searchable?

Accepted Answer

Omnichannel for Customer Service with interaction recording. Dynamics 365 Customer Service with Omnichannel for Customer Service captures interactions from multiple channels and stores them in a unified timeline. Option A is wrong because Copilot generates responses, not captures interactions. Option B is wrong because Microsoft Purview is for compliance and retention, but the capture is done by the Dynamics 365 interaction recording. Option C is wrong because Power BI visualizes data, but does not capture it.

Answer

Copilot in Customer Service

Answer

Microsoft Purview compliance portal

Answer

Power BI embedded analytics

Question 3

A company uses Dynamics 365 Marketing. They want to send personalized emails based on a contact's previous purchase history. Which feature should they use to segment contacts?

Accepted Answer

Segments. Segments in Dynamics 365 Marketing are dynamic groups of contacts defined by demographic, behavioral, or transactional criteria — including purchase history — and they are the foundation for targeted campaigns. To personalize emails based on previous purchases, the marketer builds a segment that filters contacts by purchase-related fields. Customer journeys then use that segment as the audience.

Answer

Customer journeys

Answer

Email templates

Answer

Lead scoring

Question 4

A salesperson needs to view the latest customer engagement data while working in Outlook. Which Dynamics 365 app integrates with Outlook to show this information?

Accepted Answer

Dynamics 365 App for Outlook. Dynamics 365 App for Outlook allows users to view CRM records in Outlook. Option B (Power Automate) automates workflows. Option C (Power BI) is for analytics. Option D (Sales Copilot) is a separate assistant.

Answer

Power Automate

Answer

Power BI

Answer

Sales Copilot

Question 5

A Dynamics 365 Sales administrator has configured Sales Insights settings as shown. Which feature is NOT enabled?

Accepted Answer

Conversation Intelligence. Conversation Intelligence is set to false. Option A is wrong because Relationship Analytics is enabled. Option B is wrong because Sentiment Analysis is enabled. Option D is wrong because Predictive Lead Scoring is enabled.

Answer

Relationship Analytics

Answer

Sentiment Analysis

Answer

Predictive Lead Scoring

Question 6

Which THREE capabilities are provided by Copilot for Service in Dynamics 365 Customer Service? (Choose three.)

Accepted Answer

Draft email responses. Copilot for Service in Dynamics 365 Customer Service is an AI assistant that helps agents work more efficiently within the case form. Option B (Draft email responses) is correct because Copilot can generate suggested email replies to customers based on the case context and conversation history, which the agent can review and edit before sending. Option C (Case summarization) is correct because Copilot produces concise summaries of long case timelines, conversations, and notes so agents can quickly understand the situation without reading every entry. Option E (Contextual knowledge article suggestions) is correct because Copilot surfaces relevant knowledge articles tied to the case context, helping agents resolve issues faster. Option A (Automatic case routing to agents) is not a Copilot capability; routing is handled by unified routing and workstream rules, not by Copilot. Option D (Real-time sentiment analysis) is not provided by Copilot for Service; sentiment detection is a separate feature associated with sentiment analysis in Omnichannel/agent insights rather than Copilot.

Answer

Automatic case routing to agents

Answer

Real-time sentiment analysis

Question 7

A company uses Dynamics 365 Field Service. They want to allow customers to book appointments online based on available time slots. Which feature should they implement?

Accepted Answer

Customer Portal with scheduling capabilities. The Dynamics 365 Field Service Customer Portal (built on Power Pages) provides a self-service web interface where customers can view their work orders and, with scheduling capabilities enabled, book appointments against available time slots. This directly matches the requirement for online customer-driven booking. The other features are internal-facing tools for dispatchers, technicians, or AI assistance, not customer self-scheduling portals.

Answer

Resource Scheduling Optimization

Answer

Field Service Mobile app

Answer

Dynamics 365 Copilot

Question 8

Your organization uses Dynamics 365 Sales and wants to automate the assignment of leads to sales reps based on territory and product interest. What should you use?

Accepted Answer

Routing Rule Set. A Routing Rule Set in Dynamics 365 Sales is specifically designed to automatically assign leads to sales reps based on predefined criteria such as territory and product interest. It evaluates the lead attributes against the rules and routes the lead to the appropriate owner or queue, enabling efficient lead distribution without manual intervention.

Answer

Business Process Flow

Answer

Queue

Answer

Workflow

Question 9

You need to provide sales representatives with a data-driven score for each lead that predicts likelihood of conversion. Which feature should you use?

Accepted Answer

Predictive lead scoring. Predictive lead scoring in Dynamics 365 Sales uses historical data and machine learning to assign each lead a score indicating likelihood of conversion, giving sales reps a data-driven prioritization signal. It is the native feature designed specifically for this predictive scoring requirement.

Answer

Sales Copilot

Answer

Sales Accelerator

Answer

Relationship Intelligence

Question 10

Which TWO capabilities are part of Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Predictive scoring. Predictive scoring is a core capability of Dynamics 365 Customer Insights that uses AI and machine learning models to assign scores to customer profiles based on their likelihood to perform a specific action, such as churn or purchase. This enables businesses to prioritize engagement and personalize marketing efforts based on predicted behaviors.

Answer

Case management

Answer

Invoice processing

Answer

Email marketing

Question 11

A company wants to provide a unified customer service experience across phone, chat, and social media. Which Dynamics 365 Customer Service capability should they implement?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service is the Dynamics 365 capability specifically designed to unify customer engagement across digital channels including phone, chat, and social media. It provides a single agent interface and unified routing across all these channels.

Answer

Copilot for Service

Answer

Power Pages

Answer

Customer Service Hub

Question 12

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?

Accepted Answer

Configure security roles with business unit access level. Security roles in Dynamics 365 define access levels for each entity, including the ability to restrict access to records owned by the user's business unit. By setting the Lead entity's read permission to 'Business Unit' (the second level in the access hierarchy: User, Business Unit, Parent: Child Business Units, Organization), sales reps can only view leads owned by users within their own business unit. This directly enforces the requirement without additional sharing or custom code.

Answer

Create teams and share leads

Answer

Use hierarchy security

Answer

Set field security profiles

Question 13

A customer service agent needs to resolve a customer's issue quickly without searching through multiple systems. Which tool provides real-time suggestions and knowledge articles within the case form?

Accepted Answer

Copilot for Service. Copilot for Service (Option A) is correct because it provides real-time suggestions and relevant knowledge articles directly within the case form, allowing the agent to resolve issues quickly without searching multiple systems. Option B (Customer Service Hub) is the main application but does not offer proactive suggestions. Option C (Timeline) displays case history, not real-time suggestions. Option D (Knowledge Management) requires manual search and does not automatically present articles within the case form.

Answer

Customer Service Hub

Answer

Timeline

Answer

Knowledge Management

Question 14

Refer to the exhibit. Which visual type is used to display the sales pipeline value?

Accepted Answer

Funnel. In Dynamics 365 Sales, the sales pipeline value is typically visualized using a funnel chart, which represents the progression of deals through stages (e.g., Qualify, Develop, Propose, Close) and shows the total value at each stage. The funnel shape visually indicates the decreasing number or value of opportunities as they move closer to closure, making it the standard choice for pipeline analysis.

Answer

Bar chart

Answer

Line chart

Answer

Pie chart

Question 15

Which TWO data types are used by Dynamics 365 Sales to calculate a predictive score for an opportunity? (Choose two.)

Accepted Answer

Real-time activity data. Option A (Real-time activity data) is correct because the predictive opportunity scoring model in Dynamics 365 Sales continuously ingests current engagement signals—such as emails, meetings, calls, and other activities—to reflect how actively a buyer is interacting with the opportunity right now. Option E (Historical opportunity data) is correct because the model is trained on your organization's past won/lost opportunities, learning patterns from historical outcomes to determine which open opportunities resemble previously successful deals. Together, these two data types form the core inputs: historical data trains the model, and real-time activity data scores live opportunities against that trained model. Options B, C, and D are not used by the built-in predictive scoring model: product catalog details, social media sentiment, and competitor price lists are not part of the standard data sources the model consumes for opportunity scoring.

Answer

Product catalog details

Answer

Social media sentiment

Answer

Competitor price lists