MB-910 Practice Test 12 — 15 Questions

Question 1

Match each Dynamics 365 feature with its benefit.

Accepted Answer

Copilot: Helps salespeople draft emails and meeting summaries. The correct matches are: Copilot helps draft emails and summarize meetings; Customer Insights provides unified customer data. Common confusions involve swapping Sales Insights (AI predictions) and Relationship Sales (LinkedIn integration).

Answer

Sales Insights: Links Dynamics 365 with LinkedIn

Answer

Relationship Sales: Offers AI-powered predictions for deals

Question 2

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?

Accepted Answer

Use the segment builder to add two conditions: one for product = Laptop and one for product = Mouse, both with date filter. Dynamics 365 Customer Insights - Data segment builder allows you to add multiple conditions on the same entity (PurchaseLines) using AND logic, filtering for both 'Laptop' and 'Mouse' within the last 30 days. This approach directly queries the transactional data without requiring table unification or external tools, leveraging the platform's native segment creation capabilities.

Answer

Create a segment and use the 'AND' condition for both products

Answer

First unify the two tables into one view, then segment

Answer

Export the data to Power BI and create the segment there

Question 3

A technician is on site and realizes the service requires a part that was not listed on the work order. How can the technician add the part and update inventory in real time?

Accepted Answer

Add the product as a work order service line item in the mobile app.. The Field Service Mobile app allows technicians to add products as service line items directly to the work order, which can automatically update inventory if the product is tracked. Option B is incorrect: calling the dispatcher is inefficient and delays real-time updates. Option C is incorrect: asking the customer to add parts via the portal is not a standard workflow and does not ensure inventory accuracy. Option D is incorrect: manual recording and later adjustment risks inventory discrepancies and defeats real-time tracking.

Answer

Call the dispatcher to update the work order.

Answer

Ask the customer to add the part to the work order via the portal.

Answer

Record the part usage manually and adjust inventory later.

Question 4

Which TWO features in Dynamics 365 Customer Service help improve agent productivity? (Choose TWO.)

Accepted Answer

Knowledge article suggestions. Knowledge article suggestions (Option B) improve agent productivity by automatically surfacing relevant knowledge base articles while agents are working on a case, reducing search time and enabling faster resolution. Case routing rules (Option E) enhance productivity by automatically assigning cases to the most appropriate agent or queue based on predefined criteria, eliminating manual triage.

Answer

Lead scoring

Answer

Email campaign management

Answer

Marketing segmentation

Question 5

Refer to the exhibit. A data analyst runs this KQL query in Customer Insights. What is the purpose of this query?

Accepted Answer

To calculate the total purchase amount for a specific customer. The KQL query shown in the exhibit uses the `sum()` aggregation function on the `PurchaseAmount` column, filtered by a specific `CustomerID`. This calculates the total purchase amount for that single customer. Option C is correct because the query explicitly sums purchase amounts for one customer, not for a segment or as a predictive model.

Answer

To predict the likelihood of a customer making a future purchase

Answer

To create a segment of customers with high purchase amounts

Answer

To create a measure that calculates average purchase amount

Question 6

Drag and drop the steps to create a new lead record in Dynamics 365 Sales into the correct order.

Accepted Answer

Navigate to Leads section, then click New, then enter lead information, then save, then qualify the lead. Creating a lead involves navigating to the leads section, entering details, saving, and then qualifying to convert.

Answer

Navigate to Leads section, then click New, then save, then enter lead information, then qualify

Answer

Click New, then navigate to Leads section, then enter lead information, then save, then qualify

Answer

Navigate to Leads section, then click New, then enter lead information, then qualify, then save

Question 7

You are reviewing the exhibit of a segment definition in Customer Insights - Data. What is the purpose of this segment?

Accepted Answer

Identify customers with medium spending between 500 and 2000. The segment definition in Customer Insights - Data uses a condition that filters for customers whose total spending falls within the range of 500 to 2000, inclusive. This is a typical numeric range condition in a segment builder, where the 'between' operator defines a lower and upper bound to capture medium-spending customers.

Answer

Identify customers with high spending above 2000

Answer

Identify all customers

Answer

Identify customers with low spending below 500

Question 8

You are a Dynamics 365 consultant for a manufacturing company that uses Customer Insights to unify data from their CRM (Dynamics 365 Sales) and their ERP (Dynamics 365 Finance). They want to use Customer Insights to calculate a measure for 'Average Order Value' per customer. After creating the measure, they notice that the values are incorrect because the currency from the ERP is in euros, while the CRM uses US dollars. The ERP data includes a currency conversion rate field. What should you do to ensure the measure uses a consistent currency?

Accepted Answer

Create a calculated column in the unified data that multiplies the order value by the conversion rate.. In Dynamics 365 Customer Insights, calculated columns are the appropriate way to transform data at the entity level before using it in measures. By creating a calculated column that multiplies the order value by the conversion rate, you ensure all values are in a consistent currency (USD) before the 'Average Order Value' measure aggregates them. This approach directly addresses the mismatch between EUR in the ERP and USD in the CRM without altering source systems or using unsupported functions.

Answer

Change the ERP data source to output values in USD.

Answer

Create a measure for conversion rate and use it in the average order value measure.

Answer

Use the 'CurrencyConvert' function in the measure to convert values.

Question 9

You are a Dynamics 365 consultant for a large retail chain. The company uses Dynamics 365 Customer Insights to manage customer data. The marketing team wants to create a segment of 'High Value Customers' defined as customers with a lifetime value (LTV) greater than $5,000. They also want to send a special promotional offer to this segment via email. The data is already unified in Customer Insights. However, the LTV attribute is not currently calculated. You need to enable the marketing team to achieve their goal with minimal effort. What should you do?

Accepted Answer

Create a new measure in Dynamics 365 Customer Insights called 'Customer Lifetime Value' using the built-in measure builder with the relevant transaction data.. Dynamics 365 Customer Insights includes a built-in measure builder that allows you to define calculated attributes like 'Customer Lifetime Value' directly within the unified data model. This approach requires minimal effort as it leverages existing transaction data without needing external tools or data re-import. Once the measure is created, the marketing team can immediately use it to build the 'High Value Customers' segment in Customer Insights and then export that segment to Dynamics 365 Marketing for the email campaign.

Answer

Use Power Automate to create a flow that calculates LTV for each customer and updates the attribute in Customer Insights.

Answer

Import the LTV data into Dynamics 365 Marketing as a custom attribute and then create the segment there.

Answer

Re-unify the customer data, ensuring that the LTV attribute is included from the source systems.

Question 10

A company uses Dynamics 365 Sales and wants to integrate with Microsoft Teams to allow sales representatives to collaborate on deals without leaving Teams. They want to be able to view and update opportunity records, see activity feeds, and launch meetings directly from Teams. The company also wants to use AI to summarize meeting notes and suggest next steps. Which set of features should they deploy?

Accepted Answer

Dynamics 365 app for Teams and Sales Copilot for Teams.. Dynamics 365 app for Teams provides record access and activity feeds. Sales Copilot in Teams provides AI meeting summaries and next steps. Conversations are for calls, not meetings. File sharing is basic.

Answer

Use Power Automate to send updates to a Teams channel.

Answer

Microsoft Teams integration with SharePoint for document sharing.

Answer

Dynamics 365 app for Teams and enable conversation intelligence.

Question 11

A large enterprise uses Dynamics 365 Sales and wants to leverage AI to help sales representatives prioritize leads and opportunities. The sales team receives hundreds of leads per week from various sources, and many leads do not convert. The company has historical data on which leads converted and the characteristics of those leads. They want the system to automatically assign a score to each lead based on the likelihood of conversion, and also to recommend the next best action for each lead. Additionally, they want to use natural language queries to ask questions about the sales pipeline. Which combination of features should they implement?

Accepted Answer

Enable predictive lead scoring and Sales Copilot.. Predictive lead scoring uses historical data to score leads. Sales Copilot provides next best actions and natural language query capabilities. Relationship analytics is about customer relationships, not scoring. Basic scoring rules are manual.

Answer

Enable basic lead scoring rules and relationship analytics.

Answer

Configure lead auto-assignment rules and use the timeline for notes.

Answer

Use Power BI to create lead scoring reports and train staff to interpret them.

Question 12

A marketing manager wants to use Dynamics 365 Customer Insights to create a segment of 'High-Value Customers' based on a combination of purchase frequency and average order value. The data is unified, but the manager is unsure how to build the segment. What is the recommended approach?

Accepted Answer

Use the Segment Builder to create a dynamic segment using measures for purchase frequency and average order value. Dynamics 365 Customer Insights provides a Segment Builder specifically designed to create dynamic segments based on measures like purchase frequency and average order value. This allows the marketing manager to define conditions using pre-built or custom measures without writing code, ensuring the segment updates automatically as data changes.

Answer

Write a SQL query in the data management interface

Answer

Use Power Automate to filter customers based on purchase history

Answer

Manually tag each high-value customer profile in the customer card

Question 13

A support manager wants to configure automatic email replies when a new case is created. Which TWO components must be set up?

Accepted Answer

Email template. An email template defines the content and formatting of the automatic reply sent when a case is created. Option E is correct because an automatic record creation and update rule triggers the email action based on incoming email activity, enabling the system to send the predefined template automatically.

Answer

Queue

Answer

Email signature

Answer

SLA KPIs

Question 14

Which THREE of the following can be defined in a Dynamics 365 Field Service work order? (Select three.)

Accepted Answer

Service address. A service address is a core component of a work order in Dynamics 365 Field Service because it defines the physical location where the on-site service will be performed. This address is used for scheduling, routing, and dispatching resources, and it is typically populated from the customer account or service account record.

Answer

Purchase order number

Answer

Customer credit score

Question 15

GreenTech Solutions provides IT support and uses Dynamics 365 Field Service. They have a team of 5 technicians. Each technician has a van stocked with common parts. Recently, technicians have been reporting that they run out of essential parts like network cables and power supplies while on site, causing delays. The company wants to ensure that van inventory is replenished automatically based on usage. Additionally, they want to track which parts are used on each work order for billing. The company currently uses work order products to record parts used, but there is no integration with inventory. Which feature should GreenTech implement to address these requirements?

Accepted Answer

Implement inventory journals to record parts usage and trigger replenishment.. Inventory journals in Dynamics 365 Field Service allow technicians to record parts usage directly from van stock, which automatically reduces on-hand quantities and can trigger replenishment workflows. This meets both requirements: tracking parts per work order for billing and enabling automatic restocking based on usage thresholds.

Answer

Set up inventory transfers between warehouses and vans.

Answer

Use customer assets to track parts installed at customer sites.

Answer

Configure purchase orders to automatically order parts when stock is low.