MB-910 Practice Test 13 — 15 Questions

Question 1

A retail company wants to use Dynamics 365 Customer Insights to create a unified customer profile that combines data from their e-commerce platform, loyalty program, and in-store POS system. Which feature should they use to identify and merge duplicate customer records?

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

Accepted Answer

Match and merge. The 'Match and merge' feature in Dynamics 365 Customer Insights is specifically designed to identify duplicate customer records across different data sources (e-commerce, loyalty, POS) and unify them into a single, cohesive customer profile. It uses predefined or custom matching rules to detect duplicates based on attributes like email or phone number, then merges them while preserving the best data from each source.

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Enrichment with external data

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Data ingestion from various sources

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Segmentation based on customer attributes

Question 2

A sales manager wants to automatically assign leads to the appropriate salesperson based on the lead's geographic region. The regions are North America, Europe, Asia, and others. The assignment should happen as soon as the lead is created. What is the most efficient way to achieve this?

Accepted Answer

Create a routing rule set with conditions for each region and assign to the corresponding salesperson.. Routing rules with rule-based assignment can automatically assign leads based on region. Option A is wrong because manual assignment is not automatic. Option C is wrong because workflows can assign but routing rules are more efficient for lead assignment. Option D is wrong because queues are for grouping, not automatic assignment to specific users.

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Use a queue and have salespeople claim leads from the queue.

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Create a workflow that triggers on lead creation and assigns to a salesperson based on region.

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Train salespeople to manually pick leads from a shared queue.

Question 3

You are the Dynamics 365 administrator for a multinational retail chain. The company uses Dynamics 365 Customer Insights to create a 360-degree view of customers. They have data from three systems: an on-premises ERP system containing customer purchases, an online store database with browsing behavior, and a loyalty program database. The ERP data is updated daily via batch files, the online store data is streamed in real-time, and the loyalty data is updated weekly. The marketing team wants to create a segment of customers who have made a purchase in the last 30 days and have browsed at least three product pages in the last week. However, they notice that some customers who meet these criteria are not appearing in the segment. Upon investigation, you find that the purchase data from the ERP is being ingested correctly, but the browsing data from the online store seems to have a delay of up to 24 hours. Which action should you take to resolve the issue?

Accepted Answer

Check the streaming API ingestion logs for errors or throttling.. The browsing data from the online store is streamed in real-time, but the investigation reveals a delay of up to 24 hours. This indicates that the streaming API may be experiencing errors or throttling, which prevents the data from being ingested promptly. Checking the streaming API ingestion logs will identify the root cause, such as rate limits or connectivity issues, allowing you to resolve the delay and ensure the segment includes all qualifying customers.

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Adjust the data unification rules to match records more aggressively.

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Change the ERP data import schedule to run more frequently.

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Reconfigure the online store data source to use a batch import instead of streaming.

Question 4

A sales manager wants to analyze the sales pipeline to identify bottlenecks. They want to see how many opportunities are in each stage, the total value, and the average time opportunities spend in each stage. They also want to filter the data by salesperson and region. Which out-of-the-box tool in Dynamics 365 Sales should they use?

Accepted Answer

Pipeline view in Sales Hub. The Pipeline view in Sales Hub provides exactly this visualization with filtering. Sales Copilot does not provide pipeline analytics. Power BI is external. Advanced Find returns records but not aggregated visuals.

Answer

Advanced Find

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Sales Copilot

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Power BI dashboards

Question 5

Scenario: Your organization uses Dynamics 365 Field Service with Resource Scheduling Optimization (RSO). You notice that some high-priority work orders are not being scheduled immediately, while lower-priority ones are scheduled first. You need to ensure that high-priority work orders are scheduled as soon as possible. What should you configure?

Accepted Answer

Configure the scheduling optimization goal to prioritize by work order priority.. RSO uses priority-based scheduling rules. Option B is wrong because work order types categorize but do not enforce scheduling order. Option C is wrong because schedule board is manual. Option D is wrong because additional resources do not affect scheduling order.

Answer

Increase the number of resources in the pool.

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Change the work order type to 'Emergency' for high-priority orders.

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Manually schedule all high-priority work orders using the schedule board.

Question 6

A company uses Dynamics 365 Field Service and wants to ensure that work orders are automatically assigned to the nearest available technician with the correct skills. They configure Resource Scheduling Optimization (RSO). After setup, some work orders remain unassigned. What should the administrator check first?

Accepted Answer

Confirm that the resource is enabled for optimization in the resource record.. RSO requires that the resource (technician) is enabled for optimization. If a technician is not enabled, RSO will skip them. Option A (financial dimensions) are for accounting, not scheduling. Option B (IoT device connection) is unrelated to scheduling; IoT is used for remote monitoring, not assignment. Option D (approval) is not required for RSO to assign work orders; work orders can be scheduled without approval.

Answer

Verify that the work order has the correct financial dimensions set.

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Check that the IoT device is properly connected for the work order.

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Ensure that the work order has been approved before scheduling.

Question 7

You are a sales operations administrator for Contoso Ltd. The sales team uses Dynamics 365 Sales to manage their pipeline. Recently, the team has reported that when they create a new lead from a marketing campaign, the lead's 'Source' field is not automatically populated with 'Campaign' as expected. The marketing team confirms that the campaign is properly set up and linked to the lead creation process. You need to ensure that the 'Source' field is automatically filled with 'Campaign' when a lead is created from a campaign. What should you do?

Accepted Answer

Create a custom workflow that triggers when a lead is created and sets the source field to 'Campaign' if the lead is associated with a campaign. A custom workflow (or Power Automate flow) can be configured to trigger on lead creation and conditionally set the 'Source' field to 'Campaign' when the lead is associated with a campaign. This ensures automation without requiring user intervention or form modifications, directly addressing the requirement that the field be automatically populated.

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Configure the campaign entity to automatically update the source field on all associated leads

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Modify the lead form to make the source field read-only and set its default value to 'Campaign'

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Use a business process flow to require the user to select 'Campaign' as the source when creating a lead from a campaign

Question 8

A company uses Dynamics 365 Customer Insights - Data to generate AI-driven predictions about customer churn. They want to use these predictions to trigger a journey in Customer Insights - Journeys that sends a retention offer. How should they integrate the two applications to achieve this?

Accepted Answer

Use the Data Insights connector. The Data Insights connector in Dynamics 365 Customer Insights - Journeys is specifically designed to consume AI-driven predictions (such as churn propensity scores) from Customer Insights - Data and use them as triggers or segments for real-time journeys. This connector enables the direct flow of enriched customer data and predictive insights into journey orchestration without requiring intermediate tools.

Answer

Use Power Automate to trigger a journey

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Use the Outbound marketing connector

Answer

Use the Real-time marketing connector

Question 9

You are a Dynamics 365 consultant for a multinational retail chain with operations in the US, Europe, and Asia. The company uses Dynamics 365 Customer Insights to create a single view of the customer across all regions. Each region has its own instance of Dynamics 365 Sales and separate data sources (POS, e-commerce, loyalty). The marketing team wants to create a global segment of customers who have purchased in at least two different regions in the past year. Currently, Customer Insights is set up with separate data unification processes for each region, and the unified profiles are not linked across regions. You need to design a solution to achieve the global segment. What should you do?

Accepted Answer

Set up a new Customer Insights environment that ingests data from each regional environment via Power Query and configure a cross-region matching rule using a common identifier such as email. It leverages a dedicated Customer Insights environment to ingest data from each regional environment via Power Query, enabling a cross-region matching rule using a common identifier like email. This approach creates a unified global customer view without duplicating or manually reconciling data, directly supporting the creation of a segment of customers who have purchased in at least two regions.

Answer

Re-create all data sources in a single Customer Insights environment and run unification globally

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Export all unified profiles from each region to a common Excel file and manually identify duplicates, then import the combined list as a new segment

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Use Power BI to combine the regional unified profiles and create the segment directly in Power BI

Question 10

Contoso Ltd. is a multinational retailer using Dynamics 365 Customer Insights to unify customer data from three regional CRM systems (North America, Europe, Asia) and a global e-commerce platform. The company has configured data sources for each system and run data unification, but the unified customer profiles show a high number of duplicates (approximately 15% of profiles are duplicates). The administrator has tried increasing the match confidence threshold but the problem persists. Additionally, the company wants to ensure that customer consent preferences (opt-in for marketing) are synchronized across all profiles. The administrator is considering adjusting the unification rules. The current matching rules use only email address. What is the best course of action to reduce duplicates while maintaining data accuracy?

Accepted Answer

Add additional matching conditions such as phone number and postal code. Adding additional matching conditions (such as phone number and postal code) increases the precision of duplicate detection. With only email as the match condition, records that share the same email but belong to different individuals (e.g., family accounts) or have data entry errors are incorrectly merged. By requiring multiple identifiers to match, the system reduces false positives while still catching true duplicates, improving the overall accuracy of the unified customer profiles.

Answer

Create separate unifications for each region

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Remove the email condition and use only customer name

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Lower the match confidence threshold to 50% to match more records

Question 11

Which TWO capabilities are included in Dynamics 365 Customer Insights? (Select two.)

Accepted Answer

Unify customer data from multiple sources into a single profile. Dynamics 365 Customer Insights provides a data unification capability that ingests customer data from multiple sources (e.g., CRM, ERP, transactional systems) and resolves identities to create a single, comprehensive customer profile. This is the core feature of the Customer Data Platform (CDP) within Dynamics 365, enabling a 360-degree view of the customer.

Answer

Automatic case routing based on priority

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Scheduling field service appointments

Answer

Lead scoring based on conversion probability

Question 12

A dispatcher notices that when a technician changes their booking status to 'Traveling', the booking status automatically transitions to 'In Progress' without requiring a manual update. Which system behavior is being configured through the booking status metadata shown in the exhibit?

Accepted Answer

The status behavior defines the state group and triggers automatic state transitions.. The booking status metadata in Dynamics 365 Field Service includes a 'Status Behavior' setting that defines the state group (e.g., 'In Progress') and can trigger automatic transitions when a technician updates their status to 'Traveling'. This is configured through the booking status record, where the 'Status Behavior' field determines whether the status belongs to a specific state (like 'In Progress') and whether it automatically transitions to another status upon certain actions, such as when the technician starts traveling.

Answer

The booking status description provides instructions for technicians.

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The status color is used to highlight the booking on the schedule board.

Answer

The booking status ID maps the status to a specific work order type.

Question 13

Which TWO of the following can be attached to an opportunity record to support the sales process?

Accepted Answer

Note. In Dynamics 365 Sales, Notes and Documents can be attached to an opportunity record to capture additional context, such as meeting notes, customer communications, or supporting files like proposals and contracts. These attachments are stored in the record's timeline and are directly accessible to sales teams to support the sales process.

Answer

Workflow

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Product Catalog

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SLA

Question 14

Match each Dynamics 365 concept to its description.

Accepted Answer

Business Process Flow: A tool that provides a visual guide for users to follow a defined process through stages and steps.. Correct matches: Business Process Flow defines visual guidance through stages; Workflow automates steps without intervention; Custom Entity stores organization-specific data; Power Automate creates automated workflows between apps. Common confusions arise between Business Process Flow and Workflow due to overlapping automation capabilities.

Answer

Business Process Flow: A set of automated steps that perform business processes without user intervention.

Answer

Workflow: A tool that provides a visual guide for users to follow a defined process through stages and steps.

Question 15

A sales manager wants to track the progress of deals through a series of stages, such as 'Qualify' and 'Proposal'. What should you configure in Dynamics 365 Sales?

Accepted Answer

Business process flow. A business process flow in Dynamics 365 Sales provides a visual, stage-based pipeline (e.g., Qualify, Develop, Propose, Close) that guides users through each step of a sale. It enforces data entry and stage progression, enabling the sales manager to track deal progress and ensure consistency across the sales process.

Answer

Sales accelerator sequence

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Goal management

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Sales territories