MB-910 Practice Test 13 — 15 Questions

Question 1

A field service organization uses Dynamics 365 Field Service to dispatch technicians. A dispatcher notices that a high-priority work order has been assigned to a technician who is currently on leave. What should the administrator configure to prevent this scenario?

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

Accepted Answer

Set the technician's work hours to 'Unavailable' for the leave period.. To prevent a technician on leave from being assigned work orders, the administrator should set the technician's work hours to 'Unavailable' for the leave period. This creates a time-off entry in the resource's calendar, which the scheduling engine respects when proposing or booking resources. The Schedule Assistant will then exclude the technician from available resources during that period, preventing misassignment.

Answer

Remove the technician's resource role.

Answer

Change the booking status of the work order to 'Scheduled'.

Answer

Set the scheduling parameter 'Respect Resource Scheduling Parameters' to 'No'.

Question 2

Contoso Ltd. provides HVAC maintenance services and uses Dynamics 365 Field Service. They have 50 technicians organized into three service territories: North, South, and Central. Each technician has specific skills and certifications. Contoso wants to automatically assign emergency work orders to the nearest available technician with the required skills within 30 minutes of creation. Additionally, they want to ensure that no technician is assigned more than 8 hours of work per day. The dispatchers should be able to override automatic assignments if necessary. Which configuration should Contoso implement?

Accepted Answer

Configure Resource Scheduling Optimization with constraints for proximity, skills, and daily hours, and set auto-scheduling frequency to 30 minutes.. Resource Scheduling Optimization (RSO) is the Dynamics 365 Field Service feature purpose-built for automatically assigning work orders based on constraints such as proximity, skills, and working hours, and it can be scheduled to run at a defined frequency (e.g., every 30 minutes). RSO respects booking statuses, resource availability, and daily hour limits, and dispatchers can still manually override results on the Schedule Board. This directly satisfies all stated requirements: auto-assignment within 30 minutes, skill/proximity matching, 8-hour daily cap, and dispatcher override capability.

Answer

Create a Power Automate flow that runs every 30 minutes and assigns work orders using the Schedule Board API.

Answer

Use manual scheduling with the Schedule Board and train dispatchers to check availability and skills.

Answer

Enable Connected Field Service to automatically generate work orders and use the default scheduling logic.

Question 3

A retail company uses Dynamics 365 Customer Insights to unify customer data from their e-commerce platform, loyalty program, and in-store POS system. After data ingestion, they notice that the same customer appears with slightly different names and addresses across sources. Which feature should they use to resolve these duplicates and create a single customer profile?

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) by using matching rules (e.g., fuzzy matching on name and address) and then merging them into a single, unified customer profile. This resolves the issue of slightly different names and addresses by deduplicating and consolidating the data.

Answer

Data profiling

Answer

Activities

Answer

Segments

Question 4

Refer to the exhibit. The JSON shows three opportunities. A sales manager wants to see the total estimated value of all open opportunities. Using the data, what is the total?

Accepted Answer

125,000. Both the first and second opportunities have a statecode of 'Open', with estimated values of 50,000 and 75,000 respectively. The third opportunity has a statecode of 'Won' and is not open. Therefore, the total estimated value of open opportunities is 50,000 + 75,000 = 125,000.

Answer

155,000

Answer

50,000

Answer

80,000

Question 5

A support agent receives a case from a premium customer with a 2-hour response SLA. The agent is not specialized in the product area. What should the agent do to ensure the SLA is met?

Accepted Answer

Reassign the case to a qualified agent using the queue. Since the agent is not specialized in the product area, reassigning the case to a qualified agent via the queue ensures that a skilled team member handles it promptly, meeting the 2-hour SLA. Option A is incorrect because Copilot can assist but cannot fully resolve cases without agent expertise. Option B is wrong because working on an unfamiliar case risks delays or incorrect resolution, potentially breaching the SLA. Option D is incorrect because closing and reopening the case does not reassign it and may cause SLA violations.

Answer

Ask Copilot to resolve the case

Answer

Work on the case even if unfamiliar to avoid reassignment

Answer

Close the case and reopen later

Question 6

Which TWO of the following are benefits of using Omnichannel for Customer Service?

Accepted Answer

Automatic routing based on agent skills. Option B is correct because Omnichannel for Customer Service includes unified routing, which uses workstreams and routing rules to automatically distribute incoming conversations to the best-suited agents based on their configured skills, capacity, and presence. Option E is correct because Omnichannel provides a single, unified agent experience (the Omnichannel Agent Dashboard in Dynamics 365) where agents handle chats, SMS, social, and other channels from one interface rather than switching between separate tools. Options A and D are not the defining benefits tested here: while AI features such as Copilot article suggestions and sentiment analysis can be integrated with Dynamics 365 Customer Service, they are not core Omnichannel benefits in this context. Option C is incorrect because Omnichannel focuses on real-time engagement channels, not offline case creation, which is a standard Customer Service capability.

Answer

AI-powered article suggestions

Answer

Offline case creation

Answer

Real-time sentiment analysis

Question 7

A company wants to use AI to generate draft email replies for salespeople based on the context of an email thread. Which feature should they enable?

Accepted Answer

Copilot for Sales. Copilot for Sales is the Microsoft 365 Copilot extension purpose-built for Dynamics 365 Sales and Outlook that uses the email thread context to generate AI-drafted replies, meeting summaries, and CRM-aware suggestions. It is the only option that specifically delivers generative AI email drafting grounded in the sales context.

Answer

Conversation Intelligence

Answer

Predictive lead scoring

Answer

Relationship Analytics

Question 8

A company has multiple business units that each use a separate CRM system. They want to use Customer Insights to create a single view of customers across these systems. Which feature should they use?

Accepted Answer

Data unification. Data unification is the correct feature because it is specifically designed to merge customer records from multiple data sources (such as separate CRM systems) into a single, unified customer profile. This process uses matching rules and deduplication to resolve identities across disparate systems, enabling a 360-degree view of each customer.

Answer

Measures

Answer

Data sources

Answer

Segments

Question 9

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

Answer

Goal management

Answer

Sales territories

Question 10

A retail company wants to create a unified customer profile by combining data from their online store, loyalty program, and in-store purchases. Which Dynamics 365 Customer Insights capability should they use?

Accepted Answer

Run data unification. The 'Run data unification' capability in Dynamics 365 Customer Insights is specifically designed to ingest data from multiple sources (e.g., online store, loyalty program, in-store purchases) and match, merge, and deduplicate records to create a single, unified customer profile. This process uses matching rules and deduplication logic to resolve identities across disparate systems, directly addressing the requirement for a combined customer view.

Answer

Create a prediction model

Answer

Define a measure

Answer

Create a segment

Question 11

A customer service agent is using Dynamics 365 Customer Service and needs to see all interactions with a customer across email, chat, and phone. Which component provides this unified view?

Accepted Answer

Timeline. Timeline. Timeline provides a unified chronological view of all customer interactions across email, chat, and phone calls, allowing agents to see the full history. Option A is incorrect because Dynamics 365 Copilot provides AI assistance, not a unified interaction view. Option B is incorrect because the case form displays case details and related records but not all interactions automatically. Option C is incorrect because Customer Service Insights is an analytics tool for reporting, not for providing a real-time unified view of interactions.

Answer

Dynamics 365 Copilot

Answer

Case form

Answer

Customer Service Insights

Question 12

During a case, an agent wants to send an email to the customer and automatically save a copy to the case timeline. Which action should the agent take?

Accepted Answer

Use the Email activity from the timeline. The Email activity from the timeline allows the agent to compose and send an email directly from the case record. When sent, the email is automatically saved as an activity in the case timeline, ensuring a complete audit trail without manual steps.

Answer

Create a knowledge article

Answer

Add the email to a queue

Answer

Use the Copilot pane to compose an email

Question 13

Which TWO of the following are capabilities of the Dynamics 365 Field Service mobile app?

Accepted Answer

View assigned work orders and schedule. Option A is correct because the Field Service mobile app lets technicians view their assigned work orders and their schedule/bookings directly on the device, which is a core field technician capability. Option C is correct because the mobile app supports capturing customer signatures on work orders (e.g., for proof of service or customer sign-off) as part of completing the work order. Option B is not a mobile app capability; automatic scheduling optimization is performed by the Resource Scheduling Optimization (RSO) add-in in the back office, not on the technician's mobile app. Option D is not a mobile app capability; IoT device alerts are configured and surfaced through Connected Field Service/IoT integration in the Dynamics 365 back office, not set up from the mobile app. Option E is not a mobile app capability; creating new customer accounts is an administrative/back-office task done in the Field Service web app, not a standard mobile app function for technicians.

Answer

Automatic scheduling optimization

Answer

Configure IoT device alerts

Answer

Create new customer accounts

Question 14

A customer service manager wants to track how quickly agents respond to cases and whether they meet the target of 4 hours. Which feature should they use?

Accepted Answer

SLA KPIs. SLA KPIs in Dynamics 365 Customer Service are the specific metrics that track response and resolution times against defined targets, such as a 4-hour response target. They provide timers, warnings, and failure actions that let managers monitor whether agents meet the target.

Answer

Customer Service Reports

Answer

Service Level

Answer

Queues

Question 15

A field service organization wants to use Copilot to help technicians find relevant knowledge articles quickly while on site. Which feature should be enabled?

Accepted Answer

Copilot in Dynamics 365 Field Service. Copilot in Dynamics 365 Field Service provides AI-powered assistance to help technicians find relevant knowledge articles and answer questions while on site. Option A is incorrect because Copilot in Dynamics 365 Customer Service is designed for customer service agents, not field service technicians. Option C is incorrect because Resource Scheduling Optimization is used for optimizing schedules, not for finding knowledge articles. Option D is incorrect because Connected Field Service is for IoT device integration and remote monitoring, not for AI-assisted knowledge retrieval.

Answer

Copilot in Dynamics 365 Customer Service

Answer

Resource Scheduling Optimization

Answer

Connected Field Service