MB-910 Practice Test 14 — 15 Questions

Question 1

A sales manager wants to see a visual representation of the sales pipeline with deal amounts and stages. Which Dynamics 365 Sales dashboard component should they use?

Accepted Answer

Pipeline chart. The Pipeline chart in Dynamics 365 Sales is specifically designed to provide a visual representation of the sales pipeline, displaying deal amounts across different stages. This allows sales managers to quickly assess the health and value of their pipeline at a glance, making it the correct component for this requirement.

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Activities chart

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Sales literature chart

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Goal chart

Question 2

A salesperson wants to view key performance indicators (KPIs) such as pipeline value and win rate on their personal dashboard. What should they create?

Accepted Answer

Personal dashboard. A personal dashboard in Dynamics 365 Sales allows a salesperson to configure and view their own KPIs, such as pipeline value and win rate, using built-in charts and data from the sales entity. This is the correct tool because it is user-specific, customizable, and designed for individual performance monitoring without requiring system-wide changes.

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Chart

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System dashboard

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Power BI report

Question 3

Which TWO components can be used to define the work that needs to be performed on a work order in Dynamics 365 Field Service? (Choose two.)

Accepted Answer

Incident type. Incident type (C) is correct because it acts as a template that bundles together the typical service tasks, products, and services needed for a common repair or job, so selecting it on a work order automatically defines the work to be performed. Service task (D) is correct because it is the individual line-level record on a work order that specifies a discrete unit of work to be completed, including instructions, estimated duration, and required skills. Together, incident types provide the template of tasks and service tasks represent the actual work items generated on the work order. Service (A) is a sellable labor or service offering used for pricing and billing rather than the definition of work steps, Product (B) represents inventory or parts consumed on the job, and Resource requirement (E) specifies who or what is needed to perform the work rather than defining the work itself.

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Service

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Product

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Resource requirement

Question 4

A company wants to use Dynamics 365 Customer Insights to create a unified customer profile. The data sources include a CRM system, a loyalty program database, and web analytics. What is the first step they should take?

Accepted Answer

Configure data sources and ingest data. In Dynamics 365 Customer Insights, the first step to creating a unified customer profile is to configure data sources and ingest data. Without data ingestion, there is no customer data to unify, segment, or analyze. This foundational step connects the CRM system, loyalty program database, and web analytics to the platform, enabling subsequent unification and segmentation.

Answer

Define unification rules

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Set up connections to Power BI

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Create a customer segment

Question 5

Which TWO are benefits of using Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Gain a single view of the customer. Dynamics 365 Customer Insights unifies customer data from multiple sources (e.g., transactional, behavioral, and demographic) into a single, 360-degree view using its data unification and matching capabilities. This enables organizations to understand their customers holistically without data silos.

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Automate supply chain processes

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Manage financial transactions

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Manage customer service cases

Question 6

A sales manager wants to forecast revenue by analyzing historical win rates and deal sizes. Which out-of-the-box capability should they use?

Accepted Answer

Sales forecasting. Sales forecasting is the correct out-of-the-box capability because it allows sales managers to predict future revenue by analyzing historical win rates and deal sizes. This feature aggregates pipeline data and applies historical trends to generate forecasts, directly supporting the manager's need to analyze past performance for future revenue predictions.

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Predictive scoring

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Copilot for Sales

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Goal management

Question 7

A sales manager wants to view a real-time dashboard showing the number of open opportunities, won deals this month, and the sales pipeline value. Which tool should they use?

Accepted Answer

Dashboard. A dashboard in Dynamics 365 Sales is the correct tool because it provides a real-time, graphical view of key sales metrics, including open opportunities, won deals this month, and pipeline value. Dashboards aggregate data from multiple charts and lists into a single, customizable interface that refreshes automatically, making them ideal for monitoring live performance indicators.

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Advanced Find

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Report

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Chart

Question 8

A sales operations admin reviews this configuration. Which change would most improve lead prioritization based on recent interaction?

Accepted Answer

Add a feature 'DaysSinceLastEmail' with weight 0.3. The question asks for the change that most improves lead prioritization based on recent interaction. Adding a feature 'DaysSinceLastEmail' with a weight of 0.3 directly incorporates recency of engagement into the scoring model, which is exactly what 'recent interaction' implies. Existing features like EmailEngagement may capture volume or frequency but not recency, so a new recency feature is the most targeted improvement.

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Change model status to 'Inactive'

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Increase weight of EmailEngagement to 0.7

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Increase weight of CompanySize to 0.4

Question 9

Based on the exhibit, what does the WinRate measure calculate?

Accepted Answer

The percentage of won opportunities out of all closed opportunities. WinRate in Dynamics 365 Sales measures the percentage of won opportunities out of all closed opportunities (both won and lost). This metric excludes open opportunities because they have not yet reached a final outcome, providing a clear view of sales team effectiveness in closing deals that have been fully pursued.

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The total count of won opportunities

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The percentage of won opportunities out of all opportunities including open

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The ratio of won to lost opportunities

Question 10

Which TWO features in Dynamics 365 Field Service help reduce travel time for technicians? (Choose two.)

Accepted Answer

Optimization of schedules using Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) (B) is correct because it uses the scheduling engine to automatically assign and sequence jobs to the most appropriate technicians based on location, skills, and time windows, minimizing drive distance and travel time across the day's route. Geolocation and mapping integration (E) is correct because it provides real-time technician location tracking and map-based visualization of work orders and resources, enabling dispatchers to assign nearby technicians and calculate efficient travel routes. The remaining options do not address travel time: Inventory management (A) tracks parts and stock levels, the customer portal (C) lets customers self-schedule or view information, and work order templates (D) standardize job data but have no routing or geographic scheduling capability.

Answer

Inventory management

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Customer portal for self-service

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Work order templates

Question 11

A customer service agent needs to quickly access a knowledge article while on a call. What feature in Dynamics 365 Customer Service allows the agent to view relevant articles without leaving the case form?

Accepted Answer

Knowledge Base Search. Knowledge Base Search is the out-of-the-box control embedded in the Dynamics 365 Customer Service case form that lets agents search, preview, and link knowledge articles without navigating away from the case. It surfaces relevant articles based on the case context (title, product, subject) and allows the agent to insert article content directly into an email or note. This is exactly the feature designed for the 'quickly access a knowledge article while on a call' scenario.

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Omnichannel for Customer Service

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Dynamics 365 Copilot

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Customer Service Insights

Question 12

A sales organization uses Dynamics 365 Sales and wants to analyze historical win rates by product category. The manager needs a custom report that displays the win rate percentage for each product category over the last 12 months. What is the recommended approach?

Accepted Answer

Create a Power BI report using the Dynamics 365 connector. Power BI is the recommended tool for creating custom reports and visualizations from Dynamics 365 data. Using the Dynamics 365 connector, you can build a report that calculates win rates by product category over time. Power BI provides the necessary aggregation and visualization capabilities.

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Create a custom entity to store win rates

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Use the out-of-the-box Sales Dashboard

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Export data to Excel and create a PivotTable

Question 13

Which TWO of the following are key capabilities of Dynamics 365 Field Service? (Select TWO.)

Accepted Answer

Scheduling and dispatching. Option B (Scheduling and dispatching) is correct because Dynamics 365 Field Service is built around the Schedule Board and Resource Scheduling Optimization, which let dispatchers assign the right technicians to jobs based on skills, location, and availability. Option D (Work order management) is correct because work orders are the core record in Field Service, capturing customer assets, service tasks, incident types, and the full lifecycle from creation to completion and billing. Options A (Lead management) and E (Marketing automation) belong to Dynamics 365 Sales and Customer Insights/Marketing respectively, not Field Service. Option C (Invoice processing) is not a Field Service capability; while work orders can generate billing information, invoice processing is handled by Finance/Project Operations or an ERP system.

Answer

Lead management

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Invoice processing

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Marketing automation

Question 14

Which TWO benefits does the Customer Service Insights dashboard provide?

Accepted Answer

Topic clustering to identify common issues. Option D is correct because Customer Service Insights uses AI-driven topic clustering to automatically group similar support cases and surface emerging or common issues, helping organizations understand what customers are contacting them about. Option E is correct because the dashboard provides historical trend analysis of case volumes and other KPIs over time, enabling managers to spot patterns and make data-driven decisions. Options A, B, and C are not features of Customer Service Insights: creating knowledge articles from cases is a capability of Dynamics 365 Customer Service, real-time agent monitoring is handled through tools like Omnichannel supervisor dashboards, and live chat is provided by Omnichannel for Customer Service, not the analytics dashboard.

Answer

Direct creation of knowledge articles from cases

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Real-time agent monitoring

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Live chat with customers

Question 15

You are a Dynamics 365 administrator. Which THREE actions can be performed using Copilot capabilities in Dynamics 365?

Accepted Answer

Summarize a customer case history. Option C is correct because Copilot in Dynamics 365 can summarize a customer case history, condensing case notes, activities, and related records into a concise overview for the agent. Option D is correct because Copilot can generate a draft email response directly from a record, using the record's context and knowledge to compose a suggested reply. Option E is correct because Copilot supports natural language questions about your data, allowing users to query Dynamics 365 records conversationally and receive answers grounded in the environment's data. Option A is not correct because creating a Power Automate workflow is done in the Power Automate designer, not through Copilot capabilities in Dynamics 365. Option B is not correct because assigning security roles to users is an administrative task performed in the Power Platform admin center or Dynamics 365 security settings, not a Copilot capability.

Answer

Create a Power Automate workflow

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Assign security roles to users