MB-910 Practice Test 16 — 15 Questions

Question 1

Which TWO capabilities does the LinkedIn Sales Navigator integration with Dynamics 365 Sales provide?

Accepted Answer

Send InMail messages directly from Dynamics 365. LinkedIn Sales Navigator integration provides the ability to send InMail messages directly from Dynamics 365 and view LinkedIn profiles of leads and contacts without leaving the application. Syncing activities is a background feature and not considered one of the two primary capabilities selected here.

Answer

Post updates to company LinkedIn page

Answer

Automatically send connection requests to all leads

Answer

Sync LinkedIn activities to Dynamics 365

Question 2

An organization uses Dynamics 365 Customer Service and wants to automatically suggest knowledge articles to customers while they are typing their support request in a chat. Which feature should be used?

Accepted Answer

Copilot. (Copilot) is correct because Copilot can automatically suggest relevant knowledge articles to customers in real-time during a chat conversation. Option B (Smart Assist) is incorrect because it suggests articles to agents, not customers. Option C (Case Resolution) is incorrect because it is a process for closing cases. Option D (Knowledge Base Search control) is incorrect because it is for agents to search knowledge base.

Answer

Smart Assist

Answer

Case Resolution

Answer

Knowledge Base Search control

Question 3

A support agent needs to escalate a case to a subject matter expert who is not a member of the current queue. The agent wants to send the case to a specific user. What action should the agent take?

Accepted Answer

Assign the case to the user. The 'Assign' action allows the agent to choose a specific user. Option A is wrong because 'Transfer' is for Omnichannel conversations. Option C is wrong because 'Share' grants access but does not reassign ownership. Option D is wrong because 'Route' uses routing rules.

Answer

Transfer the conversation

Answer

Share the case with the user

Answer

Route the case

Question 4

A customer service manager wants to monitor real-time metrics such as average handle time and customer satisfaction scores for their team. Which dashboard should they use?

Accepted Answer

Omnichannel real-time analytics dashboard. Customer Service historical analytics provides historical metrics, not real-time. Omnichannel real-time analytics shows live metrics for agents handling conversations. Power BI reports can be customized but require extra setup. The Customer Service workspace is for agents, not managers.

Answer

Customer Service workspace dashboard

Answer

Power BI embedded reports

Answer

Customer Service historical analytics dashboard

Question 5

Which TWO features help agents maintain context when moving between cases?

Accepted Answer

Session management. Options A and B are correct. Session management and application tab templates help agents keep context across cases.

Answer

Automatic case closure

Answer

Customer Service Insights

Answer

Power Automate flows

Question 6

Your organization uses Dynamics 365 Customer Service and wants to automatically create tasks for agents when a case is escalated. Which automation tool should be used?

Accepted Answer

Power Automate. Power Automate flows can be triggered by case escalation events to automatically create tasks for agents. Option A is incorrect because Unified Routing assigns cases to agents based on rules but does not create tasks. Option B is incorrect because SLA KPIs track response and resolution times but do not create tasks. Option C is incorrect because Customer Service Insights provides analytics and reports, not task creation.

Answer

Unified Routing

Answer

SLA KPIs

Answer

Customer Service Insights

Question 7

A customer service agent needs to quickly find relevant articles while working on a case. Which Dynamics 365 Customer Service feature provides this?

Accepted Answer

Knowledge Base. Knowledge Base search, often enhanced by Copilot, helps agents find relevant articles while working on a case. Option A (Knowledge Base) is correct. Option B (Timeline) shows the case history. Option C (Unified Routing) distributes work to agents. Option D (Service Level Agreements) tracks performance agreements.

Answer

Timeline

Answer

Unified Routing

Answer

Service Level Agreements

Question 8

Which TWO features of Dynamics 365 Customer Service help agents maintain context and reduce handle time? (Choose two.)

Accepted Answer

Agent Script with Macro. Agent Script with Macro (Option B) and Copilot (Option D) are both designed to improve agent efficiency by providing guided steps and AI-generated responses, helping maintain context and reduce handle time. Option A (Queue) is for routing interactions but does not directly maintain context or reduce handle time. Option C (Knowledge Base) is a passive repository that requires agents to actively search, which does not actively reduce handle time. Option E (Timeline control) provides historical context but does not actively reduce handle time.

Answer

Queue

Answer

Knowledge Base

Answer

Timeline control

Question 9

An agent searches for 'password reset' in the knowledge base. Which of the following is most likely to be the top result based on the exhibit?

Accepted Answer

Password Reset Steps. The article 'Password Reset Steps' has matching keywords 'password reset' and a high rating of 4.5, making it likely the top result. Options A, C, and D are less likely because they do not match the keywords as closely or have lower ratings.

Answer

Technical Support FAQ

Answer

Billing Inquiry Process

Answer

Account Creation Guide

Question 10

An organization wants to ensure that critical support cases are escalated if not resolved within 4 hours. Which feature should be configured?

Accepted Answer

Service Level Agreements (SLA). Service Level Agreements (SLA) in Dynamics 365 Customer Service allow organizations to define time windows and escalation actions for support cases. When a case is not resolved within the specified time (e.g., 4 hours), the SLA can automatically escalate the case to a supervisor or queue. Option D is correct. Option A (Copilot) is an AI assistant, not for escalation. Option B (Timeline) shows case history. Option C (Unified Routing) assigns work but does not enforce resolution time limits.

Answer

Copilot

Answer

Timeline

Answer

Unified Routing

Question 11

A customer service representative needs to see a 360-degree view of a customer including their cases, entitlements, and recent interactions. Which entity should be used as the primary record?

Accepted Answer

Contact. The Contact record provides a comprehensive view of the customer's interactions, cases, and entitlements. Option B is wrong because the Account record is for organizations, but the question refers to an individual customer. Option C is wrong because the Case record is a specific issue, not a customer view. Option D is wrong because the Queue record is for grouping cases.

Answer

Account

Answer

Case

Answer

Queue

Question 12

A company uses Dynamics 365 Customer Service and wants to use AI to automatically classify and suggest solutions for incoming cases. Which feature should they enable?

Accepted Answer

Customer Service Insights. Customer Service Insights (Option A) is correct because it leverages AI to automatically classify incoming cases into topics and suggest relevant solutions based on historical patterns. Option B (Omnichannel for Customer Service) is designed for routing and managing conversations across channels, not for AI classification. Option C (Copilot in Customer Service) provides real-time assistance to agents but does not automatically classify cases. Option D (Knowledge Base) is a repository of articles and does not use AI for classification.

Answer

Omnichannel for Customer Service

Answer

Copilot in Customer Service

Answer

Knowledge Base

Question 13

Which THREE capabilities are provided by Omnichannel for Customer Service? (Choose three.)

Accepted Answer

SMS. Omnichannel for Customer Service provides multiple communication channels including SMS, voice, and live chat. These three are correct. Option B (Copilot integration) is an AI feature but not a distinct channel provided by Omnichannel. Option E (Knowledge Base management) is a separate feature within Dynamics 365 Customer Service, not a channel within Omnichannel.

Answer

Copilot integration

Answer

Knowledge Base management

Question 14

Which TWO features in Dynamics 365 Customer Service help improve agent productivity by providing suggested actions or responses?

Accepted Answer

Copilot for Service. Options B and D are correct. Copilot for Service suggests responses and automated actions to agents, while Knowledge articles provide quick answers to resolve cases. Option A (Timeline) displays customer interaction history, not suggestions. Option C (Sentiment analysis) analyzes customer sentiment, not actions. Option E (Macros) automate repetitive steps but do not suggest responses or actions.

Answer

Timeline

Answer

Sentiment analysis

Answer

Macros

Question 15

An organization wants to automatically categorize incoming support emails based on keywords and route them to the appropriate queue. Which feature should they configure?

Accepted Answer

Configure routing rule sets. Routing rules in Dynamics 365 Customer Service can automatically categorize and route cases based on conditions like keywords. Queues are containers, not automatic categorization. Unified Routing is for omnichannel scenarios. Copilot is for AI assistance, not routing.

Answer

Create queues for each category

Answer

Use Copilot to read emails

Answer

Enable Unified Routing