MB-910 Practice Test 16 — 15 Questions

Question 1

A sales manager wants to view a visual representation of the sales pipeline and forecast revenue for the quarter. Which feature in Dynamics 365 Sales should they use?

Accepted Answer

Pipeline view. The Pipeline view in Dynamics 365 Sales provides a visual, stage-by-stage representation of the sales pipeline, showing deals as they progress through the sales process. It allows the sales manager to quickly assess the pipeline health and forecast revenue by viewing deal amounts and probabilities at each stage, directly within the Sales Hub app.

Answer

Sales dashboard

Answer

Power BI report

Answer

Sales Insights

Question 2

Which THREE of the following are data sources that can be ingested into Dynamics 365 Customer Insights - Data?

Accepted Answer

Salesforce. Dynamics 365 Customer Insights - Data supports ingesting data from Salesforce via its built-in Power Query connectors. This allows organizations to unify customer data from CRM systems like Salesforce into a single customer data platform (CDP) for 360-degree views.

Answer

Answer

SAP Concur

Question 3

A company wants to reduce the number of repeat visits by ensuring that technicians have the right parts when they arrive. Which approach should the company use?

Accepted Answer

Set up inventory management to track parts and replenish van stock.. Inventory management in Dynamics 365 Field Service allows organizations to track parts, manage van stock levels, and automatically replenish inventory. This ensures technicians have the required parts on hand before arriving at a job, directly reducing repeat visits caused by missing components.

Answer

Use Resource Scheduling Optimization to assign the nearest technician.

Answer

Require technicians to use the mobile app to view work order details.

Answer

Enable the customer portal for customers to order parts.

Question 4

You are a customer service manager at a software company. The support team uses Dynamics 365 Customer Service workspace to manage cases. The team has noticed that agents spend a lot of time searching for relevant knowledge articles when working on cases. You want to improve efficiency by providing agents with relevant article suggestions automatically based on the case details. Additionally, the solution should learn from agent feedback to improve suggestions over time. What should you implement?

Accepted Answer

Enable Copilot for Service to suggest knowledge articles based on case context and agent feedback.. Copilot for Service in Dynamics 365 Customer Service uses AI to analyze case context and suggest relevant knowledge articles, and it learns from agent feedback to improve suggestions over time. This directly meets the requirement of automatic suggestions based on case details and continuous learning. The other options do not provide AI-driven, context-aware suggestions with feedback loops.

Answer

Create a Customer Service Insights dashboard to show frequently used articles.

Answer

Build a custom chatbot using Copilot Studio that agents can query for articles.

Answer

Manually tag each case with relevant knowledge articles using a lookup field.

Question 5

A customer service agent needs to find answers to common questions without leaving the case form. Which feature provides suggested knowledge articles in real time?

Accepted Answer

Knowledge article suggestions. Knowledge article suggestions in Dynamics 365 Customer Service automatically present relevant knowledge articles to agents directly within the case form. This feature uses text analysis and search to suggest articles based on the case title, description, and other fields, allowing agents to find answers without leaving the case.

Answer

Omnichannel for Customer Service

Answer

Copilot in Customer Service

Answer

Power Virtual Agents (Copilot Studio)

Question 6

A company uses Dynamics 365 Customer Insights - Journeys. Which THREE activities can be used in a journey? (Select THREE.)

Accepted Answer

Send push notification. Send push notification is a correct activity because Dynamics 365 Customer Insights - Journeys allows you to add push notification actions to a journey, enabling real-time engagement with customers via mobile apps. This leverages the customer's consent and device registration data to deliver targeted messages.

Answer

Update inventory

Answer

Generate invoice

Question 7

A sales manager wants to automatically score leads based on their fit and engagement. Which Dynamics 365 capability should they use?

Accepted Answer

Predictive lead scoring. Predictive lead scoring uses AI models to automatically score leads based on their fit (demographics, firmographics) and engagement (email opens, website visits, event attendance). This directly matches the sales manager's requirement for automated scoring without manual rules, making option A the correct choice.

Answer

Sales accelerator

Answer

Copilot for Sales

Answer

Power BI reports

Question 8

Match each Microsoft Dynamics 365 component to its primary function.

Accepted Answer

Dynamics 365 Sales: Manage sales pipelines and customer interactions. Dynamics 365 Sales manages pipelines and customer interactions, Customer Service handles cases and requests, Marketing automates campaigns and lead generation, and Field Service schedules field operations. Common confusions include swapping Sales with Customer Service or Marketing with Field Service.

Answer

Dynamics 365 Sales: Handle customer support cases and service requests

Answer

Dynamics 365 Marketing: Schedule and manage field service operations

Question 9

Your Customer Insights data shows that some customer profiles have missing phone numbers. You have a third-party data provider that can supply phone numbers based on email addresses. Which capability should you use to add this data?

Accepted Answer

Data enrichment. Data enrichment is the correct capability because it allows you to enhance existing customer profiles by appending missing attributes—such as phone numbers—from an external third-party data provider. In Dynamics 365 Customer Insights, enrichment uses a matching key (e.g., email address) to pull in additional data from a configured provider without overwriting or merging entire records.

Answer

Data merge

Answer

Data import

Answer

Data matching

Question 10

Which TWO capabilities are provided by Copilot for Sales? (Choose two.)

Accepted Answer

Suggest email replies based on CRM data. Copilot for Sales uses AI to suggest email replies based on CRM data, such as recent interactions, opportunities, and account details, directly within the user's email client. This capability helps sellers respond faster and more accurately without leaving their email workflow.

Answer

Predict lead conversion probability

Answer

Automatically send follow-up emails

Answer

Create sales pipelines automatically

Question 11

Which TWO actions are performed during the data unification process in Dynamics 365 Customer Insights?

Accepted Answer

Merging duplicate records into a single profile. The data unification process in Dynamics 365 Customer Insights includes deduplication, where duplicate records from the same or different sources are merged into a single, unified customer profile. This step ensures that each customer is represented once, eliminating fragmentation and providing a single source of truth.

Answer

Enriching profiles with external demographic data

Answer

Creating measures to calculate KPIs

Answer

Creating segments for marketing campaigns

Question 12

A project manager wants to track project tasks, resources, and budgets in Dynamics 365. Which app should they use?

Accepted Answer

Dynamics 365 Project Operations. Dynamics 365 Project Operations is designed for project-based businesses, providing capabilities to manage project tasks, resources, budgets, and profitability. It integrates with other Dynamics 365 apps to deliver end-to-end project management.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Field Service

Question 13

A support agent needs to temporarily escalate a case to a senior engineer without reassigning ownership. The senior engineer should be able to view and collaborate on the case. What should the agent do?

Accepted Answer

Add the senior engineer as a case participant. Adding the senior engineer as a case participant in Dynamics 365 Customer Service allows them to view and collaborate on the case without transferring ownership. This maintains the original agent as the owner while granting the senior engineer access to contribute, which is the exact requirement for temporary escalation without reassignment.

Answer

Route the case to a queue the senior engineer monitors

Answer

Reassign the case to the senior engineer

Answer

Create a child case and link it

Question 14

A sales manager notices that some opportunities are stuck in the 'Qualify' stage for weeks. They want to automatically move opportunities to a different stage if no activity occurs for 14 days. What should they use?

Accepted Answer

Power Automate flow. Power Automate flows can be triggered by a condition such as 'no activity for 14 days' on an opportunity record. They can then automatically update the stage field to move the opportunity to a different stage, providing the automation needed without manual intervention.

Answer

SLA

Answer

Business rule

Answer

Copilot

Question 15

Which THREE components are part of the Omnichannel for Customer Service capabilities?

Accepted Answer

Live chat. Live chat is a core component of Omnichannel for Customer Service because it enables real-time, text-based conversations between customers and agents directly from a website or portal. It is integrated into the unified routing engine, allowing chats to be distributed based on presence, capacity, and skill requirements, and it supports rich messaging features like file attachments and quick replies.

Answer

Customer Service portal

Answer

Knowledge Management