MB-910 Practice Test 17 — 15 Questions

Question 1

A support agent needs to see a complete timeline of customer interactions including emails, phone calls, and past cases while working on a new case. Which Dynamics 365 Customer Service feature provides this view?

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

Accepted Answer

Timeline. The Timeline control in Dynamics 365 Customer Service displays a chronological, unified view of all activities and interactions related to a record, including emails, phone calls, appointments, tasks, and past cases. It gives agents full context without navigating between multiple forms or views.

Answer

Knowledge article

Answer

Copilot for Service

Answer

Queue

Question 2

A company uses Dynamics 365 Customer Insights and wants to ensure compliance with data privacy regulations. Which THREE actions should they take?

Accepted Answer

Audit data access and usage. Auditing data access and usage (Option B) is a core compliance requirement because it enables organizations to track who accessed customer data, when, and for what purpose. Dynamics 365 Customer Insights provides built-in auditing capabilities that log all data interactions, which is essential for demonstrating compliance with regulations like GDPR and CCPA.

Answer

Enable encryption at rest

Answer

Deploy Copilot for Customer Insights

Question 3

A company uses Dynamics 365 Customer Service. Agents need to see the full conversation history from multiple channels (email, chat, phone) in one view. What should they use?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service is the Dynamics 365 capability that unifies email, live chat, voice, SMS, and social channels into a single agent workspace, giving agents one view of the full cross-channel conversation history. It is purpose-built for multi-channel engagement and routing.

Answer

Copilot for Service

Answer

Timeline

Answer

Knowledge Articles

Question 4

In Dynamics 365 Sales, what is the purpose of the 'Business Process Flow'?

Accepted Answer

To guide users through a series of stages to complete a process. In Dynamics 365 Sales, a Business Process Flow (BPF) provides a visual guide that leads users through a defined sequence of stages and steps to complete a business process, such as qualifying a lead or closing an opportunity. It ensures consistency and data integrity by enforcing required fields and stage progression, rather than performing analytics, automation, or access control.

Answer

To provide analytics on sales performance

Answer

To automate repetitive tasks

Answer

To control data access

Question 5

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. The Knowledge Base in Dynamics 365 Customer Service is the repository of articles that agents can search and link to cases. It provides full-text search, filtering, and inline article suggestions directly within the case form, enabling agents to find relevant content quickly.

Answer

Timeline

Answer

Unified Routing

Answer

Service Level Agreements

Question 6

A small business recently started using Dynamics 365 Sales to manage customer interactions. The owner wants to see a quick overview of the sales pipeline and the performance of each salesperson. They have limited time and want to use out-of-the-box features without custom development. Which feature should they use to visualize the pipeline and track sales activities in real time?

Accepted Answer

Sales Dashboard. Dynamics 365 Sales includes out-of-the-box Sales Dashboards that provide real-time visualizations of the sales pipeline, activities, and performance metrics for each salesperson. These dashboards are preconfigured and require no custom development, allowing the owner to quickly gain insights. Sales Copilot is an AI assistant, Advanced Find is a query tool, and Power BI embedded requires additional setup and licensing, so they do not meet the requirement for immediate out-of-the-box visualization.

Answer

Sales Copilot

Answer

Advanced Find

Answer

Power BI embedded

Question 7

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Dynamics 365 feature should they use?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring in Dynamics 365 Sales uses machine learning models trained on historical lead data to assign a numeric score (0-100) representing the likelihood that a lead will convert to an opportunity. This allows sales managers to automatically rank and prioritize leads without manual rule creation. It is the only option that provides automated, AI-driven prioritization based on conversion probability.

Answer

Lead Management

Answer

Relationship Assistant

Answer

Copilot

Question 8

A field service organization uses Dynamics 365 Field Service and wants to reduce the number of truck rolls by resolving issues remotely. Which feature enables remote collaboration between technicians and experts?

Accepted Answer

Dynamics 365 Remote Assist. Dynamics 365 Remote Assist enables technicians in the field to collaborate with remote experts using mixed-reality video calls, annotations, and screen sharing, allowing experts to see what the technician sees and guide them through repairs. This directly reduces truck rolls by resolving issues remotely.

Answer

Connected Field Service

Answer

Dynamics 365 Copilot

Answer

Dynamics 365 Customer Voice

Question 9

Which TWO components are part of Dynamics 365 Field Service? (Choose 2)

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (A) is a core Dynamics 365 Field Service add-in that uses automated scheduling algorithms to assign the most appropriate technician to each work order based on travel time, skills, and priority. Connected Field Service (E) is also part of Field Service, using Azure IoT Hub and IoT Central to stream device telemetry into Dynamics 365 so that faults can trigger work orders or remote actions automatically. By contrast, Finance and Operations (B) is a separate Dynamics 365 ERP application, Customer Service Hub (C) belongs to Dynamics 365 Customer Service, and Marketing Insights (D) is a Dynamics 365 Marketing capability, so none of these three are Field Service components.

Answer

Finance and Operations

Answer

Customer Service Hub

Answer

Marketing Insights

Question 10

Your organization uses Dynamics 365 Customer Service and wants to allow customers to submit service requests via a web portal and track the status. Which feature should you implement?

Accepted Answer

Customer Service Portal. The Customer Service Portal (Power Apps Portals / Dynamics 365 Customer Service portal) is the feature that lets external customers submit and track service requests (cases) via a web portal. It provides case creation, case status tracking, knowledge article access, and forum capabilities out of the box. This directly satisfies the requirement for customers to submit and track service requests.

Answer

Knowledge Base

Answer

Copilot for Service

Answer

Power Automate

Question 11

A sales manager wants to forecast revenue by analyzing historical opportunities and current pipeline. Which Dynamics 365 feature should they use?

Accepted Answer

Sales forecasting. Sales forecasting in Dynamics 365 Sales uses historical opportunity data and current pipeline to generate predictive revenue forecasts. It allows sales managers to analyze trends, adjust quotas, and project future revenue based on actual CRM data. This is a built-in feature specifically designed for revenue forecasting.

Answer

Customer Insights

Answer

Power BI

Answer

Copilot

Question 12

A new sales representative needs to quickly understand the history of interactions with a specific customer before a meeting. They want to see all emails, appointments, phone calls, and notes related to that customer in one place. Which feature in Dynamics 365 Sales should they use?

Accepted Answer

Timeline control. The Timeline control in Dynamics 365 Sales displays all activities — emails, appointments, phone calls, tasks, and notes — related to a record in a single chronological view. A sales rep opening a customer or opportunity record can see the complete interaction history in one place, which is exactly what the scenario requires.

Answer

Relationship assistant

Answer

Sales Copilot

Answer

Activity feed

Question 13

A company deploys Dynamics 365 Field Service and wants to ensure technicians can access work orders and customer asset history offline on their mobile devices while in remote areas. Which approach should they use?

Accepted Answer

Use the Field Service Mobile app with offline synchronization. The Field Service Mobile app with offline synchronization is the correct approach because it is specifically designed to allow technicians to download work orders, customer asset history, and other relevant data to their mobile devices. This enables full functionality—including viewing, updating, and capturing signatures—without requiring a continuous internet connection, with changes automatically syncing when connectivity is restored.

Answer

Export work orders to Excel and manually update later

Answer

Ensure technicians always have cellular connectivity

Answer

Access work orders through Microsoft Teams on mobile

Question 14

A multinational corporation uses Dynamics 365 Customer Insights - Journeys to send personalized email campaigns. They want to ensure that customers in the European Union receive only emails for which they have given explicit consent, as required by GDPR. Which feature should they configure to manage consent at the contact level and enforce it in journey segments?

Accepted Answer

Compliance profiles. Compliance profiles in Customer Insights - Journeys allow organizations to manage consent settings and enforce them in journey segments, ensuring that only contacts with explicit consent are included in email campaigns, as required by GDPR. Option B (Compliance profiles) is correct because it directly handles consent management and enforcement. Option A (Segment filters) can filter contacts but does not enforce consent compliance. Option C (Subscription center) manages subscription preferences, but it does not enforce explicit consent for GDPR. Option D (Data privacy search) is used to respond to data subject requests, not for proactive consent management.

Answer

Segment filters

Answer

Subscription center

Answer

Data privacy search

Question 15

Your Dynamics 365 Sales administrator wants to use Copilot to generate a summary of a lead's interaction history. Which prerequisite must be met?

Accepted Answer

The user must have read permissions on the lead and related activities. To use Copilot to generate a summary of a lead's interaction history, the user must have read permissions on the lead and related activities. Copilot respects the security model of Dynamics 365, so it can only access data the user is authorized to view.

Answer

The lead must have at least 10 email interactions

Answer

The organization must be using Microsoft 365 Copilot

Answer

An AI Builder model must be published