MB-910 Practice Test 19 — 15 Questions

Question 1

A marketing team wants to send personalized emails based on customer lifetime value (CLV) calculated in Dynamics 365 Customer Insights. Which Customer Insights capability should they use to define CLV?

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

Accepted Answer

Measures. Measures in Dynamics 365 Customer Insights allow you to define and calculate key performance indicators (KPIs) like customer lifetime value (CLV) using predefined or custom formulas. This capability aggregates customer data (e.g., purchase history, frequency, monetary value) to produce a numeric metric that can be used for personalization. Activities, Segments, and Relationships do not perform such calculations.

Answer

Activities

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Segments

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Relationships

Question 2

A retail company wants to create a single view of each customer by unifying data from their e-commerce platform, in-store POS system, and loyalty program. Which Dynamics 365 Customer Insights capability should they use?

Accepted Answer

Customer Data Platform (CDP) capabilities. Dynamics 365 Customer Insights is a Customer Data Platform (CDP) that ingests, unifies, and resolves customer data from multiple sources—such as e-commerce platforms, POS systems, and loyalty programs—into a single, unified customer profile. This capability is specifically designed to create a 360-degree view of each customer by matching and merging records across disparate data sources.

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Connections

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Predictions

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Segmentation

Question 3

Contoso, a mid-sized manufacturing company, recently deployed Dynamics 365 Sales and Customer Service. The sales team uses the sales hub to manage leads, opportunities, and quotes. The customer service team uses the customer service hub to manage cases and knowledge articles. The IT manager wants to enable Copilot for both teams to improve productivity. The sales team needs Copilot to summarize opportunity details and suggest email replies. The service team needs Copilot to suggest knowledge articles for case resolution and draft case summaries. The IT manager is concerned about data security and wants to ensure that Copilot only accesses data that users have permission to see. Which action should the IT manager take to meet these requirements?

Accepted Answer

Ensure existing security roles are correctly configured, then enable Copilot for each app.. Copilot in Dynamics 365 respects the existing Dataverse security model: it only surfaces data the signed-in user has permission to access. Therefore, the IT manager should first verify that the sales and service users' security roles are correctly scoped (e.g., business unit, team, or user-level read privileges), then enable Copilot for each app (Sales Hub and Customer Service Hub). This satisfies both the productivity requirements and the data-security concern without granting excessive access.

Answer

Enable Copilot for the entire environment without additional configuration.

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Create a new security role for Copilot users with read access to all data.

Answer

Assign the 'Copilot User' security role to all sales and service users.

Question 4

A company uses Dynamics 365 Customer Service and wants to implement a knowledge base that suggests relevant articles to agents while they are typing a case resolution. Copilot is enabled. What is the most efficient way to achieve this?

Accepted Answer

Enable Copilot and configure knowledge article suggestions. Copilot can suggest knowledge articles in real-time as agents work on cases. Manually searching or tagging is less efficient. Automated suggestions via Copilot provide immediate, relevant articles without extra steps.

Answer

Tag all articles with categories and use queue rules

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Manually train agents to search knowledge base before resolving cases

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Create a Power Automate flow to attach relevant articles

Question 5

A company uses Dynamics 365 Customer Insights - Journeys to automate email marketing. They want to send a birthday offer email to contacts on their birthday. Which TWO components are required to achieve this? (Choose two.)

Accepted Answer

A trigger that fires when the contact's birthday equals today's date. A trigger in Dynamics 365 Customer Insights - Journeys defines the event that starts the journey. For a birthday offer, the trigger must fire when the contact's birthday equals today's date, initiating the email send. This is a time-based trigger that evaluates the contact's date of birth field against the current date.

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A compliance profile

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A static segment of all contacts

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A condition to check if the contact has consented

Question 6

A business analyst wants to create a measure that calculates the average order value for customers. Where in Dynamics 365 Customer Insights would they define this calculation?

Accepted Answer

Measures. In Dynamics 365 Customer Insights, measures are used to define calculated metrics such as average order value. Measures aggregate data from your data sources using formulas (e.g., SUM, AVERAGE) and are stored as KPIs that can be used in segments, insights, or dashboards. This is the correct location for defining custom calculations like average order value.

Answer

Data sources

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Segments

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Predictions

Question 7

A Dynamics 365 Marketing user wants to send a personalized email to customers who have purchased a specific product and have not opened any email in the last 30 days. Which segment type should they create?

Accepted Answer

Dynamic segment. A dynamic segment in Dynamics 365 Marketing (Customer Insights) evaluates membership automatically based on query logic against contact and interaction data. Because the requirement involves conditions on purchase history (a specific product) and engagement (no email opens in 30 days), a dynamic segment continuously re-evaluates and updates membership as data changes. This is exactly what dynamic segments are designed for.

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Custom segment

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Static segment

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Lookalike segment

Question 8

A sales manager wants to use Dynamics 365 Customer Insights - Journeys to send a follow-up email to all contacts who attended a recent webinar. The webinar attendance data is stored in a custom table in Dynamics 365. Which type of segment should they create to target these contacts?

Accepted Answer

Dynamic segment. A dynamic segment is the correct choice because it automatically updates membership based on real-time data and conditions, such as a custom table recording webinar attendance. This ensures that as new contacts attend webinars, they are automatically included in the segment without manual intervention, making it ideal for targeting contacts based on evolving criteria.

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Deployed segment

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Static segment

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Custom segment

Question 9

Drag and drop the steps to set up a Power Automate flow triggered by a Dynamics 365 record change into the correct order.

Accepted Answer

Select a trigger (e.g., When a record is created or modified), then define conditions (optional), then add actions (e.g., send email, update record), then save and enable the flow.. Setting up a flow involves selecting a trigger, defining conditions, adding actions, and enabling.

Answer

Define conditions first, then select a trigger, then add actions, then save and enable.

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Add actions first, then select a trigger, then define conditions, then save and enable.

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Save and enable first, then select a trigger, then define conditions, then add actions.

Question 10

A company wants to use Dynamics 365 Customer Insights to generate AI-driven predictions about customer lifetime value. They have transactional data and customer demographics. Which feature should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights are specifically designed to generate AI-driven predictions, such as customer lifetime value (CLV), by analyzing historical transactional data and customer demographics. This feature uses machine learning algorithms to forecast future behavior, making it the correct choice for this scenario.

Answer

Segments

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Enrichment

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Measures

Question 11

During a sales call, a rep wants to quickly view the customer's past purchases and support tickets. Which Dynamics 365 Sales feature provides a consolidated timeline of customer interactions?

Accepted Answer

Timeline. The Timeline control in Dynamics 365 Sales displays a consolidated, chronological view of all activities and interactions related to a record — including past purchases (as opportunities/orders), support tickets (as cases), emails, phone calls, and appointments. It is embedded on the main forms (Account, Contact, Opportunity) and gives reps a single scrollable history. This directly answers the requirement for a consolidated timeline of customer interactions.

Answer

Activity Feed

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Relationship Assistant

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Summary Form

Question 12

Drag and drop the steps to manage a case lifecycle in Dynamics 365 Customer Service into the correct order.

Accepted Answer

Create Case, then Assign Case, then Resolve Case, then Verify Resolution, then Close Case. Case lifecycle includes creation, assignment, resolution, verification, and closure.

Answer

Assign Case, then Create Case, then Resolve Case, then Verify Resolution, then Close Case

Answer

Create Case, then Resolve Case, then Assign Case, then Verify Resolution, then Close Case

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Create Case, then Assign Case, then Close Case, then Resolve Case, then Verify Resolution

Question 13

Northwind Traders uses Dynamics 365 Field Service to manage work orders and scheduling for their technicians. They have integrated with Dynamics 365 Supply Chain Management to sync inventory levels. Recently, they implemented IoT alerts from equipment sensors that automatically generate work orders when a threshold is exceeded. The operations manager wants to optimize the scheduling of these IoT-generated work orders by automatically assigning them to the nearest available technician with the right skills. Additionally, the manager wants to use predictive maintenance to proactively schedule maintenance before equipment fails, based on sensor data. Which combination of features should the administrator enable to meet these requirements?

Accepted Answer

Enable Resource Scheduling Optimization (RSO) and Connected Field Service.. Resource Scheduling Optimization (RSO) is the Dynamics 365 Field Service feature that automatically assigns work orders to the best-fit technician based on proximity, skills, priority, and availability — exactly what the manager needs for IoT-generated work orders. Connected Field Service (CFS) is the Azure IoT Hub integration that ingests sensor telemetry and triggers work orders when thresholds are breached, and it also enables predictive maintenance scenarios. Together, RSO + CFS cover both the automated scheduling and the IoT-driven predictive maintenance requirements.

Answer

Enable Resource Scheduling Optimization (RSO) and schedule manually using the schedule board.

Answer

Enable Connected Field Service and configure manual scheduling with skill matching.

Answer

Enable Connected Field Service and create work order templates for IoT-generated work orders.

Question 14

A company wants to combine data from Microsoft 365, Dynamics 365, and their custom app into one customer data platform. Which Dynamics 365 Customer Insights capability enables this?

Accepted Answer

Data ingestion and unification. Data ingestion and unification (Option B) is the correct capability for combining data from Microsoft 365, Dynamics 365, and custom apps into a single customer data platform. This feature connects to various data sources, ingests the data, and unifies it into a unified customer profile. Option A (Measures) is for defining KPIs and metrics, not for data combination. Option C (Customer segments) is for creating groups of customers after data is unified. Option D (Prediction models) uses unified data to predict outcomes, not to combine data sources.

Answer

Measures

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Customer segments

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Prediction models

Question 15

Which TWO features are part of Dynamics 365 Sales Insights? (Select two.)

Accepted Answer

Relationship Assistant. Relationship Assistant is a core feature of Dynamics 365 Sales Insights that provides actionable reminders and recommendations based on AI and business rules, helping salespeople prioritize activities. Predictive Lead Scoring uses machine learning models to score leads based on historical conversion data, enabling sales teams to focus on high-quality leads.

Answer

Sales Literature

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Email Templates

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Goal Management