MB-910 Practice Test 19 — 15 Questions

Question 1

Which TWO Dynamics 365 apps are part of the customer engagement apps family?

Accepted Answer

Dynamics 365 Sales. Options C and E are correct. Dynamics 365 Sales and Dynamics 365 Marketing are part of the customer engagement apps family. Option A (Dynamics 365 Finance) is incorrect because it is a finance and operations app. Option B (Dynamics 365 Supply Chain Management) is also a finance and operations app. Option D (Dynamics 365 Human Resources) is a standalone app and not part of customer engagement.

Answer

Dynamics 365 Finance

Answer

Dynamics 365 Supply Chain Management

Answer

Dynamics 365 Human Resources

Question 2

A technician uses a mobile device to view work orders, capture signatures, and update inventory while offline. Which Dynamics 365 Field Service mobile app capability ensures this functionality?

Accepted Answer

Dynamics 365 Field Service mobile app. The Dynamics 365 Field Service mobile app includes offline capabilities for viewing work orders, capturing signatures, and updating inventory. Option A is wrong because the Dynamics 365 Sales mobile app is designed for sales activities, not field service. Option B is wrong because Power Apps mobile is a general platform for building custom apps, not specifically for field service. Option C is wrong because Dynamics 365 Remote Assist is for mixed reality remote assistance, not offline field service tasks.

Answer

Dynamics 365 Sales mobile app

Answer

Power Apps mobile

Answer

Dynamics 365 Remote Assist

Question 3

A company uses Dynamics 365 Field Service and wants to implement a solution where customers can receive proactive service based on IoT device data. Which approach should they use?

Accepted Answer

Connected Field Service with IoT alerts. Connected Field Service with IoT alerts enables proactive service by detecting issues via IoT device data before failure occurs. Option B (Resource Scheduling Optimization) optimizes schedules but does not provide proactive service. Option C (Dynamics 365 Customer Voice) is for feedback, not proactive service. Option D (Customer Portal with self-service booking) is reactive as it requires customers to initiate service.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Customer Voice

Answer

Customer Portal with self-service booking

Question 4

Refer to the exhibit. The IoT alert shown is received. What will happen in Dynamics 365 Field Service?

Accepted Answer

A work order is automatically created for the customer Contoso. The exhibit shows an IoT alert with autoCreateWorkOrder set to true, which means a work order will be automatically created for the customer Contoso regarding the AC unit. Option A is incorrect because the alert does not specify a technician assignment. Option B is incorrect because the action is to create a work order, not just a notification. Option D is incorrect because the work order is created, not just logged.

Answer

A work order is created and assigned to the nearest technician

Answer

The alert is logged and no further action is taken

Answer

A notification is sent to the dispatcher but no work order is created

Question 5

Refer to the exhibit. An IoT alert is received in Connected Field Service. Based on the alert properties, what action will automatically occur?

Accepted Answer

No automatic action is taken; the alert requires manual review.. Since WorkOrderAutoCreation is set to false, no work order is automatically created from the IoT alert. Therefore, no automatic action is taken; the alert requires manual review. Option A is incorrect because without a work order, scheduling cannot occur. Option B is incorrect because auto-creation is disabled. Option D is incorrect because auto-resolution is not triggered.

Answer

The device is automatically scheduled for maintenance.

Answer

A work order is automatically created.

Answer

The alert is automatically resolved.

Question 6

A company wants to use AI to predict when a machine will fail and schedule proactive maintenance. Which Dynamics 365 Field Service capability should be used?

Accepted Answer

Connected Field Service with IoT and Azure Machine Learning. Connected Field Service with IoT and Azure Machine Learning can predict failures and trigger maintenance. Option B is wrong because Resource Scheduling Optimization is for scheduling, not prediction. Option C is wrong because Dynamics 365 Guides is for providing mixed-reality instructions, not for failure prediction. Option D is wrong because Dynamics 365 Customer Service is for case management, not for predictive maintenance.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Guides

Answer

Dynamics 365 Customer Service

Question 7

A company wants to offer customers the ability to self-schedule field service appointments from a portal. Which feature should they use?

Accepted Answer

Customer Portal with Field Service scheduling. The Customer Portal with Field Service scheduling allows customers to book appointments based on technician availability. Option A is incorrect because the Field Service Mobile App is designed for technicians, not customers. Option C is incorrect because Resource Scheduling Optimization is used for automatic scheduling by dispatchers, not self-service. Option D is incorrect because Connected Field Service is for IoT integration, not customer self-scheduling.

Answer

Field Service Mobile App

Answer

Resource Scheduling Optimization

Answer

Connected Field Service

Question 8

A field service organization uses Dynamics 365 Field Service. They want to allow customers to book their own service appointments through a portal. Which feature should they enable?

Accepted Answer

Customer Portal. The Customer Portal (part of Dynamics 365 Field Service) allows customers to self-schedule appointments. Option A (Resource Scheduling Optimization) is for internal scheduling optimization, not customer self-service. Option B (Microsoft Bookings) is a separate scheduling service, not integrated directly with Field Service for customer portal scenarios. Option C (Connected Field Service) is for IoT and remote monitoring, not customer booking.

Answer

Resource Scheduling Optimization

Answer

Microsoft Bookings

Answer

Connected Field Service

Question 9

Which TWO entities can be associated with a work order in Dynamics 365 Field Service to track inventory usage? (Choose two.)

Accepted Answer

Service. Work order products (E) track inventory items used, and work order services (D) track labor performed. Both are associated with a work order to track usage of products and services.

Answer

Resource requirement

Answer

Incident type

Answer

Service task

Question 10

A field service organization wants to automatically generate work orders from IoT alerts when equipment crosses a temperature threshold. Which Dynamics 365 capability should they use?

Accepted Answer

Connected Field Service. Connected Field Service integrates IoT signals to automatically create work orders based on device telemetry. Option A (Customer Voice) is incorrect because it is a survey tool. Option C (Copilot) is incorrect because it is an AI assistant, not an IoT integration. Option D (Remote Assist) is incorrect because it is for mixed reality collaboration.

Answer

Dynamics 365 Customer Voice

Answer

Dynamics 365 Copilot

Answer

Dynamics 365 Remote Assist

Question 11

Which THREE capabilities are provided by Dynamics 365 Field Service to improve first-time fix rates? (Choose three.)

Accepted Answer

Remote Assist. Remote Assist, Connected Field Service, and inventory management help increase first-time fix rates by enabling remote guidance, proactive alerts, and parts availability. Customer Voice is for feedback, schedule board for assignment. Options A, B, and E are correct.

Answer

Schedule board

Answer

Customer Voice

Question 12

A field service organization wants to automatically create a work order when a customer's IoT device sends a specific telemetry signal. The solution must also allow the technician to remotely diagnose the issue before arriving. Which combination of features should be used?

Accepted Answer

Connected Field Service and Remote Assist. Connected Field Service uses IoT alerts to trigger work order creation automatically. Remote Assist, integrated with Microsoft Teams, enables technicians to video call customers for remote diagnostics. Option A is correct because it combines both features. Option B (Customer Asset Management and Remote Assist) is incorrect because Customer Asset Management tracks assets but does not create work orders from IoT signals. Option C (Connected Field Service and Resource Scheduling Optimization) is incorrect because Resource Scheduling Optimization schedules resources but does not provide remote diagnostics. Option D (Schedule board and Resource Scheduling Optimization) is incorrect because both are scheduling tools, lacking IoT-triggered work order creation and remote diagnostics.

Answer

Customer Asset Management and Remote Assist

Answer

Connected Field Service and Resource Scheduling Optimization

Answer

Schedule board and Resource Scheduling Optimization

Question 13

A field service manager wants to track the total time a technician spends on a work order, including travel and on-site work, for billing and payroll purposes. Which entity should they use?

Accepted Answer

Time entry. Time entries allow technicians to log time against work orders, capturing both travel and on-site time. Option A is correct because it directly tracks time for billing and payroll. Option B (Service activity) is a scheduling record, not a time log. Option C (Incident type) defines work performed but not time. Option D (Resource pay type) is a rate configuration, not a time log.

Answer

Service activity

Answer

Incident type

Answer

Resource pay type

Question 14

Which THREE capabilities are provided by Dynamics 365 Field Service? (Choose three.)

Accepted Answer

Scheduling and dispatch. Options B, C, and D are correct. Dynamics 365 Field Service provides scheduling and dispatch, inventory management, and work order management. Option A is incorrect because lead management is part of Dynamics 365 Sales, not Field Service. Option E is incorrect because marketing automation is part of Dynamics 365 Marketing.

Answer

Lead management

Answer

Marketing automation

Question 15

You are reviewing Field Service settings. Based on the exhibit, which statement is true about the configuration?

Accepted Answer

Inventory is automatically updated when products are used. The setting AutoUpdateInventory is true, meaning inventory is automatically updated when products are used. Option A is wrong because the default status is Open, not Scheduled. Option B is wrong because the sync interval is 30 minutes, not 15. Option C is wrong because AutoUpdateInventory is enabled, not disabled.

Answer

Work orders are automatically set to 'Scheduled' when created

Answer

Mobile data syncs every 15 minutes

Answer

Inventory is not automatically updated when products are used