MB-910 Practice Test 2 — 10 Questions

Question 1

A healthcare provider uses Dynamics 365 Customer Insights to manage patient profiles. They need to ensure that only authorized users can access sensitive health information. Which feature should they configure?

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

Accepted Answer

Role-based access control (RBAC). Role-based access control (RBAC) in Dynamics 365 Customer Insights allows administrators to assign specific permissions (e.g., read, write, delete) to users based on their roles, ensuring that only authorized personnel can access sensitive health information. This is the primary mechanism for securing patient data and complying with regulations like HIPAA.

Answer

Enrichment with external data

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Match rules for deduplication

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Data source connections

Question 2

Drag and drop the steps to set up a custom entity in Dynamics 365 into the correct order.

Accepted Answer

Create the entity, then add fields, then design forms and views, then publish.. Custom entity setup includes creating the entity, adding fields, designing forms/views, and publishing.

Answer

Add fields, then create the entity, then design forms and views, then publish.

Answer

Create the entity, then design forms and views, then add fields, then publish.

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Create the entity, then add fields, then publish, then design forms and views.

Question 3

An organization wants to allow customers to create support tickets through a web portal and track their resolution progress. Which Dynamics 365 Customer Service component should they use?

Accepted Answer

Customer Portal. Customer Portal. The Customer Portal (based on Power Apps portals) is specifically designed to allow external customers to create and track support tickets (cases) through a web interface. Option A (Knowledge Base) is used for storing and retrieving articles, not for ticket submission. Option C (Service Scheduling) is for scheduling service activities and resources. Option D (Omnichannel for Customer Service) provides real-time communication channels like chat and SMS, but not a portal-based case creation and tracking.

Answer

Knowledge Base

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Service Scheduling

Answer

Omnichannel for Customer Service

Question 4

A company is using Dynamics 365 Customer Insights to get a unified view of their customers. They have data from their e-commerce platform, CRM system, and customer support tickets. Which step is required to ensure that the same customer is recognized across these different data sources?

Accepted Answer

Configure data matching rules. B is correct because data matching rules in Dynamics 365 Customer Insights define how records from different sources (e-commerce, CRM, support tickets) are identified as belonging to the same customer. These rules use conditions like email, phone, or name to deduplicate and unify customer profiles into a single entity, ensuring consistent recognition across all ingested data sources.

Answer

Enrich profiles with external data

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Create measures and KPIs

Answer

Set up data export destinations

Question 5

A customer service agent needs to quickly access a knowledge article while on a call with a customer. Which feature in Dynamics 365 Customer Service allows the agent to view relevant articles without leaving the case form?

Accepted Answer

Knowledge Base Search control. The Knowledge Base Search control embeds search results within the case form, allowing agents to view relevant articles without leaving the case. Option A is wrong because Service Scheduling manages resource scheduling for service activities, not article search. Option C is wrong because Customer Service Insights is an analytics tool that provides insights and reports, not inline article search. Option D is wrong because Omnichannel for Customer Service handles multiple communication channels (chat, SMS, etc.) and does not directly provide knowledge article search within the case form.

Answer

Service Scheduling

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Customer Service Insights

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Omnichannel for Customer Service

Question 6

Which TWO of the following are essential components of a Dynamics 365 Field Service implementation for a company that wants to use resource scheduling optimization? (Select TWO.)

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is an add-in that automatically schedules work orders to the most appropriate resources, so option D, Resource Scheduling Optimization, is essential because it is the actual optimization engine being implemented. Option E, Bookable Resources, is also essential because RSO can only schedule resources that are configured as bookable (for example, users, crews, or equipment with the proper bookable resource settings and characteristics), and without them there is nothing for the optimizer to assign. The Field Service mobile app (A) is useful for technicians to view and complete work but is not required for RSO to run. A customer self-service portal (B) and IoT devices (C) can enhance Field Service scenarios such as intake or predictive maintenance, but neither is a prerequisite for resource scheduling optimization.

Answer

Field Service mobile app

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Customer self-service portal

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IoT devices

Question 7

Drag and drop the steps to configure a business process flow in Dynamics 365 into the correct order.

Accepted Answer

Create a new business process flow, then add stages, then add steps to stages, then activate the process.. Configuring a business process flow requires creating a new process, defining stages and steps, and activating it.

Answer

Create a new business process flow, then add steps to stages, then add stages, then activate the process.

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Define stages, then create a new business process flow, then add steps to stages, then activate the process.

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Create a new business process flow, then activate it, then add stages, then add steps to stages.

Question 8

A sales organization wants to use AI to evaluate historical data and predict which opportunities are most likely to close. Which feature should they implement?

Accepted Answer

Predictive opportunity scoring. Predictive opportunity scoring uses AI to score opportunities based on historical data. Predictive lead scoring is for leads. Relationship analytics analyzes communication. Sequence is a process. Sales accelerator prioritizes leads.

Answer

Sales accelerator

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Predictive lead scoring

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Relationship analytics

Question 9

Which TWO activities are part of the data unification process in Dynamics 365 Customer Insights?

Accepted Answer

Configuring match rules to identify duplicates. Configuring match rules is a core step in the data unification process in Dynamics 365 Customer Insights. Match rules define the conditions (e.g., fuzzy matching on email or phone) used to identify duplicate customer records across source systems, enabling deduplication and merging into a single unified profile. This is distinct from segmentation or enrichment, which occur after unification.

Answer

Creating segments based on customer attributes

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Defining measures for customer metrics

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Enriching profiles with external data

Question 10

A field service organization uses Dynamics 365 Field Service. They want to automatically generate work orders from incoming customer emails that describe equipment issues. The emails contain unstructured text, and the organization wants to extract key details such as equipment ID and issue description to populate the work order. Which feature should they use?

Accepted Answer

Power Automate with AI Builder. Power Automate with AI Builder is the correct solution because it can monitor incoming emails, use AI Builder's text recognition to extract structured data from unstructured content, and then create work orders in Dynamics 365 Field Service. This combination provides the automation and intelligence needed to convert emails into actionable work orders.

Answer

Field Service mobile app

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Connected Field Service

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Universal Resource Scheduling