MB-910 Practice Exam 1 — 20 Questions

Question 1

A marketing team wants to send personalized email campaigns based on customer lifetime value (CLV) scores. They have already built a CLV prediction model in Customer Insights. What is the next step to use these scores in a marketing campaign?

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

Accepted Answer

Create a segment based on the CLV prediction in Customer Insights. In Dynamics 365 Customer Insights, predictions like CLV are stored as data entities. To use them in a marketing campaign, you must first create a segment that filters customers based on the CLV prediction score. This segment can then be exported or used directly in Dynamics 365 Marketing journeys. Option A is correct because segments are the bridge between Customer Insights data and Marketing campaign targeting.

Answer

Use the prediction directly in a Marketing journey

Answer

Use Power BI to visualize the CLV scores

Answer

Export the CLV scores to Excel and import into Dynamics 365 Marketing

Question 2

A company uses Dynamics 365 Customer Insights - Data to manage customer data. Which TWO features are part of Customer Insights - Data? (Select TWO.)

Accepted Answer

Data unification. Data unification is a core feature of Dynamics 365 Customer Insights - Data that allows you to ingest data from multiple sources, map fields, and merge duplicate records into a single, unified customer profile. This process uses matching rules and deduplication logic to create a 360-degree view of each customer, which is essential for downstream analytics and segmentation.

Answer

Event management

Answer

Email marketing

Answer

Journey orchestration

Question 3

A sales representative wants to view a list of all activities related to a specific opportunity, including emails, phone calls, and meetings. Where should the representative look in Dynamics 365 Sales?

Accepted Answer

Timeline control on the opportunity record. The Timeline control on the opportunity record aggregates all activities—emails, phone calls, meetings, notes, and tasks—in a chronological feed directly within the record. This provides the sales representative with a single, real-time view of every interaction linked to that specific opportunity without needing to navigate to separate lists or queries.

Answer

Sales Insights dashboard

Answer

Associated View for activities

Answer

Activity entity in Advanced Find

Question 4

Refer to the exhibit. A customer service administrator configures the SLA JSON shown. What is the likely outcome when a case is created?

Accepted Answer

SLA is applied and will fail if the case is not set to 'In Progress' within 60 minutes. The SLA JSON defines a failure condition that checks if the case status is not set to 'In Progress' within 60 minutes. If the case is not updated to 'In Progress' within that time, the SLA fails. The SLA is applied when the case is created, and the failure action triggers if the condition is met.

Answer

SLA is applied and will succeed once the case is resolved

Answer

SLA is applied and will succeed automatically after 60 minutes

Answer

No SLA is applied because actionUrl is missing

Question 5

Refer to the exhibit. An administrator configured lead qualification settings in Dynamics 365 Sales. When a lead is qualified, what records are automatically created?

Accepted Answer

Account, Contact, and Opportunity. The exhibit shows 'createAccountForQualifiedLead', 'createContactForQualifiedLead', and 'createOpportunityForQualifiedLead' all set to true, meaning Account, Contact, and Opportunity are automatically created when a lead is qualified. Option A is wrong because it includes Account and Contact but omits Opportunity. Option C is wrong because it includes Lead (which is the source record, not a new record), Contact, and Opportunity but omits Account. Option D is wrong because it includes Account and Opportunity but omits Contact.

Answer

Account and Contact only

Answer

Lead, Contact, and Opportunity

Answer

Account and Opportunity only

Question 6

Match each Dynamics 365 capability to its description.

Accepted Answer

Dynamics 365 Sales: Manages leads, opportunities, and sales pipelines.. Each Dynamics 365 app targets specific business functions. Sales manages leads and pipelines; Customer Service resolves cases; Marketing automates campaigns; Finance handles financials. The distractors swap Sales with Marketing and Sales with Customer Service.

Answer

Dynamics 365 Sales: Automates marketing campaigns and customer journeys.

Answer

Dynamics 365 Customer Service: Manages leads, opportunities, and sales pipelines.

Question 7

Litware, a residential appliance repair company, uses Dynamics 365 Field Service. They have 10 technicians and receive about 30 work orders daily. Currently, work orders are created by customer service representatives over the phone. Litware wants to reduce the time it takes to schedule a work order and improve customer satisfaction by offering self-service scheduling through a website. They also want to send automatic reminders to customers before the technician arrives. Additionally, they want to collect customer feedback after the service is completed. Which combination of features should Litware implement?

Accepted Answer

Enable the Customer Portal for self-service appointment booking; use Power Automate to send reminders; set up Customer Satisfaction surveys.. The Customer Portal (Power Apps Portals) in Dynamics 365 Field Service provides a self-service web interface where customers can create and schedule their own work orders, directly addressing the requirement to reduce scheduling time. Power Automate flows can be configured to trigger automated reminders (email/SMS) based on work order status changes or scheduled times. Customer Satisfaction surveys are a built-in Field Service feature that automatically sends feedback requests after a work order is closed, fulfilling the post-service feedback requirement.

Answer

Use the Field Service Mobile app for customers to schedule; send reminders via SMS from the app; collect feedback in the app.

Answer

Implement Connected Field Service to detect appliance issues; use IoT alerts to create work orders; send reminders via email.

Answer

Create a Power Virtual Agents chatbot to schedule appointments; use Copilot for reminders; enable Copilot for feedback.

Question 8

A retail company uses Dynamics 365 Customer Insights - Data. They have multiple data sources: online transactions, loyalty program, and social media. They need to create a unified customer profile that resolves identities across these sources. Which process in Customer Insights should they configure to achieve this?

Accepted Answer

Data unification. Data unification in Dynamics 365 Customer Insights - Data is the process that matches and merges customer records from multiple data sources (online transactions, loyalty program, social media) into a single, unified customer profile. It resolves identity conflicts by using matching rules and deduplication to link records belonging to the same individual across disparate systems, enabling a 360-degree view of the customer.

Answer

Measures

Answer

Data transformation

Answer

Enrichment

Question 9

A company is implementing Dynamics 365 Customer Service. Which THREE features are available out-of-the-box to improve agent productivity?

Accepted Answer

Case management. Case management is a core out-of-the-box feature in Dynamics 365 Customer Service that enables agents to create, track, and resolve customer issues efficiently. It provides a structured workflow for handling cases, including automatic case creation from emails, case routing, and resolution tracking, which directly improves agent productivity by reducing manual effort and ensuring consistent handling.

Answer

Omnichannel for Customer Service

Answer

Automated machine learning

Question 10

Scenario: A field service manager needs to generate a report showing the number of work orders completed by each technician in the last month. Which out-of-the-box feature in Dynamics 365 Field Service should they use?

Accepted Answer

Power BI dashboards.. Power BI dashboards provide analytics and reporting in Dynamics 365 Field Service. Option B is wrong because the Field Service mobile app is designed for field technicians to view and update work orders, not for generating reports. Option C is wrong because work order templates define the structure and default values for work orders, they do not generate reports. Option D is wrong because the schedule board is used for dispatching and scheduling resources, not for reporting.

Answer

Field Service mobile app.

Answer

Work order templates.

Answer

Schedule board.

Question 11

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?

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

Answer

Match rules for deduplication

Answer

Data source connections

Question 12

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.

Answer

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

Question 13

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

Answer

Service Scheduling

Answer

Omnichannel for Customer Service

Question 14

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

Answer

Create measures and KPIs

Answer

Set up data export destinations

Question 15

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

Answer

Customer Service Insights

Answer

Omnichannel for Customer Service

Question 16

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

Answer

Customer self-service portal

Answer

IoT devices

Question 17

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.

Answer

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

Answer

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

Question 18

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

Answer

Predictive lead scoring

Answer

Relationship analytics

Question 19

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

Answer

Defining measures for customer metrics

Answer

Enriching profiles with external data

Question 20

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

Answer

Connected Field Service

Answer

Universal Resource Scheduling