MB-910 Practice Exam 2 — 20 Questions

Question 1

Match each Dynamics 365 integration or tool to its purpose.

Question 2

Match each Dynamics 365 term related to security to its definition.

Question 3

Match each Dynamics 365 feature with its benefit.

Question 4

Which TWO capabilities are included in Dynamics 365 Customer Insights? (Select two.)

Accepted Answer

Unify customer data from multiple sources into a single profile. Option A is correct because Dynamics 365 Customer Insights provides a data unification capability that ingests customer data from multiple sources (e.g., CRM, ERP, transactional systems) and resolves identities to create a single, comprehensive customer profile. This is the core feature of the Customer Data Platform (CDP) within Dynamics 365, enabling a 360-degree view of the customer.

Answer

Automatic case routing based on priority

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Scheduling field service appointments

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Lead scoring based on conversion probability

Question 5

A field service organization wants to automatically schedule work orders based on technician skills and location. Which capability should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct capability because it is specifically designed to automatically schedule work orders by applying optimization algorithms that consider technician skills, location, availability, and other constraints. Unlike manual scheduling or basic rule-based matching, RSO uses solver engines to generate optimized schedules that minimize travel time and maximize resource utilization.

Answer

Dynamics 365 Field Service Mobile

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Universal Resource Scheduling

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Copilot in Dynamics 365 Customer Service

Question 6

A sales manager wants to automatically score leads based on their fit and engagement. Which Dynamics 365 capability should they use?

Accepted Answer

Predictive lead scoring. Predictive lead scoring uses AI models to automatically score leads based on their fit (demographics, firmographics) and engagement (email opens, website visits, event attendance). This directly matches the sales manager's requirement for automated scoring without manual rules, making option A the correct choice.

Answer

Sales accelerator

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Copilot for Sales

Answer

Power BI reports

Question 7

Which THREE features are available in Dynamics 365 Sales Insights?

Accepted Answer

Conversation intelligence. Conversation intelligence is a core feature of Dynamics 365 Sales Insights that uses AI to analyze sales calls and meetings, providing insights on customer sentiment, conversation topics, and key moments. It helps sellers improve their engagement by automatically capturing and transcribing conversations from Microsoft Teams or other supported platforms, then generating actionable recommendations.

Answer

Customer journey creation

Answer

Knowledge article suggestions

Question 8

In Dynamics 365 Customer Service, what is the primary purpose of creating a Service Level Agreement (SLA) for case management?

Accepted Answer

To define and track time-based performance targets for case resolution.. In Dynamics 365 Customer Service, an SLA (Service Level Agreement) is primarily used to define and track time-based performance targets, such as the time to first response or case resolution. When a case is created, the SLA calculates key performance indicators (KPIs) against these targets, triggering warnings or escalations if deadlines are missed. This ensures that service teams meet contractual obligations and maintain consistent response and resolution times.

Answer

To calculate customer satisfaction scores.

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To provide customers with self-service knowledge articles.

Answer

To automatically route cases to the appropriate agent.

Question 9

Your organization is implementing Dynamics 365 Sales. Which TWO capabilities are core to the sales engagement app? (Choose TWO.)

Accepted Answer

Relationship analytics. Relationship analytics (Option D) is a core capability of the Dynamics 365 Sales engagement app because it provides sellers with AI-driven insights into customer interactions, communication patterns, and relationship health, enabling them to prioritize activities and strengthen deals. Lead scoring using AI (Option E) is also core, as it automatically evaluates and ranks leads based on historical data and predictive models, helping sales teams focus on the most promising opportunities. Both features are integral to the sales engagement experience, directly supporting seller productivity and decision-making.

Answer

Work order scheduling

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Case management with SLA tracking

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Customer journey creation with segments

Question 10

Which TWO are valid service-level agreement (SLA) types in Dynamics 365 Customer Service?

Accepted Answer

Enhanced SLA. In Dynamics 365 Customer Service, the two valid SLA types are Enhanced SLA and Standard SLA. Enhanced SLA allows for advanced features like SLA KPIs, actions, and business process flows, while Standard SLA provides basic SLA tracking with simple conditions and time calculations. Both are native SLA types within the application, with Enhanced being the default for new environments.

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Basic SLA

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Premium SLA

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Custom SLA

Question 11

A customer calls and is frustrated because their issue has not been resolved. The agent wants to see the full history of interactions with this customer. Where should the agent look?

Accepted Answer

Case timeline. The Case timeline is the correct location because it provides a chronological, unified view of all interactions, communications, and activities related to a specific case, including emails, notes, phone calls, and system events. This allows the agent to quickly understand the full history of the customer's issue without navigating to multiple records.

Answer

Notes section

Answer

Related tab

Answer

Account record timeline

Question 12

Which feature in Dynamics 365 Customer Insights allows you to combine data from multiple sources into a single customer view?

Accepted Answer

Data unification. Data unification in Dynamics 365 Customer Insights is the feature specifically designed to combine data from multiple sources—such as CRM, ERP, and transactional systems—into a single, unified customer profile. It uses matching and merging rules to identify and consolidate records that represent the same customer, resolving duplicates and creating a 360-degree view. This is the core mechanism for achieving a single customer view from disparate data sources.

Answer

Data export

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Data profiling

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Data transformation

Question 13

A marketing team wants to send personalized emails based on a customer's predicted churn risk. Which Customer Insights capability should they use?

Accepted Answer

Predictive models. Predictive models in Customer Insights use machine learning to analyze historical customer data and generate scores like churn risk. This enables the marketing team to automatically identify high-risk customers and trigger personalized email campaigns based on those predictions.

Answer

Data sources

Answer

Data unification

Answer

Segmentation

Question 14

During data unification, a large number of records are marked as 'unmatched'. The administrator wants to reduce this number. What is the best approach?

Accepted Answer

Adjust matching rules to be less strict. Option B is correct because adjusting matching rules to be less strict (e.g., lowering the similarity threshold or using fuzzy matching instead of exact match) allows more records to be considered as duplicates and merged, thereby reducing the number of unmatched records. In Dynamics 365 Customer Insights, matching rules define the conditions under which records from different data sources are considered the same customer profile, and making them less strict increases the recall of the unification process.

Answer

Increase the number of data sources

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Skip the unification step

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Delete the unmatched records

Question 15

Refer to the exhibit. A dispatcher needs to assign this work order to a technician who can service HVAC units in the Downtown territory. The technician must be certified to work on HVAC-001. Which field should the dispatcher check to ensure the technician is certified?

Accepted Answer

Customer Asset. The Customer Asset field (D) is correct because it stores the specific product or equipment (e.g., HVAC-001) that the work order references. In Dynamics 365 Field Service, the technician's certification is linked to the product or asset type via the Bookable Resource Certification entity. By checking the Customer Asset field, the dispatcher can identify the exact asset model (HVAC-001) and then verify that the technician holds a valid certification for that specific product.

Answer

Work Order Type

Answer

Primary Incident

Answer

Service Territory

Question 16

A company wants to offer customers the ability to schedule their own appointments online. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Customer portal. The Customer portal (D) is the correct feature because it provides a self-service interface where customers can directly schedule appointments online without needing to contact a dispatcher. This aligns with the requirement for customers to manage their own bookings, leveraging Dynamics 365 Field Service's portal capabilities to expose available time slots and trigger scheduling logic.

Answer

Schedule board

Answer

Resource Scheduling Optimization

Answer

Field Service mobile app

Question 17

A technician needs to record the time spent on a work order and the parts used. Which Field Service mobile app feature should the technician use?

Accepted Answer

Field Service mobile app. The Field Service mobile app is the correct tool because it is specifically designed for technicians to record time and materials (parts) against work orders in real time. It integrates directly with Dynamics 365 Field Service to capture actual start/end times and inventory usage, syncing data back to the backend for billing and reporting.

Answer

Customer portal

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Schedule board

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Power Platform admin center

Question 18

Refer to the exhibit. A dispatcher sees that two work orders remain unscheduled after optimization. What should the dispatcher do to resolve the issue for WO-00346?

Accepted Answer

Add the 'Electrical Certification' skill to an existing resource.. Option D is correct because the optimization engine could not schedule WO-00346 due to a missing required skill on available resources. Adding the 'Electrical Certification' skill to an existing resource fills the gap, enabling the engine to assign the work order. This directly addresses the root cause of the scheduling failure.

Answer

Change the service territory to a nearby area.

Answer

Change the work order type to a different category.

Answer

Create a new resource record with the required skill.

Question 19

A company wants to reduce the number of repeat visits by ensuring that technicians have the right parts when they arrive. Which approach should the company use?

Accepted Answer

Set up inventory management to track parts and replenish van stock.. Option B is correct because inventory management in Dynamics 365 Field Service allows organizations to track parts, manage van stock levels, and automatically replenish inventory. This ensures technicians have the required parts on hand before arriving at a job, directly reducing repeat visits caused by missing components.

Answer

Use Resource Scheduling Optimization to assign the nearest technician.

Answer

Require technicians to use the mobile app to view work order details.

Answer

Enable the customer portal for customers to order parts.

Question 20

A company wants to use Dynamics 365 Customer Insights to predict which customers are likely to churn. Which feature should they use?

Accepted Answer

Predictive models. Option D is correct because Dynamics 365 Customer Insights includes a dedicated predictive model for churn. This feature uses historical customer data and machine learning to calculate a churn score for each customer, enabling proactive retention efforts. The other options focus on data preparation or basic segmentation, not predictive analytics.

Answer

Unification

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Measures

Answer

Segments