MB-910 Practice Exam 2 — 20 Questions

Question 1

Refer to the exhibit. A sales admin runs the PowerShell command and wants to retrieve the stages of the 'Opportunity Sales Process' Business Process Flow. However, the command returns no stages. What is the most likely reason?

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

Accepted Answer

The cmdlet requires the Business Process Flow ID, not name. The cmdlet used to retrieve Business Process Flow stages, such as `Get-ProcessFlowStage`, typically requires the unique identifier (GUID) of the Business Process Flow, not its display name. When the name is passed instead of the ID, the cmdlet cannot locate the BPF and returns no stages. This is a common parameter requirement in Dynamics 365 PowerShell modules.

Answer

The PowerShell module is not imported

Answer

The admin lacks read permissions on the BPF

Answer

The name is case-sensitive

Question 2

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. Options D and E are correct. Resource Scheduling Optimization and Bookable Resources are essential for automated scheduling. Option A (Field Service mobile app) is not required for scheduling optimization. Option B (Customer self-service portal) is not essential. Option C (IoT devices) is optional.

Answer

Field Service mobile app

Answer

Customer self-service portal

Answer

IoT devices

Question 3

A field service organization uses Dynamics 365 Field Service. They want to ensure technicians have the correct spare parts before arriving at a job. Which feature should be used to optimize inventory?

Accepted Answer

Inventory Management and Pick Pack scenarios. Inventory Management and Pick Pack scenarios in Dynamics 365 Field Service ensure that the required spare parts are picked and packed for technician jobs, optimizing inventory and ensuring parts availability. Option A is wrong because Resource Scheduling Optimization focuses on scheduling technicians, not inventory. Option B is wrong because Connected Field Service deals with IoT and remote monitoring, not inventory optimization. Option C is wrong because Dynamics 365 Customer Service manages customer cases and support, not inventory.

Answer

Resource Scheduling Optimization

Answer

Connected Field Service

Answer

Dynamics 365 Customer Service

Question 4

A business analyst needs to share a view of unified customer profiles from Dynamics 365 Customer Insights with the sales team. Which method should they use?

Accepted Answer

Export the unified customer entity to Dataverse. Exporting the unified customer entity to Dataverse makes the unified profile data available as a standard Dataverse table, which can then be shared with the sales team through Dynamics 365 Sales or any other Dataverse-connected app. This method directly provides the sales team with access to the unified customer profiles without requiring additional integration or reporting layers.

Answer

Embed Customer Insights in Dynamics 365 Sales

Answer

Set up a Power Automate flow

Answer

Create a Power BI report

Question 5

Which TWO features in Dynamics 365 Sales help sales representatives prioritize their leads and opportunities? (Choose two.)

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (C) uses machine learning models to analyze historical data and assign a score to each lead based on its likelihood to convert, helping sales reps prioritize high-quality leads. Predictive Opportunity Scoring (D) similarly applies AI to rank opportunities by their probability of closing, enabling reps to focus on deals with the highest chance of success. Both features are native to Dynamics 365 Sales and directly address prioritization through data-driven scoring.

Answer

Sequence

Answer

Goal Management

Answer

Business Process Flow

Question 6

Refer to the exhibit. A Customer Insights administrator creates a segment for high-value customers. Which customers will be included in this segment?

Accepted Answer

Customers with a CLV greater than 1000. The segment is defined as 'high-value customers,' and the rule shown in the exhibit filters for customers where Customer Lifetime Value (CLV) is greater than 1000. In Dynamics 365 Customer Insights, segments are built using conditions that evaluate numeric attributes, and the 'greater than' operator includes only records where the value exceeds the specified threshold.

Answer

All customers

Answer

Customers with a CLV of exactly 1000

Answer

Customers with a CLV less than 1000

Question 7

Your organization uses Dynamics 365 Sales and wants to assign leads automatically based on product interest and geographic region. Which feature should you use?

Accepted Answer

Routing rules. Routing rules in Dynamics 365 Sales automatically assign leads to the appropriate salesperson or queue based on predefined criteria such as product interest and geographic region. Unlike assignment rules, routing rules evaluate lead attributes against conditions and route the lead to the correct owner or queue without manual intervention, making them the correct choice for this scenario.

Answer

Assignment rules

Answer

Queues

Answer

Business process flows

Question 8

Which TWO of the following are key capabilities of Dynamics 365 Field Service?

Accepted Answer

Work order management.. Options A and C are correct. Work order management and scheduling/dispatch are core capabilities of Dynamics 365 Field Service. Option B is incorrect because marketing automation belongs to Dynamics 365 Marketing, not Field Service. Option D is incorrect because inventory management is a supporting feature, not a primary capability. Option E is incorrect because finance management belongs to Dynamics 365 Finance.

Answer

Marketing automation.

Answer

Inventory management.

Answer

Finance management.

Question 9

A customer administrator configures the unification shown. After running unification, they notice that some records from the Web_Submissions source have empty email fields. What will happen to those records?

Accepted Answer

They will remain as unmatched profiles. In Dynamics 365 Customer Insights, when a unification rule is configured and a record from a source (e.g., Web_Submissions) has an empty email field, that record cannot be matched to any existing customer profile based on the email attribute. Instead of causing an error or being deleted, the record is retained as an unmatched profile. Unmatched profiles are stored separately and can be reviewed, merged, or acted upon later, ensuring no data loss occurs during the unification process.

Answer

They will cause an error and stop unification

Answer

They will match to CRM contacts with empty email

Answer

They will be deleted from the data source

Question 10

You are a Dynamics 365 consultant for a multinational retail company. The company has recently deployed Dynamics 365 Customer Insights to unify customer data from point-of-sale (POS) systems, an e-commerce platform, and a loyalty program. The data ingestion pipeline is working, and unified customer profiles are being created. However, the marketing team reports that segments built using the 'LastPurchaseDate' attribute are not returning accurate results. Specifically, a segment defined as 'Customers who purchased in the last 30 days' includes customers whose last purchase was over 60 days ago, and excludes some customers who purchased yesterday. The data source for purchase transactions is updated daily via an incremental refresh. The 'LastPurchaseDate' field is computed from the transaction entity. Upon investigation, you notice that the unified profile entity shows a 'LastPurchaseDate' that is older than the most recent transaction for some customers. What is the most likely cause of this issue, and what should you do to fix it?

Accepted Answer

The unification process has not been re-run after the latest data refresh; schedule the unification to run after each data refresh.. In Dynamics 365 Customer Insights, the unification process is a separate step that merges and deduplicates data from multiple sources into unified customer profiles. Even if the data source is refreshed incrementally, the unified profile entity will not reflect the latest transaction data until the unification process is re-run. Since the segment uses the 'LastPurchaseDate' from the unified profile, it will show stale data until unification is executed after each refresh.

Answer

The matching rules are incorrectly configured, causing the system to use an older transaction; update the matching rules.

Answer

The transaction data is in a different data source that is not linked to the profile; create a new data source and link it.

Answer

The incremental refresh is not configured correctly; reconfigure the data source to use full refresh instead.

Question 11

A company wants to automatically prioritize cases based on customer tier and issue severity. Which feature should they configure in Dynamics 365 Customer Service?

Accepted Answer

Routing rules. (Routing rules) is correct because routing rules can be configured to automatically prioritize cases based on criteria such as customer tier and issue severity. Option A (SLA) is incorrect because SLAs define response and resolution time commitments, not prioritization logic. Option B (Entitlements) is incorrect because entitlements specify the support coverage (e.g., number of incidents or hours) for a customer, not how to prioritize cases. Option D (Dynamics 365 Copilot) is incorrect because Copilot is an AI-powered assistant that helps with tasks like drafting responses, not for case prioritization.

Answer

Service Level Agreement (SLA)

Answer

Entitlements

Answer

Dynamics 365 Copilot

Question 12

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 13

A company using Dynamics 365 Field Service has technicians who often arrive at jobs without the correct parts, causing delays. They want to ensure technicians have the necessary inventory before arriving. What is the best approach?

Accepted Answer

Configure inventory journals and pick lists on work orders. Configuring inventory journals and pick lists on work orders allows the system to reserve and prepare the required parts before the technician arrives. Option B is incorrect because Dynamics 365 Copilot can suggest parts but does not manage inventory availability or reservation. Option C is incorrect because barcode scanning helps track parts usage but does not pre-stage inventory. Option D is incorrect because the schedule board is used for scheduling and dispatch, not for inventory management.

Answer

Use Dynamics 365 Copilot to suggest parts

Answer

Implement barcode scanning on mobile devices

Answer

Display inventory levels on the schedule board

Question 14

Which TWO data types are used by Dynamics 365 Sales to calculate a predictive score for an opportunity? (Choose two.)

Accepted Answer

Real-time activity data. Dynamics 365 Sales uses real-time activity data (e.g., emails, meetings, and calls logged against the opportunity) to capture current engagement signals, which are critical for calculating a predictive score. Historical opportunity data (e.g., win/loss rates, deal size, and duration) provides the baseline patterns that the machine learning model learns from to forecast the likelihood of closing a deal.

Answer

Product catalog details

Answer

Social media sentiment

Answer

Competitor price lists

Question 15

In Dynamics 365 Customer Service, what is the primary purpose of an 'Entitlement'?

Accepted Answer

To define the support terms for a customer. An Entitlement in Dynamics 365 Customer Service defines the specific support terms and conditions agreed upon with a customer, such as the number of support hours, severity levels, or total cases allowed. This ensures that service agents can validate and enforce the service-level agreement (SLA) during case resolution, making it the primary mechanism for managing customer support contracts.

Answer

To collect customer feedback

Answer

To route cases to the appropriate agent

Answer

To provide self-service knowledge

Question 16

A company is planning to use Dynamics 365 Customer Insights to enrich customer profiles with external demographic data. Which TWO of the following are valid methods to bring in external data? (Choose two.)

Accepted Answer

Use an OData connector to pull data from a partner data provider. Dynamics 365 Customer Insights supports OData connectors, which can pull data from external partner data providers. OData is a standardized RESTful protocol that allows seamless integration of external datasets, such as demographic enrichment sources, into Customer Insights profiles.

Answer

Connect to Azure Data Lake only via Dataflows

Answer

Import from Excel Online using a direct connection

Answer

Synchronize data from LinkedIn Sales Navigator

Question 17

A company wants to optimize their field service scheduling by considering technician skills, travel time, and customer priority. Which Dynamics 365 Field Service tool should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) uses constraint-based scheduling to automatically assign the best technician based on skills, travel time, and customer priority. Option C (Schedule Board) is a manual scheduling tool that does not automate optimization. Option B (Field Service mobile app) is used by technicians to view and update work orders. Option D (Connected Field Service) is for IoT integration and remote monitoring.

Answer

Field Service mobile app

Answer

Schedule Board

Answer

Connected Field Service

Question 18

Which TWO data sources can be used to enrich customer profiles in Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Third-party data providers. Dynamics 365 Customer Insights allows you to enrich customer profiles by integrating data from third-party data providers, such as Experian or Acxiom, to add attributes like demographic or firmographic information. This enrichment process uses the 'Enrichment' feature within the app, which connects to external data sources via connectors to enhance existing customer data.

Answer

SharePoint document libraries

Answer

Power BI dashboards

Answer

Finance and Operations general ledger

Question 19

Refer to the exhibit. A Dynamics 365 Marketing segment is configured to include customers with purchase date on or after January 1, 2025. The segment refreshes daily. A customer purchased on December 31, 2024. Why is this customer not included?

Accepted Answer

The purchase date does not meet the condition. The criterion requires purchase date >= 2025-01-01, and the customer's date is before that. Option A is wrong because the field exists. Option B is wrong because the operator is correct. Option C is wrong because the refresh is daily.

Answer

The field name is incorrect

Answer

The operator should be 'lessThan'

Answer

The segment refreshes only weekly

Question 20

Refer to the exhibit. After how many days from the start of the sequence will the first phone call activity occur?

Accepted Answer

2 days. The exhibit shows a sequence with a 2-day wait step after the initial 'Start' trigger, followed by a phone call activity. Therefore, the first phone call occurs exactly 2 days from the start of the sequence. In Dynamics 365 Sales sequences, wait steps define the delay before the next activity is automatically created or assigned.

Answer

5 days

Answer

7 days

Answer

0 days