MB-910 Practice Exam 2 — 20 Questions

Question 1

A user wants to export a segment of high-value customers from Customer Insights to Dynamics 365 Marketing to send a campaign. What is the recommended way to do this?

Accepted Answer

Use the Dynamics 365 Marketing connector. The Dynamics 365 Marketing connector is the recommended, native integration between Customer Insights and Dynamics 365 Marketing. It enables direct, real-time export of customer segments without manual steps, preserving data integrity and supporting automated campaign triggers. This built-in connector is the designed path for high-volume, low-latency segment sharing.

Answer

Use the Customer Insights API

Answer

Export the segment as a CSV file and import it

Answer

Use Power Automate to copy data

Question 2

Your organization uses Dynamics 365 Sales. You need to ensure that sales representatives can quickly create a quote from an existing opportunity. What should you use?

Accepted Answer

Generate Quote from opportunity. In Dynamics 365 Sales, the 'Generate Quote from opportunity' feature allows sales representatives to create a quote directly from an existing opportunity by automatically populating the quote with the opportunity's products, pricing, and customer details. This streamlines the sales process and ensures data consistency, eliminating the need for manual data entry.

Answer

Sales Literature

Answer

Product Catalog

Answer

Create a new quote manually

Question 3

A customer service supervisor wants to view real-time dashboards showing key metrics like average handle time and customer satisfaction scores. Which tool should the supervisor use?

Accepted Answer

Customer Service Insights. Customer Service Insights provides real-time dashboards with KPIs such as average handle time and customer satisfaction scores. Option A is wrong because Copilot for Service offers AI-assisted suggestions during interactions, not dashboards. Option B is wrong because Unified Routing distributes incoming work items to agents, not analytics. Option D is wrong because Service Scheduling manages appointments and service activities, not metrics.

Answer

Copilot for Service

Answer

Unified Routing

Answer

Service Scheduling

Question 4

A financial services company uses Dynamics 365 Customer Insights to generate a 360-degree view of customers. They want to use AI to predict which customers are likely to churn in the next 30 days. What should they configure?

Accepted Answer

Enable the churn prediction model in the AI insights module. The churn prediction model in the AI insights module is the correct configuration because Dynamics 365 Customer Insights provides prebuilt AI models, including a churn prediction model, that analyze customer data (e.g., interactions, transactions, and engagement) to predict which customers are likely to churn within a specified time frame, such as 30 days. This model uses machine learning to identify patterns and assign a churn score, enabling proactive retention efforts.

Answer

Define a measure to calculate average transaction amount

Answer

Create a static segment based on past churn behavior

Answer

Add enrichment data from external demographics

Question 5

A marketing team uses Dynamics 365 Customer Insights to create segments for targeted campaigns. They have a segment of 'High Value Customers' defined as those with a lifetime value in the top 20%. After a recent campaign, they want to evaluate the return on investment (ROI) for this segment. Which feature should they use to measure the campaign's impact on these customers?

Accepted Answer

Use the built-in measures and analytics to compare segment performance before and after the campaign. Dynamics 365 Customer Insights provides built-in measures and analytics that allow you to compare key performance indicators (KPIs) for a segment before and after a campaign. This directly enables ROI calculation by measuring changes in metrics like revenue or engagement specifically for the 'High Value Customers' segment, without needing external data ingestion or predictive models.

Answer

Ingest campaign interaction data from external sources

Answer

Enrich profiles with demographic data

Answer

Build a churn prediction model

Question 6

Which TWO actions can be performed using Copilot in Dynamics 365 Customer Service?

Accepted Answer

Summarize a case conversation for a handoff.. Copilot in Dynamics 365 Customer Service can summarize a case conversation, including key details and resolution steps, to provide a concise handoff summary for another agent or supervisor. This leverages generative AI to extract relevant information from the conversation history, reducing manual effort and ensuring continuity during case transfers.

Answer

Create a new knowledge article from scratch.

Answer

Update the routing rule for high-priority cases.

Answer

Generate a real-time dashboard of case metrics.

Question 7

Refer to the exhibit. A Dynamics 365 Customer Service administrator created the above routing rule set for cases. A new case is created with priority code 2 (Normal) and no customer specified. To which queue will the case be routed?

Accepted Answer

General Support Queue. The first rule requires priority code 1 (High) and a non-null customer; the case does not meet these conditions (priority 2, no customer). Therefore, it falls to the default rule (no conditions) which routes to 'General Support Queue'.

Answer

Holiday Hours Queue

Answer

No queue; case remains unassigned

Answer

Premium Support Queue

Question 8

Refer to the exhibit. The routing rule is configured but cases with priority 1 are not being routed to the HighPriorityQueue. What is the most likely cause?

Accepted Answer

The routing rule is not published (active). In Dynamics 365 Customer Service routing, a routing rule must be published (activated) before it takes effect; an unpublished rule is saved as a draft and will not route any cases, which explains why priority 1 cases are not reaching HighPriorityQueue. The most likely cause is therefore that the rule is not published. The other options describe conditions that would typically produce different errors or would prevent the rule from being created at all.

Answer

The queue does not exist

Answer

The JSON syntax is incorrect

Answer

Omnichannel for Customer Service is not enabled

Question 9

A field service manager notices that work orders for urgent repairs are not being dispatched promptly. The dispatcher is manually assigning work orders. What is the best way to improve dispatch efficiency?

Accepted Answer

Enable the scheduling engine to automatically assign work orders based on skills, location, and availability.. Dynamics 365 Field Service includes a scheduling engine that can automatically assign work orders based on resource skills, geographic location, availability, and other constraints. Enabling this automated scheduling directly addresses the dispatcher's manual bottleneck and improves dispatch speed for urgent repairs without additional cost or headcount.

Answer

Purchase and deploy the Resource Scheduling Optimization add-in.

Answer

Train the dispatcher to use manual scheduling more quickly.

Answer

Hire more dispatchers to handle the workload.

Question 10

A company wants to use Customer Insights to send a birthday discount email to customers whose birthday is today. What should they create?

Accepted Answer

A dynamic segment with a date condition. A dynamic segment with a date condition is the correct approach because it automatically evaluates customer data each time the segment runs, selecting only those whose birthday matches today's date. This ensures the email is sent to the correct recipients on the specific day without manual intervention, leveraging Customer Insights' real-time data refresh capabilities.

Answer

A measure

Answer

A static segment

Answer

An enrichment

Question 11

Which THREE outputs can be generated using Dynamics 365 Customer Insights?

Accepted Answer

Measures and KPIs. Dynamics 365 Customer Insights is a customer data platform whose core capabilities include unifying customer profiles and then deriving analytical and activation outputs from that unified data. Option A (Measures and KPIs) is correct because Customer Insights lets you define and calculate business measures and KPIs over unified customer profiles to track metrics such as lifetime value or engagement. Option D (Customer segments) is correct because the platform's segmentation engine builds customer segments from unified profiles and measures, which can then be exported or activated to downstream systems. Option E (Predictive models) is correct because Customer Insights includes AI-driven predictive capabilities (for example, churn prediction and customer lifetime value prediction) that produce model-based scores on customer profiles. Option B (Invoice documents) is not correct because invoice generation is a transactional finance function handled by Dynamics 365 Finance or Business Central, not by Customer Insights. Option C (Purchase orders) is likewise not correct because purchase order creation belongs to procurement/ERP functionality in Dynamics 365 Supply Chain Management or Finance, not to the Customer Insights customer data platform.

Answer

Invoice documents

Answer

Purchase orders

Question 12

A customer service manager wants to automatically categorize incoming support emails and route them to the appropriate team. Which Dynamics 365 feature should they implement?

Accepted Answer

Customer Service Hub. Dynamics 365 Customer Service Hub includes the automatic case categorization and routing feature using rules. This allows incoming emails to be categorized and routed to the appropriate team. Option A (Sales Insights) is focused on sales analytics, not service. Option B (Marketing) is for marketing campaigns. Option C (Field Service) is for managing on-site fieldwork. Therefore, Customer Service Hub is the correct answer.

Answer

Sales Insights

Answer

Marketing

Answer

Field Service

Question 13

A company uses Dynamics 365 Customer Insights - Journeys to send email campaigns. They want to trigger a journey when a customer's predicted churn score exceeds 0.8. Which source should they use to trigger the journey?

Accepted Answer

Segment membership. In Dynamics 365 Customer Insights - Journeys, a segment membership trigger starts a journey when a customer enters or leaves a defined segment. Since the predicted churn score is a calculated attribute that can be used to define a segment (e.g., customers with churn score > 0.8), the journey can be triggered by membership in that segment. This allows the system to react automatically to real-time customer insights without manual intervention.

Answer

Manual trigger

Answer

Event registration

Answer

Marketing form submission

Question 14

A sales manager wants to see a real-time view of their team's pipeline and activities without navigating away from their daily work. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Sales Hub app. The Sales Hub app is the correct answer because it provides a unified, role-tailored workspace within Dynamics 365 Sales that allows sales managers to view real-time pipeline data, team activities, and key performance indicators without leaving their primary work interface. It integrates pipeline views, activity feeds, and dashboards directly into the daily workflow, eliminating the need to switch between separate applications or reports.

Answer

Lead management

Answer

Power BI dashboards

Answer

Sales Insights

Question 15

A marketing manager wants to create a customer journey that sends a welcome email, then waits 3 days, and then sends a follow-up email. Which Dynamics 365 Marketing feature should they use?

Accepted Answer

Customer Journey. The Customer Journey feature in Dynamics 365 Marketing is specifically designed to automate multi-step, time-delayed marketing actions. It allows marketers to define a sequence of activities—such as sending an email, waiting a specified period (e.g., 3 days), and then sending another email—all within a single journey. This directly matches the requirement to send a welcome email, wait, and follow up.

Answer

Segment

Answer

Lead scoring

Answer

Marketing form

Question 16

Which TWO types of activities can be tracked in Dynamics 365 Customer Service? (Select two.)

Accepted Answer

Phone calls. In Dynamics 365 Customer Service, activities represent customer interactions, and Phone Call (option A) is a core activity type used to log inbound and outbound calls, including subject, direction, phone number, and duration. Email (option E) is likewise a standard activity entity used to track email messages exchanged with customers, with fields for sender, recipients, and regarding record. Both A and E are out-of-the-box activity types available on the Activities grid and timeline in Customer Service. Option B (Inventory adjustments) is an inventory/Supply Chain Management transaction, not a customer interaction activity. Option C (Campaign responses) belongs to marketing campaign functionality rather than the activity types tracked in Customer Service. Option D (Invoice payments) is a financial transaction recorded in Finance/Accounting, not an activity entity.

Answer

Inventory adjustments

Answer

Campaign responses

Answer

Invoice payments

Question 17

Which TWO scenarios are best suited for Dynamics 365 Field Service integration with Azure IoT Hub? (Choose two.)

Accepted Answer

Predictive maintenance of industrial equipment. Option A is correct because Azure IoT Hub ingests telemetry from sensors on industrial equipment, and Dynamics 365 Field Service can use that data with predictive maintenance models to schedule service before failures occur. Option D is correct because IoT Hub device alerts can trigger automated workflows that create work orders in Field Service, enabling rapid response to equipment issues. Option B is not correct because customer feedback collection is typically handled through surveys or customer voice tools, not IoT Hub integration. Option C is not correct because mixed reality technician training is delivered through tools like Dynamics 365 Guides, not Azure IoT Hub. Option E is not correct because sales lead generation from service visits is a CRM/marketing scenario, not an IoT-driven Field Service integration.

Answer

Collect customer feedback after service

Answer

Training technicians using mixed reality

Answer

Generate sales leads from service visits

Question 18

A global enterprise wants to use Dynamics 365 Customer Insights to create a 360-degree customer view. They have data from Dynamics 365 Sales, Dynamics 365 Customer Service, and external loyalty systems. They also need to comply with GDPR and CCPA. Which THREE capabilities should they prioritize?

Accepted Answer

Use AI to create predictive segments and measure customer lifetime value. Option D is correct because Customer Insights unifies data through connectors and ingestion pipelines that pull from Dynamics 365 (Sales, Customer Service), external loyalty systems, and third-party sources to build the unified customer profile that underpins a 360-degree view. Option A is correct because Customer Insights uses AI and machine learning to generate predictive segments (such as churn or high-value predictions) and to calculate measures like customer lifetime value, which are core to deriving insight from the unified profiles. Option E is correct because Customer Insights provides built-in privacy and compliance capabilities aligned with GDPR and CCPA, including consent management, data subject requests, and data retention controls, which the scenario explicitly requires. Option B is not part of Customer Insights' capabilities; real-time chat is a Customer Service (Omnichannel) feature, not a data unification/insights function. Option C is also out of scope; LinkedIn lead generation automation belongs to Dynamics 365 Sales or marketing tools, not to Customer Insights' data unification and analytics purpose.

Answer

Provide real-time chat support to customers

Answer

Automate LinkedIn lead generation campaigns

Question 19

A Dynamics 365 Customer Service agent needs to communicate with a customer via live chat. Which feature should the agent use?

Accepted Answer

Omnichannel for Customer Service. Live chat with a customer is a real-time, multi-session engagement channel, and Omnichannel for Customer Service (D) is the Dynamics 365 feature that provides chat, SMS, social, and voice channels with unified routing and agent workspace. It is purpose-built for live conversational engagement, so it is the correct feature for a live chat interaction.

Answer

Copilot for Service

Answer

Knowledge Base

Answer

Customer Service Insights

Question 20

A marketing team wants to use AI to predict which customers are most likely to purchase a new product. Which feature of Dynamics 365 Customer Insights should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights use machine learning to analyze historical customer data and identify patterns that indicate a high likelihood of purchasing a new product. This feature allows the marketing team to create a binary prediction (e.g., will buy/will not buy) based on attributes such as past purchases, engagement, and demographics, directly addressing the need to predict which customers are most likely to purchase.

Answer

Enrichment

Answer

Measures

Answer

Segmentation