MB-910 Practice Exam 3 — 20 Questions

Question 1

Which TWO features are part of Dynamics 365 Customer Service? (Choose two.)

Accepted Answer

Customer Service workspace. Options B and D are correct. Customer Service workspace and Omnichannel for Customer Service are core components. Option A is wrong because Marketing is a separate Dynamics 365 application. Option C is wrong because Finance is a separate application. Option E is wrong because Supply Chain Management is a separate application.

Answer

Marketing

Answer

Finance

Answer

Supply Chain Management

Question 2

A company wants to provide customer service agents with a 360-degree view of the customer including recent interactions, purchases, and sentiment. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Unified customer profile. The unified customer profile in Dynamics 365 Customer Insights aggregates data from multiple sources (e.g., sales, service, marketing) into a single, 360-degree view of each customer. This includes recent interactions, purchase history, and sentiment scores, enabling agents to see the complete customer journey. The other options focus on analytics or grouping, not on providing a holistic, real-time profile.

Answer

Prediction models

Answer

Measures

Answer

Segments

Question 3

Drag and drop the steps to manage a case lifecycle in Dynamics 365 Customer Service into the correct order.

Accepted Answer

Create Case, then Assign Case, then Resolve Case, then Verify Resolution, then Close Case. Case lifecycle includes creation, assignment, resolution, verification, and closure.

Answer

Assign Case, then Create Case, then Resolve Case, then Verify Resolution, then Close Case

Answer

Create Case, then Resolve Case, then Assign Case, then Verify Resolution, then Close Case

Answer

Create Case, then Assign Case, then Close Case, then Resolve Case, then Verify Resolution

Question 4

A sales manager notices that the sales team is not consistently following up with leads after initial contact. Many leads go cold because no one takes action. The manager wants to set up automated email reminders and tasks for sales representatives when a lead is created or when a certain number of days pass without activity. They also want to track the effectiveness of these automated communications. Which feature should they use in Dynamics 365 Sales?

Accepted Answer

Sales sequences. Sales sequences allow creation of automated steps including emails and tasks, with analytics. Business process flows are for stage enforcement, not automated outreach. Workflows can send emails but lack the structured sequence and analytics. Power Automate is more complex and not native to Sales.

Answer

Business process flows

Answer

Power Automate flows

Answer

Workflows (classic)

Question 5

A marketing manager wants to automatically send a personalized discount offer to customers who have a high propensity to churn. Which combination of Customer Insights capabilities should they use?

Accepted Answer

Predictive scoring and measures. Predictive scoring in Customer Insights uses machine learning models to calculate a churn probability score for each customer, identifying those with a high propensity to churn. Measures allow the marketing manager to define and compute key business metrics, such as customer lifetime value or churn risk thresholds, which can trigger automated actions like sending personalized discount offers. Together, they enable a data-driven, automated outreach to at-risk customers without manual intervention.

Answer

Data unification and enrichment

Answer

Enrichment and Copilot

Answer

Segmentation and AI suggestions

Question 6

Which TWO features in Dynamics 365 Sales can help sales representatives prioritize their work based on AI insights?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (D) uses machine learning models to analyze historical lead data and assign a score indicating the likelihood of conversion, enabling sales reps to prioritize high-value leads. Relationship Intelligence (Copilot) (E) leverages AI to surface relevant insights, such as email engagement patterns and relationship health, helping reps focus on the most promising opportunities.

Answer

Sales Sequence Designer

Answer

Workflow

Answer

Business Process Flow

Question 7

Northwind Traders uses Dynamics 365 Customer Service and wants to provide a seamless omnichannel experience. They have implemented chat and email but now want to add voice (phone) support. They want customers to be able to call in and be greeted by an interactive voice response (IVR) system that can route them to the appropriate agent based on their input. Additionally, they want the voice calls to be recorded and transcribed, and the transcript to be saved in the case timeline. They also want to use AI to analyze call sentiment in real-time and provide agents with suggestions. Which Dynamics 365 Customer Service feature should they add?

Accepted Answer

Voice channel in Omnichannel for Customer Service. The Voice channel in Omnichannel for Customer Service provides IVR, call recording, transcription, and real-time sentiment analysis, enabling the desired omnichannel experience with voice support. Option A (Copilot for Service) is incorrect because it focuses on AI-driven knowledge suggestions and assistance, not voice channel capabilities. Option B (Customer Service Insights) is incorrect as it is designed for historical analytics and reporting, not real-time call handling. Option C (Service Scheduling) is incorrect because it is used for scheduling field service resources, not voice communication.

Answer

Copilot for Service

Answer

Customer Service Insights

Answer

Service Scheduling

Question 8

A technician needs to view their assigned work orders for the day and update the status of each. Which application should they use?

Accepted Answer

Field Service Mobile. Field Service Mobile is the app designed for technicians to view and update work orders in the field. Option A (Schedule board) is for dispatchers, not technicians. Option B (Power Apps) is a platform to build custom apps, not a specific field service app. Option D (Customer Service workspace) is for customer service agents handling cases, not field technicians.

Answer

Schedule board

Answer

Power Apps

Answer

Customer Service workspace

Question 9

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.

Answer

Basic SLA

Answer

Premium SLA

Answer

Custom SLA

Question 10

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 11

Which TWO of the following are valid ways to create a new opportunity in Dynamics 365 Sales?

Accepted Answer

By creating a new opportunity record directly.. Dynamics 365 Sales allows users to directly create a new opportunity record from the Opportunities entity, either via the 'New' button on the opportunities list or through the 'Add Opportunity' option on a related record. This is a standard manual creation method that bypasses any conversion or qualification process. Option C is correct because qualifying a lead automatically converts it into an opportunity, along with optionally creating a contact and account, which is the primary pipeline-driven method for opportunity creation.

Answer

By converting a quote into an opportunity.

Answer

By closing an order as won.

Answer

By generating an invoice.

Question 12

An agent is working on a case titled 'User cannot reset password'. The agent opens the knowledge article shown in the exhibit. The agent expects the article to be automatically suggested by Copilot, but it is not. What is the most likely reason?

Accepted Answer

The keywords in the article do not match the case context. Copilot suggests articles based on the keywords in the article matching the case title and description. If the keywords do not match the case context, the article will not be automatically suggested. Option A is incorrect because malformed content would not prevent keyword matching. Option C is incorrect because if the article's status is not Published, it would not be available at all, but the agent is able to open the article, so it must be published. Option D is incorrect because Copilot matches keywords, not language.

Answer

The article content is malformed

Answer

The article status is not set to Published

Answer

The language is set to en-US but the case is in another language

Question 13

A Dynamics 365 Field Service organization wants to automatically schedule work orders to the nearest available technician. Which feature should be configured?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it automatically assigns work orders to the nearest available technician based on predefined optimization objectives, such as minimizing travel time or balancing workloads. Unlike manual scheduling via the Schedule Board, RSO uses constraint-based algorithms to evaluate technician skills, location, availability, and business priorities in real time, enabling fully automated scheduling without human intervention.

Answer

Booking Alerts

Answer

Schedule Board

Answer

Field Service Mobile App

Question 14

A customer service agent receives a phone call and needs to log the interaction as an activity in Dynamics 365. Which activity type should the agent use?

Accepted Answer

Phone Call. The Phone Call activity type is specifically designed to log telephone interactions in Dynamics 365. When a customer service agent receives a phone call, they can create a Phone Call activity to record details such as the caller, duration, subject, and notes, ensuring the interaction is tracked in the timeline and linked to the relevant contact or case.

Answer

Appointment

Answer

Email

Answer

Task

Question 15

Contoso Ltd. is a mid-sized electronics retailer using Dynamics 365 Customer Service. They have a team of 20 agents who handle phone calls, emails, and chat. Recently, customers have complained about long hold times and receiving inconsistent answers from different agents. The customer service manager wants to reduce average handle time and improve first call resolution. The company has not yet implemented any knowledge base or automation features. Which of the following actions should the administrator take first to address these issues?

Accepted Answer

Implement a knowledge base with articles covering common issues and train agents to use it.. Implementing a knowledge base with articles covering common issues directly addresses the root causes of long hold times and inconsistent answers. By providing agents with a single source of truth for resolutions, it reduces average handle time (agents find answers faster) and improves first call resolution (consistent, accurate responses). This is the foundational step before automation or routing, as knowledge content is required to enable those features effectively.

Answer

Enable sentiment analysis to monitor customer emotions during interactions.

Answer

Create a routing rule set to automatically assign cases to the most qualified agent based on skills.

Answer

Set up a Power Automate flow to automatically send email responses for common inquiries.

Question 16

Based on the SLA configuration exhibit, what will happen if a case is not resolved within 20 hours?

Accepted Answer

A warning notification will be sent.. The SLA configured with a warning time of 20 hours means that if the case is not resolved within 20 hours, a warning notification will be sent. Option A is incorrect because escalation would require a separate failure action after the target time (24 hours). Option B is incorrect because the SLA is marked as failed only when the failure time (24 hours) is exceeded, not at the warning time. Option C is incorrect because reassignment is not automatically triggered by warning time; it would be a separate action. Thus, D is correct.

Answer

The case will be escalated to a manager.

Answer

The SLA will be marked as failed.

Answer

The case will automatically be reassigned.

Question 17

A business analyst wants to create a KPI that shows the average customer lifetime value for customers acquired in the last year. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Define a measure. A measure in Dynamics 365 Customer Insights is used to calculate numeric KPIs from your customer data, such as average customer lifetime value (CLV) for a specific cohort. By defining a measure with a filter for customers acquired in the last year, you can compute the exact average CLV without needing predictive models or data transformation steps.

Answer

Create a prediction model

Answer

Run data unification

Answer

Create a segment of recent customers

Question 18

Your Dynamics 365 Sales instance has a custom field 'Priority' on opportunities. You want to automatically set this field to 'High' when the estimated revenue exceeds $50,000. What is the most efficient way to implement this?

Accepted Answer

Create a real-time workflow that triggers on opportunity update and sets the field. A real-time workflow triggers immediately when an opportunity is updated, allowing you to evaluate the estimated revenue and set the Priority field to 'High' if it exceeds $50,000. This is the most efficient approach as it runs synchronously without requiring user interaction or scheduled polling, and it directly modifies the field on the same record.

Answer

Use a business rule on the opportunity form

Answer

Create a Power Automate flow that runs on a schedule

Answer

Add a calculated field that computes the priority

Question 19

A field service organization wants to ensure that technicians have the latest version of the work order instructions and can update the status even when they are in areas without internet connectivity. Which capability should they configure?

Accepted Answer

Field Service mobile app with offline capabilities. The Field Service mobile app supports offline capabilities, allowing technicians to access and update work orders without internet connectivity. This makes option A correct. Resource Scheduling Optimization (B) is for scheduling and not for offline access. Dynamics 365 Remote Assist (C) requires internet for video calls. Schedule Board (D) also requires internet connectivity.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Remote Assist

Answer

Schedule Board

Question 20

Your sales team uses Dynamics 365 Sales. They want to send a personalized email to a contact directly from the contact record. What is the recommended way to do this?

Accepted Answer

Use the 'Send Email' button on the contact record. The 'Send Email' button on the contact record in Dynamics 365 Sales is the recommended way to send a personalized email directly from the contact record because it leverages the built-in email integration to compose and send the email without leaving the CRM context. This method automatically populates the recipient's email address from the contact record and allows you to use a personalized email template or compose a custom message, ensuring the email is tracked in the CRM for activity history and compliance.

Answer

Copy the contact's email and paste into Outlook

Answer

Create a Quick Campaign

Answer

Use the Email Template entity