MB-910 Practice Exam 4 — 20 Questions

Question 1

A company wants to use Customer Insights to identify customers who are likely to respond to a new product campaign. Which feature should they use?

Accepted Answer

Predictive scoring. Predictive scoring in Dynamics 365 Customer Insights uses machine learning models to analyze historical customer data and engagement patterns, assigning a score that predicts the likelihood of a specific outcome—such as responding to a new product campaign. This directly matches the company's goal of identifying high-propensity customers for targeted outreach.

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Enrichment

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Measures

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Segmentation

Question 2

A company uses Dynamics 365 Field Service and wants to offer customers a self-service portal to schedule appointments. Which feature should be implemented?

Accepted Answer

Customer Portal (Power Apps portal). The Customer Portal (Power Apps portal) is the correct feature because it provides an external-facing, self-service web interface where customers can schedule appointments, view service history, and manage their accounts without contacting a dispatcher. Dynamics 365 Field Service integrates natively with Power Apps portals to expose entities like Work Orders, Bookings, and Accounts to authenticated external users. This directly satisfies the requirement for customer self-service appointment scheduling.

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Field Service Mobile app

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Dynamics 365 Copilot

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Schedule Board

Question 3

A retail company uses Dynamics 365 Customer Insights to unify customer data from online and in-store transactions. They want to define a customer segment based on customers who have made a purchase within the last 30 days and have a lifetime value above $500. Which feature should they use?

Accepted Answer

Create a segment based on conditions. Dynamics 365 Customer Insights allows you to define a segment based on conditions, such as combining a purchase recency filter (last 30 days) with a calculated lifetime value threshold (>$500). This uses the segment builder's rule-based logic to query unified customer profiles and transactional data, enabling precise targeting without custom code.

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Create a measure

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Enrich customer profiles with demographic data

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Create a prediction model

Question 4

A manufacturing company uses Dynamics 365 Sales and Customer Insights. They want to identify customers who are likely to churn based on support ticket volume and purchase recency. Which Customer Insights feature should they use to build this analysis?

Accepted Answer

Predictive models. A is correct because Predictive models in Dynamics 365 Customer Insights use built-in machine learning to analyze historical data—such as support ticket volume and purchase recency—and generate a churn probability score for each customer. This allows the company to proactively identify customers at risk of churning without requiring custom data science work.

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Measures

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Segments

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Enrichment

Question 5

Which THREE components are part of the Dynamics 365 Customer Service hub?

Accepted Answer

Service Level Agreement (SLA) management. The Dynamics 365 Customer Service hub is built around the core service capabilities delivered through the Customer Service workspace and related apps. Option C (Service Level Agreement (SLA) management) is correct because SLAs are a native Customer Service feature used to define KPIs, warning and failure times, and apply them to cases and work orders. Option D (Knowledge management) is correct because the Customer Service hub includes knowledge articles, knowledge search, and the ability to link articles to cases for agent assistance. Option E (Case management) is correct because cases are the central entity of the Customer Service hub, including case creation, routing, queues, and resolution. Options A (Sales forecasting) and B (Marketing lists) are not part of the Customer Service hub; sales forecasting belongs to Dynamics 365 Sales, and marketing lists belong to Dynamics 365 Marketing/customer engagement marketing functionality.

Answer

Sales forecasting

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Marketing lists

Question 6

A field service manager wants to see the real-time location of all technicians on a map. Which feature should they use?

Accepted Answer

Schedule Board (Map view). The Schedule Board in Dynamics 365 Field Service offers a Map view that plots technicians' real-time locations alongside their scheduled jobs, letting dispatchers see geographic proximity and reassign work efficiently. It pulls live location data from the Field Service mobile app's geolocation tracking. This is the purpose-built visualisation for the manager's requirement.

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Resource Scheduling Optimization

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Connected Field Service dashboard

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Field Service Mobile app

Question 7

A company uses Dynamics 365 Customer Insights - Journeys. They have a journey that sends a discount offer to customers who have not made a purchase in 30 days. They notice that some customers are receiving the offer multiple times. Which journey setting should they modify?

Accepted Answer

Frequency capping. Frequency capping is the correct setting because it limits how many times a customer can enter or receive communications from a journey within a specified period. In Dynamics 365 Customer Insights - Journeys, this prevents customers who meet the trigger condition (e.g., no purchase in 30 days) from being re-entered into the same journey repeatedly, which is the root cause of receiving the offer multiple times.

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Entity

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Goal

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Schedule

Question 8

Which THREE are prerequisites for setting up Customer Insights predictions? (Choose three.)

Accepted Answer

Unified customer profiles. Unified customer profiles (Option A) are a prerequisite for Customer Insights predictions because predictions rely on a consolidated, single view of each customer derived from multiple data sources. Without unified profiles, the AI models cannot accurately associate behaviors, transactions, and attributes to individual customers, which is essential for generating reliable predictions like churn or purchase likelihood.

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External data enrichment

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Real-time data streaming

Question 9

Drag and drop the steps to configure a sales territory in Dynamics 365 Sales into the correct order.

Accepted Answer

Create territory, then Assign manager, then Add members, then Activate territory. Configuring a territory involves creating it, assigning manager, adding members, and activating.

Answer

Create territory, then Add members, then Assign manager, then Activate territory

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Create territory, then Assign manager, then Activate territory, then Add members

Answer

Assign manager, then Create territory, then Add members, then Activate territory

Question 10

A customer service team wants to use a unified inbox to manage conversations from chat, email, and social media. Which app should they use?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service is the Dynamics 365 app that provides a unified agent inbox consolidating chat, email, social media, SMS, and voice conversations into a single interface. It routes incoming conversations to agents based on skills and capacity, and preserves context across channels. This directly matches the requirement for a unified inbox across chat, email, and social media.

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Dynamics 365 Customer Service Hub

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Power Virtual Agents

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Dynamics 365 Customer Service Insights

Question 11

A sales manager wants to ensure that leads are automatically qualified based on specific criteria such as budget and timeline. Which Dynamics 365 feature should be configured?

Accepted Answer

Lead scoring. Lead scoring in Dynamics 365 Sales is the feature that automatically evaluates and ranks leads against a defined model using attributes such as budget, timeline, and other qualification criteria. It assigns a score to each lead so sales reps can prioritize the most promising opportunities. Configuring a scoring model (either the built-in predictive model or a custom model) directly addresses the manager's requirement to auto-qualify leads based on specific criteria.

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Copilot for Sales

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Sales sequences

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Business process flow

Question 12

An administrator needs to configure a service-level agreement (SLA) that automatically escalates a case if it is not resolved within 4 hours of creation. What should they create?

Accepted Answer

An SLA KPI instance with a failure action to escalate. In Dynamics 365 Customer Service, an SLA is implemented by creating an SLA record containing SLA items, each with a KPI (e.g., 'Time to resolve') and a failure action. When the KPI breaches its threshold, the configured failure action — such as escalating the case or running a workflow — fires automatically. This is the native mechanism for time-based escalation tied to case age.

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A routing rule set with a condition on case age

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A queue with a high-priority routing rule

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A classic workflow with a wait condition

Question 13

Which THREE features are available in Dynamics 365 Customer Service? (Choose THREE.)

Accepted Answer

Unified Routing. Unified Routing is a core feature in Dynamics 365 Customer Service that intelligently distributes incoming work items (cases, chats, messages) to the most appropriate agent or queue based on skills, presence, and capacity. It replaces legacy routing with a modern, rules-based engine that ensures efficient assignment and reduced resolution times.

Answer

Lead Scoring

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Segmentation

Question 14

An organization wants to enable customers to find answers from a public-facing knowledge base without contacting support. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Customer Service portal (Power Pages). A Customer Service portal (built on Power Pages) provides a public-facing knowledge base that enables customers to find answers through self-service without contacting support. Option A is wrong because the Customer Service admin center is used for configuration, not for end-user self-service. Option C is wrong because Omnichannel for Customer Service handles live interactions across channels, not self-service knowledge base access. Option D is wrong because Dynamics 365 Copilot assists agents, not customers directly.

Answer

Customer Service admin center

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Omnichannel for Customer Service

Answer

Dynamics 365 Copilot

Question 15

A customer service manager wants to define different service level agreements (SLAs) for different case types, such as high priority and low priority. The SLAs should automatically apply when a case is created. Which configuration should the manager use?

Accepted Answer

SLA KPIs. SLA KPIs (Key Performance Indicators) allow service managers to define and track time-based metrics for different case types, such as high and low priority. When a case is created, the associated SLA KPI automatically applies based on the case type. Option A is incorrect because queues are used for routing and grouping cases, not for SLA definitions. Option C is incorrect because entitlements define the level of service a customer is entitled to, but they do not enforce time-based SLAs. Option D is incorrect because routing rules determine how cases are assigned to agents, not SLA conditions.

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Queue configuration

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Entitlements

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Routing rules

Question 16

You are reviewing the exhibit of an enrichment configuration in Customer Insights - Data. What is the purpose of this enrichment?

Accepted Answer

Add demographic data based on postal code. The enrichment configuration in Customer Insights - Data uses a data source (such as a postal code lookup service) to append demographic attributes (e.g., income level, age range, or household size) to existing customer profiles. This is correct because the exhibit shows an enrichment step that maps postal code to external demographic data, not a deduplication, purchase history, or churn calculation process.

Answer

Delete duplicate profiles

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Add purchase history based on customer ID

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Calculate churn probability

Question 17

Woodland Services is a field service company that provides HVAC maintenance. They use Dynamics 365 Field Service. Their dispatchers use the schedule board to assign work orders manually. Recently, they have experienced an increase in customer complaints about missed appointments. Upon investigation, they find that some work orders are not being assigned to technicians because the dispatchers are overwhelmed. The company wants to automate the scheduling process to ensure all work orders are assigned promptly. Additionally, they need to consider that some work orders require specific certifications (e.g., handling refrigerants). The company has 10 technicians, each with different skills and territories. Which solution should the company implement?

Accepted Answer

Configure Resource Scheduling Optimization to automatically assign work orders based on skills and location.. Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service can automatically assign work orders to technicians based on predefined rules, including skill requirements (e.g., refrigerant certification) and geographic proximity. This directly addresses the dispatcher overload and ensures all work orders are assigned promptly without manual intervention.

Answer

Enable the customer portal for customers to choose their preferred technician.

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Implement a skill-matching rule in the schedule board to highlight qualified technicians.

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Hire additional dispatchers to handle the workload.

Question 18

Your Dynamics 365 Sales team uses Copilot to help draft emails. However, some users report that the suggested content is irrelevant. What should you check first?

Accepted Answer

Data quality and completeness of CRM records. The first thing to check when Copilot suggestions are irrelevant is the data quality and completeness of CRM records. Copilot in Dynamics 365 Sales generates content based on the data available in the CRM, such as customer interactions, notes, and history. If records are incomplete or outdated, the suggestions will be poor. Licensing, privacy settings, and sharing permissions affect access but not the relevance of the content.

Answer

Copilot licensing

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Organization's privacy settings

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User permissions for sharing

Question 19

A marketing manager wants to use Dynamics 365 Customer Insights to create a unified customer profile from transactional data stored in Azure SQL Database and engagement data from Dynamics 365 Marketing. Which data source type should they configure in Customer Insights - Data to connect to the Azure SQL Database?

Accepted Answer

Azure SQL Database connector. The Azure SQL Database connector is the correct data source type because it directly ingests transactional data from Azure SQL Database into Customer Insights - Data, enabling the creation of unified customer profiles. This connector supports incremental updates and schema mapping, which are essential for merging transactional data with engagement data from Dynamics 365 Marketing.

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Export destination

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Common Data Model folder

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Power Query Online

Question 20

A sales manager wants to see a single timeline of customer interactions across sales, service, and marketing. Which Customer Insights feature provides this?

Accepted Answer

Unified customer profile. The unified customer profile in Dynamics 365 Customer Insights aggregates data from sales, service, and marketing interactions into a single, comprehensive timeline. This feature merges disparate data sources (e.g., CRM, support tickets, campaign responses) to create a 360-degree view, enabling the sales manager to see all customer touchpoints in one place.

Answer

Data enrichment

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Customer segmentation

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Predictive scoring