MB-910 Practice Test 21 — 15 Questions

Question 1

A dispatcher needs to quickly identify which technicians are available to accept an emergency work order. Which TWO tools can provide this information?

Accepted Answer

Schedule Board (Resource Availability view). The Schedule Board with the Resource Availability view provides a real-time display of all technicians' availability, making it easy for dispatchers to see who is free. The Field Service Mobile app, when configured with a dispatcher view, also allows dispatchers to see technician availability and assign work orders. Option C is incorrect because the Connected Field Service dashboard focuses on IoT device status, not technician availability. Option D is incorrect because Dynamics 365 Copilot offers predictive suggestions but does not provide a real-time availability view. Option E is incorrect because the Customer Portal is designed for customer self-service, not dispatcher resource management.

Answer

Connected Field Service dashboard

Answer

Dynamics 365 Copilot

Answer

Customer Portal

Question 2

Which TWO of the following are benefits of using Dynamics 365 Field Service mobile app?

Accepted Answer

Capture customer signatures on site.. The correct answers are B and E. The Dynamics 365 Field Service mobile app allows technicians to capture customer signatures on site (B) and view work order details offline (E). Option A is incorrect because scheduling appointments is typically done by customers through a customer portal, not the technician mobile app. Option C is incorrect because time recording usually requires technician input; it is not fully automatic. Option D is incorrect because real-time inventory management is typically handled within the back-end system, not directly from the mobile app.

Answer

Allow customers to schedule their own appointments.

Answer

Automatically record time without technician input.

Answer

Manage inventory levels in real time.

Question 3

Refer to the exhibit. A company has configured Connected Field Service to auto-generate work orders from IoT alerts. An IoT alert with medium priority is received. What will happen?

Accepted Answer

No work order will be created because the rule only applies to high-priority alerts.. The rule "HighPriorityAlerts" only triggers for high-priority alerts; a medium-priority alert will not automatically generate a work order. Option A is wrong because the rule filters by priority. Option B is wrong because the rule does not assign to a default technician automatically. Option D is wrong because the alert will not be ignored; it may be logged but no work order created.

Answer

A work order will be created and assigned to a technician automatically.

Answer

A work order will be created and assigned to Unassigned.

Answer

The alert will be ignored and deleted.

Question 4

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) enables self-service scheduling. Option A is incorrect because the Field Service Mobile app is for technicians, not customers. Option B is incorrect because Dynamics 365 Copilot is an AI assistant, not a portal. Option C is incorrect because the Schedule Board is for dispatchers.

Answer

Field Service Mobile app

Answer

Dynamics 365 Copilot

Answer

Schedule Board

Question 5

Which THREE features are available in Dynamics 365 Customer Service?

Accepted Answer

SLA tracking. Options A, B, and E are correct. Dynamics 365 Customer Service includes SLA tracking, case management, and knowledge base functionality. Option C (campaign analytics) is a feature of Dynamics 365 Marketing, not Customer Service. Option D (lead scoring) is a feature of Dynamics 365 Sales.

Answer

Campaign analytics

Answer

Lead scoring

Question 6

A salesperson wants to quickly get a summary of their daily activities and upcoming meetings when they open Dynamics 365. What should they use?

Accepted Answer

Dynamics 365 Home page. The Dynamics 365 Home page provides a personalized dashboard with daily activities and meetings. Option B is wrong because Copilot can summarize but is not the home page. Option C is wrong because Power BI reports are separate. Option D is wrong because the Sales Hub sitemap is navigation, not a summary.

Answer

Copilot for Sales

Answer

Power BI dashboard

Answer

Sales Hub sitemap

Question 7

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 is correct because it automatically evaluates leads based on predefined criteria such as budget and timeline. Option A is wrong because Copilot for Sales provides AI-assisted suggestions but does not automatically qualify leads. Option C is wrong because sales sequences automate step-by-step sales activities, not lead qualification. Option D is wrong because business process flow guides users through stages but does not automatically qualify leads.

Answer

Copilot for Sales

Answer

Sales sequences

Answer

Business process flow

Question 8

Which THREE features are available in Dynamics 365 Customer Service?

Accepted Answer

Knowledge article management. Options B, C, and E are correct: Knowledge article management, Omnichannel for Customer Service, and Copilot in Customer Service are core features of Dynamics 365 Customer Service. Option A is incorrect because customer journey design belongs to Dynamics 365 Marketing. Option D is incorrect because predictive lead scoring belongs to Dynamics 365 Sales.

Answer

Customer journey design

Answer

Predictive lead scoring

Question 9

Which TWO capabilities are part of Dynamics 365 Sales? (Choose TWO.)

Accepted Answer

Opportunity Management. Options B and D are correct. Dynamics 365 Sales includes Opportunity Management and Lead Management. Option A (Project Budgeting) is part of Project Operations. Option C (Case Management) is part of Customer Service. Option E (Work Order Scheduling) is part of Field Service.

Answer

Project Budgeting

Answer

Case Management

Answer

Work Order Scheduling

Question 10

Which TWO capabilities are provided by Dynamics 365 Customer Insights?

Accepted Answer

Unify customer data from multiple sources. Customer Insights provides unified customer profiles and AI-driven predictions. Option A is incorrect because case resolution is part of Dynamics 365 Customer Service. Option D is incorrect because sending marketing emails is part of Dynamics 365 Marketing. Option E is incorrect because managing sales opportunities is part of Dynamics 365 Sales.

Answer

Track case resolution

Answer

Send marketing emails

Answer

Manage sales opportunities

Question 11

Which THREE capabilities are part of Dynamics 365 Sales?

Accepted Answer

Lead management. Lead management, opportunity management, and sales analytics are core Sales capabilities. Customer service is a separate app, and marketing automation is in Marketing.

Answer

Case management

Answer

Marketing automation

Question 12

A salesperson wants to use Dynamics 365 Sales Copilot to draft an email to a customer based on recent interactions. What is the primary benefit of using Copilot for this task?

Accepted Answer

It saves time by automatically generating a draft based on context. The primary benefit of using Dynamics 365 Sales Copilot to draft an email is that it saves time by automatically generating a draft based on CRM context, such as recent interactions and relevant data. This allows the salesperson to quickly review and send a personalized message without starting from scratch. Option A is incorrect because Copilot does not translate emails into a preferred language by default. Option B is incorrect because Copilot does not send emails automatically; it only drafts them. Option D is incorrect because the draft requires user review and manual sending.

Answer

It translates the email into the customer's preferred language

Answer

It ensures the email is sent immediately to the customer

Answer

It automatically sends the email without user review

Question 13

A project manager wants to track tasks, milestones, and resource allocation for a customer implementation. Which Dynamics 365 app provides these capabilities?

Accepted Answer

Dynamics 365 Project Operations. Dynamics 365 Project Operations provides project management capabilities including tasks, milestones, and resource allocation. Option A (Dynamics 365 Field Service) is incorrect because it focuses on work orders and scheduling for field technicians. Option B (Dynamics 365 Sales) is incorrect because it manages sales leads, opportunities, and customer relationships. Option D (Dynamics 365 Customer Service) is incorrect because it handles case management and customer support.

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Service

Question 14

Which TWO apps are part of Dynamics 365 Customer Service?

Accepted Answer

Customer Service Hub. Customer Service Hub and Omnichannel for Customer Service are both part of Customer Service. Sales Hub is Sales, Marketing is separate, and Field Service is separate.

Answer

Sales Hub

Answer

Dynamics 365 Marketing

Answer

Dynamics 365 Field Service

Question 15

A marketing team wants to send personalized emails to a segment of customers who have purchased in the last 30 days. Which Dynamics 365 app should they use?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing is designed for customer journeys and email marketing. Sales is for sales processes, Customer Service for support, and Field Service for on-site work.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Customer Service