MB-910 Practice Test 22 — 15 Questions

Question 1

A field service technician needs to update a work order after completing a repair on-site. Which Dynamics 365 Field Service capability allows the technician to do this from a mobile device?

Accepted Answer

Field Service Mobile App. Field Service Mobile App. This app is specifically designed for field service technicians to access, update, and complete work orders from a mobile device while on-site. Option A (Microsoft Teams) is a communication tool, not a field service management tool. Option C (Customer Service Hub) is used by service agents in a contact center, not by field technicians. Option D (Power Automate) is for automating workflows but does not provide direct work order management capabilities.

Answer

Microsoft Teams

Answer

Customer Service Hub

Answer

Power Automate

Question 2

A salesperson wants to view the latest customer interactions from email, social media, and phone calls in one place. Which feature should they use?

Accepted Answer

Timeline. Timeline in Dynamics 365 Sales aggregates all customer interactions. Copilot is for AI assistance, Sales Accelerator for lead prioritization, and LinkedIn Sales Navigator for social selling.

Answer

LinkedIn Sales Navigator

Answer

Sales Accelerator

Answer

Copilot in Dynamics 365 Sales

Question 3

A marketing team wants to use Dynamics 365 Customer Insights to create a segment of customers who have purchased within the last 30 days and have an open support case. The segment should update daily. Which type of segment should they create?

Accepted Answer

Dynamic segment. (Dynamic segment). A dynamic segment automatically updates membership based on changing conditions, so it will include customers who purchased in the last 30 days and have an open support case, updating daily. Option A (Calculated measure) is a metric, not a segment. Option B (Static segment) is a one-time snapshot and does not update. Option D (Predictive model) forecasts future behavior, not a segment definition.

Answer

Calculated measure

Answer

Static segment

Answer

Predictive model

Question 4

A marketing team wants to create a targeted email campaign based on customer segments. Which Dynamics 365 Marketing feature should they use?

Accepted Answer

Segments. Segments in Dynamics 365 Marketing allow grouping customers based on criteria for targeted campaigns. Option A (Marketing Analytics) is for analyzing campaign performance, not for creating segments. Option B (Dynamic Segment) is a type of segment, but the feature itself is Segments. Option D (Customer Journey) is for automating multi-step interactions, not for defining audience groups.

Answer

Marketing Analytics

Answer

Dynamic Segment

Answer

Customer Journey

Question 5

A project manager wants to track time, expenses, and project progress in Dynamics 365. Which app should they use?

Accepted Answer

Dynamics 365 Project Operations. Dynamics 365 Project Operations is designed for project management, including tracking time, expenses, and progress. Option A (Sales) focuses on sales processes. Option B (Customer Service) handles support and service cases. Option C (Field Service) manages on-site work and scheduling. Therefore, D is the correct choice.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Field Service

Question 6

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 provides a unified inbox. Customer Service Hub is the main app, but unified inbox is an Omnichannel feature. Customer Service Insights is for analytics. Power Virtual Agents is for chatbots.

Answer

Dynamics 365 Customer Service Hub

Answer

Power Virtual Agents

Answer

Dynamics 365 Customer Service Insights

Question 7

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

Accepted Answer

Phone calls. Options A and E are correct. Phone calls (A) and emails (E) are standard activities that can be tracked in Dynamics 365 Customer Service. Option B (Inventory adjustments) is related to Field Service. Option C (Campaign responses) is related to Marketing. Option D (Invoice payments) is related to Finance.

Answer

Inventory adjustments

Answer

Campaign responses

Answer

Invoice payments

Question 8

A company wants to use Dynamics 365 Sales to track the entire sales process from lead to opportunity to closed deal. Which entity should be created first when a potential customer shows interest?

Accepted Answer

Lead. A lead represents an initial interest from a potential customer. In Dynamics 365 Sales, the sales process starts with a lead, which is then qualified into an opportunity. Option A is incorrect because an opportunity is created after a lead is qualified. Option B is incorrect because an order is created after a quote is accepted, which comes later in the process. Option D is incorrect because a quote is created after an opportunity is identified.

Answer

Opportunity

Answer

Order

Answer

Quote

Question 9

A Dynamics 365 Customer Service manager wants to measure how quickly cases are being resolved. Which report should they use?

Accepted Answer

SLA Report. The SLA Report tracks case resolution against Service Level Agreements, making it suitable for measuring how quickly cases are resolved. Option A (Case Summary Report) shows overall case activity counts, not resolution speed. Option B (Marketing Email Performance Report) is unrelated to case management. Option D (Sales Pipeline Report) tracks sales opportunities, not cases.

Answer

Case Summary Report

Answer

Marketing Email Performance Report

Answer

Sales Pipeline Report

Question 10

A customer service manager wants to automatically route high-priority cases to a specialized team. Which Dynamics 365 feature should they configure?

Accepted Answer

Routing rules. Routing rules define how cases are assigned based on criteria. Option A is wrong because SLAs track service level agreements, not routing. Option C is wrong because queues hold cases but routing rules determine assignment. Option D is wrong because entitlement defines support terms, not routing.

Answer

Service Level Agreements (SLAs)

Answer

Queues

Answer

Entitlements

Question 11

A marketing manager wants to create automated email journeys triggered by customer actions. Which Dynamics 365 Marketing feature should they use?

Accepted Answer

Customer Journey. Customer Journey allows automated multi-step campaigns. Option B is for email design. Option C is for segments. Option D is for analytics.

Answer

Segmentation

Answer

Marketing Insights

Answer

Email Marketing

Question 12

Refer to the exhibit. A Dynamics 365 Customer Service routing rule is configured as shown. A case with priority code 2 is created. What will happen?

Accepted Answer

The case is assigned to the default queue. The rule only applies to priority code 1; for other priorities, the default queue assignment applies. Option A is wrong because the rule does not apply. Option C is wrong because there is no escalation. Option D is wrong because the case is not set to high priority.

Answer

The case is automatically closed

Answer

The case is escalated to a manager

Answer

The case is routed to VIPQueue

Question 13

Which THREE features are available in Dynamics 365 Field Service?

Accepted Answer

Work order management. The correct answers are B, C, and D. Work order management, scheduling and dispatch, and inventory management are core features of Dynamics 365 Field Service. Case management (A) is part of Dynamics 365 Customer Service, and lead management (E) is part of Dynamics 365 Sales.

Answer

Case management

Answer

Lead management

Question 14

A company uses Dynamics 365 Marketing. They want to send personalized emails based on a contact's previous purchase history. Which feature should they use to segment contacts?

Accepted Answer

Segments. Segments in Dynamics 365 Marketing allow filtering contacts based on criteria like purchase history, making it the correct feature for this scenario. Option A (Customer journeys) is incorrect because it defines the campaign flow, not the audience. Option C (Email templates) is incorrect because they define the layout and content, not the audience. Option D (Lead scoring) is incorrect because it ranks leads based on engagement, not for segmentation.

Answer

Customer journeys

Answer

Email templates

Answer

Lead scoring

Question 15

A sales manager wants to automatically send a follow-up email to a lead after a meeting is completed in Dynamics 365 Sales. Which feature should they use?

Accepted Answer

Sales Accelerator. (Sales Accelerator) because it provides sequence-based automated actions, such as sending a follow-up email after a meeting is completed. Option A (Customer Journey) is designed for marketing email campaigns, not automated sales workflows. Option B (Power Automate) can be used to automate tasks, but it is a separate tool rather than a built-in CRM feature for this specific scenario. Option D (Copilot for Sales) offers AI assistance but does not automatically trigger actions like sending emails after meetings.

Answer

Customer Journey

Answer

Power Automate

Answer

Copilot for Sales