MB-910 Practice Test 22 — 15 Questions

Question 1

Refer to the exhibit. An IoT alert is received in Connected Field Service. Based on the alert properties, what action will automatically occur?

Accepted Answer

No automatic action is taken; the alert requires manual review.. In Connected Field Service, not every IoT alert automatically generates a work order. The alert's properties — such as severity, device type, or customer — determine whether an automated workflow triggers. In this exhibit, the alert properties do not meet the configured threshold for auto-creation, so the alert is logged and requires manual review by a dispatcher or field service manager.

Answer

The device is automatically scheduled for maintenance.

Answer

A work order is automatically created.

Answer

The alert is automatically resolved.

Question 2

A salesperson needs to view all activities (emails, appointments, phone calls) related to a specific opportunity in one place. Which entity should they open?

Accepted Answer

Opportunity record. In Dynamics 365, the Opportunity record is the central entity that aggregates all related activities — emails, appointments, phone calls, tasks, and notes — in its timeline and Activities associated view. Opening the opportunity gives the salesperson a consolidated view of every interaction tied to that deal. Individual activity entities only show one type of interaction and lack the deal context.

Answer

Email activity

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Appointment activity

Answer

Phone call activity

Question 3

A company using Dynamics 365 Field Service has technicians who often arrive at jobs without the correct parts, causing delays. They want to ensure technicians have the necessary inventory before arriving. What is the best approach?

Accepted Answer

Configure inventory journals and pick lists on work orders. Dynamics 365 Field Service uses inventory journals and pick lists on work orders to track parts consumption and ensure technicians are assigned the correct inventory before arriving on site. By configuring these, the system can flag required parts on the work order, generate pick lists for warehouse staff, and reconcile inventory after the job — directly preventing technicians from arriving without the necessary parts.

Answer

Use Dynamics 365 Copilot to suggest parts

Answer

Implement barcode scanning on mobile devices

Answer

Display inventory levels on the schedule board

Question 4

Which TWO of the following are features of Dynamics 365 Sales?

Accepted Answer

Lead scoring. Lead scoring is a core feature of Dynamics 365 Sales that uses machine learning models to rank leads based on their likelihood to convert, helping sales teams prioritize high-quality leads. It is built into the Sales Hub app and leverages predictive scoring from the Dynamics 365 AI for Sales module.

Answer

Resource Scheduling Optimization

Answer

Case management

Answer

Customer Voice surveys

Question 5

In Dynamics 365 Customer Service, what is the primary purpose of creating a Service Level Agreement (SLA) for case management?

Accepted Answer

To define and track time-based performance targets for case resolution.. In Dynamics 365 Customer Service, an SLA (Service Level Agreement) is primarily used to define and track time-based performance targets, such as the time to first response or case resolution. When a case is created, the SLA calculates key performance indicators (KPIs) against these targets, triggering warnings or escalations if deadlines are missed. This ensures that service teams meet contractual obligations and maintain consistent response and resolution times.

Answer

To calculate customer satisfaction scores.

Answer

To provide customers with self-service knowledge articles.

Answer

To automatically route cases to the appropriate agent.

Question 6

You are a consultant for a small e-commerce company that is new to Dynamics 365 Customer Insights. They have data in a CSV file containing customer names, email addresses, and purchase amounts. They want to create a segment of customers who have spent more than $500 in total. What is the first step they should take?

Accepted Answer

Upload the CSV file as a data source.. Before any segmentation or data transformation can occur, the CSV data must first be ingested into Dynamics 365 Customer Insights. Uploading the CSV file as a data source is the foundational step because the system requires raw data to be available before it can be unified, enriched, or used to create segments. Without this initial import, all subsequent operations (unification, segmentation, enrichment) would have no data to act upon.

Answer

Define data unification rules.

Answer

Create a segment based on total spend.

Answer

Enrich profiles with demographic data.

Question 7

Which TWO of the following are capabilities of Dynamics 365 Customer Insights - Data?

Accepted Answer

Create a single, unified customer profile. Dynamics 365 Customer Insights - Data is specifically designed to create a single, unified customer profile by stitching together data from various sources. This unified profile provides a 360-degree view of each customer, enabling personalized engagement and analytics.

Answer

Create and manage marketing journeys

Answer

Schedule field service appointments

Answer

Create and manage sales quotes

Question 8

Which THREE of the following are benefits of using Connected Field Service? (Select THREE.)

Accepted Answer

Proactive issue resolution. Connected Field Service (CFS) integrates Azure IoT Hub with Dynamics 365 Field Service so that telemetry from registered devices triggers alerts and work orders automatically, which directly enables proactive issue resolution (B): technicians are dispatched based on actual device conditions before the customer reports a failure. The same IoT-driven alerting and threshold rules support predictive maintenance (C), because anomalies and degradation patterns in device telemetry can be detected and serviced before a breakdown occurs. Remote monitoring of equipment (E) is also a core benefit, since CFS continuously streams device data (e.g., temperature, pressure, error codes) to the connected field service dashboard without requiring an on-site visit. Inventory optimization (A) is a supply-chain/warehouse capability rather than a CFS benefit, and automated scheduling (D) is provided by Field Service's scheduling and Resource Scheduling Optimization features, not by Connected Field Service itself.

Answer

Inventory optimization

Answer

Automated scheduling

Question 9

A company wants to allow customers to track their own case status without contacting support. Which capability should be enabled?

Accepted Answer

Power Pages portal. Power Pages (formerly Power Apps Portals) is the Microsoft Power Platform capability that allows organizations to create external-facing websites where customers can self-serve, including tracking case status, viewing knowledge articles, and submitting requests. It integrates with Dynamics 365 Customer Service to expose case data securely to authenticated customers.

Answer

Customer Service Hub self-service portal

Answer

Omnichannel for Customer Service

Answer

Copilot for Service

Question 10

Adventure Works, a solar panel installation company, uses Dynamics 365 Field Service. They have 30 technicians and receive about 100 work orders per week. Technicians use the Field Service Mobile app to view their schedules and update work order status. Recently, technicians have reported that they sometimes miss work order details because the mobile app does not show all required information, such as customer preferences and equipment specifications. Adventure Works wants to customize the mobile app to display all relevant fields. They also want to enable offline capability so technicians can work in areas with poor connectivity. Which actions should Adventure Works take?

Accepted Answer

Use the Field Service Mobile Configuration Tool to customize the forms and enable offline mode.. The Field Service Mobile Configuration Tool is specifically designed to customize the Field Service Mobile app, allowing administrators to add required fields to forms and enable offline mode. This tool provides a tailored experience for technicians, ensuring they see all necessary information and can work without connectivity.

Answer

Use Power Automate to send work order details to technicians via email or SMS.

Answer

Create a new Power Apps model-driven app with the required fields and enable offline sync.

Answer

Configure Microsoft Intune policies to push the required fields to the mobile app.

Question 11

Which TWO capabilities are included in Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Knowledge management (C) is a core capability of Dynamics 365 Customer Service, providing a searchable knowledge base that agents can use to find and share articles, and that can be surfaced in portals and integrated with case resolution. Case management (D) is likewise fundamental to Dynamics 365 Customer Service, encompassing the full lifecycle of cases/incidents — creation, routing, tracking, escalation, and resolution — through entities like Incident and queues. Social media management (A) belongs to Dynamics 365 Marketing/Customer Insights social listening rather than Customer Service, sales forecasting (B) is a Dynamics 365 Sales capability, and live chat (E) is delivered through the separate Dynamics 365 Customer Service digital messaging/Omnichannel add-on rather than being a base included capability.

Answer

Social media management

Answer

Sales forecasting

Answer

Live chat

Question 12

Which THREE capabilities are provided by Dynamics 365 Field Service? (Choose three.)

Accepted Answer

Scheduling and dispatch. Option B (Scheduling and dispatch) is correct because Field Service includes the Universal Resource Scheduling engine and the Schedule Board, which let dispatchers assign work orders to the right technicians based on skills, location, and availability. Option C (Inventory management) is correct because Field Service provides inventory, warehouse, and product-return capabilities tied to work orders, including the Inventory and Purchasing modules and the Field Service mobile app for truck stock. Option D (Work order management) is correct because work orders are the core record in Field Service, tracking incidents, tasks, service history, and customer assets throughout the service lifecycle. Option A (Lead management) is not a Field Service capability; leads are managed in Dynamics 365 Sales. Option E (Marketing automation) is not a Field Service capability; customer journeys and campaigns are handled by Dynamics 365 Customer Insights - Journeys (Marketing).

Answer

Lead management

Answer

Marketing automation

Question 13

A customer service manager wants to automatically route cases to the appropriate agent based on skill and availability. Which Dynamics 365 Customer Service feature should they configure?

Accepted Answer

Unified Routing. Unified Routing in Dynamics 365 Customer Service is the feature that automatically routes cases to the appropriate agent based on skill, capacity, and availability. It uses configurable routing rules, workstreams, and queues to match work items to agents in real time, replacing legacy routing mechanisms. This directly addresses the manager's requirement.

Answer

Knowledge Base

Answer

Omnichannel for Customer Service

Answer

Service Level Agreement (SLA)

Question 14

An administrator notices that Customer Insights data is not refreshing as scheduled. What should they check first?

Accepted Answer

Data source refresh settings. In Dynamics 365 Customer Insights, data refresh is driven by the refresh schedule configured on each data source. If data is not refreshing as scheduled, the first thing to verify is whether the data source refresh settings (schedule, enabled/disabled state, and credentials) are correctly configured. Unification rules, enrichment providers, and segment definitions operate downstream of the refresh and would not prevent the initial data pull from occurring.

Answer

Unification rules

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Enrichment providers

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Segment definitions

Question 15

Which THREE components are part of the Omnichannel for Customer Service configuration?

Accepted Answer

Queues. Queues (A) are a core Omnichannel for Customer Service configuration component because they define how incoming conversations from channels are routed and distributed to agents, and they are created and managed within the Omnichannel administration app. Chat channel (B) is correct because Omnichannel supports multiple channel types (such as chat, SMS, and social), and a chat channel must be configured and provisioned so customer conversations can be received and routed. Workstreams (D) are correct because they are the routing framework that determines which queue and channel a conversation is sent to based on work distribution and routing rules, making them essential to Omnichannel configuration. Knowledge articles (C) are not a configuration component of Omnichannel itself; they belong to Dynamics 365 knowledge management and are merely surfaced to agents during conversations. SLA KPIs (E) are part of the Customer Service SLA management feature and are not one of the Omnichannel configuration components.

Answer

Knowledge articles

Answer

SLA KPIs