MB-910 Practice Test 23 — 15 Questions

Question 1

A small business wants to unify customer data from their online store, email list, and social media interactions using Dynamics 365 Customer Insights. They have limited technical resources. What is the recommended first step?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Ingest data from their existing sources and configure match rules. The recommended first step in Dynamics 365 Customer Insights is to unify customer data by ingesting data from all existing sources (online store, email list, social media) and configuring match rules to identify unique customers across those sources. This creates the unified customer profile, which is the foundational prerequisite for any segmentation, measures, or enrichment. Without ingesting and matching data, no other feature can function. This aligns with the standard implementation approach for Customer Insights.

Answer

Build segments based on customer location

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Create measures to calculate key performance indicators

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Enrich profiles with demographic data from a third-party provider

Question 2

Which THREE of the following can be defined in a Dynamics 365 Field Service work order? (Select three.)

Accepted Answer

Service address. A service address is a core component of a work order in Dynamics 365 Field Service because it defines the physical location where the on-site service will be performed. This address is used for scheduling, routing, and dispatching resources, and it is typically populated from the customer account or service account record.

Answer

Purchase order number

Answer

Customer credit score

Question 3

Your organization is implementing Dynamics 365 Sales. Which TWO capabilities are core to the sales engagement app? (Choose TWO.)

Accepted Answer

Relationship analytics. Relationship analytics (Option D) is a core capability of the Dynamics 365 Sales engagement app because it provides sellers with AI-driven insights into customer interactions, communication patterns, and relationship health, enabling them to prioritize activities and strengthen deals. Lead scoring using AI (Option E) is also core, as it automatically evaluates and ranks leads based on historical data and predictive models, helping sales teams focus on the most promising opportunities. Both features are integral to the sales engagement experience, directly supporting seller productivity and decision-making.

Answer

Work order scheduling

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Case management with SLA tracking

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Customer journey creation with segments

Question 4

An organization uses Dynamics 365 Field Service and wants to automatically prioritize work orders based on customer SLA and urgency. They configure Booking Rules. What is the primary purpose of Booking Rules?

Accepted Answer

To define how work orders are prioritized and assigned to resources. Booking Rules in Dynamics 365 Field Service define the logic that determines how work orders are prioritized and how they are matched and assigned to the most appropriate resources. They let organizations encode SLA commitments, urgency, and resource constraints so the scheduling engine automatically ranks and routes work. This directly supports the scenario's goal of prioritizing work orders based on customer SLA and urgency.

Answer

To manage inventory levels at warehouses

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To send notifications to customers about technician arrival

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To customize the mobile app form layout

Question 5

A dispatcher needs to see which technicians are available in the next hour and their current location. Which tool in Dynamics 365 Field Service should the dispatcher use?

Accepted Answer

Schedule board. The Schedule Board in Dynamics 365 Field Service is the primary dispatch tool that provides a real-time view of resource availability, including which technicians are free in the next hour and their current location. It aggregates data from Bookable Resource records, work orders, and GPS tracking to help dispatchers assign jobs efficiently.

Answer

Field Service Mobile app

Answer

Power BI report

Answer

Customer Service workspace

Question 6

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

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Measures

Answer

Segments

Question 7

Which TWO features in Dynamics 365 Customer Service help agents resolve cases faster by providing relevant information automatically?

Accepted Answer

Knowledge Base suggestion engine. The Knowledge Base suggestion engine (B) automatically analyzes the context of a customer conversation and suggests relevant articles to the agent, reducing search time and enabling faster resolution. Dynamics 365 Copilot (D) uses generative AI to provide real-time suggestions, summarize cases, and draft responses, further accelerating case handling.

Answer

Omnichannel for Customer Service

Answer

Service Level Agreement (SLA)

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Entitlements

Question 8

A company uses Dynamics 365 Customer Service and wants to automatically suggest knowledge articles to agents while they are working on a case. The solution must work without requiring the agent to manually search. Which feature should be enabled?

Accepted Answer

AI-suggested articles. AI-suggested articles use artificial intelligence to automatically recommend relevant knowledge articles to agents as they work on a case, without requiring manual search. Option A is incorrect because the Knowledge Base is the repository where articles are stored, not a suggestion mechanism. Option B is incorrect because Knowledge Search requires the agent to actively perform a search. Option D is incorrect because article categorization organizes articles into categories but does not automatically suggest them.

Answer

Knowledge Base

Answer

Knowledge Search

Answer

Article categorization

Question 9

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

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Schedule Board

Answer

Field Service Mobile App

Question 10

A marketing team wants to send a promotional email to customers who have a high likelihood of purchasing a new product. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Use a prediction model for purchase propensity. A prediction model for purchase propensity uses machine learning to analyze customer signals (e.g., browsing history, past purchases, demographics) and assign a probability score indicating how likely each customer is to buy a new product. This directly meets the marketing team's need to target high-likelihood customers, as it goes beyond simple historical data to predict future behavior.

Answer

Define a measure of average spend

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Create a segment based on past purchases

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Run data unification

Question 11

Which THREE features are available in Dynamics 365 Customer Service?

Accepted Answer

SLA tracking. SLA tracking (A) is a core Customer Service capability that lets organizations define Key Performance Indicators (KPIs) such as first response and resolution times, and apply SLA items to cases and work orders to warn or fail when targets are breached. Case management (B) is the foundational Customer Service feature, providing the Case entity, queues, routing, and the case lifecycle used to track and resolve customer issues. Knowledge base (E) is also native to Customer Service, enabling articles to be authored, versioned, and linked to cases so agents can search and insert solutions directly. Campaign analytics (C) and lead scoring (D) belong to Dynamics 365 Sales/marketing capabilities rather than Customer Service, so they are not among the three correct answers.

Answer

Campaign analytics

Answer

Lead scoring

Question 12

You are a customer service administrator for a mid-sized company using Dynamics 365 Customer Service. The support team has been receiving a high volume of cases related to password resets, account unlock requests, and other common IT issues. These cases are taking up significant time for your tier-1 agents, causing longer wait times for more complex issues. Management wants to reduce the workload on agents while maintaining customer satisfaction. You need to implement a solution that allows customers to resolve these common issues themselves without contacting an agent. The solution should be easy to set up and maintain, and should integrate with the existing case management system. What should you do?

Accepted Answer

Create a chatbot using Power Virtual Agents and configure it to handle password reset and account unlock requests. Power Virtual Agents (now part of Microsoft Copilot Studio) allows you to quickly create a chatbot without coding, which can be configured to handle common IT self-service tasks like password resets and account unlock requests. This chatbot can be integrated directly with Dynamics 365 Customer Service to automatically create or update cases, reducing the workload on tier-1 agents while maintaining customer satisfaction through immediate self-resolution.

Answer

Build a custom self-service portal using Power Apps and publish knowledge base articles

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Hire additional tier-1 agents to handle the increased volume

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Configure automatic case resolution rules to close cases after a set time

Question 13

Refer to the exhibit. The IoT alert shown is received. What will happen in Dynamics 365 Field Service?

Accepted Answer

A work order is automatically created for the customer Contoso. In Connected Field Service, IoT alerts can be configured with an automated workflow (via Power Automate or the IoT Alert process) that automatically creates a work order when specific alert conditions are met. The exhibit shows an alert tied to customer Contoso with the auto-create work order rule triggered, so the system generates a work order for that customer. Assignment to a specific technician requires Resource Scheduling Optimization or manual dispatch, which is a separate step.

Answer

A work order is created and assigned to the nearest technician

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The alert is logged and no further action is taken

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A notification is sent to the dispatcher but no work order is created

Question 14

A field service organization wants to automatically create a work order when a customer's IoT device sends a specific telemetry signal. The solution must also allow the technician to remotely diagnose the issue before arriving. Which combination of features should be used?

Accepted Answer

Connected Field Service and Remote Assist. Connected Field Service (CFS) is the Dynamics 365 Field Service capability that ingests IoT telemetry from connected devices and can automatically trigger work order creation based on defined alert rules. Remote Assist provides mixed-reality video collaboration so the technician can visually diagnose the asset with the customer or a remote expert before dispatch. Together they satisfy both the automated work order trigger and the pre-arrival remote diagnosis requirement.

Answer

Customer Asset Management and Remote Assist

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Connected Field Service and Resource Scheduling Optimization

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Schedule board and Resource Scheduling Optimization

Question 15

Fabrikam Inc. uses Dynamics 365 Customer Service and wants to provide a consistent service experience across email, chat, and voice channels. They have agents who specialize in different products. They want to set up a system where incoming cases are automatically categorized and routed to the appropriate agent team based on the product mentioned in the customer's message. Additionally, they want to use a bot to handle initial triage for chat and voice calls. The bot should collect basic information and then route to the correct team. They also need to ensure that all interactions are recorded and stored in the case timeline. You need to recommend a configuration. What should you do?

Accepted Answer

Implement Omnichannel for Customer Service with Copilot Studio and configure routing rules.. Omnichannel for Customer Service provides unified routing across email, chat, and voice, and supports automatic case categorization and routing to specialized agent teams. Copilot Studio (formerly Power Virtual Agents) can be integrated to build bots that handle initial triage for chat and voice, collect information, and route to the correct team. All interactions are recorded in the case timeline.

Answer

Enable Customer Service Insights to analyze call data.

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Use Service Scheduling to manage agent availability.

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Use Copilot for Service to assist agents during interactions.