MB-910 Practice Test 23 — 15 Questions

Question 1

A company has a high volume of repetitive support requests that can be resolved with a simple password reset or account unlock. They want to reduce agent workload while maintaining customer satisfaction. What is the best approach?

Accepted Answer

Deploy a Power Virtual Agents chatbot. A Power Virtual Agents chatbot can handle common issues like password resets, freeing agents. Creating a knowledge base alone doesn't automate resolution. Copilot can assist agents but doesn't handle customers directly. Adding more agents increases cost.

Answer

Create a knowledge base article for password reset

Answer

Enable Copilot for agents to assist with answers

Answer

Hire more agents to handle the volume

Question 2

A customer service agent needs to quickly find relevant articles while working on a case. Which Dynamics 365 Customer Service feature provides this?

Accepted Answer

Knowledge Base. Knowledge Base search, often enhanced by Copilot, helps agents find relevant articles. Option C is correct. Option A (Timeline) shows history. Option B (Unified Routing) distributes work. Option D (SLA) tracks agreements.

Answer

Timeline

Answer

Unified Routing

Answer

Service Level Agreements

Question 3

Refer to the exhibit. An email containing the word 'urgent' is received. What will happen based on the rule?

Accepted Answer

A case will be created in the Urgent Queue with High priority.. The rule creates a case with High priority in Urgent Queue. Option A is correct. Option B is wrong because priority is High, not Medium. Option C is wrong because it creates a case, not update. Option D is wrong because it doesn't ignore.

Answer

A case will be created in the Urgent Queue with Medium priority.

Answer

The email will be updated with a new category.

Answer

The email will be ignored.

Question 4

A customer service supervisor wants to monitor real-time metrics such as average handle time and number of active sessions for their team. Which dashboard should they use?

Accepted Answer

Customer Service workspace supervisor dashboard. Customer Service workspace includes a supervisor dashboard with real-time metrics. Option A is incorrect because Power BI requires custom development. Option C is incorrect because the Omnichannel real-time dashboard is for channel-specific metrics, but the supervisor dashboard is more comprehensive. Option D is incorrect because Customer Service Insights is historical analytics.

Answer

Customer Service Insights dashboard

Answer

Power BI report embedded in Dynamics 365

Answer

Omnichannel real-time analytics dashboard

Question 5

A Dynamics 365 Customer Service administrator needs to ensure that when a case is escalated, a notification is sent to the manager of the assigned agent. What is the recommended approach?

Accepted Answer

Create a Power Automate flow triggered by case escalation. Option D is correct because Power Automate can be used to create a flow that triggers when a case is escalated and sends an email notification to the manager. Option A is wrong because SLA actions can send notifications but are limited to SLA timers, not case changes like escalation. Option B is wrong because the timeline is for tracking activities, not sending notifications. Option C is wrong because the escalation is a status change, and while custom workflow can be used, Power Automate is the modern recommended tool.

Answer

Use the timeline to manually notify

Answer

Configure an SLA action to send email

Answer

Create a custom workflow in classic workflow

Question 6

Refer to the exhibit. A case has a 24-hour resolution SLA using the 'Extended Hours' business hours. The case is created on Friday at 4:00 PM. What is the deadline for resolution?

Accepted Answer

Tuesday at 6:00 PM. Option D is correct because from Friday 4 PM, 24 business hours: Friday 4-6 PM (2 hours left), then Monday 8 AM-8 PM (12 hours), Tuesday 8 AM-8 PM (12 hours) = 26 hours, but we need 24: after Monday 8 AM-8 PM (12 hours) total 14, Tuesday 8 AM to 6 PM (10 hours) = 24 hours, so Tuesday 6 PM. Option A is wrong because it ignores business hours. Option B is wrong because it uses calendar days. Option C is wrong because it miscalculates.

Answer

Tuesday at 8:00 AM

Answer

Monday at 4:00 PM

Answer

Saturday at 4:00 PM

Question 7

Which TWO features of Dynamics 365 Customer Service help agents maintain context and reduce handle time? (Choose two.)

Accepted Answer

Agent Script with Macro. Agent Script with Macro and Copilot are both designed to improve agent efficiency by providing guided steps and AI-generated responses. Option A is wrong because the Timeline is for history, but it doesn't actively reduce handle time. Option C is wrong because the Queue is for routing. Option D is wrong because the Knowledge Base is a passive repository.

Answer

Queue

Answer

Knowledge Base

Answer

Timeline control

Question 8

A customer contacts support via chat with a billing issue. The agent needs to see the customer's previous interactions and open cases. Which part of the case form should the agent use?

Accepted Answer

Timeline. Option C is correct because the Timeline shows all related activities, notes, and previous cases. Option A is wrong because the Details tab shows case attributes. Option B is wrong because the Related tab shows linked records but not the chronological history. Option D is wrong because the Summary tab shows key information but not the full chronological history.

Answer

Related tab

Answer

Summary tab

Answer

Details tab

Question 9

An agent searches for 'password reset' in the knowledge base. Which of the following is most likely to be the top result based on the exhibit?

Accepted Answer

Password Reset Steps. Option A is correct. The article 'Password Reset Steps' has matching keywords and a high rating of 4.5, making it likely the top result. Options B, C, and D are less likely because they do not match the keywords as closely or have lower ratings.

Answer

Technical Support FAQ

Answer

Billing Inquiry Process

Answer

Account Creation Guide

Question 10

Which TWO are benefits of using Customer Service workspace?

Accepted Answer

Agents can work on multiple cases simultaneously using multiple sessions and tabs. Customer Service workspace provides a unified interface with multiple sessions and application tabs, and integrates knowledge articles for agent efficiency. It does not automate case creation from emails (that's Email-to-Case) and is not a self-service portal.

Answer

Provides a self-service portal for customers

Answer

Customers can create cases directly from the portal

Answer

Automatically creates cases from incoming emails

Question 11

An organization wants to ensure that critical support cases are escalated if not resolved within 4 hours. Which feature should be configured?

Accepted Answer

Service Level Agreements (SLA). SLA (Service Level Agreement) with escalation actions triggers after time. Option A is correct. Option B (Unified Routing) assigns work. Option C (Copilot) assists. Option D (Timeline) shows history.

Answer

Copilot

Answer

Timeline

Answer

Unified Routing

Question 12

Refer to the exhibit. An agent is set to Available with capacity 5 and skills Billing and Technical Support. If a billing case requires 2 capacity, how many more billing cases can the agent accept?

Accepted Answer

3. The agent has capacity 5, using 2 for the billing case leaves 3 capacity. Option A is correct. Option B (5) is initial capacity. Option C (4) is wrong. Option D (2) is wrong.

Answer

4

Answer

5

Answer

2

Question 13

Which TWO actions can be performed using Copilot for Service in Dynamics 365 Customer Service?

Accepted Answer

Draft an email reply to a customer. Options A and C are correct. Copilot for Service can summarize case history and draft emails. The other options are not typical Copilot capabilities.

Answer

Automatically update case status based on sentiment

Answer

Create a new SLA KPI instance

Answer

Run a Power BI report

Question 14

A customer service representative needs to see a 360-degree view of a customer including their cases, entitlements, and recent interactions. Which entity should be used as the primary record?

Accepted Answer

Contact. Option A is correct because the Contact record provides a comprehensive view of the customer's interactions, cases, and entitlements. Option B is wrong because the Account record is for organizations, but the question refers to an individual customer. Option C is wrong because the Case record is a specific issue, not a customer view. Option D is wrong because the Queue record is for grouping cases.

Answer

Account

Answer

Case

Answer

Queue

Question 15

Refer to the exhibit. A case with priority 'High' is created and the GoldSLA is applied. After 5 hours, the case has not been responded to. What will happen?

Accepted Answer

An email is sent to the case owner. Option A is correct because the ResponseTime for High priority is 4 hours. Since 5 hours have passed, the SLA has failed, and the failure action (send email to case owner) will execute. Option B is wrong because the failure action is triggered at 4 hours, not at the next term. Option C is wrong because the SLA is not paused; it continues. Option D is wrong because the SLA does not automatically escalate to next term; failure action fires.

Answer

The SLA is paused until the case is updated

Answer

The case is automatically escalated to the next tier

Answer

The system waits for the 8-hour term to fail