MB-910 Practice Test 23 — 15 Questions

Question 1

A Dynamics 365 administrator configures the above field definition. What is the most likely effect?

Accepted Answer

The field enforces a phone number format. The format is set to 'phone', which enforces a phone number input mask. Option A is wrong because the format is not 'email'. Option B is wrong because minLength and maxLength are set. Option C is wrong because the format is phone, not URL.

Answer

The field only accepts email addresses

Answer

The field accepts a URL

Answer

The field accepts any text up to 50 characters

Question 2

A company uses Dynamics 365 Field Service. Dispatchers need to optimize technician schedules based on location and skills. Which feature should they use?

Accepted Answer

Schedule Board. The Schedule Board allows dispatchers to manually or automatically optimize schedules using Resource Scheduling Optimization. Option A is wrong because Connected Field Service is for IoT integration, not scheduling. Option B is wrong because Remote Assist is for mixed reality scenarios. Option C is wrong because Customer Assets is for asset management.

Answer

Connected Field Service

Answer

Remote Assist

Answer

Customer Assets

Question 3

A marketing manager wants to create a customer journey that sends a welcome email, then waits 3 days, then sends a discount offer. Which Dynamics 365 tool should they use?

Accepted Answer

Customer Journeys in Dynamics 365 Marketing. Customer Journeys in Dynamics 365 Marketing allow creating multi-step automated campaigns like sending a welcome email, waiting, then sending a discount offer. Option A is wrong because Copilot for Sales is an AI assistant, not a journey builder. Option B is wrong because Sales Insights focuses on sales analytics and AI recommendations. Option C is wrong because Customer Insights is a customer data platform, not a marketing journey tool.

Answer

Copilot for Sales

Answer

Sales Insights

Answer

Customer Insights

Question 4

A Dynamics 365 administrator runs this KQL query in Customer Service analytics. What insight does the query provide?

Accepted Answer

Number of cases created after a date, grouped by product. The query counts cases created after a specified date (e.g., January 1, 2024) and groups them by product. Option B is incorrect because the query does not filter by severity. Option C is incorrect because it does not calculate average resolution time. Option D is incorrect because it does not group by agent.

Answer

Number of high-severity cases by product

Answer

Average resolution time per product

Answer

Number of cases assigned to each agent

Question 5

A company has multiple business units that each use a separate CRM system. They want to use Customer Insights to create a single view of customers across these systems. Which feature should they use?

Accepted Answer

Data unification. Data unification is the correct feature because it is specifically designed to merge customer records from multiple data sources (such as separate CRM systems) into a single, unified customer profile. This process uses matching rules and deduplication to resolve identities across disparate systems, enabling a 360-degree view of each customer.

Answer

Measures

Answer

Data sources

Answer

Segments

Question 6

Which TWO are best practices when configuring match rules in Dynamics 55 Customer Insights?

Accepted Answer

Combine exact and fuzzy matching for better coverage. Combining exact and fuzzy matching in Dynamics 365 Customer Insights allows the system to identify both identical records (exact match) and near-duplicates with minor variations like typos or abbreviations (fuzzy match), improving deduplication coverage without sacrificing precision. This hybrid approach is a best practice to balance accuracy and recall when configuring match rules.

Answer

Use only exact matching to ensure no false positives

Answer

Create as many match rules as possible to capture all duplicates

Answer

Disable deduplication for high-volume data sources

Question 7

A company uses Dynamics 365 Sales to manage its sales pipeline. The sales manager notices that several opportunities are stuck in the 'Proposal' stage for longer than expected. The manager wants to automatically notify the opportunity owner when an opportunity has been in the 'Proposal' stage for more than 10 days. What is the most efficient way to achieve this?

Accepted Answer

Create a workflow that triggers when stage duration exceeds 10 days.. Dynamics 365 Sales includes classic workflows that can be configured to trigger when a stage duration exceeds a specified threshold. This approach is native to the platform, requires no external licensing, and runs server-side without user intervention, making it the most efficient solution for automatically notifying the opportunity owner.

Answer

Use a Power Automate flow to monitor stage duration.

Answer

Create an SLA (Service Level Agreement) for the 'Proposal' stage.

Answer

Configure the Relationship Assistant to show a reminder.

Question 8

Drag and drop the steps to create a knowledge article in Dynamics 365 Customer Service into the correct order.

Accepted Answer

Create a new knowledge article draft, then categorize the article, then submit the article for approval, then publish the article after approval.. Knowledge article creation includes drafting, categorizing, and publishing after approval.

Answer

Categorize the article, then create a new knowledge article draft, then submit for approval, then publish.

Answer

Create a new knowledge article draft, then submit for approval, then categorize the article, then publish.

Answer

Submit for approval, then create a new knowledge article draft, then categorize, then publish.

Question 9

An administrator is configuring a data source in Dynamics 365 Customer Insights using the provided JSON. What is the purpose of this configuration?

Accepted Answer

To ingest data from Dynamics 365. The JSON configuration defines a data source connection to Dynamics 365, specifying the entity and field mappings required to ingest data into Customer Insights. This is the foundational step for bringing customer data into the system for unification, enrichment, and analysis.

Answer

To run a prediction model

Answer

To create a customer segment

Answer

To calculate a measure

Question 10

A company is implementing Dynamics 365 Sales and wants to use Copilot to help sales representatives draft email responses. What is the prerequisite for enabling Copilot?

Accepted Answer

The organization must have a Dynamics 365 Sales Premium license.. Copilot in Dynamics 365 Sales requires a Dynamics 365 Sales Premium license because the AI-powered features, including email draft generation, are part of the premium tier. The Sales Premium license includes the necessary AI capabilities and data governance policies that Copilot relies on to generate contextually relevant email responses from CRM data.

Answer

The organization must have a Power Automate license.

Answer

The organization must purchase a Copilot add-in.

Answer

Each user must be assigned a Copilot license individually.

Question 11

Drag and drop the steps to configure a business process flow in Dynamics 365 into the correct order.

Accepted Answer

Create a new business process flow, then add stages, then add steps to stages, then activate the process.. Configuring a business process flow requires creating a new process, defining stages and steps, and activating it.

Answer

Create a new business process flow, then add steps to stages, then add stages, then activate the process.

Answer

Define stages, then create a new business process flow, then add steps to stages, then activate the process.

Answer

Create a new business process flow, then activate it, then add stages, then add steps to stages.

Question 12

Your organization uses Dynamics 365 Sales and wants to use AI to score leads based on their likelihood to convert. The sales team reports that many high-scored leads are not contacting them. How should you adjust the lead scoring model?

Accepted Answer

Add attributes such as email open rates and website visits. Adding behavioral attributes like email open rates and website visits provides richer engagement signals to the AI model, which can better predict conversion intent. In Dynamics 365 Sales, the predictive lead scoring model uses machine learning to analyze historical lead data, and incorporating these interaction-based attributes helps the model distinguish between leads that are merely high-scored due to demographic or firmographic data and those showing active interest. This adjustment directly addresses the issue of high-scored leads not contacting the sales team by aligning the score with actual engagement.

Answer

Manually override scores for leads that seem promising

Answer

Reduce the number of leads fed into the model

Answer

Increase the weight of lead source from administrative events

Question 13

A user is configuring a personal view in Dynamics 365 to show only records they own. After saving, the view does not appear in the view selector. What should the user do?

Accepted Answer

Use the 'Save As' option to save the view as a personal view, then publish it.. In Dynamics 365, personal views created using the 'Save' option are saved privately but are not automatically published to appear in the view selector. The user must use the 'Save As' option to explicitly save the view as a personal view, and then publish it to make it visible in the view selector for selection.

Answer

Save the view again with a different name.

Answer

Modify an existing system view instead.

Answer

Ask an administrator to assign the System Customizer role.

Question 14

A sales manager wants to use Copilot in Dynamics 365 Sales to quickly summarize a long email thread from a customer. The manager finds that Copilot is not generating any summaries. What is the most likely cause?

Accepted Answer

The manager does not have a license that includes Copilot capabilities, such as Dynamics 365 Sales Premium.. Copilot in Dynamics 365 Sales requires a license that includes Copilot capabilities, such as Dynamics 365 Sales Premium or a standalone Copilot for Sales license. Without this license, the Copilot features are not available, so the manager cannot generate summaries. The Sales Professional license does not include Copilot for Sales, which is why the feature is not working.

Answer

The manager's license is Dynamics 365 Sales Professional.

Answer

The browser's pop-up blocker is preventing Copilot from loading.

Answer

The email thread is marked as private in Outlook.

Question 15

Which THREE of the following are key features of Dynamics 365 Sales Insights?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring is a key feature of Dynamics 365 Sales Insights because it uses machine learning models to analyze historical lead data and assign a score indicating the likelihood of conversion. This helps sales teams prioritize leads with the highest potential, directly improving efficiency and close rates.

Answer

Sequences

Answer

Product Catalog