MB-910 Practice Test 24 — 15 Questions

Question 1

A marketer creates a segment in Dynamics 365 Customer Insights using the JSON shown. What will this segment contain?

Accepted Answer

Customers who have spent more than $10,000. The JSON segment definition includes a condition that filters customers based on 'totalSpend' being greater than 10000. In Dynamics 365 Customer Insights, segments are built using attribute-based rules, and this JSON explicitly defines a numeric comparison on the 'totalSpend' field, which directly corresponds to customers who have spent more than $10,000.

Answer

Customers with low spending

Answer

Customers likely to churn

Answer

New customers acquired this month

Question 2

A Dynamics 365 Customer Service administrator needs to ensure that when a customer emails the support address, a case is automatically created and the email is attached. What configuration is required?

Accepted Answer

Set up an Email-to-Case mailbox record. An Email-to-Case mailbox record with incoming email processing enabled creates cases from emails. Option A is wrong because a queue alone does not create cases. Option B is wrong because a workflow could be used but the standard method is Email-to-Case. Option D is wrong because a server-side synchronization profile synchronizes emails but does not create cases automatically unless Email-to-Case is configured.

Answer

Configure a queue for the support email

Answer

Create a workflow that creates a case when an email arrives

Answer

Configure server-side synchronization

Question 3

A sales manager wants to view the history of all communications and activities related to a specific opportunity. Which entity should they use to track this information?

Accepted Answer

Timeline. The Timeline entity in Dynamics 365 Sales automatically aggregates all communications and activities—such as emails, notes, appointments, and phone calls—into a single chronological view for a specific record like an opportunity. This provides the sales manager with a unified history without needing to query separate entities. The Timeline is the correct entity because it is designed specifically to display the full activity history for a record.

Answer

Notes entity

Answer

Activity entity

Answer

Email entity

Question 4

A case is created for a Surface Pro with priority 'Normal'. According to the routing rule exhibit, where will the case be routed?

Accepted Answer

The case will remain in the default queue or unassigned. The routing rule requires both conditions (product = Surface Pro AND priority = High) to be met. Since the priority is 'Normal', the case does not match the rule and will be routed based on default routing or remain unassigned. Option A is incorrect because the rule requires priority High. Option B is incorrect because no other queue is specified in the exhibit. Option C is incorrect because the case will not be deleted.

Answer

The case will be deleted

Answer

Another queue based on default routing

Answer

Surface Support Team Queue

Question 5

You are a Dynamics 365 Customer Service administrator at Contoso Ltd. The company has a global customer base and operates in multiple time zones. They want to implement a unified customer service solution that supports email, chat, and social media channels. Agents must be able to see a single view of all customer interactions regardless of channel. Additionally, the company wants to automate the categorization of incoming cases based on keywords in the subject line. They also need to ensure that high-priority customers (Gold tier) receive a guaranteed first response within 1 hour during business hours. The solution must minimize custom development.

You need to design the solution. What should you do?

Accepted Answer

Use Customer Service hub with Omnichannel for Customer Service, configure email-to-case automation, create routing rules for case categorization, and set up SLA policies for Gold tier.. Customer Service hub with Omnichannel for Customer Service provides a unified agent experience across email, chat, and social media. Email-to-case automation can be configured to create cases automatically, routing rules can use keywords in the subject line to categorize incoming cases, and SLA policies can be set to ensure Gold tier customers receive a first response within 1 hour during business hours. This minimizes custom development. Option A is wrong because Dynamics 365 Copilot is not a full solution for the requirements; it is an AI assistant and does not replace omnichannel routing or SLA management. Option B is wrong because Customer Service Insights is an analytics tool, not a case management or routing solution; manual assignment does not meet automation needs. Option C is wrong because while Power Automate can be used, it involves custom development, and the requirement is to minimize custom development; the out-of-box capabilities of Omnichannel and routing rules suffice.

Answer

Deploy Dynamics 365 Copilot for all agent interactions and use manual processes for SLA.

Answer

Use Customer Service Insights to analyze trends, and manually assign cases to agents.

Answer

Build custom Power Automate flows for case categorization and use Power BI for analytics.

Question 6

Which TWO entities in Dynamics 365 Sales are directly related to the sales pipeline?

Accepted Answer

Lead. Lead and Opportunity are the two entities in Dynamics 365 Sales that directly represent stages in the sales pipeline. A Lead captures a potential customer's initial interest, while an Opportunity tracks a qualified deal through stages like proposal, negotiation, and closure. Both are core to pipeline management and forecasting.

Answer

Competitor

Answer

Invoice

Answer

Quote

Question 7

Drag and drop the steps to configure a marketing email in Dynamics 365 Marketing into the correct order.

Accepted Answer

1. Design, 2. Personalize, 3. Test, 4. Schedule. Creating a marketing email involves designing, personalizing, testing, and scheduling.

Answer

1. Design, 2. Test, 3. Personalize, 4. Schedule

Answer

1. Personalize, 2. Design, 3. Test, 4. Schedule

Answer

1. Design, 2. Schedule, 3. Personalize, 4. Test

Question 8

A field service manager wants to see the real-time location of all technicians on a map. Which feature should they use?

Accepted Answer

Schedule Board (Map view). The Schedule Board includes a Map view that displays the real-time location of all technicians. Option A is incorrect: Resource Scheduling Optimization is used to optimize schedules based on constraints, not to view locations. Option C is incorrect: The Connected Field Service dashboard focuses on IoT alerts and asset monitoring, not technician locations. Option D is incorrect: The Field Service Mobile app shows only the current technician's location, not all technicians.

Answer

Resource Scheduling Optimization

Answer

Connected Field Service dashboard

Answer

Field Service Mobile app

Question 9

Refer to the exhibit. A dispatcher sees that two work orders remain unscheduled after optimization. What should the dispatcher do to resolve the issue for WO-00346?

Accepted Answer

Add the 'Electrical Certification' skill to an existing resource.. The optimization engine could not schedule WO-00346 due to a missing required skill on available resources. Adding the 'Electrical Certification' skill to an existing resource fills the gap, enabling the engine to assign the work order. This directly addresses the root cause of the scheduling failure.

Answer

Change the service territory to a nearby area.

Answer

Change the work order type to a different category.

Answer

Create a new resource record with the required skill.

Question 10

A customer service supervisor wants to monitor real-time performance of agents handling chat conversations. Which dashboard in Dynamics 365 Customer Service provides this information?

Accepted Answer

Omnichannel real-time analytics dashboard. The Omnichannel real-time analytics dashboard in Dynamics 365 Customer Service provides real-time monitoring of agent performance metrics, such as active chats, wait times, and agent availability. Option B is incorrect because Customer Service Insights historical dashboard is for historical analysis, not real-time. Option C is incorrect because Power BI custom reports require additional setup and are not specifically designed for real-time agent monitoring in the Omnichannel context. Option D is incorrect because Customer Service workspace is the agent interface, not a dashboard for supervisor monitoring.

Answer

Customer Service Insights historical dashboard

Answer

Power BI custom report

Answer

Customer Service workspace

Question 11

Refer to the exhibit. A marketing user creates an email marketing configuration targeting accounts with revenue >= $1M and active status (statecode 0). The email fails to send, and the error indicates that the segment returned zero members. Which is the most likely reason?

Accepted Answer

The segment is based on the account entity, but email marketing requires contacts or leads.. Email marketing segments in Dynamics 365 Marketing must be based on contacts or leads, not accounts directly. Option B is incorrect because statecode 0 means active, not inactive. Option C is unlikely as the error indicates the segment returned zero members, not a template issue. Option D is incorrect because revenue is typically stored as a currency/decimal type, so the comparison should work.

Answer

The statecode value 0 indicates inactive accounts.

Answer

The email template is missing a required dynamic field.

Answer

The revenue value is stored as a string, causing the comparison to fail.

Question 12

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

Accepted Answer

Data source refresh settings. Data source refresh settings are the most common cause of refresh issues. Verifying the data source refresh settings is the first step in troubleshooting because if the refresh schedule is not configured correctly or the data source connection is broken, the data will not refresh. Option A is correct as it directly addresses the refresh schedule.

Answer

Unification rules

Answer

Enrichment providers

Answer

Segment definitions

Question 13

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?

Accepted Answer

Ingest data from their existing sources and configure match rules. The recommended first step is to ingest data from existing sources and configure match rules (Option D). This foundational step unifies customer profiles by matching and merging records from different sources, enabling further analysis. Options A, B, and C are premature: building segments (A) and creating measures (B) require unified profiles first, while enriching profiles with third-party data (C) is optional and best done after unification.

Answer

Build segments based on customer location

Answer

Create measures to calculate key performance indicators

Answer

Enrich profiles with demographic data from a third-party provider

Question 14

A support agent needs to temporarily escalate a case to a senior engineer without reassigning ownership. The senior engineer should be able to view and collaborate on the case. What should the agent do?

Accepted Answer

Add the senior engineer as a case participant. Adding the senior engineer as a case participant in Dynamics 365 Customer Service allows them to view and collaborate on the case without transferring ownership. This maintains the original agent as the owner while granting the senior engineer access to contribute, which is the exact requirement for temporary escalation without reassignment.

Answer

Route the case to a queue the senior engineer monitors

Answer

Reassign the case to the senior engineer

Answer

Create a child case and link it

Question 15

A company wants to use Customer Insights to enrich customer profiles with external demographic data. Which feature should they use to bring in this external data?

Accepted Answer

Data sources. To enrich customer profiles with external demographic data in Dynamics 365 Customer Insights, you use the 'Data sources' feature. This allows you to connect to and ingest data from external systems, such as third-party demographic providers, by configuring a new data source (e.g., via Power Query connectors). The ingested data is then unified into the customer profile, enabling enrichment without needing custom code.

Answer

Relationships

Answer

Measures

Answer

Predictions