MB-910 Practice Test 25 — 15 Questions

Question 1

A company wants to provide customer service agents with a 360-degree view of customers, including purchase history and support interactions. Which Dynamics 365 application can consume Customer Insights unified profiles?

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

Accepted Answer

Dynamics 365 Customer Service. Dynamics 365 Customer Service can consume Customer Insights unified profiles to provide agents with a 360-degree view of customers, including purchase history and support interactions. This integration enriches the service experience by surfacing unified customer data directly within the agent interface, enabling personalized and context-aware support.

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Dynamics 365 Human Resources

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Dynamics 365 Finance

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Dynamics 365 Project Operations

Question 2

A company is implementing Dynamics 365 Customer Service and wants to ensure agents can view the customer's past interactions across email, chat, and phone. Which THREE features should they enable?

Accepted Answer

Timeline. To view past interactions across channels, enable Timeline (shows all activities), Omnichannel for Customer Service (unifies channels), and Customer Service Insights (provides historical analytics). Copilot is not required for viewing past interactions.

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Copilot for Service

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Service Scheduling

Question 3

Which THREE of the following are prerequisites for using Customer Insights predictive models?

Accepted Answer

Data types that match the model requirements (e.g., numeric, categorical). Customer Insights predictive models require that the data types in your dataset match the model's expected schema—for example, numeric fields for regression or categorical fields for classification. If the data types are mismatched (e.g., a string where a number is expected), the model will fail to train or produce inaccurate predictions. This prerequisite ensures the underlying machine learning algorithms can process the data correctly.

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Real-time data streaming

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Power BI integration

Question 4

A sales manager wants to track the progress of deals through the sales pipeline. Which TWO actions can be performed using the opportunity entity in Dynamics 365 Sales?

Accepted Answer

Define the stages of the sales process and track which stage each deal is in. The opportunity entity in Dynamics 365 Sales is designed to track potential sales deals through a defined sales pipeline. It includes fields for the estimated close date and revenue, which are essential for forecasting. Additionally, the entity supports business process flows that allow you to define stages and track which stage each deal is in, enabling the sales manager to monitor progress.

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Send bulk email campaigns to all contacts associated with an opportunity

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Create quotes directly from an opportunity without any manual data entry

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Automatically generate invoices for closed won opportunities

Question 5

A sales rep needs to quickly identify which opportunities are most likely to close this quarter. The organization uses Dynamics 365 Sales with AI features. Which tool provides a prioritized list of opportunities based on predicted close probability?

Accepted Answer

Predictive opportunity scoring. Predictive opportunity scoring (Option C) is the correct tool because it uses machine learning models to analyze historical data and assign a probability score to each opportunity, enabling sales reps to see a prioritized list of opportunities most likely to close this quarter. This feature is part of Dynamics 365 Sales Insights and directly addresses the need for AI-driven prioritization based on predicted close probability.

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Relationship analytics

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Sales insights

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Copilot in Dynamics 365 Sales

Question 6

Which TWO actions can you perform using Customer Insights measures? (Choose two.)

Accepted Answer

Track monthly revenue trends. Measures in Customer Insights are used for calculations and aggregations, such as tracking revenue trends (A) and calculating average order value per customer (E). Creating segments (B), unifying customer records (C), and enriching profiles with demographic data (D) are separate features, not measures.

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Create a segment of high-value customers

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Unify customer records from multiple sources

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Enrich customer profiles with demographic data

Question 7

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 portal is a low-code platform for creating external-facing websites that can include self-service capabilities such as case status tracking. Option A, Customer Service Hub, is an agent-focused workspace and does not provide a customer-facing portal. Option B, Omnichannel for Customer Service, is for live interactions. Option D, Copilot for Service, provides AI assistance to agents, not self-service.

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Customer Service Hub self-service portal

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Omnichannel for Customer Service

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Copilot for Service

Question 8

An organization wants to ensure that customers with a premium support entitlement have their cases prioritized over standard customers. What should be configured?

Accepted Answer

Create entitlements and use them in routing rules. Entitlements define the level of support a customer is entitled to and can be used in routing rules to prioritize cases. Option A is wrong because the timeline is for recording activities, not for flagging cases as premium. Option C is wrong because an SLA defines response and resolution times but does not prioritize cases in routing. Option D is wrong because creating separate queues alone does not automatically prioritize cases; routing rules with entitlements are needed to assign cases based on entitlement level.

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Use the timeline to flag premium cases

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Define an SLA with different terms for premium customers

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Create separate queues for each tier

Question 9

Your Dynamics 365 Sales administrator wants to use Copilot to generate a summary of a lead's interaction history. Which prerequisite must be met?

Accepted Answer

The user must have read permissions on the lead and related activities. The prerequisite for Copilot to generate a summary of a lead's interaction history is that the user must have read permissions on the lead and related activities. This ensures that Copilot can access the necessary data in Dataverse. Option A is incorrect because Copilot does not require a minimum number of email interactions; it works with existing data. Option B is incorrect because the organization does not need Microsoft 365 Copilot; this is about Dynamics 365 Sales Copilot. Option D is incorrect because AI Builder is not a prerequisite; Copilot uses prebuilt AI capabilities within Dynamics 365.

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The lead must have at least 10 email interactions

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The organization must be using Microsoft 365 Copilot

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An AI Builder model must be published

Question 10

Your company uses Dynamics 365 Sales and wants to ensure that sales reps follow a consistent process when handling leads. The process includes mandatory fields at each stage. What should you use?

Accepted Answer

Business process flow. Business process flows can enforce mandatory fields and guide users through stages. Option B is wrong because workflow automations are for background processes, not interactive guidance. Option C is wrong because service-level agreements (SLAs) track time, not process steps. Option D is wrong because business rules define field behaviors but not stage progression.

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Workflow

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Service-level agreement (SLA)

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Business rule

Question 11

Which TWO of the following are capabilities of Dynamics 365 Sales Copilot?

Accepted Answer

Recommend email responses. Options C and E are correct. Dynamics 365 Sales Copilot can recommend email responses (C) based on customer context and summarize customer interactions (E) from CRM data. Option A is incorrect because Copilot does not enforce mandatory field entry; that is handled by business rules or customizations. Option B is incorrect because Copilot does not automatically create workflows; workflows are created manually or via Power Automate. Option D is incorrect because Copilot does not create custom dashboards; dashboards are created in the customization area.

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Enforce mandatory field entry

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Automatically create workflows

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Create custom dashboards

Question 12

A sales organization wants to enforce a consistent sales process where opportunities must progress through specific stages with mandatory fields at each stage. The manager also wants to automatically update the probability percentage when the stage changes. Which feature should be configured?

Accepted Answer

Business Process Flows. Business Process Flows (BPF) are designed to enforce a consistent sales process by guiding users through specific stages and requiring mandatory fields at each stage. They also automatically update the probability percentage when the stage changes, based on the stage's default probability value configured in the BPF. This ensures data integrity and process adherence without custom development.

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Business Rules

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Custom Connectors

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Workflows

Question 13

An organization wants to provide a self-service portal where customers can search knowledge articles, submit cases, and track resolution. Which Dynamics 365 Customer Service component should be used?

Accepted Answer

Power Pages. Power Pages (formerly known as Power Apps portals) is the Dynamics 365 Customer Service component used to build self-service portals where customers can search knowledge articles, submit cases, and track resolution. Option D (Customer Service Hub) is the main agent workspace in Dynamics 365 Customer Service, but it is not a self-service portal. Option A (Customer Insights) is for customer analytics, and Option B (Omnichannel for Customer Service) is for live communication channels like chat and SMS.

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Customer Insights

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Omnichannel for Customer Service

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Customer Service Hub

Question 14

A technician needs to record time spent on a work order and the parts used. Which Dynamics 365 Field Service mobile capability should they use?

Accepted Answer

Field Service Mobile App. The Field Service Mobile App is the correct capability because it is specifically designed for technicians in the field to perform tasks such as recording time spent on a work order and logging parts used. It provides offline-first functionality, allowing technicians to capture time entries and inventory consumption directly against a work order, which then syncs back to Dynamics 365 Field Service when connectivity is restored.

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Schedule Board

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Power BI

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Customer Portal

Question 15

A retail company wants to use Dynamics 365 Customer Insights to create a unified customer profile from data stored in their CRM, e-commerce platform, and loyalty program. The data includes customer names, email addresses, purchase history, and loyalty points. The company discovers that some customers appear multiple times with slight variations in their email addresses (e.g., 'john.doe@contoso.com' vs 'johndoe@contoso.com'). What should the company configure in Customer Insights to resolve this issue?

Accepted Answer

Create a matching rule with fuzzy matching on the email field.. Fuzzy matching in Dynamics 365 Customer Insights allows the data unification process to identify and merge records that have slight variations in email addresses, such as missing dots or other minor differences. This is achieved by configuring a matching rule that uses fuzzy logic to compare email fields, enabling the system to recognize 'john.doe@contoso.com' and 'johndoe@contoso.com' as the same customer and create a unified profile.

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Use an enrichment to standardize email addresses.

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Define a relationship between the customer entity and the email field.

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Run the data unification process, which automatically handles duplicates.