MB-910 Practice Test 1 — 25 Questions

Question 1

Match each Dynamics 365 concept to its description.

Accepted Answer

Business Process Flow: A tool that provides a visual guide for users to follow a defined process through stages and steps.. Correct matches: Business Process Flow defines visual guidance through stages; Workflow automates steps without intervention; Custom Entity stores organization-specific data; Power Automate creates automated workflows between apps. Common confusions arise between Business Process Flow and Workflow due to overlapping automation capabilities.

Answer

Business Process Flow: A set of automated steps that perform business processes without user intervention.

Answer

Workflow: A tool that provides a visual guide for users to follow a defined process through stages and steps.

Question 2

A dispatcher notices that when a technician changes their booking status to 'Traveling', the booking status automatically transitions to 'In Progress' without requiring a manual update. Which system behavior is being configured through the booking status metadata shown in the exhibit?

Accepted Answer

The status behavior defines the state group and triggers automatic state transitions.. Option A is correct because the booking status metadata in Dynamics 365 Field Service includes a 'Status Behavior' setting that defines the state group (e.g., 'In Progress') and can trigger automatic transitions when a technician updates their status to 'Traveling'. This is configured through the booking status record, where the 'Status Behavior' field determines whether the status belongs to a specific state (like 'In Progress') and whether it automatically transitions to another status upon certain actions, such as when the technician starts traveling.

Answer

The booking status description provides instructions for technicians.

Answer

The status color is used to highlight the booking on the schedule board.

Answer

The booking status ID maps the status to a specific work order type.

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). Option B is correct because 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.

Answer

Real-time data streaming

Answer

Power BI integration

Question 4

A Dynamics 365 Marketing user reports that a customer segment based on 'Contact City equals Seattle' returns 0 members, even though there are contacts with City='Seattle'. What is the most likely cause?

Accepted Answer

The segment has not been evaluated after the contacts were created.. Option A is correct because segments in Dynamics 365 Marketing are static snapshots. They must be manually refreshed or scheduled to evaluate new or updated records. Even though contacts with City='Seattle' exist, the segment was not re-evaluated after those contacts were created, so the result remains empty. Option B is incorrect because the condition explicitly uses 'Equals', not 'Contains'. Option C is incorrect because the contacts are in the same instance; the issue is timing of evaluation. Option D is incorrect because 'City' is a standard text field, not a lookup, and can be used in segment conditions.

Answer

The segment condition uses 'Contains' instead of 'Equals'.

Answer

The contacts are stored in a different Dynamics 365 instance.

Answer

The city field is a lookup to another entity and cannot be used in segments.

Question 5

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 6

Drag and drop the steps to set up a custom entity in Dynamics 365 into the correct order.

Accepted Answer

Create the entity, then add fields, then design forms and views, then publish.. Custom entity setup includes creating the entity, adding fields, designing forms/views, and publishing.

Answer

Add fields, then create the entity, then design forms and views, then publish.

Answer

Create the entity, then design forms and views, then add fields, then publish.

Answer

Create the entity, then add fields, then publish, then design forms and views.

Question 7

Refer to the exhibit. Resource RES-101 has a work schedule with time off from March 22 to March 24. Today is March 20 (Friday). A dispatcher tries to schedule a 2-hour work order on March 23 (Monday) at 10:00 AM. What will happen?

Accepted Answer

The work order cannot be scheduled because the resource is on time off.. The correct answer is C. The work order cannot be scheduled because the resource is on time off. Resource RES-101 has time off from March 22 to March 24, and March 23 falls within that period, making the resource unavailable. Option A is incorrect because the technician's agreement does not override scheduled time off. Option B is incorrect because although March 23 is a workday, the time-off exception takes precedence. Option D is incorrect because the system will not schedule the work order at all due to the time-off conflict; it will not create a schedule with a conflict flag.

Answer

The work order will be scheduled if the technician agrees.

Answer

The work order will be scheduled because March 23 is a workday.

Answer

The work order will be scheduled but the system will flag a conflict.

Question 8

A field service organization uses Dynamics 365 Field Service to dispatch technicians. A dispatcher notices that a high-priority work order has been assigned to a technician who is currently on leave. What should the administrator configure to prevent this scenario?

Accepted Answer

Set the technician's work hours to 'Unavailable' for the leave period.. Option D is correct because by setting the technician's work hours to 'Unavailable' for the leave period, the scheduling engine will respect that availability setting and not assign work orders to that technician. Option A is incorrect because removing the resource role would remove their skill categorization but does not prevent assignment based on availability. Option B is incorrect because changing the booking status to 'Scheduled' does not affect future assignments; it is a status tracking field. Option C is incorrect because 'Respect Resource Scheduling Parameters' set to 'No' would ignore scheduling parameters, but that is not a per-technician setting and would disable the desired behavior.

Answer

Remove the technician's resource role.

Answer

Change the booking status of the work order to 'Scheduled'.

Answer

Set the scheduling parameter 'Respect Resource Scheduling Parameters' to 'No'.

Question 9

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 10

A salesperson wants to use AI to get real-time suggestions for the next best action during a customer call. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Sales Copilot. Option C is correct because Sales Copilot provides AI-powered real-time suggestions for the next best action during customer calls. Option A (Email Engagement) is incorrect because it focuses on email tracking and analytics, not real-time suggestions. Option B (Conversation Intelligence) is incorrect because it analyzes call recordings and provides insights, but not real-time next-best-action suggestions. Option D (Relationship Analytics) is incorrect because it provides relationship health insights, not real-time suggestions during calls.

Answer

Email Engagement

Answer

Conversation Intelligence

Answer

Relationship Analytics

Question 11

A dispatcher notices that some work orders are not being scheduled even though technicians are available. Based on the exhibit, what is the most likely cause?

Accepted Answer

Overtime is not allowed. The correct answer is A: Overtime is not allowed. In the configuration, the setting 'allowOvertime: false' prevents scheduling any work order that would require a technician to work beyond the end time of 17:00. Since dispatchers are not allowed to schedule overtime, any work order that would extend past 17:00 remains unscheduled, even if technicians are available.

Answer

Skills consideration is enabled

Answer

Time window is too narrow

Answer

Optimization goal is set to minimize travel time

Question 12

Your Dynamics 365 Sales team uses Copilot to help draft emails. However, some users report that the suggested content is irrelevant. What should you check first?

Accepted Answer

Data quality and completeness of CRM records. Copilot suggestions in Dynamics 365 Sales rely on the quality and completeness of CRM data, such as customer interactions and preferences. Inaccurate or incomplete records can lead to irrelevant suggestions. Therefore, the first step should be to check data quality. Option A (licensing) affects feature availability, not relevance. Option C (privacy settings) may restrict data access but is less likely to cause irrelevance. Option D (user permissions) deals with access rights, not AI suggestion accuracy.

Answer

Copilot licensing

Answer

Organization's privacy settings

Answer

User permissions for sharing

Question 13

A company wants to use Dynamics 365 Customer Insights to create a unified customer profile. The data sources include a CRM system, a loyalty program database, and web analytics. What is the first step they should take?

Accepted Answer

Configure data sources and ingest data. In Dynamics 365 Customer Insights, the first step to creating a unified customer profile is to configure data sources and ingest data. Without data ingestion, there is no customer data to unify, segment, or analyze. This foundational step connects the CRM system, loyalty program database, and web analytics to the platform, enabling subsequent unification and segmentation.

Answer

Define unification rules

Answer

Set up connections to Power BI

Answer

Create a customer segment

Question 14

A company using Dynamics 365 Customer Insights notices that the unified customer profiles show duplicate records for some customers. They have already configured matching rules. What should they do to resolve the duplicate records that are not being merged?

Accepted Answer

Review and refine the matching rules, and use the merge conflicts resolution feature. When duplicate records remain after configuring matching rules, the correct approach is to review and refine those rules to improve matching accuracy, and use the merge conflicts resolution feature to handle cases where records are not merged automatically. This allows for manual intervention or adjustments to the matching criteria. The other options are excessive or ineffective: disabling unification loses progress, manually deleting in source systems doesn't address the root cause and may cause data loss, and re-ingesting all data is unnecessary and time-consuming.

Answer

Disable data unification and start over

Answer

Delete duplicate records manually in the source systems

Answer

Re-ingest all data from source systems

Question 15

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 16

A field service manager wants to see real-time location of all technicians on a map to optimize dispatch. Which Dynamics 365 Field Service feature should be used?

Accepted Answer

Schedule board.. The correct answer is B: Schedule board. The schedule board in Dynamics 365 Field Service provides a real-time map view of all technician locations, allowing dispatchers to optimize assignments. Option A is incorrect because Connected Field Service IoT alerts focus on device telemetry, not technician location. Option C is incorrect because work order templates standardize work order details but do not show location data. Option D is incorrect because the Field Service mobile app only shows the current technician's own location, not all technicians.

Answer

Connected Field Service IoT alerts.

Answer

Work order templates.

Answer

Field Service mobile app.

Question 17

A marketing team notices that a segment based on 'high-value customers' returns fewer records than expected. The segment criteria include 'Total Purchase Amount > $500' and 'Last Purchase Date within 90 days'. The data source is updated nightly. What is the most likely cause?

Accepted Answer

The segment was not refreshed after data update. The segment criteria are evaluated against the data at the time the segment is created or last refreshed. Since the data source updates nightly, the segment must be manually or automatically refreshed to incorporate the new data. If the segment was not refreshed after the nightly update, it would still reflect the older, smaller dataset, resulting in fewer records than expected.

Answer

The data source credentials are expired

Answer

The segment includes too many conditions

Answer

The customer profiles are not unified

Question 18

A work order requires a specific part that is currently out of stock in the warehouse. What should the scheduler do to ensure the part is available before assigning a technician?

Accepted Answer

Create a purchase order from the work order to procure the part. Option B is correct because Dynamics 365 Field Service allows schedulers to create a purchase order directly from a work order when a required part is out of stock. This ensures the part is procured and available before a technician is assigned, preventing delays and incomplete service calls.

Answer

Change the work order type to 'Service'

Answer

Run Resource Scheduling Optimization

Answer

Close the work order and reopen it later

Question 19

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

Accepted Answer

Summarize a case conversation for a handoff.. Option A is correct because Copilot in Dynamics 365 Customer Service can summarize a case conversation, including key details and resolution steps, to provide a concise handoff summary for another agent or supervisor. This leverages generative AI to extract relevant information from the conversation history, reducing manual effort and ensuring continuity during case transfers.

Answer

Create a new knowledge article from scratch.

Answer

Update the routing rule for high-priority cases.

Answer

Generate a real-time dashboard of case metrics.

Question 20

Refer to the exhibit. A company has configured a business unit and two teams. A record is owned by a user who is not a member of either team. The record is shared with the Sales Team. Which users will have access to the record?

Accepted Answer

The record owner and user1, user2.. Option C is correct because the record owner always has access to records they own, and the Sales Team has been explicitly granted shared access to the record. Since user1 and user2 are members of the Sales Team, they inherit the shared access. User3 is not a member of the Sales Team and has no other access mechanism, so they cannot see the record.

Answer

All users: owner, user1, user2, user3.

Answer

Only user1 and user2.

Answer

Only the record owner.