MB-910 Practice Test 2 — 25 Questions

Question 1

Refer to the exhibit. A Customer Insights administrator creates a segment for high-value customers. Which customers will be included in this segment?

Accepted Answer

Customers with a CLV greater than 1000. The segment is defined as 'high-value customers,' and the rule shown in the exhibit filters for customers where Customer Lifetime Value (CLV) is greater than 1000. In Dynamics 365 Customer Insights, segments are built using conditions that evaluate numeric attributes, and the 'greater than' operator includes only records where the value exceeds the specified threshold.

Answer

All customers

Answer

Customers with a CLV of exactly 1000

Answer

Customers with a CLV less than 1000

Question 2

Your organization uses Dynamics 365 Sales and wants to assign leads automatically based on product interest and geographic region. Which feature should you use?

Accepted Answer

Routing rules. Routing rules in Dynamics 365 Sales automatically assign leads to the appropriate salesperson or queue based on predefined criteria such as product interest and geographic region. Unlike assignment rules, routing rules evaluate lead attributes against conditions and route the lead to the correct owner or queue without manual intervention, making them the correct choice for this scenario.

Answer

Assignment rules

Answer

Queues

Answer

Business process flows

Question 3

Which TWO of the following are key capabilities of Dynamics 365 Field Service?

Accepted Answer

Work order management.. Options A and C are correct. Work order management and scheduling/dispatch are core capabilities of Dynamics 365 Field Service. Option B is incorrect because marketing automation belongs to Dynamics 365 Marketing, not Field Service. Option D is incorrect because inventory management is a supporting feature, not a primary capability. Option E is incorrect because finance management belongs to Dynamics 365 Finance.

Answer

Marketing automation.

Answer

Inventory management.

Answer

Finance management.

Question 4

A customer administrator configures the unification shown. After running unification, they notice that some records from the Web_Submissions source have empty email fields. What will happen to those records?

Accepted Answer

They will remain as unmatched profiles. In Dynamics 365 Customer Insights, when a unification rule is configured and a record from a source (e.g., Web_Submissions) has an empty email field, that record cannot be matched to any existing customer profile based on the email attribute. Instead of causing an error or being deleted, the record is retained as an unmatched profile. Unmatched profiles are stored separately and can be reviewed, merged, or acted upon later, ensuring no data loss occurs during the unification process.

Answer

They will cause an error and stop unification

Answer

They will match to CRM contacts with empty email

Answer

They will be deleted from the data source

Question 5

You are a Dynamics 365 consultant for a multinational retail company. The company has recently deployed Dynamics 365 Customer Insights to unify customer data from point-of-sale (POS) systems, an e-commerce platform, and a loyalty program. The data ingestion pipeline is working, and unified customer profiles are being created. However, the marketing team reports that segments built using the 'LastPurchaseDate' attribute are not returning accurate results. Specifically, a segment defined as 'Customers who purchased in the last 30 days' includes customers whose last purchase was over 60 days ago, and excludes some customers who purchased yesterday. The data source for purchase transactions is updated daily via an incremental refresh. The 'LastPurchaseDate' field is computed from the transaction entity. Upon investigation, you notice that the unified profile entity shows a 'LastPurchaseDate' that is older than the most recent transaction for some customers. What is the most likely cause of this issue, and what should you do to fix it?

Accepted Answer

The unification process has not been re-run after the latest data refresh; schedule the unification to run after each data refresh.. In Dynamics 365 Customer Insights, the unification process is a separate step that merges and deduplicates data from multiple sources into unified customer profiles. Even if the data source is refreshed incrementally, the unified profile entity will not reflect the latest transaction data until the unification process is re-run. Since the segment uses the 'LastPurchaseDate' from the unified profile, it will show stale data until unification is executed after each refresh.

Answer

The matching rules are incorrectly configured, causing the system to use an older transaction; update the matching rules.

Answer

The transaction data is in a different data source that is not linked to the profile; create a new data source and link it.

Answer

The incremental refresh is not configured correctly; reconfigure the data source to use full refresh instead.

Question 6

A company wants to automatically prioritize cases based on customer tier and issue severity. Which feature should they configure in Dynamics 365 Customer Service?

Accepted Answer

Routing rules. (Routing rules) is correct because routing rules can be configured to automatically prioritize cases based on criteria such as customer tier and issue severity. Option A (SLA) is incorrect because SLAs define response and resolution time commitments, not prioritization logic. Option B (Entitlements) is incorrect because entitlements specify the support coverage (e.g., number of incidents or hours) for a customer, not how to prioritize cases. Option D (Dynamics 365 Copilot) is incorrect because Copilot is an AI-powered assistant that helps with tasks like drafting responses, not for case prioritization.

Answer

Service Level Agreement (SLA)

Answer

Entitlements

Answer

Dynamics 365 Copilot

Question 7

Which TWO activities are part of the data unification process in Dynamics 365 Customer Insights?

Accepted Answer

Configuring match rules to identify duplicates. Configuring match rules is a core step in the data unification process in Dynamics 365 Customer Insights. Match rules define the conditions (e.g., fuzzy matching on email or phone) used to identify duplicate customer records across source systems, enabling deduplication and merging into a single unified profile. This is distinct from segmentation or enrichment, which occur after unification.

Answer

Creating segments based on customer attributes

Answer

Defining measures for customer metrics

Answer

Enriching profiles with external data

Question 8

A company using Dynamics 365 Field Service has technicians who often arrive at jobs without the correct parts, causing delays. They want to ensure technicians have the necessary inventory before arriving. What is the best approach?

Accepted Answer

Configure inventory journals and pick lists on work orders. Configuring inventory journals and pick lists on work orders allows the system to reserve and prepare the required parts before the technician arrives. Option B is incorrect because Dynamics 365 Copilot can suggest parts but does not manage inventory availability or reservation. Option C is incorrect because barcode scanning helps track parts usage but does not pre-stage inventory. Option D is incorrect because the schedule board is used for scheduling and dispatch, not for inventory management.

Answer

Use Dynamics 365 Copilot to suggest parts

Answer

Implement barcode scanning on mobile devices

Answer

Display inventory levels on the schedule board

Question 9

Which TWO data types are used by Dynamics 365 Sales to calculate a predictive score for an opportunity? (Choose two.)

Accepted Answer

Real-time activity data. Dynamics 365 Sales uses real-time activity data (e.g., emails, meetings, and calls logged against the opportunity) to capture current engagement signals, which are critical for calculating a predictive score. Historical opportunity data (e.g., win/loss rates, deal size, and duration) provides the baseline patterns that the machine learning model learns from to forecast the likelihood of closing a deal.

Answer

Product catalog details

Answer

Social media sentiment

Answer

Competitor price lists

Question 10

In Dynamics 365 Customer Service, what is the primary purpose of an 'Entitlement'?

Accepted Answer

To define the support terms for a customer. An Entitlement in Dynamics 365 Customer Service defines the specific support terms and conditions agreed upon with a customer, such as the number of support hours, severity levels, or total cases allowed. This ensures that service agents can validate and enforce the service-level agreement (SLA) during case resolution, making it the primary mechanism for managing customer support contracts.

Answer

To collect customer feedback

Answer

To route cases to the appropriate agent

Answer

To provide self-service knowledge

Question 11

A company is planning to use Dynamics 365 Customer Insights to enrich customer profiles with external demographic data. Which TWO of the following are valid methods to bring in external data? (Choose two.)

Accepted Answer

Use an OData connector to pull data from a partner data provider. Dynamics 365 Customer Insights supports OData connectors, which can pull data from external partner data providers. OData is a standardized RESTful protocol that allows seamless integration of external datasets, such as demographic enrichment sources, into Customer Insights profiles.

Answer

Connect to Azure Data Lake only via Dataflows

Answer

Import from Excel Online using a direct connection

Answer

Synchronize data from LinkedIn Sales Navigator

Question 12

A company wants to optimize their field service scheduling by considering technician skills, travel time, and customer priority. Which Dynamics 365 Field Service tool should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) uses constraint-based scheduling to automatically assign the best technician based on skills, travel time, and customer priority. Option C (Schedule Board) is a manual scheduling tool that does not automate optimization. Option B (Field Service mobile app) is used by technicians to view and update work orders. Option D (Connected Field Service) is for IoT integration and remote monitoring.

Answer

Field Service mobile app

Answer

Schedule Board

Answer

Connected Field Service

Question 13

Which TWO data sources can be used to enrich customer profiles in Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Third-party data providers. Dynamics 365 Customer Insights allows you to enrich customer profiles by integrating data from third-party data providers, such as Experian or Acxiom, to add attributes like demographic or firmographic information. This enrichment process uses the 'Enrichment' feature within the app, which connects to external data sources via connectors to enhance existing customer data.

Answer

SharePoint document libraries

Answer

Power BI dashboards

Answer

Finance and Operations general ledger

Question 14

Refer to the exhibit. A Dynamics 365 Marketing segment is configured to include customers with purchase date on or after January 1, 2025. The segment refreshes daily. A customer purchased on December 31, 2024. Why is this customer not included?

Accepted Answer

The purchase date does not meet the condition. The criterion requires purchase date >= 2025-01-01, and the customer's date is before that. Option A is wrong because the field exists. Option B is wrong because the operator is correct. Option C is wrong because the refresh is daily.

Answer

The field name is incorrect

Answer

The operator should be 'lessThan'

Answer

The segment refreshes only weekly

Question 15

Refer to the exhibit. After how many days from the start of the sequence will the first phone call activity occur?

Accepted Answer

2 days. The exhibit shows a sequence with a 2-day wait step after the initial 'Start' trigger, followed by a phone call activity. Therefore, the first phone call occurs exactly 2 days from the start of the sequence. In Dynamics 365 Sales sequences, wait steps define the delay before the next activity is automatically created or assigned.

Answer

5 days

Answer

7 days

Answer

0 days

Question 16

Which TWO features are part of Dynamics 365 Customer Service? (Choose two.)

Accepted Answer

Customer Service workspace. Options B and D are correct. Customer Service workspace and Omnichannel for Customer Service are core components. Option A is wrong because Marketing is a separate Dynamics 365 application. Option C is wrong because Finance is a separate application. Option E is wrong because Supply Chain Management is a separate application.

Answer

Marketing

Answer

Finance

Answer

Supply Chain Management

Question 17

A company wants to provide customer service agents with a 360-degree view of the customer including recent interactions, purchases, and sentiment. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Unified customer profile. The unified customer profile in Dynamics 365 Customer Insights aggregates data from multiple sources (e.g., sales, service, marketing) into a single, 360-degree view of each customer. This includes recent interactions, purchase history, and sentiment scores, enabling agents to see the complete customer journey. The other options focus on analytics or grouping, not on providing a holistic, real-time profile.

Answer

Prediction models

Answer

Measures

Answer

Segments

Question 18

Drag and drop the steps to manage a case lifecycle in Dynamics 365 Customer Service into the correct order.

Accepted Answer

Create Case, then Assign Case, then Resolve Case, then Verify Resolution, then Close Case. Case lifecycle includes creation, assignment, resolution, verification, and closure.

Answer

Assign Case, then Create Case, then Resolve Case, then Verify Resolution, then Close Case

Answer

Create Case, then Resolve Case, then Assign Case, then Verify Resolution, then Close Case

Answer

Create Case, then Assign Case, then Close Case, then Resolve Case, then Verify Resolution

Question 19

A sales manager notices that the sales team is not consistently following up with leads after initial contact. Many leads go cold because no one takes action. The manager wants to set up automated email reminders and tasks for sales representatives when a lead is created or when a certain number of days pass without activity. They also want to track the effectiveness of these automated communications. Which feature should they use in Dynamics 365 Sales?

Accepted Answer

Sales sequences. Sales sequences allow creation of automated steps including emails and tasks, with analytics. Business process flows are for stage enforcement, not automated outreach. Workflows can send emails but lack the structured sequence and analytics. Power Automate is more complex and not native to Sales.

Answer

Business process flows

Answer

Power Automate flows

Answer

Workflows (classic)

Question 20

A marketing manager wants to automatically send a personalized discount offer to customers who have a high propensity to churn. Which combination of Customer Insights capabilities should they use?

Accepted Answer

Predictive scoring and measures. Predictive scoring in Customer Insights uses machine learning models to calculate a churn probability score for each customer, identifying those with a high propensity to churn. Measures allow the marketing manager to define and compute key business metrics, such as customer lifetime value or churn risk thresholds, which can trigger automated actions like sending personalized discount offers. Together, they enable a data-driven, automated outreach to at-risk customers without manual intervention.

Answer

Data unification and enrichment

Answer

Enrichment and Copilot

Answer

Segmentation and AI suggestions