MB-910 Practice Test 3 — 25 Questions

Question 1

Which TWO of the following are valid ways to create a new opportunity in Dynamics 365 Sales?

Accepted Answer

By creating a new opportunity record directly.. Dynamics 365 Sales allows users to directly create a new opportunity record from the Opportunities entity, either via the 'New' button on the opportunities list or through the 'Add Opportunity' option on a related record. This is a standard manual creation method that bypasses any conversion or qualification process. Option C is correct because qualifying a lead automatically converts it into an opportunity, along with optionally creating a contact and account, which is the primary pipeline-driven method for opportunity creation.

Answer

By converting a quote into an opportunity.

Answer

By closing an order as won.

Answer

By generating an invoice.

Question 2

An agent is working on a case titled 'User cannot reset password'. The agent opens the knowledge article shown in the exhibit. The agent expects the article to be automatically suggested by Copilot, but it is not. What is the most likely reason?

Accepted Answer

The keywords in the article do not match the case context. Copilot suggests articles based on the keywords in the article matching the case title and description. If the keywords do not match the case context, the article will not be automatically suggested. Option A is incorrect because malformed content would not prevent keyword matching. Option C is incorrect because if the article's status is not Published, it would not be available at all, but the agent is able to open the article, so it must be published. Option D is incorrect because Copilot matches keywords, not language.

Answer

The article content is malformed

Answer

The article status is not set to Published

Answer

The language is set to en-US but the case is in another language

Question 3

A Dynamics 365 Field Service organization wants to automatically schedule work orders to the nearest available technician. Which feature should be configured?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it automatically assigns work orders to the nearest available technician based on predefined optimization objectives, such as minimizing travel time or balancing workloads. Unlike manual scheduling via the Schedule Board, RSO uses constraint-based algorithms to evaluate technician skills, location, availability, and business priorities in real time, enabling fully automated scheduling without human intervention.

Answer

Booking Alerts

Answer

Schedule Board

Answer

Field Service Mobile App

Question 4

A customer service agent receives a phone call and needs to log the interaction as an activity in Dynamics 365. Which activity type should the agent use?

Accepted Answer

Phone Call. The Phone Call activity type is specifically designed to log telephone interactions in Dynamics 365. When a customer service agent receives a phone call, they can create a Phone Call activity to record details such as the caller, duration, subject, and notes, ensuring the interaction is tracked in the timeline and linked to the relevant contact or case.

Answer

Appointment

Answer

Email

Answer

Task

Question 5

Contoso Ltd. is a mid-sized electronics retailer using Dynamics 365 Customer Service. They have a team of 20 agents who handle phone calls, emails, and chat. Recently, customers have complained about long hold times and receiving inconsistent answers from different agents. The customer service manager wants to reduce average handle time and improve first call resolution. The company has not yet implemented any knowledge base or automation features. Which of the following actions should the administrator take first to address these issues?

Accepted Answer

Implement a knowledge base with articles covering common issues and train agents to use it.. Implementing a knowledge base with articles covering common issues directly addresses the root causes of long hold times and inconsistent answers. By providing agents with a single source of truth for resolutions, it reduces average handle time (agents find answers faster) and improves first call resolution (consistent, accurate responses). This is the foundational step before automation or routing, as knowledge content is required to enable those features effectively.

Answer

Enable sentiment analysis to monitor customer emotions during interactions.

Answer

Create a routing rule set to automatically assign cases to the most qualified agent based on skills.

Answer

Set up a Power Automate flow to automatically send email responses for common inquiries.

Question 6

Based on the SLA configuration exhibit, what will happen if a case is not resolved within 20 hours?

Accepted Answer

A warning notification will be sent.. The SLA configured with a warning time of 20 hours means that if the case is not resolved within 20 hours, a warning notification will be sent. Option A is incorrect because escalation would require a separate failure action after the target time (24 hours). Option B is incorrect because the SLA is marked as failed only when the failure time (24 hours) is exceeded, not at the warning time. Option C is incorrect because reassignment is not automatically triggered by warning time; it would be a separate action. Thus, D is correct.

Answer

The case will be escalated to a manager.

Answer

The SLA will be marked as failed.

Answer

The case will automatically be reassigned.

Question 7

A business analyst wants to create a KPI that shows the average customer lifetime value for customers acquired in the last year. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Define a measure. A measure in Dynamics 365 Customer Insights is used to calculate numeric KPIs from your customer data, such as average customer lifetime value (CLV) for a specific cohort. By defining a measure with a filter for customers acquired in the last year, you can compute the exact average CLV without needing predictive models or data transformation steps.

Answer

Create a prediction model

Answer

Run data unification

Answer

Create a segment of recent customers

Question 8

Your Dynamics 365 Sales instance has a custom field 'Priority' on opportunities. You want to automatically set this field to 'High' when the estimated revenue exceeds $50,000. What is the most efficient way to implement this?

Accepted Answer

Create a real-time workflow that triggers on opportunity update and sets the field. A real-time workflow triggers immediately when an opportunity is updated, allowing you to evaluate the estimated revenue and set the Priority field to 'High' if it exceeds $50,000. This is the most efficient approach as it runs synchronously without requiring user interaction or scheduled polling, and it directly modifies the field on the same record.

Answer

Use a business rule on the opportunity form

Answer

Create a Power Automate flow that runs on a schedule

Answer

Add a calculated field that computes the priority

Question 9

A field service organization wants to ensure that technicians have the latest version of the work order instructions and can update the status even when they are in areas without internet connectivity. Which capability should they configure?

Accepted Answer

Field Service mobile app with offline capabilities. The Field Service mobile app supports offline capabilities, allowing technicians to access and update work orders without internet connectivity. This makes option A correct. Resource Scheduling Optimization (B) is for scheduling and not for offline access. Dynamics 365 Remote Assist (C) requires internet for video calls. Schedule Board (D) also requires internet connectivity.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Remote Assist

Answer

Schedule Board

Question 10

Your sales team uses Dynamics 365 Sales. They want to send a personalized email to a contact directly from the contact record. What is the recommended way to do this?

Accepted Answer

Use the 'Send Email' button on the contact record. The 'Send Email' button on the contact record in Dynamics 365 Sales is the recommended way to send a personalized email directly from the contact record because it leverages the built-in email integration to compose and send the email without leaving the CRM context. This method automatically populates the recipient's email address from the contact record and allows you to use a personalized email template or compose a custom message, ensuring the email is tracked in the CRM for activity history and compliance.

Answer

Copy the contact's email and paste into Outlook

Answer

Create a Quick Campaign

Answer

Use the Email Template entity

Question 11

A company uses Customer Insights to unify customer data. After unification, they notice that some customers appear as duplicates despite high match confidence. What should they do to resolve this?

Accepted Answer

Adjust deduplication rules. Customer Insights uses deduplication rules to define how duplicate customer profiles are identified and merged. Even when match confidence is high, the system may still detect duplicates if the deduplication rules are not configured to handle specific data patterns, such as variations in name formatting or address details. Adjusting these rules allows you to fine-tune the matching logic to resolve false duplicates.

Answer

Re-run data ingestion

Answer

Use enrichment to add more data

Answer

Increase the match confidence threshold

Question 12

A company is implementing Dynamics 365 Customer Service. Which TWO are valid components of the Customer Service Hub?

Accepted Answer

Cases. Cases and Accounts are core entities in the Customer Service Hub. Cases track customer service issues, and Accounts represent customers or organizations. Leads (A) and Opportunities (B) are sales entities, not service components. Invoices (C) is a finance/sales entity. Thus, the correct answers are D (Cases) and E (Accounts).

Answer

Leads

Answer

Opportunities

Answer

Invoices

Question 13

Which TWO components are part of the core functionality in Dynamics 365 Customer Service? (Choose two.)

Accepted Answer

Case management. Case management (C) and Knowledge Base (D) are core components of Dynamics 365 Customer Service. Case management handles customer inquiries and issues, while Knowledge Base provides a repository of articles for agents and customers. Field Service scheduling (A) is part of Dynamics 365 Field Service, a separate app. Project management (B) is part of Dynamics 365 Project Operations. Sales management (E) is part of Dynamics 365 Sales.

Answer

Field Service scheduling

Answer

Project management

Answer

Sales management

Question 14

A company wants to implement a self-service portal where customers can submit cases, track progress, and find knowledge articles. Which Dynamics 365 component should be used?

Accepted Answer

Customer Service portal. The Customer Service portal is a purpose-built self-service portal for Dynamics 365 Customer Service, allowing customers to submit cases, track progress, and access knowledge articles. Option A is wrong because Power Pages is a general-purpose portal builder, not specific to customer service. Option C is wrong because Microsoft Copilot Studio is used for building chatbots and conversational AI, not a self-service portal. Option D is wrong because Omnichannel for Customer Service is for live agent interactions across channels, not self-service.

Answer

Power Pages

Answer

Microsoft Copilot Studio

Answer

Omnichannel for Customer Service

Question 15

A customer service agent is using Dynamics 365 Customer Service and needs to see all interactions with a customer across email, chat, and phone. Which component provides this unified view?

Accepted Answer

Timeline. Timeline. Timeline provides a unified chronological view of all customer interactions across email, chat, and phone calls, allowing agents to see the full history. Option A is incorrect because Dynamics 365 Copilot provides AI assistance, not a unified interaction view. Option B is incorrect because the case form displays case details and related records but not all interactions automatically. Option C is incorrect because Customer Service Insights is an analytics tool for reporting, not for providing a real-time unified view of interactions.

Answer

Dynamics 365 Copilot

Answer

Case form

Answer

Customer Service Insights

Question 16

A customer service team uses Dynamics 365 Customer Service. They want to use AI to analyze customer sentiment during chat conversations and provide real-time suggestions to agents. Which feature should they enable?

Accepted Answer

Conversation Insights. Conversation Insights (part of Omnichannel for Customer Service) provides real-time sentiment analysis and suggestions during chat conversations. Option B is wrong because AI-suggested articles provide knowledge base recommendations, not sentiment analysis. Option C is wrong because Microsoft Copilot is a general AI assistant that helps with various tasks but is not specifically designed for real-time sentiment in chat. Option D is wrong because Customer Service Insights is a historical analytics tool, not a real-time feature.

Answer

AI-suggested articles

Answer

Microsoft Copilot

Answer

Customer Service Insights

Question 17

A customer service supervisor wants to monitor real-time metrics such as average handle time and number of active sessions for their team. Which dashboard should they use?

Accepted Answer

Customer Service workspace supervisor dashboard. The Customer Service workspace supervisor dashboard, which provides real-time metrics like average handle time and active sessions. Option A is incorrect because Customer Service Insights is a historical analytics tool, not real-time. Option B is incorrect because a Power BI report embedded in Dynamics 365 requires custom development and is not a built-in real-time dashboard. Option C is incorrect because the Omnichannel real-time analytics dashboard focuses on channel-specific metrics rather than the comprehensive supervisor view.

Answer

Customer Service Insights dashboard

Answer

Power BI report embedded in Dynamics 365

Answer

Omnichannel real-time analytics dashboard

Question 18

A manager wants to analyze customer service trends and identify areas for improvement. Which tool provides historical analytics and AI-driven insights?

Accepted Answer

Customer Service Insights. Customer Service Insights is the correct answer because it provides out-of-the-box historical analytics and AI-driven insights for customer service trends. Customer Service Hub is a case management application, not an analytics tool. Omnichannel Analytics offers real-time metrics, not deep historical analysis. Power BI requires custom setup and is not specifically designed for customer service analytics out-of-the-box.

Answer

Customer Service Hub

Answer

Omnichannel Analytics

Answer

Power BI

Question 19

A support agent receives a case from a premium customer with a 2-hour response SLA. The agent is not specialized in the product area. What should the agent do to ensure the SLA is met?

Accepted Answer

Reassign the case to a qualified agent using the queue. Since the agent is not specialized in the product area, reassigning the case to a qualified agent via the queue ensures that a skilled team member handles it promptly, meeting the 2-hour SLA. Option A is incorrect because Copilot can assist but cannot fully resolve cases without agent expertise. Option B is wrong because working on an unfamiliar case risks delays or incorrect resolution, potentially breaching the SLA. Option D is incorrect because closing and reopening the case does not reassign it and may cause SLA violations.

Answer

Ask Copilot to resolve the case

Answer

Work on the case even if unfamiliar to avoid reassignment

Answer

Close the case and reopen later

Question 20

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