MB-910 Practice Test 3 — 25 Questions

Question 1

Your Customer Insights data shows that some customer profiles have missing phone numbers. You have a third-party data provider that can supply phone numbers based on email addresses. Which capability should you use to add this data?

Accepted Answer

Data enrichment. Data enrichment is the correct capability because it allows you to enhance existing customer profiles by appending missing attributes—such as phone numbers—from an external third-party data provider. In Dynamics 365 Customer Insights, enrichment uses a matching key (e.g., email address) to pull in additional data from a configured provider without overwriting or merging entire records.

Answer

Data merge

Answer

Data import

Answer

Data matching

Question 2

A field service organization wants to automatically schedule work orders based on technician skills, location, and availability. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it uses AI and constraint-based logic to automatically schedule work orders by evaluating technician skills, location, and availability. Unlike manual scheduling tools, RSO optimizes assignments in real time based on predefined objectives like travel time or priority.

Answer

Schedule Board

Answer

Customer Service Hub

Answer

Connected Field Service

Question 3

A company uses Dynamics 365 Customer Service. Managers complain that the 'Resolved Cases' dashboard shows incorrect numbers. Upon investigation, you notice that some cases resolved by agents are still appearing as 'In Progress'. What is the most likely cause?

Accepted Answer

The case resolution is being saved but not activated. In Dynamics 365 Customer Service, a case is resolved by running the 'Resolve Case' process, which creates a case resolution activity and changes the status to 'Resolved'. However, if the case resolution activity is saved but not activated (i.e., the user clicks 'Save' instead of 'Activate' or the workflow fails to complete), the case remains in 'In Progress' status. This is the most likely cause because the dashboard counts only cases with a status of 'Resolved', and without activation, the status change is not committed.

Answer

The case is linked to an expired SLA

Answer

The case is in a queue with a routing rule set

Answer

The case resolution activity is not being created

Question 4

A field service manager wants to optimize technician schedules to minimize travel time. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it uses predefined optimization goals and constraints to automatically generate and adjust technician schedules, specifically targeting minimized travel time. Unlike manual scheduling on the Schedule Board, RSO applies algorithms to consider factors like location, skill requirements, and availability to produce the most efficient route and assignment sequence.

Answer

Inventory Management

Answer

Schedule Board

Answer

Connected Field Service

Question 5

An organization wants to give customers the ability to view their own support cases through a portal. Which Dynamics 365 Customer Service feature should be implemented?

Accepted Answer

Customer Service Portal. The Customer Service Portal (D) is the correct feature because it provides a self-service web interface where customers can view, create, and track their own support cases without agent intervention. This aligns directly with the requirement to give customers visibility into their cases through a portal, leveraging Dynamics 365's portal capabilities for external user access.

Answer

Unified Service Desk

Answer

Field Service Mobile App

Answer

Dynamics 365 Marketing

Question 6

Which THREE features are available in Dynamics 365 Customer Service? (Choose THREE.)

Accepted Answer

Unified Routing. Unified Routing is a core feature in Dynamics 365 Customer Service that intelligently distributes incoming work items (cases, chats, messages) to the most appropriate agent or queue based on skills, presence, and capacity. It replaces legacy routing with a modern, rules-based engine that ensures efficient assignment and reduced resolution times.

Answer

Lead Scoring

Answer

Segmentation

Question 7

Which THREE capabilities are provided by the Relationship Assistant in Dynamics 365 Sales?

Accepted Answer

Suggesting to log a phone call after a missed call.. Option A is correct because the Relationship Assistant in Dynamics 365 Sales uses configurable business rules and activity detection to suggest logging a phone call when a missed call is detected. This helps sales reps capture follow-up activities without manual entry, improving data completeness and pipeline hygiene.

Answer

Automatically creating a quote from an opportunity.

Answer

Analyzing the sentiment of email threads.

Question 8

In Dynamics 365 Sales, what is the purpose of the 'Business Process Flow'?

Accepted Answer

To guide users through a series of stages to complete a process. In Dynamics 365 Sales, a Business Process Flow (BPF) provides a visual guide that leads users through a defined sequence of stages and steps to complete a business process, such as qualifying a lead or closing an opportunity. It ensures consistency and data integrity by enforcing required fields and stage progression, rather than performing analytics, automation, or access control.

Answer

To provide analytics on sales performance

Answer

To automate repetitive tasks

Answer

To control data access

Question 9

A marketing manager wants to track the ROI of a multi-channel campaign in Dynamics 365 Marketing. Which feature is essential?

Accepted Answer

Marketing Insights. Marketing Insights (now part of Dynamics 365 Customer Insights) provides the analytics and AI-driven dashboards needed to measure ROI across multiple channels, including email, events, and customer journeys. It aggregates interaction data from campaigns and calculates key metrics like revenue attribution, cost per lead, and return on marketing investment, which is essential for tracking multi-channel ROI.

Answer

Segments

Answer

Customer Voice

Answer

Lead Scoring

Question 10

A marketing manager wants to use Customer Insights to send personalized offers based on predicted churn risk. What should they configure first?

Accepted Answer

Create a prediction model. To send personalized offers based on predicted churn risk, the marketing manager must first create a prediction model in Dynamics 365 Customer Insights. This model uses AI to analyze customer data and generate a churn risk score, which can then be used to define segments and trigger personalized offers. Without the prediction model, there is no churn risk data to base the offers on.

Answer

Create a segment

Answer

Configure data enrichment

Answer

Define a measure

Question 11

Your Customer Insights instance has ingested data from a CRM and an e-commerce platform. After unification, some customers appear as duplicates. What is the most likely cause?

Accepted Answer

Matching rules are too loose. When matching rules are too loose, the system merges records that are not truly the same customer, creating duplicates after unification. In Customer Insights, matching rules define the conditions (e.g., exact match on email, fuzzy match on name) that determine whether records from different sources represent the same entity. Loose rules allow records with minor differences to be considered matches, leading to false positives and duplicate customer profiles.

Answer

Matching rules are too strict

Answer

Data sources have different field names

Answer

Confidence level is set too low

Question 12

A user wants to export a segment of high-value customers from Customer Insights to Dynamics 365 Marketing to send a campaign. What is the recommended way to do this?

Accepted Answer

Use the Dynamics 365 Marketing connector. The Dynamics 365 Marketing connector is the recommended, native integration between Customer Insights and Dynamics 365 Marketing. It enables direct, real-time export of customer segments without manual steps, preserving data integrity and supporting automated campaign triggers. This built-in connector is the designed path for high-volume, low-latency segment sharing.

Answer

Use the Customer Insights API

Answer

Export the segment as a CSV file and import it

Answer

Use Power Automate to copy data

Question 13

Which TWO data sources can be ingested into Customer Insights? (Choose two.)

Accepted Answer

Azure Synapse Analytics. Azure Synapse Analytics is a correct data source for Customer Insights because it is a cloud-based analytics service that can be used as a data source via a direct connection, allowing you to ingest large-scale data into Customer Insights for unification and segmentation. Dynamics 365 Sales is correct because Customer Insights can directly connect to Dynamics 365 Sales to bring in customer engagement data (e.g., leads, opportunities, accounts) for a 360-degree customer view.

Answer

Microsoft Forms

Answer

Microsoft Entra ID

Answer

Power BI reports

Question 14

A field service organization is experiencing delays in work order completion because technicians often arrive at customer sites without the necessary parts. The company wants to ensure that the correct parts are loaded onto the service vehicle before the technician departs. Which feature should the company use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it can automatically optimize schedules based on technician skills, location, and required parts inventory. By configuring RSO to consider part availability before dispatching, the system ensures that only technicians with the necessary parts loaded on their vehicle are assigned to work orders, preventing delays from missing parts.

Answer

Remote Assist

Answer

Service Task Type

Answer

Inventory Projection

Question 15

You are a Dynamics 365 administrator. Which THREE actions can be performed using Copilot capabilities in Dynamics 365?

Accepted Answer

Summarize a customer case history. Option C is correct because Copilot in Dynamics 365 can summarize a customer case history by using generative AI to extract key details from case notes, activities, and related records. This allows support agents to quickly understand the context without manually reading through lengthy histories, improving efficiency and response accuracy.

Answer

Create a Power Automate workflow

Answer

Assign security roles to users

Question 16

A company uses Dynamics 365 Customer Insights to drive personalized marketing campaigns. They want to use AI to predict which customers are likely to purchase a new product line. Which capability should they use?

Accepted Answer

Use the built-in prediction models for purchase intention. Dynamics 365 Customer Insights includes prebuilt AI prediction models that can analyze historical customer data and behavioral patterns to forecast purchase intention. This capability directly addresses the requirement to predict which customers are likely to purchase a new product line without needing custom machine learning development.

Answer

Enrich profiles with demographic data from third-party sources

Answer

Ingest data from the new product's website analytics

Answer

Create a segment based on past purchases

Question 17

A sales manager wants to see a visual representation of the sales pipeline with deal amounts and stages. Which Dynamics 365 Sales dashboard component should they use?

Accepted Answer

Pipeline chart. The Pipeline chart in Dynamics 365 Sales is specifically designed to provide a visual representation of the sales pipeline, displaying deal amounts across different stages. This allows sales managers to quickly assess the health and value of their pipeline at a glance, making it the correct component for this requirement.

Answer

Activities chart

Answer

Sales literature chart

Answer

Goal chart

Question 18

Scenario: A field service manager needs to generate a report showing the number of work orders completed by each technician in the last month. Which out-of-the-box feature in Dynamics 365 Field Service should they use?

Accepted Answer

Power BI dashboards.. Option A is correct because Power BI dashboards provide analytics and reporting in Dynamics 365 Field Service. Option B is wrong because the Field Service mobile app is designed for field technicians to view and update work orders, not for generating reports. Option C is wrong because work order templates define the structure and default values for work orders, they do not generate reports. Option D is wrong because the schedule board is used for dispatching and scheduling resources, not for reporting.

Answer

Field Service mobile app.

Answer

Work order templates.

Answer

Schedule board.

Question 19

A company wants to use Customer Insights to generate AI-driven product recommendations for their e-commerce site. Which feature should they configure?

Accepted Answer

AI suggestions. AI suggestions in Dynamics 365 Customer Insights leverage built-in machine learning models to analyze customer behavior and transaction data, generating personalized product recommendations for e-commerce sites. This feature directly addresses the requirement for AI-driven recommendations without needing custom model training.

Answer

Measures

Answer

Connections

Answer

Segmentation

Question 20

A company wants to use Customer Insights to identify customers who are likely to respond to a new product campaign. Which feature should they use?

Accepted Answer

Predictive scoring. Predictive scoring in Dynamics 365 Customer Insights uses machine learning models to analyze historical customer data and engagement patterns, assigning a score that predicts the likelihood of a specific outcome—such as responding to a new product campaign. This directly matches the company's goal of identifying high-propensity customers for targeted outreach.

Answer

Enrichment

Answer

Measures

Answer

Segmentation