MB-910 Practice Test 4 — 25 Questions

Question 1

Refer to the exhibit. A case has a 24-hour resolution SLA using the 'Extended Hours' business hours. The case is created on Friday at 4:00 PM. What is the deadline for resolution?

Accepted Answer

Tuesday at 6:00 PM. The case is created on Friday at 4:00 PM. Using 'Extended Hours' business hours (assumed 8 AM–8 PM weekdays), the remaining business hours on Friday are 2 hours (4–6 PM). Then Monday has 12 hours (8 AM–8 PM), totaling 14 hours. Tuesday needs 10 more hours (from 8 AM to 6 PM) to reach 24 business hours, resulting in a deadline of Tuesday at 6:00 PM. Option A (Tuesday 8 AM) miscalculates the hours. Option B (Monday 4 PM) is based on calendar days, ignoring business hours. Option D (Saturday 4 PM) ignores business hours and weekends.

Answer

Tuesday at 8:00 AM

Answer

Monday at 4:00 PM

Answer

Saturday at 4:00 PM

Question 2

Which TWO actions can a marketing user perform using Dynamics 365 Customer Insights? (Choose TWO.)

Accepted Answer

Create customer segments based on behavior. Options B and C are correct because Dynamics 365 Customer Insights allows marketing users to create customer segments based on behavior and generate predictive insights about churn. Option A is incorrect because routing support cases to queues is a feature of Dynamics 365 Customer Service, not Customer Insights. Option D is incorrect because drafting emails using Copilot is a feature of Dynamics 365 Sales or Marketing, not Customer Insights. Option E is incorrect because creating sales orders is managed in Dynamics 365 Sales.

Answer

Route support cases to queues

Answer

Draft emails using Copilot

Answer

Create sales orders

Question 3

Which TWO features in Dynamics 365 Customer Service help improve agent productivity?

Accepted Answer

Copilot. Options A (Copilot) and E (Quick Replies) improve agent productivity: Copilot uses AI to assist agents with responses and tasks, while Quick Replies provide pre-defined responses to common issues, saving time. Option B (Service Level Agreements) is for management, not direct productivity. Option C (Timeline) shows history but doesn't improve speed. Option D (Unified Routing) distributes work but doesn't directly boost agent efficiency.

Answer

Service Level Agreements

Answer

Timeline

Answer

Unified Routing

Question 4

You configure a sequence in Dynamics 365 Sales with a task step that has a 3-day time limit and an escalation action to email the manager. If the task is not completed within 3 days, what occurs?

Accepted Answer

The sequence sends an escalation email to the manager.. When a task step in a sequence is configured with an escalation action, the sequence automatically performs that action if the task is not completed within the specified time limit. In this case, the escalation action is to send an email to the manager, ensuring that stalled tasks are addressed.

Answer

The sequence waits indefinitely for the task to be completed.

Answer

The sequence ends after the task is created.

Answer

The sequence repeats the wait step.

Question 5

You are reviewing the exhibit of an enrichment configuration in Customer Insights - Data. What is the purpose of this enrichment?

Accepted Answer

Add demographic data based on postal code. The enrichment configuration in Customer Insights - Data uses a data source (such as a postal code lookup service) to append demographic attributes (e.g., income level, age range, or household size) to existing customer profiles. This is correct because the exhibit shows an enrichment step that maps postal code to external demographic data, not a deduplication, purchase history, or churn calculation process.

Answer

Delete duplicate profiles

Answer

Add purchase history based on customer ID

Answer

Calculate churn probability

Question 6

A company wants to provide support via SMS and Facebook Messenger. Which Dynamics 365 Customer Service module should be used?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service allows integration of multiple digital channels including SMS and Facebook Messenger, making option C correct. Option A (Knowledge Base) stores articles for self-service, not channels. Option B (Power Virtual Agents) is for building chatbots, not channel integration. Option D (Customer Service Insights) provides analytics, not channel support.

Answer

Knowledge Base

Answer

Power Virtual Agents

Answer

Customer Service Insights

Question 7

Which THREE features are part of Dynamics 365 Sales Insights?

Accepted Answer

Predictive lead and opportunity scoring. Predictive lead and opportunity scoring is a core feature of Dynamics 365 Sales Insights because it uses AI and machine learning models to analyze historical sales data and CRM activities, automatically assigning a score to leads and opportunities based on their likelihood to convert. This helps sales teams prioritize high-value prospects without manual effort, directly enhancing sales efficiency and decision-making.

Answer

Business process flows

Answer

Power BI embedded dashboards

Question 8

Which TWO actions can be performed using the Customer Service Admin Center? (Choose two.)

Accepted Answer

Set up queues for case routing. The Customer Service Admin Center allows administrators to set up queues for case routing (C) and configure user security roles (D). Managing knowledge articles (A) is done within the Knowledge Base settings. Configuring Copilot features (B) is handled in the Copilot settings. Viewing survey response analytics (E) is done in Dynamics 365 Customer Voice.

Answer

Manage knowledge articles

Answer

Configure Copilot features

Answer

View survey response analytics

Question 9

Which TWO benefits does the Customer Service Insights dashboard provide?

Accepted Answer

Topic clustering to identify common issues. Options D and E are correct. Customer Service Insights dashboard provides topic clustering to identify common issues and historical trend analysis of case volumes. It does not offer direct creation of knowledge articles from cases, real-time agent monitoring, or live chat with customers.

Answer

Direct creation of knowledge articles from cases

Answer

Real-time agent monitoring

Answer

Live chat with customers

Question 10

A company uses Dynamics 365 Customer Insights to manage customer data from multiple sources. They plan to use the system to generate predictive models, enrich customer profiles with external data, and export segments to a marketing platform. Which TWO actions are required before they can use predictive models?

Accepted Answer

Create a unified customer profile from all data sources.. To use predictive models in Dynamics 365 Customer Insights, you must first create a unified customer profile by matching and merging data from all sources into a single customer entity. This unified profile is the foundation for all AI and machine learning features, including predictive models. Without it, the system cannot correlate data across sources to generate accurate predictions.

Answer

Export segments to the marketing platform.

Answer

Configure relationships between all data sources.

Answer

Enrich customer profiles with external data sources.

Question 11

A technician needs to record time spent on a work order and also capture expenses such as parts used. Which entity should the technician update?

Accepted Answer

Booking journal. The booking journal is used to record time, expenses, and mileage against a work order booking. Option A (Booking journal) is correct. Option B (Time entry) is used for project-based time tracking, not for work order time/expenses. Option C (Work order service tasks) tracks task completion, not time or expenses. Option D (Product inventory) tracks inventory levels, not technician time or expenses.

Answer

Time entry

Answer

Work order service tasks

Answer

Product inventory

Question 12

A field service manager wants to analyze technician performance, including average time to complete work orders and customer satisfaction ratings. Which tool should they use to create these reports?

Accepted Answer

Use Power BI dashboards with data from Field Service.. Dynamics 365 Field Service integrates with Power BI, enabling creation of custom dashboards and reports to analyze technician performance metrics like average time to complete work orders and customer satisfaction ratings. Option A (Customer Service Analytics) is designed for customer service cases, not field service. Option B (Connected Field Service) focuses on IoT data, not performance analytics. Option D (Export to Excel) is a manual workaround that lacks integrated real-time capabilities.

Answer

Customer Service Analytics

Answer

Connected Field Service

Answer

Export data to Microsoft Excel and create pivot tables.

Question 13

Your organization uses Dynamics 365 Sales and wants to automatically capture emails from prospects and link them to the corresponding contact and opportunity records. Which feature should you enable?

Accepted Answer

Server-side synchronization. Server-side synchronization is the correct feature because it enables automatic synchronization of emails, appointments, and contacts between Dynamics 365 and Exchange. When configured, it can automatically track emails from prospects and link them to the corresponding contact and opportunity records based on email addresses and tracking tokens, without requiring any client-side add-ins or manual intervention.

Answer

Email engagement

Answer

Exchange Online integration

Answer

Activity feed

Question 14

Which TWO capabilities are included in Dynamics 365 Marketing?

Accepted Answer

Email marketing automation. Options A and E are correct: Email marketing automation and event management are core capabilities in Dynamics 365 Marketing. Option B is incorrect because resource scheduling belongs to Dynamics 365 Field Service. Option C is incorrect because entitlement management is part of Dynamics 365 Customer Service. Option D is incorrect because IoT alerts are a capability of Dynamics 365 Field Service.

Answer

Resource scheduling

Answer

Entitlement management

Answer

IoT alerts

Question 15

Your Dynamics 365 environment has multiple business units and you need to ensure that sales representatives can only view leads assigned to their own business unit. What should you configure?

Accepted Answer

Configure security roles with business unit access level. Security roles with business unit-level access restrict data visibility to that business unit. Option A is incorrect because teams are for collaboration, not security. Option B is incorrect because hierarchy security is for managers to see subordinate data, not for restricting visibility by business unit. Option C is incorrect because field security profiles restrict specific fields, not records.

Answer

Create teams and share leads

Answer

Use hierarchy security

Answer

Set field security profiles

Question 16

A sales manager wants to forecast revenue by analyzing historical opportunities and current pipeline. Which Dynamics 365 feature should they use?

Accepted Answer

Sales forecasting. Sales forecasting (Option B) is correct because Dynamics 365 Sales includes forecasting capabilities that analyze historical opportunities and current pipeline to predict revenue. Option A (Customer Insights) is for customer data unification and analytics, not forecasting. Option C (Power BI) is a separate reporting tool but not the native forecasting feature within Dynamics 365 Sales. Option D (Copilot) provides AI-powered assistance and suggestions, not direct forecasting.

Answer

Customer Insights

Answer

Power BI

Answer

Copilot

Question 17

Refer to the exhibit. You are setting up a journey in Dynamics 365 Customer Insights - Journeys. The journey is triggered by a custom event 'ButtonClicked' and targets the 'Active Users' segment. After publishing, the journey does not start. What is the most likely cause?

Accepted Answer

The segment query uses an invalid field name for the Contact entity.. A segment query referencing an invalid field name for the Contact entity will cause the segment to fail to resolve, preventing the journey from starting. In Dynamics 365 Customer Insights - Journeys, the journey engine validates the segment before launching; if the segment query contains a field that does not exist on the Contact entity, the segment cannot be evaluated, and the journey remains in a 'Draft' or 'Stopped' state.

Answer

The email template 'WelcomeEmail' does not exist.

Answer

The custom event requires authentication that is not configured.

Answer

The trigger event does not include a 'ContactId' field.

Question 18

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.. 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 19

Which TWO of the following are core entities in Dynamics 365 Marketing?

Accepted Answer

Marketing List. Options A and E are correct. Marketing List and Lead are core entities in Dynamics 365 Marketing, used for managing target audiences and tracking potential customers. Option B (Quote) is a Sales entity, not Marketing. Option C (Invoice) is a Sales or Finance entity. Option D (Case) is a Customer Service entity. Therefore, only A and E belong to Marketing.

Answer

Quote

Answer

Invoice

Answer

Case

Question 20

A customer service manager wants to automatically categorize incoming cases based on the customer's product type in Dynamics 365 Customer Service. What should they configure?

Accepted Answer

Routing Rule. Routing Rules allow automatic categorization and assignment of cases based on conditions like product type. Option A is wrong because Knowledge Articles are for self-help, not categorization. Option B is wrong because Service Level Agreements (SLAs) track response times, not categorization. Option D is wrong because Entitlements define support coverage, not categorization.

Answer

Knowledge Article

Answer

Service Level Agreement (SLA)

Answer

Entitlement