MB-910 Practice Test 5 — 25 Questions

Question 1

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. Option C is correct because 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 2

A marketing team wants to create a segment of customers who have made a purchase in the last 30 days. Which Customer Insights capability should they use?

Accepted Answer

Segmentation. Segmentation in Dynamics 365 Customer Insights allows you to define a dynamic segment based on conditions such as 'purchase date in the last 30 days.' This capability directly queries the unified customer profile and transaction data to create a targeted group of customers for marketing campaigns.

Answer

Predictive scoring

Answer

Data unification

Answer

Measures

Question 3

A company wants to use AI to calculate the likelihood that a customer will churn. Which Customer Insights feature should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights use machine learning to analyze historical customer data and calculate the likelihood of future outcomes, such as churn. This feature specifically builds a binary classification model that outputs a churn probability score for each customer, enabling proactive retention efforts.

Answer

Measures

Answer

Segmentation

Answer

Enrichment

Question 4

A telecommunications company uses Dynamics 365 Customer Insights to analyze customer churn. They have created a churn prediction model and want to take real-time actions when a customer is predicted to churn, such as sending a retention offer. Which integration should they use?

Accepted Answer

Real-time marketing in Dynamics 365. Option C is correct because Real-time marketing in Dynamics 365 Customer Insights enables immediate, automated actions (such as sending retention offers) when a churn prediction model triggers. This integration uses customer segments and triggers from the prediction model to initiate outbound communications in real time, aligning with the requirement for real-time actions.

Answer

Enrichment from Azure Data Lake

Answer

Power Automate to send email

Answer

Power BI embedded reports

Question 5

Northwind Traders uses Dynamics 365 Customer Service and wants to implement a unified customer service experience. They currently use separate systems for email, chat, and phone support. Agents have to switch between multiple applications to handle customer interactions, leading to inefficiency. The company wants to provide a single interface for agents to handle all incoming customer requests from any channel. They also want to ensure that conversations are automatically routed to the most appropriate agent based on skills and availability. Additionally, they need to track customer sentiment in real-time during conversations. You need to recommend a configuration. What should you do?

Accepted Answer

Enable Omnichannel for Customer Service and configure skill-based routing and sentiment analysis.. Omnichannel for Customer Service provides a unified agent interface across email, chat, and phone channels, skill-based routing to assign conversations to the most appropriate agent based on skills and availability, and real-time sentiment analysis to track customer sentiment. Option A is incorrect because Customer Service Insights analyzes historical data for trends and agent performance, not real-time sentiment or unified interface. Option C is incorrect because Service Scheduling manages appointments and resource scheduling for field service, not omnichannel routing. Option D is incorrect because Power Virtual Agents (Copilot Studio) is for creating chatbots to handle basic queries, not for providing an agent interface or routing.

Answer

Configure Customer Service Insights to analyze historical data and improve agent training.

Answer

Use Service Scheduling to manage agent availability and appointments.

Answer

Implement Power Virtual Agents (Copilot Studio) to handle basic queries.

Question 6

Adventure Works Cycles is a retail company that uses Dynamics 365 Sales. They have a simple sales process: leads are qualified, then converted to opportunities, then quotes are generated, and finally orders are created. The sales manager wants to report on the average time it takes for an opportunity to move from the 'Qualify' stage to the 'Propose' stage. The system currently uses a standard Business Process Flow (BPF) for opportunities with stages: Qualify, Develop, Propose, Close. The manager wants to track the duration in each stage. What should the administrator do to enable this reporting?

Accepted Answer

Use the Business Process Flow stage duration fields in a custom report. Option C is correct because Dynamics 365 Sales includes built-in Business Process Flow (BPF) stage duration fields (e.g., 'Stage Duration (Minutes)') that automatically track the time spent in each stage. These fields are stored on the opportunity entity and can be used in custom reports or Power BI to calculate the average time from 'Qualify' to 'Propose' without manual effort or custom development.

Answer

Enable Timeline and manually calculate durations

Answer

Create a custom workflow to log timestamps when stages change

Answer

Use the out-of-the-box Opportunity report

Question 7

An organization uses Dynamics 365 Customer Insights - Data. They want to ensure that the customer profiles are enriched with demographic data from a third-party provider. Which THREE steps are necessary to set up enrichment? (Choose three.)

Accepted Answer

Select the fields to be enriched. Option A is correct because in Dynamics 365 Customer Insights - Data, when setting up enrichment, you must select the specific fields (e.g., demographic attributes like age, income, or location) from your customer profile that you want to enrich with third-party data. This step defines which existing attributes will be updated or supplemented by the enrichment provider.

Answer

Create an export destination for the enriched data

Answer

Define a matching rule to merge enriched data

Question 8

A sales manager wants to assign leads automatically to salespeople based on the lead's geographic region. Which feature should be used?

Accepted Answer

Routing Rule Set. Routing Rule Sets in Dynamics 365 Sales allow automatic assignment of leads to salespeople based on conditions such as geographic region. This feature uses a rule-based engine to evaluate lead attributes (e.g., country, state) and route the lead to the appropriate owner or queue, ensuring efficient distribution without manual intervention.

Answer

Queue

Answer

Workflow

Answer

Sales Team

Question 9

A sales organization wants to use AI to predict which opportunities are likely to close and recommend next best actions. Which Dynamics 365 Sales feature should they implement?

Accepted Answer

Predictive Lead and Opportunity Scoring. Predictive Lead and Opportunity Scoring uses AI models to analyze historical data and identify patterns that indicate which opportunities are most likely to close. It also provides recommended next best actions based on those predictions, directly matching the organization's requirement to predict closure likelihood and suggest actions.

Answer

Copilot for Sales

Answer

Email Engagement

Answer

Relationship Analytics

Question 10

Your organization uses Dynamics 365 Sales and wants to automate the assignment of leads to sales reps based on territory and product interest. What should you use?

Accepted Answer

Routing Rule Set. A Routing Rule Set in Dynamics 365 Sales is specifically designed to automatically assign leads to sales reps based on predefined criteria such as territory and product interest. It evaluates the lead attributes against the rules and routes the lead to the appropriate owner or queue, enabling efficient lead distribution without manual intervention.

Answer

Business Process Flow

Answer

Queue

Answer

Workflow

Question 11

You are implementing a sales process. The above exhibit shows a Business Process Flow (BPF). A sales rep is unable to move from the 'Develop' stage to the 'Propose' stage. What is the most likely reason?

Accepted Answer

The 'Need' and 'Timeline' fields are not filled. In Dynamics 365 Sales, Business Process Flows (BPFs) enforce stage-gating by requiring specific fields to be completed before a record can move to the next stage. The 'Develop' stage typically mandates that the 'Need' and 'Timeline' fields are filled in, as these are critical for qualifying the opportunity. Without these fields populated, the BPF logic prevents progression to the 'Propose' stage, ensuring data completeness and process adherence.

Answer

The 'Quote' field is missing

Answer

The 'LeadSource' field is empty

Answer

The 'BudgetAmount' field is missing

Question 12

Your team uses Dynamics 365 Sales to manage opportunities. Management wants to reduce the time spent on manual follow-ups. Which feature should you implement to automatically create follow-up activities based on opportunity stages?

Accepted Answer

Sales Sequence Designer. Sales Sequence Designer in Dynamics 365 Sales allows you to define a sequence of automated activities (e.g., emails, phone calls, tasks) that are triggered based on opportunity stage transitions. This directly reduces manual follow-ups by automating the creation of follow-up activities when an opportunity moves to a specific stage, such as 'Proposal Sent' or 'Negotiation'.

Answer

Activity Feeds

Answer

Sales Dialer

Answer

Sales Copilot

Question 13

Your organization uses Dynamics 365 Sales. You need to ensure that sales representatives can quickly create a quote from an existing opportunity. What should you use?

Accepted Answer

Generate Quote from opportunity. In Dynamics 365 Sales, the 'Generate Quote from opportunity' feature allows sales representatives to create a quote directly from an existing opportunity by automatically populating the quote with the opportunity's products, pricing, and customer details. This streamlines the sales process and ensures data consistency, eliminating the need for manual data entry.

Answer

Sales Literature

Answer

Product Catalog

Answer

Create a new quote manually

Question 14

A salesperson is using the Dynamics 365 Sales app and wants to see the latest engagement from a customer, such as email opens and link clicks, directly on the contact record. Which feature should they enable?

Accepted Answer

Relationship Intelligence (Sales Insights). Option B is correct because Relationship Intelligence (Sales Insights) provides AI-driven engagement data, including email opens and link clicks, directly on the contact record. This feature uses machine learning to surface the most relevant customer interactions without requiring manual logging, enabling salespeople to prioritize follow-ups based on actual engagement signals.

Answer

Timeline

Answer

Copilot for Sales

Answer

Activity Feeds

Question 15

A sales manager wants to view a real-time dashboard showing the number of open opportunities, won deals this month, and the sales pipeline value. Which tool should they use?

Accepted Answer

Dashboard. A dashboard in Dynamics 365 Sales is the correct tool because it provides a real-time, graphical view of key sales metrics, including open opportunities, won deals this month, and pipeline value. Dashboards aggregate data from multiple charts and lists into a single, customizable interface that refreshes automatically, making them ideal for monitoring live performance indicators.

Answer

Advanced Find

Answer

Report

Answer

Chart

Question 16

The exhibit shows a Power Automate flow triggered when a lead is created. The lead source option set values are: 1=Phone, 2=Web, 3=Referral. A lead with source 'Referral' is created. What will happen?

Accepted Answer

An email is sent to the manager requesting assignment. The flow is triggered when a lead is created, and the condition checks if the lead source equals 'Referral' (value 3). Since the lead source is 'Referral', the condition is true, and the flow proceeds to the 'Send an email' action, which sends an email to the manager requesting assignment. The lead is not directly assigned by the flow; only the email notification is sent.

Answer

The lead is assigned to the manager

Answer

The flow does not run because the lead source is not Web

Answer

The lead is assigned to the sales team

Question 17

A sales manager wants to view key performance indicators like win rate and average deal size for each salesperson. Which dashboard should they use in Dynamics 365 Sales?

Accepted Answer

Sales Manager Dashboard. The Sales Manager Dashboard in Dynamics 365 Sales is specifically designed for sales managers to monitor team performance, including key performance indicators (KPIs) such as win rate and average deal size per salesperson. It provides aggregated views and drill-down capabilities into individual salesperson metrics, making it the correct choice for this scenario.

Answer

Customer Dashboard

Answer

Sales Dashboard

Answer

Opportunity Dashboard

Question 18

A sales rep needs to quickly find a relevant document or presentation to send to a prospect during a call. Which feature in Dynamics 365 Sales allows them to access recommended content?

Accepted Answer

Content suggestions (Sales Insights). Content suggestions (Sales Insights) is the correct answer because it uses AI to analyze the context of a sales call, such as the prospect's name or company, and automatically recommends relevant documents, presentations, or emails from the CRM. This feature is specifically designed to help sales reps quickly find and share content without manual searching, directly addressing the need during a live call.

Answer

OneDrive for Business

Answer

SharePoint document libraries

Answer

Relationship assistant

Question 19

A sales manager wants to ensure that sales reps automatically receive a notification when a high-value opportunity is created. The system should also suggest the next best action based on historical data. Which feature should the administrator configure?

Accepted Answer

Sales Accelerator with AI suggestions. Option A is correct because Sales Accelerator with AI suggestions uses machine learning models to analyze historical data and automatically trigger notifications when high-value opportunities are created. It then surfaces the next best action (e.g., call, email, or task) directly in the seller's worklist, enabling proactive engagement without manual configuration of rules or sequences.

Answer

Playbooks

Answer

Sequence Designer

Answer

Copilot for Sales

Question 20

Which THREE steps are required when configuring a Business Process Flow for opportunities in Dynamics 365 Sales?

Accepted Answer

Define the stages and steps. Defining the stages and steps is a core requirement when configuring a Business Process Flow (BPF) for opportunities, as it structures the sales process into logical phases (e.g., Qualify, Develop, Propose) and specifies the sequence of actions (steps) that users must complete. Without this foundational step, the BPF cannot guide users through the opportunity lifecycle.

Answer

Create a workflow to trigger on stage change

Answer

Configure connection roles for the opportunity

MB-910 Practice Test 5 — 25 Questions

Exhibit

MB-910 Practice Test 5 — 25 Questions

Exhibit