MB-910 Practice Test 26 — 15 Questions

Question 1

A marketing manager wants to create automated email journeys triggered by customer actions. Which Dynamics 365 Marketing feature should they use?

Accepted Answer

Customer Journey. Customer Journeys in Dynamics 365 Marketing are the feature designed to orchestrate automated, multi-step email (and other channel) flows triggered by customer actions such as form submissions, link clicks, or event registrations. The journey designer lets marketers define triggers, wait steps, and branching logic, so A is the correct answer.

Answer

Segmentation

Answer

Marketing Insights

Answer

Email Marketing

Question 2

A customer insights administrator at a telecom company needs to ensure that customer data from their billing system and support system are merged into a single customer profile. The data includes customer names, email addresses, and phone numbers. Some customers have different email addresses in each system but the same phone number. Which feature in Dynamics 365 Customer Insights – Data should the administrator configure to achieve this?

Accepted Answer

Data unification (match and merge). Data unification with match and merge rules is the correct feature to merge customer records from multiple sources into a single profile. It allows defining match criteria, such as phone number, to identify duplicates and merge them. Other features like data sources, relationships, and measures serve different purposes and do not perform unification.

Answer

Data sources

Answer

Measures

Answer

Relationships

Question 3

A customer insights administrator is configuring a new data source in Dynamics 365 Customer Insights – Data. The source is an Azure SQL Database that contains customer records with fields such as CustomerID, Name, Email, and Phone. The administrator needs to ensure that the data is ingested correctly and can be used for unification. Which step should they take first after creating the data source?

Accepted Answer

Select the tables and fields to ingest, and define primary keys.. The first step after creating a data source is to select the tables and fields to ingest and define primary keys. This ensures that data is correctly structured for subsequent unification and analysis. Match and merge rules, refresh schedules, and segments come later in the process.

Answer

Set up a refresh schedule for the data source.

Answer

Configure match and merge rules for unification.

Answer

Create segments using the ingested data.

Question 4

A customer insights administrator at an insurance company wants to enrich unified customer profiles with demographic and interest data from a third-party provider. The administrator needs a supported, no-code way to bring in this external data on a recurring basis. What should the administrator do?

Accepted Answer

Use the Enrichment feature in Customer Insights - Data and select a partner enrichment source.. The Enrichment feature in Customer Insights - Data is purpose-built to append partner-provided attributes to unified profiles on a recurring basis without custom code. Manual CSV edits, direct writes, and treating the provider as an ordinary source do not deliver supported, automated enrichment.

Answer

Add the third-party provider as a new data source and map its fields to the CustomerId field.

Answer

Create a Power Automate flow that writes third-party data directly into the unified customer profile entity.

Answer

Export unified profiles to a CSV file and manually append demographic columns each month.

Question 5

A customer experience manager at an online outdoor gear retailer wants to view a single, unified profile for each shopper that combines the shopper's recent web orders, loyalty point balance, and support ticket history. The company already ingests data from its e-commerce platform, loyalty system, and customer service platform into Dynamics 365 Customer Insights - Data. Where should the manager go to view these unified customer profiles?

Accepted Answer

Customer profiles page under Data > Customers in Customer Insights - Data. Unified customer profiles are viewed on the Customer profiles page in Customer Insights - Data. That page consolidates data from all ingested sources after unification, allowing a manager to see a single view of a shopper, including orders, loyalty balance, and support history. The other pages manage segments, measures, or data source connections, and do not display the merged individual profile.

Answer

Measures page under Insights > Measures in Customer Insights - Data

Answer

Segments page under Insights > Segments in Customer Insights - Data

Answer

Data sources page under Data > Data sources in Customer Insights - Data

Question 6

A marketing team at a global retailer is using Dynamics 365 Customer Insights to create segments for personalized campaigns. They want to build a segment that includes customers who have made a purchase in the last 30 days AND have a loyalty tier of Gold OR Platinum. Which two segment builder features should they use to achieve this? (Choose two.)

Accepted Answer

Customer attributes to filter on loyalty tier and last purchase date. To build a segment with conditions on purchase recency and loyalty tier combined with AND/OR, you need customer attributes to filter on those fields and set operators to combine them logically. Attributes provide the data points, while set operators allow the AND between recency and the OR between tiers. Together, they enable the precise segment definition required.

Answer

AI-driven suggestions to automatically generate segment rules

Answer

Measures to calculate aggregated values like total spend

Answer

Export destinations to send segment data to marketing platforms

Question 7

A business analyst is exploring Dynamics 365 Customer Insights - Data and wants to understand how the system handles customer data from multiple sources. They ask: what is the primary purpose of the unification process?

Accepted Answer

To create a single, unified customer profile by merging duplicate records from different sources.. The unification process in Customer Insights - Data is specifically for matching and merging customer records from multiple sources to create a single, comprehensive profile. This enables a complete view of each customer, which is essential for segmentation, personalization, and analytics. Other activities like transformation, data quality, and KPI calculation are separate steps.

Answer

To calculate key performance indicators (KPIs) from customer data.

Answer

To enforce data quality rules and remove invalid records.

Answer

To transform raw data into a standardized format for reporting.

Question 8

A sales organization uses Dynamics 365 Sales. A sales manager needs a visual, interactive view of opportunities grouped by estimated close date and sales stage so that reps can drag opportunities between stages directly from the view. The manager also wants the view to refresh automatically as records change. Which feature should the manager use?

Accepted Answer

Pipeline view. The pipeline view is the native interactive board in Dynamics 365 Sales. It groups opportunity cards into stage columns, supports dragging cards to change stages, and updates automatically as records change. The other options are either analytics applications, work-sequencing tools, or document repositories, none of which provide a drag-and-drop, auto-refreshing opportunity board grouped by stage and close date.

Answer

Sales Analytics for Dynamics 365

Answer

Sales Accelerator

Answer

Sales Literature

Question 9

A technician is assigned a work order that requires a specific replacement part. The part is currently out of stock in the warehouse. Which Dynamics 365 Field Service feature can help the technician complete the job by finding the part from another nearby warehouse?

Accepted Answer

Inventory Transfer. Inventory Transfer in Dynamics 365 Field Service moves stock from one warehouse to another, allowing the technician to source the required part from a nearby warehouse that has it in stock. This directly addresses the out-of-stock scenario by relocating inventory rather than purchasing or returning it. It is the feature designed for inter-warehouse stock movement.

Answer

Purchase Order

Answer

Return Merchandise Authorization (RMA)

Answer

Schedule Board

Question 10

Your organization is migrating from an on-premises CRM to Dynamics 365 Sales. You need to ensure that sales representatives can access their work offline on mobile devices. Which capability should you configure?

Accepted Answer

Dynamics 365 mobile app with offline synchronization. The Dynamics 365 mobile app includes built-in offline synchronization capabilities, allowing sales representatives to access and modify data offline on mobile devices. This is the native solution for offline access in Dynamics 365 Sales. Configuring offline sync settings in Dynamics 365 for Outlook is for the desktop Outlook client, not mobile devices.

Answer

Offline Sync settings in Dynamics 365 for Outlook

Answer

Dynamics 365 Remote Assist

Answer

Power Apps mobile with Dynamics 365 connector

Question 11

A technician uses the Dynamics 365 Field Service Mobile app to complete a work order. After finishing the work, what must the technician do to update the work order status?

Accepted Answer

Update the work order status directly in the mobile app.. The Dynamics 365 Field Service Mobile app is designed for offline-capable, in-the-field updates, including work order status changes, time entries, and notes. Technicians can update the work order status directly in the app, and changes sync to the Dataverse backend when connectivity is available. This is the intended workflow for field technicians.

Answer

Log into the Dynamics 365 web interface from a desktop.

Answer

Call the dispatcher to report completion.

Answer

Send an email to the customer with a completion note.

Question 12

A sales representative at Contoso uses Dynamics 365 Sales and needs to track a new prospect who has expressed interest but is not yet qualified. The rep wants to store the prospect's contact details, company name, and estimated budget in a single record that can later be converted into an opportunity. Which record type should the sales representative create?

Accepted Answer

Lead. A lead is the correct record type for capturing unqualified prospects. It holds contact and company details, estimated budget, and provides a qualification process that converts the lead into an account, contact, and opportunity. Using a lead ensures the prospect is tracked appropriately before entering the sales pipeline, aligning with the standard Dynamics 365 Sales process.

Answer

Opportunity

Answer

Quote

Answer

Contact

Question 13

A marketer creates the segment shown. Which customers will be included?

Accepted Answer

Customers with TotalSpend more than 5000. The segment shown uses a condition that filters customers based on the 'TotalSpend' attribute being greater than 5000. In Dynamics 365 Customer Insights, segments are built using attribute conditions, and the operator 'greater than' (>) includes only records where the numeric value exceeds the specified threshold. Therefore, customers with a TotalSpend value above 5000 are included in the segment.

Answer

Customers with TotalSpend less than 5000

Answer

All customers with any TotalSpend

Answer

Customers with TotalSpend exactly 5000

Question 14

Refer to the exhibit. The work order WO-00123 is scheduled for March 15, 2026, which is a Sunday. John Doe's work hours are Monday-Friday. What will happen when the system attempts to assign this work order?

Accepted Answer

The system will flag a scheduling conflict because the date is outside John's work hours.. Dynamics 365 Field Service scheduling respects the technician's configured work hours (a Bookable Resource's work hours calendar). When a work order is scheduled outside those hours — such as a Sunday for a Monday–Friday technician — the system flags a scheduling conflict rather than silently assigning it. This ensures dispatchers are alerted to make adjustments.

Answer

The system will automatically adjust John's work hours to include Sunday.

Answer

The system will ignore work hours due to the high priority and assign the work order.

Answer

The system will assign the work order as scheduled.

Question 15

A sales representative at a company using Dynamics 365 Sales has just finished a phone call with a prospect and wants to record the conversation details and link it to the associated lead. The rep needs the activity to appear on the lead's timeline. Which activity type should the rep create?

Accepted Answer

Phone Call. A Phone Call activity is the appropriate record for logging a completed phone conversation. It includes call-specific fields and can be associated with a lead so the interaction appears on the timeline. Choosing the correct activity type keeps the customer record accurate and supports reliable activity reporting in Dynamics 365 Sales.

Answer

Task

Answer

Appointment

Answer

Email