MB-910 Practice Test 26 — 15 Questions

Question 1

An agent needs to transfer a chat conversation to a subject matter expert without losing context. Which Dynamics 365 Customer Service feature enables this?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service supports consultative transfers that preserve conversation history. Option A is incorrect because Knowledge Base is used for accessing articles, not for transferring conversations. Option B is incorrect because Dynamics 365 Copilot is an AI assistant, not a transfer feature. Option C is incorrect because Service Level Agreement (SLA) defines response time targets, not conversation transfer.

Answer

Knowledge Base

Answer

Dynamics 365 Copilot

Answer

Service Level Agreement (SLA)

Question 2

A customer service agent needs to quickly access a knowledge article while on a call. What feature in Dynamics 365 Customer Service allows the agent to view relevant articles without leaving the case form?

Accepted Answer

Knowledge Base Search. Knowledge Base Search is integrated into the case form, allowing agents to find relevant articles without leaving the form. Option A is wrong because Omnichannel for Customer Service is for managing communication channels, not for knowledge articles. Option B is wrong because Dynamics 365 Copilot is an AI assistant, not specifically designed for knowledge article search. Option D is wrong because Customer Service Insights is an analytics tool, not for real-time article access.

Answer

Omnichannel for Customer Service

Answer

Dynamics 365 Copilot

Answer

Customer Service Insights

Question 3

Based on the exhibit, what does the Revenue field represent?

Accepted Answer

Expected revenue based on probability. The Revenue field in Dynamics 365 Sales typically represents the expected revenue calculated as the estimated revenue multiplied by the probability. Options A, B, and C are incorrect as they do not match the definition of the Revenue field.

Answer

Total cost

Answer

Potential revenue if won

Answer

Discount amount

Question 4

Your organization uses Dynamics 365 Customer Service and wants to automatically classify incoming emails from customers into cases and prioritize them based on sentiment analysis. Which AI feature should you enable?

Accepted Answer

AI suggestions for case classification and sentiment analysis. AI suggestions for case classification and sentiment analysis are part of the AI capabilities in Dynamics 365 Customer Service that automatically classify incoming emails into cases and prioritize them based on sentiment. Option A is incorrect because Copilot for Service provides suggestions to agents, not automatic classification and prioritization. Option B is incorrect because Customer Service Insights provides analytics and insights, not automatic case classification. Option D is incorrect because Omnichannel intelligent routing routes conversations to the appropriate queue but does not classify emails into cases automatically.

Answer

Copilot for Service

Answer

Customer Service Insights

Answer

Omnichannel intelligent routing

Question 5

Your organization wants to enforce a consistent sales process by requiring sales reps to move opportunities through predefined stages (e.g., Qualify -> Develop -> Propose). What should you configure?

Accepted Answer

Business Process Flows. Business Process Flows (Option D) are the correct choice because they enforce a consistent sales process by guiding users through predefined stages (e.g., Qualify -> Develop -> Propose) and can require data entry at each stage. Option A (Sales Pipelines) is a view that organizes opportunities but does not enforce a process. Option B (Custom entities) creates new tables for data, not process enforcement. Option C (Workflows) automates backend processes but does not provide a guided stage progression for sales reps.

Answer

Sales Pipelines

Answer

Custom entities

Answer

Workflows

Question 6

A customer service manager wants to view a real-time dashboard that shows key performance indicators like average handle time and customer satisfaction. Which out-of-the-box dashboard in Dynamics 365 Customer Service provides this?

Accepted Answer

Customer Service Operational Dashboard. The Customer Service Operational Dashboard provides real-time KPIs such as average handle time and customer satisfaction. Option A (Power BI Service Analytics) is more advanced and not an out-of-the-box dashboard. Option B (Omnichannel Historical Analytics) focuses on historical data. Option D (SLA Details) focuses on SLA performance metrics.

Answer

Power BI Service Analytics dashboard

Answer

Omnichannel Historical Analytics

Answer

SLA Details dashboard

Question 7

A sales manager wants to forecast revenue by analyzing historical win rates and deal sizes. Which out-of-the-box capability should they use?

Accepted Answer

Sales forecasting. Sales forecasting is the correct out-of-the-box capability because it allows sales managers to predict future revenue by analyzing historical win rates and deal sizes. This feature aggregates pipeline data and applies historical trends to generate forecasts, directly supporting the manager's need to analyze past performance for future revenue predictions.

Answer

Predictive scoring

Answer

Copilot for Sales

Answer

Goal management

Question 8

Your organization uses Dynamics 365 Sales. You want to automatically send a follow-up email to a customer when an opportunity is closed as won. What should you configure?

Accepted Answer

Real-time Workflow. Real-time Workflow (Option B). A Real-time Workflow in Dynamics 365 Sales can be configured to trigger automatically when an opportunity is closed as won, sending a follow-up email. Power Automate Flow (Option A) could also achieve this but is not the native Dynamics 365 automation tool intended for in-app processes. Business Process Flow (Option C) guides users through stages and does not automate email sending. Sales Sequence (Option D) defines a series of activities but does not automatically send emails based on status changes.

Answer

Power Automate Flow

Answer

Business Process Flow

Answer

Sales Sequence

Question 9

Refer to the exhibit. A Dynamics 365 Customer Service administrator configures the routing rule set shown. What will happen when a case is created for a Gold customer with Critical severity?

Accepted Answer

The case priority will be set to High.. The routing rule set applies when both conditions (Customer Type = Gold and Severity = Critical) are met, setting the priority to High. Option A is incorrect because the rule changes priority. Option B is incorrect because the rule sets High, not Low. Option C is incorrect because the rule does not block creation.

Answer

The case priority will remain unchanged.

Answer

The case priority will be set to Low.

Answer

The case will be blocked from creation.

Question 10

Your organization uses Dynamics 365 Customer Service and wants to allow customers to submit service requests via a web portal and track the status. Which feature should you implement?

Accepted Answer

Customer Service Portal. Customer Service Portal. This Power Apps portal enables customers to submit service requests (cases) and track their status through a web interface. Option A (Knowledge Base) is used for self-service article viewing, not case submission and tracking. Option B (Copilot for Service) assists agents with AI-powered suggestions, not customers. Option C (Power Automate) automates workflows but does not provide a customer-facing portal.

Answer

Knowledge Base

Answer

Copilot for Service

Answer

Power Automate

Question 11

A sales manager notices that some opportunities are stuck in the 'Proposal' stage for too long. They want to automatically escalate such opportunities to the manager if they remain in the stage for more than 10 days. What should they configure?

Accepted Answer

SLA (Service Level Agreement) with a failure action. An SLA (Service Level Agreement) with a failure action can automatically escalate an opportunity to the manager when it remains in the 'Proposal' stage for more than 10 days. Option A is incorrect because Business Process Flows guide users through a process but do not automatically escalate based on time limits. Option C is incorrect because Sales Sequences automate sequential actions but do not enforce time-based escalations. Option D is incorrect while Workflow can be used, SLA with failure action is the standard and more straightforward approach for time-based escalations in Dynamics 365 Sales.

Answer

Business Process Flow

Answer

Sales Sequence

Answer

Workflow

Question 12

A Dynamics 365 Customer Service administrator wants to improve agent productivity by automating repetitive tasks. Which THREE capabilities can be used?

Accepted Answer

Client-side scripts (JavaScript). Options A, B, and E are correct because client-side scripts (JavaScript), Power Automate flows, and macros are all capabilities in Dynamics 365 Customer Service that can automate repetitive tasks. Option C is incorrect because Service Level Agreements (SLAs) are used for tracking service targets, not for automation. Option D is incorrect because Knowledge Base is a repository for articles, not an automation tool.

Answer

Service Level Agreements

Answer

Knowledge Base

Question 13

A company has multiple product lines and wants to route cases to different support teams based on the product category. However, the product field is not always populated when a case is created via email. How can they ensure the product is automatically populated?

Accepted Answer

Configure automatic record creation rules for email-to-case. Automatic record creation rules for email-to-case can be configured to populate the product field based on keywords or content in the email, ensuring cases are automatically assigned to the correct support team. Option B is incorrect because requiring the subject line to include the product does not guarantee automatic population and adds manual effort. Option C is incorrect because queues do not have a mechanism to set field values like product; they are for routing, not field population. Option D is incorrect because while Power Automate could be used, the built-in automatic record creation rule is the more straightforward and intended solution for email-to-case scenarios.

Answer

Require the subject line to include the product

Answer

Configure the queue to assign a default product

Answer

Use Power Automate to update the case after creation

Question 14

A support team wants to use a Power Virtual Agents chatbot to handle common queries and escalate to a human agent when needed. Which integration is required?

Accepted Answer

Omnichannel for Customer Service. Power Virtual Agents chatbot can be integrated with Omnichannel for Customer Service (Option B) to enable escalation to human agents when the chatbot cannot resolve the issue. This allows a seamless handoff from the bot to a live agent. Customer Service Insights (Option A) is an analytics tool, not an integration for escalation. Knowledge Base (Option C) provides articles for self-service but does not handle escalation. Copilot (Option D) is an AI assistant but not specifically for escalation in this context.

Answer

Customer Service Insights

Answer

Knowledge Base

Answer

Copilot

Question 15

Your organization wants to allow customers to view their case history and submit new requests through a portal. Which Dynamics 365 Customer Service feature should you enable?

Accepted Answer

Customer Service portal. The Customer Service portal (Power Apps portal) enables self-service capabilities, allowing customers to view case history and submit new requests. Omnichannel for Customer Service (Option D) is for real-time agent-assisted conversations, not a self-service portal. Knowledge Base (Option B) is a repository for agents, not a customer-facing portal. Copilot (Option C) is an AI assistant for agents, not a customer-facing feature.

Answer

Knowledge Base

Answer

Copilot

Answer

Omnichannel for Customer Service