MB-910 Practice Test 27 — 15 Questions

Question 1

A company uses Dynamics 365 Customer Service and wants to provide customers with a self-service portal where they can chat with a virtual agent that can create cases and schedule callbacks. Which combination of products should they use?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Power Pages and Microsoft Copilot Studio. Power Pages provides the self-service portal, and Microsoft Copilot Studio (formerly Power Virtual Agents) provides the virtual agent that can create cases and schedule callbacks via Power Automate. Option B is incorrect because Dynamics 365 Sales is unrelated to customer service portals and virtual agents. Option C is incorrect because Customer Service workspace is an agent-facing application, not a self-service portal. Option D is incorrect because Omnichannel for Customer Service is for live agent interactions, not virtual agents.

Answer

Dynamics 365 Sales and Power Automate

Answer

Customer Service workspace and Power Automate

Answer

Power Pages and Omnichannel for Customer Service

Question 2

Refer to the exhibit. An administrator creates a queue with the above JSON configuration. What is the purpose of setting 'incomingEmailDeliveryMethod' to 2?

Accepted Answer

Use server-side synchronization. A value of 2 indicates server-side synchronization. Option A is wrong because a value of 3 indicates forwarding email to another queue. Option C is wrong because a value of 0 indicates no incoming email (disabled). Option D is wrong because a value of 1 indicates Email Router (deprecated).

Answer

Forward email to another queue

Answer

Disable incoming email

Answer

Use the Email Router

Question 3

A manager wants to analyze customer satisfaction trends over time using survey responses. Which Microsoft solution should be integrated with Dynamics 365 Customer Service?

Accepted Answer

Microsoft Dynamics 365 Customer Voice. Microsoft Dynamics 365 Customer Voice is the correct solution because it is specifically designed for creating and sending surveys and analyzing customer satisfaction data, with deep integration into Dynamics 365 Customer Service. Option A (Microsoft Power BI) is for data visualization and analytics but does not include survey creation. Option B (Microsoft Entra ID) is an identity and access management service, unrelated to surveys. Option C (Microsoft Forms) is a general-purpose survey tool but lacks the specialized integration and satisfaction analytics capabilities of Customer Voice.

Answer

Microsoft Power BI

Answer

Microsoft Entra ID

Answer

Microsoft Forms

Question 4

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 5

A customer service agent needs to quickly find answers to common customer inquiries without leaving the case form. Which feature should the administrator enable?

Accepted Answer

Add the Knowledge Base Search control to the case form. The Knowledge Base Search control can be added to the case form, enabling agents to search for and attach relevant knowledge articles without leaving the form. Option A (Configure Omnichannel for Customer Service) is incorrect because it manages multi-channel routing, not in-form article search. Option C (Enable Copilot for Service) is incorrect as it provides AI assistance but does not specifically embed article search in the case form. Option D (Enable Customer Service Insights) is incorrect because it is a reporting and analytics tool, not a search feature.

Answer

Configure Omnichannel for Customer Service

Answer

Enable Copilot for Service

Answer

Enable Customer Service Insights

Question 6

A customer service team receives high call volumes. They need a solution that suggests relevant knowledge articles to agents in real-time during a call. Which Dynamics 365 feature should be enabled?

Accepted Answer

Copilot for Service. Copilot for Service can surface knowledge articles and suggest answers in real-time during a call. Option A is wrong because Omnichannel for Customer Service routes conversations but does not suggest articles. Option C is wrong because Knowledge Management stores articles but does not proactively suggest them. Option D is wrong because Customer Voice collects feedback.

Answer

Omnichannel for Customer Service

Answer

Knowledge Management

Answer

Customer Voice

Question 7

A marketing team at a manufacturing company uses Dynamics 365 Customer Insights to target customers with personalized offers. They notice that the same customer receives multiple identical emails because the system treats each interaction as a separate profile. Which configuration step should they prioritize to resolve this issue?

Accepted Answer

Configure match rules to merge duplicate customer profiles. Duplicate customer profiles cause the same person to receive multiple identical emails. Configuring match rules in Dynamics 365 Customer Insights allows the system to identify and merge duplicate profiles based on attributes like email or name, ensuring a single unified customer view and preventing redundant communications.

Answer

Create new measures to track email engagement

Answer

Verify that all data sources are correctly connected

Answer

Add more enrichment data to improve profile completeness

Question 8

A Dynamics 365 Customer Service administrator needs to ensure that when a case is escalated, a notification is sent to the manager of the assigned agent. What is the recommended approach?

Accepted Answer

Create a Power Automate flow triggered by case escalation. Power Automate can create a flow triggered by case escalation to send an email to the manager. Option A is wrong because the timeline is for tracking activities, not sending notifications. Option B is wrong because SLA actions are limited to SLA timer events, not case escalation. Option D is wrong because while classic workflows could be used, Power Automate is the modern recommended approach for such automation.

Answer

Use the timeline to manually notify

Answer

Configure an SLA action to send email

Answer

Create a custom workflow in classic workflow

Question 9

A company uses Dynamics 365 Customer Service and wants to provide customers with a self-service portal where they can chat with a virtual agent that can create cases and schedule callbacks. Which combination of products should they use?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Email-to-Case. Email-to-Case enables automatic case creation from incoming emails and sends acknowledgment. Option A (Knowledge Base) is for self-service articles, not case creation. Option B (Service Level Agreement) sets response times, not email ingestion. Option C (Queue) is for routing cases, not email-to-case conversion. Option D (Email-to-Case) is correct as it processes emails into cases and sends acknowledgments.

Answer

Knowledge Base

Answer

Service Level Agreement (SLA)

Answer

Queue

Question 10

Which TWO actions can be performed using Copilot for Service in Dynamics 365 Customer Service?

Accepted Answer

Draft an email reply to a customer. Options A and E are correct. Copilot for Service can summarize a case history and draft email replies to customers. Option C is incorrect because creating a new SLA KPI instance is not a Copilot capability; it is a manual or automation workflow task. The other options (B and D) are also not supported by Copilot for Service.

Answer

Automatically update case status based on sentiment

Answer

Create a new SLA KPI instance

Answer

Run a Power BI report

Question 11

Refer to the exhibit. A customer service manager wants to ensure that agents can receive suggested responses to customer messages. However, the feature is not appearing in the agent interface. What is the most likely reason?

Accepted Answer

The environment is not provisioned with Copilot for Service licenses. The exhibit shows that the 'suggestedResponse' setting is enabled. However, the provisioning properties (maxMonthlyConversations and capacityType) indicate standard capacity, not Copilot for Service add-on. Suggested responses require Copilot for Service licenses to be provisioned in the environment. Without those licenses, the feature will not appear in the agent interface regardless of the setting being enabled. Therefore, the most likely reason is that the environment lacks Copilot for Service licenses (Option B). Options A and D are incorrect: aiSummaryGeneration does not override suggested responses, and the setting is enabled. Option C is incorrect because the location (eastus) supports suggested responses.

Answer

The 'aiSummaryGeneration' setting is overriding suggested responses

Answer

The location 'eastus' does not support suggested responses

Answer

The 'suggestedResponse' setting is disabled

Question 12

A company uses Dynamics 365 Field Service to manage equipment maintenance. They want to automatically generate work orders when a sensor on a machine reports an anomaly. Which feature should they use?

Accepted Answer

Connected Field Service. Connected Field Service integrates IoT data and can automatically create work orders based on device alerts. Option A (Project Operations) is for project-based work, not sensor alerts. Option B (Remote Assist) is for remote collaboration, not automation. Option D (Customer Service Hub) is for case management, not IoT-triggered work orders.

Answer

Project Operations

Answer

Remote Assist

Answer

Customer Service Hub

Question 13

A customer service agent needs to escalate a complex case to a subject matter expert (SME) in another department. What is the recommended way to transfer the case?

Accepted Answer

Use the Assign button to reassign the case to the SME or their queue. Using the 'Assign' action on the case record allows transferring ownership to another user or queue, which is the recommended method for escalation. Option B is incorrect because emailing the SME is informal, not tracked, and lacks proper audit trail. Option C is incorrect because deleting and recreating the case is inefficient and results in data loss. Option D is incorrect because attaching a knowledge article is for providing reference, not for transferring the case.

Answer

Email the SME the case details

Answer

Delete the case and ask the SME to create a new one

Answer

Attach a knowledge article to the case for the SME

Question 14

A company using Dynamics 365 Field Service wants to enable customers to schedule their own service appointments through a portal. Which solution should be used?

Accepted Answer

Customer Portal (Field Service). (Customer Portal) is correct because it is a pre-built portal specifically designed for Field Service, enabling customers to self-schedule appointments without custom development. Option B (Power Pages custom portal) is incorrect because although Power Pages can create portals, it would require extensive custom integration with Field Service, making it less efficient than the dedicated Customer Portal. Option C is incorrect because Dynamics 365 Customer Service is designed for agent-led interactions, not self-service scheduling. Option D is incorrect because Power Automate is a workflow automation tool, not a portal solution.

Answer

Power Pages custom portal

Answer

Dynamics 365 Customer Service

Answer

Power Automate

Question 15

A support agent needs to see a customer's entire interaction history across email, chat, and phone calls in one view. Which Dynamics 365 Customer Service feature provides this unified timeline?

Accepted Answer

Timeline. (Timeline) is correct because it shows all customer interactions across email, chat, and phone calls in one unified timeline view. Option A (Customer Service Insights) is wrong because it is an analytics tool for reporting, not a timeline of interactions. Option C (Knowledge Base) is wrong because it provides articles for self-service, not interaction history. Option D (Case Resolution) is wrong because it is a dialog to close a case, not a view of history.

Answer

Customer Service Insights

Answer

Knowledge Base

Answer

Case Resolution