MB-910 Practice Test 27 — 15 Questions

Question 1

Which TWO features in Dynamics 365 Customer Service help improve agent productivity? (Choose TWO.)

Accepted Answer

Knowledge article suggestions. Knowledge article suggestions (Option B) improve agent productivity by automatically surfacing relevant knowledge base articles while agents are working on a case, reducing search time and enabling faster resolution. Case routing rules (Option E) enhance productivity by automatically assigning cases to the most appropriate agent or queue based on predefined criteria, eliminating manual triage.

Answer

Lead scoring

Answer

Email campaign management

Answer

Marketing segmentation

Question 2

A salesperson needs to quickly generate a proposal from an opportunity in Dynamics 365 Sales. What is the recommended way?

Accepted Answer

Create a Quote from the opportunity. Creating a Quote directly from an opportunity is the recommended way to generate a proposal in Dynamics 365 Sales. The Quote entity inherits products, price list, and customer details from the opportunity, and it supports revision, activation, and conversion to an order or invoice. This maintains data integrity across the sales lifecycle.

Answer

Export opportunity data to Power BI

Answer

Use a Word template

Answer

Ask Copilot for Sales to write the proposal

Question 3

A dispatcher needs to see all open work orders on a map and manually assign them to available technicians. Which tool should they use?

Accepted Answer

Schedule board. The Schedule Board in Dynamics 365 Field Service is the primary dispatcher tool for visualizing open work orders and resource availability, and for manually assigning work to technicians via drag-and-drop. It provides a map view, resource cells, and requirement panels that support manual scheduling decisions.

Answer

Resource Scheduling Optimization

Answer

Customer Service Admin Center

Answer

Field Service Mobile App

Question 4

An administrator notices that customer profiles in Dynamics 365 Customer Insights have duplicate records after data unification. What should they do to resolve this?

Accepted Answer

Adjust the deduplication rules. Deduplication rules in Dynamics 365 Customer Insights define how the system identifies and merges duplicate records during data unification. If duplicates remain after unification, adjusting these rules—such as modifying match conditions, similarity thresholds, or priority order—allows the system to correctly consolidate duplicate customer profiles without losing data or requiring a full re-run.

Answer

Add a custom field

Answer

Delete one of the data sources

Answer

Re-run data unification

Question 5

A sales rep at Contoso uses Dynamics 365 Sales. They need to quickly find all opportunities that are in the 'Proposal' stage and have an estimated revenue greater than $50,000. What is the most efficient way to accomplish this?

Accepted Answer

Use Advanced Find to create a query with filters on Stage and Estimated Revenue.. Advanced Find allows users to define criteria on multiple fields, such as Stage and Estimated Revenue, and retrieve matching records. It is the most efficient built-in tool for ad-hoc queries in Dynamics 365 Sales, providing immediate results that can be saved as views.

Answer

Use the search box to type 'Proposal' and '$50,000'.

Answer

Export all opportunities to Excel and then filter the data.

Answer

Create a personal view that sorts opportunities by revenue.

Question 6

A sales representative needs to view the latest interaction history with a customer before a meeting. Which Dynamics 365 app provides a timeline of emails, calls, and appointments directly on the contact record?

Accepted Answer

Dynamics 365 Sales. Dynamics 365 Sales is the CRM application that surfaces a contact record with an integrated timeline showing emails, phone calls, appointments, and other activities in chronological order. Sales reps use this timeline view to quickly review the full interaction history before a customer meeting. The other apps listed serve different purposes and do not provide this sales-focused contact timeline.

Answer

Power Apps

Answer

Customer Service Workspace

Answer

Customer Insights

Question 7

Which THREE are benefits of using Dynamics 365 Customer Insights? (Choose three.)

Accepted Answer

AI-driven insights. Dynamics 365 Customer Insights leverages AI-driven insights to analyze customer data and predict behaviors, such as churn risk or next best action, using built-in machine learning models. This enables businesses to proactively engage customers based on data-driven predictions rather than reactive measures.

Answer

Inventory management

Answer

Automated invoice generation

Question 8

You are a customer service manager at a utility company. You need to define the support terms that a customer is entitled to, including the number of support incidents and the response times based on the customer's service level agreement. Which Dynamics 365 Customer Service feature should you configure?

Accepted Answer

Entitlements. Entitlements are the Dynamics 365 Customer Service feature specifically designed to define support terms such as the number of support incidents and response times based on a customer's service level agreement. They enable organizations to enforce and track these terms directly on cases, ensuring that customers receive the support they are entitled to.

Answer

Queues

Answer

Service Level Agreements (SLAs)

Answer

Contracts

Question 9

A sales manager at Adventure Works notices that sellers frequently create opportunities for leads that were never properly qualified, leading to clutter and inaccurate forecasts. The manager wants to enforce a single, consistent path that every seller must follow from lead creation through opportunity close, including required stages and mandatory fields at each stage. Which approach should the manager use?

Accepted Answer

Combine lead qualification and opportunity stages into one business process flow by adding the Opportunity entity as a second entity in the flow. Business process flows can include multiple related entities in one flow. Adding Opportunity as a second entity to a Lead-based flow creates a single guided path covering qualification and opportunity stages, with required fields enforced per stage. A default flow per entity, a Lead-only flow, or field-level requirements each fail to enforce one continuous cross-entity process.

Answer

Rely on field-level required settings on the Opportunity entity to block unqualified leads

Answer

Configure a single business process flow on the Lead entity that spans qualification and opportunity stages

Answer

Create a business process flow and set it as the default for the Lead and Opportunity entities

Question 10

A customer service organization is implementing Dynamics 365 Customer Service. The organization wants to enable agents to collaborate on cases, share knowledge, and access relevant information without leaving the case record. Which two features should the organization use? (Choose two.)

Accepted Answer

Knowledge articles. The Timeline and Knowledge articles directly support collaboration and information sharing within a case. The Timeline provides a unified view of all interactions, allowing agents to see the full context and add notes, while Knowledge articles allow agents to search for and apply relevant information without leaving the case record. Together, they enable efficient collaboration and access to information.

Answer

Entitlements

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Queues

Answer

Service level agreements (SLAs)

Question 11

A customer service agent needs to quickly access a customer's previous support tickets, order history, and live chat transcripts without switching between applications. Which feature should the administrator enable?

Accepted Answer

Enable Customer Service workspace. The Customer Service workspace provides a unified agent experience with all relevant customer data in one interface. Copilot is an AI assistant, not a unified interface. Omnichannel for Customer Service handles multiple communication channels but doesn't aggregate all history. Power Automate is for automation.

Answer

Enable Omnichannel for Customer Service

Answer

Enable Copilot for Service

Answer

Enable Power Automate flows

Question 12

Which TWO capabilities are part of Dynamics 365 Marketing? (Choose TWO.)

Accepted Answer

Customer Journeys. Customer Journeys is a core capability of Dynamics 365 Marketing that allows marketers to design, automate, and orchestrate multi-step, cross-channel marketing campaigns (e.g., email, SMS, push notifications) based on customer behaviors and triggers. It uses a visual canvas to define segments, conditions, and actions, enabling personalized engagement at scale.

Answer

Opportunity Management

Answer

Case Resolution

Answer

Inventory Tracking

Question 13

Which TWO apps are part of Dynamics 365 Customer Engagement? (Choose two.)

Accepted Answer

Dynamics 365 Customer Service. Dynamics 365 Customer Service (Option C) is a core customer engagement app that manages cases, service-level agreements, and omnichannel interactions. Dynamics 365 Sales (Option E) is another core customer engagement app that tracks leads, opportunities, and sales pipelines. Both are part of the Dynamics 365 Customer Engagement family, which focuses on front-office processes like sales, service, and marketing.

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Project Operations

Answer

Dynamics 365 Finance

Question 14

A sales director wants to analyze which products are most frequently included in won opportunities over the last quarter. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Opportunity Product entity with Advanced Find. The Opportunity Product entity contains line items for each product on an opportunity. By querying this entity with Advanced Find, filtering for won opportunities in the last quarter, and grouping by product, the sales director can determine which products appear most frequently. This is a direct and efficient use of built-in tools.

Answer

Goal Management

Answer

Product Catalog

Answer

Sales Literature

Question 15

Which TWO features are part of Dynamics 365 Field Service? (Choose two.)

Accepted Answer

Work order management. Work order management (A) is a core capability of Dynamics 365 Field Service, as it lets organizations create, dispatch, track, and close work orders that describe the service tasks technicians must perform at customer locations. Resource scheduling (B) is also fundamental to Field Service, using the scheduling engine and Resource Scheduling Optimization to match the right technicians, equipment, and skills to work orders based on availability, location, and priority. Sales management (C) belongs to Dynamics 365 Sales, not Field Service, since it covers leads, opportunities, and pipeline management. Marketing automation (D) is provided by Dynamics 365 Marketing (Customer Insights - Journeys), which handles campaigns and customer journeys rather than field service operations. Warehouse management (E) is part of Dynamics 365 Supply Chain Management, dealing with inventory, receiving, and shipping inside warehouses, not on-site service delivery.

Answer

Sales management

Answer

Marketing automation

Answer

Warehouse management