MB-910 Practice Test 28 — 15 Questions

Question 1

A support manager at a bicycle manufacturer wants to define the specific support terms a Gold-tier customer receives, including the number of hours of phone support and the response time for email cases. Which Dynamics 365 Customer Service record type should the manager configure?

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

Accepted Answer

Entitlement. Entitlements are the Dynamics 365 Customer Service records that capture exactly what support a customer is entitled to, including support channels, total support hours, and response times. Configuring an entitlement for the Gold tier lets the service team know the contractual terms and track remaining support against them as cases are created.

Answer

Service Level Agreement

Answer

Queue

Answer

Customer Service Hub dashboard

Question 2

Your company uses Dynamics 365 Sales. The sales team wants to track competitor information on opportunities. They need to record which competitors are involved in each deal and add notes about their strengths and weaknesses. Which entity should be used to capture this information?

Accepted Answer

Competitor. The Competitor entity in Dynamics 365 Sales is purpose-built to store details about competing vendors, including their strengths, weaknesses, and threats. Opportunities can be linked to one or more Competitor records via the Opportunity Competitor relationship, allowing the sales team to track which competitors are involved in each deal and capture notes. This is the standard out-of-the-box way to perform competitive analysis on opportunities.

Answer

Product

Answer

Account

Answer

Lead

Question 3

Refer to the exhibit. Bob Johnson is scheduled for a repair on March 20, 2026 (Friday) at 14:00 with a 2-hour time window. Bob's work hours end at 17:00. What is the main advantage of this time window?

Accepted Answer

It provides a specific arrival time range for the customer.. A 2-hour time window gives the customer a specific arrival range (14:00–16:00) so they know when to expect the technician, which is the primary customer-facing benefit of time windows in Field Service. It balances scheduling flexibility for the dispatcher with predictability for the customer. The window does not guarantee completion, cost, or skills — those are separate scheduling and resource attributes.

Answer

It reduces the cost of the work order.

Answer

It ensures the technician will complete the work within one visit.

Answer

It guarantees the technician has the correct skills.

Question 4

A support manager at Contoso needs to define the support terms that a customer is entitled to, such as the number of support incidents and the support channel (phone, email, or web). The manager also wants to track how many incidents have been used and when the entitlement expires. Which Dynamics 365 Customer Service entity should the manager configure?

Accepted Answer

Entitlement. Entitlements are the correct entity because they define the specific support terms a customer is entitled to, such as incident limits and support channels, and they track usage and expiration. Queues, SLAs, and cases serve different purposes: queues organize work, SLAs define response times, and cases represent individual support requests. Only entitlements directly address the need to define and monitor contractual support terms.

Answer

Case

Answer

Service Level Agreement (SLA)

Answer

Queue

Question 5

A project manager wants to track time, expenses, and project progress in Dynamics 365. Which app should they use?

Accepted Answer

Dynamics 365 Project Operations. Dynamics 365 Project Operations is the app designed for project-centric organizations, providing capabilities for time and expense tracking, project planning, resource scheduling, and progress billing. It unifies project management with financials and resourcing, making it the correct choice for a project manager tracking time, expenses, and progress.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Field Service

Question 6

Which THREE actions can be performed using Dynamics 365 Sales Hub? (Choose three.)

Accepted Answer

Create and manage quotes and orders. Option A is correct because Dynamics 365 Sales Hub provides the core sales transaction functionality to create and manage quotes, orders, and invoices directly from the sales process, converting opportunities into revenue documents. Option B is correct because Sales Hub includes AI-driven relationship analytics, such as the Relationship Health and Relationship Analytics features powered by Dynamics 365 AI, which surface insights about customer interactions and engagement. Option D is correct because managing opportunities and tracking the sales pipeline is a primary function of Sales Hub, using the Opportunity entity and pipeline views to move deals through the sales stages. Option C is not correct because product lifecycle management from design to retirement is a capability of Dynamics 365 Supply Chain Management (or engineering/manufacturing apps), not Sales Hub. Option E is not correct because creating and managing marketing segments is a function of Dynamics 365 Customer Insights - Journeys (formerly Marketing), not Sales Hub.

Answer

Manage product lifecycle from design to retirement

Answer

Create and manage marketing segments

Question 7

A company wants to use Dynamics 365 Field Service to track inventory used during service calls and automatically update stock levels. Which feature should they configure?

Accepted Answer

Inventory Management within Field Service. Inventory Management within Dynamics 365 Field Service allows technicians to record parts and products used on work orders, and it automatically adjusts inventory levels in the connected warehouse or truck stock. This feature ties consumption directly to work order completion, ensuring stock accuracy without manual reconciliation. It is the only option that specifically addresses tracking inventory used during service calls and updating stock levels.

Answer

Connected Field Service

Answer

Customer Asset management

Answer

Resource Scheduling Optimization

Question 8

A support manager wants to ensure that when a customer submits a case through the customer portal, the case is automatically assigned to the correct support team based on the product selected in the case form. The manager also wants to track the time each team takes to resolve cases. Which combination of Dynamics 365 Customer Service features should the manager use?

Accepted Answer

Queues and routing rules. Queues and routing rules are the correct features because they evaluate case attributes, such as the product, and automatically route the case to a designated queue. From there, team members can work on the case, and the system tracks resolution times per queue or team. Entitlements, SLAs, playbooks, and surveys serve different purposes and do not provide automatic product-based routing.

Answer

Entitlements and Service Level Agreements

Answer

Customer Voice and surveys

Answer

Playbooks and business process flows

Question 9

Your organization uses Dynamics 365 Sales and wants to ensure that sales representatives follow a consistent process when moving opportunities from qualification to proposal. What should you configure?

Accepted Answer

Business Process Flow. A Business Process Flow (BPF) in Dynamics 365 Sales provides a guided, stage-based path that enforces a consistent sequence of steps as users move a record through stages such as Qualify, Develop, and Propose. It is purpose-built to standardize sales stages and required fields at each stage. This directly matches the requirement to ensure reps follow a consistent process from qualification to proposal.

Answer

Custom Workflow

Answer

Service Level Agreement (SLA)

Answer

Sales Sequence

Question 10

A support manager at a company using Dynamics 365 Customer Service wants to ensure that when a customer replies to an email about an existing case, the reply is automatically linked to that case instead of creating a new one. Which feature should the manager configure?

Accepted Answer

Case email tracking token. The case email tracking token is the supported mechanism for tying an email reply back to its originating case. When enabled, the token is embedded in outbound case email and recognized on inbound replies, so the reply is added to the case conversation rather than spawning a new case. Record creation rules and routing features operate at different stages and do not provide this reply-level linkage.

Answer

Unified routing with sentiment-based assignment

Answer

Email to case with smart matching

Answer

Automatic record creation and update rules

Question 11

You are a customer service manager at a healthcare company that handles sensitive patient inquiries. You need to ensure that agents can only see cases for patients in their region, and that all case activities are logged for compliance. Which Dynamics 365 Customer Service feature should you configure?

Accepted Answer

Business units and security roles. Business units and security roles are the primary mechanism in Dynamics 365 Customer Service for controlling record-level access. By structuring business units by region and assigning security roles with business unit-level scope, you ensure agents only see cases for their region. This also supports compliance through auditing. Other features like field-level security, entitlements, and routing do not restrict which case records an agent can access.

Answer

Field-level security on the Case entity

Answer

Unified routing and queues

Answer

Entitlements and SLAs

Question 12

A field service company needs technicians to capture photos of completed repairs and attach them to work orders while working offline at remote sites. Which Dynamics 365 Field Service mobile capability supports this requirement?

Accepted Answer

Dynamics 365 Field Service mobile app with offline data sync. The Field Service mobile app is specifically designed for technicians in the field, with offline data sync that lets them work without connectivity and later synchronize photos, notes, and status changes. The web app, Teams integration, and Power BI are all online-oriented and cannot fulfill the offline photo capture requirement.

Answer

Microsoft Teams integration for work orders

Answer

Power BI work order analytics dashboard

Answer

Field Service web app in a browser

Question 13

An organization wants to give agents a single interface where they can work on multiple customer conversations from chat, email, and social channels simultaneously, with each conversation in its own session and the ability to switch between them without losing context. Which Dynamics 365 Customer Service capability should be implemented?

Accepted Answer

Customer Service workspace with multiple session tabs. Customer Service workspace is the agent experience built for multichannel work, allowing multiple sessions to be open at once, each with its own tabs and context. This directly meets the need to handle chat, email, and social conversations simultaneously without losing state. Routing and hub features address different concerns, such as distribution and case management, and do not provide the multi-session agent interface described.

Answer

Omnichannel for Customer Service with a single session limit

Answer

Unified routing with skill-based assignment only

Answer

Customer Service Hub with a single session

Question 14

A company wants to measure whether its support team is meeting contractual response times for different customer tiers. The service manager needs to define different response times for Gold, Silver, and Bronze customers and track whether cases for each tier are responded to within the agreed time. Which Dynamics 365 Customer Service feature should the manager configure?

Accepted Answer

Service Level Agreements (SLAs). Service Level Agreements (SLAs) are the correct feature because they allow the definition of KPIs such as first response time and resolution time, and they can be applied to cases based on conditions like customer tier. By creating separate SLA items for Gold, Silver, and Bronze, the manager can track whether each tier receives timely responses. Entitlements, routing rules, and surveys do not provide this time-tracking capability.

Answer

Routing rules

Answer

Entitlements

Answer

Customer Voice surveys

Question 15

You are reviewing the activity mapping configuration. The source system is Salesforce, and the target is Customer Insights. The mapping specifies that the CustomerId field is mapped from AccountId. What is the purpose of this mapping?

Accepted Answer

To specify which field in Salesforce corresponds to the customer identifier in the activity. Option D is correct because activity mapping in Customer Insights uses a source field (here Salesforce's AccountId) to identify which customer profile the activity belongs to, so the mapping tells the system which Salesforce field supplies the customer identifier for the activity record. The CustomerId field in the target is thus populated from AccountId to link the activity to the right unified customer. Option A is wrong because relationship definitions between source and Customer Insights profiles are configured separately, not through an activity field mapping. Option B is wrong because the mapping goes from AccountId to CustomerId, not from UnifiedCustomerId to AccountId. Option C is wrong because this mapping does not create a new Purchase activity-to-Customer entity relationship; it only specifies the source field used as the customer identifier.

Answer

To define the relationship between Salesforce and Customer Insights customer profiles

Answer

To map the UnifiedCustomerId to the Salesforce AccountId

Answer

To create a new relationship between the Purchase activity and the Customer entity