MB-910 Practice Test 29 — 15 Questions

Question 1

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 Field Service tracks inventory usage during service calls and automatically updates stock levels. Option A (Connected Field Service) is for IoT-enabled devices, not inventory tracking. Option B (Customer Asset management) manages customer equipment records, not inventory. Option C (Resource Scheduling Optimization) schedules resources like technicians, not inventory.

Answer

Connected Field Service

Answer

Customer Asset management

Answer

Resource Scheduling Optimization

Question 2

Refer to the exhibit. A dispatcher notices that some work orders requiring both Electrical and HVAC skills are not being scheduled. What is the most likely reason?

Accepted Answer

No technician has both Electrical and HVAC skills within the schedule window. The exhibit shows that the Resource Scheduling Optimization (RSO) is configured to minimize travel time with a maximum travel distance of 50 miles, but the schedule window is only 8 AM to 5 PM. If no technician possesses both Electrical and HVAC skills and is available within that window, the work order cannot be scheduled. Option D is correct because the combination of required skills and schedule window constraints may leave no qualified technician available. Option A is incorrect because the goal is to minimize travel time, not maximize. Option B is incorrect because the requirement is for both skills (and condition), not either (or condition). Option C is incorrect because a high maximum travel distance would make scheduling easier, not harder.

Answer

The goal is set to maximize travel time

Answer

The required skills are set as 'or' instead of 'and'

Answer

The maximum travel distance is set too high

Question 3

Your Dynamics 365 Sales environment includes a custom entity 'Competitor Record' that must be linked to opportunity records. Which type of relationship should you create between Opportunity and Competitor Record?

Accepted Answer

N:N (many-to-many). An N:N (many-to-many) relationship allows multiple competitors to be linked to multiple opportunities. Option A (N:1) would allow many opportunities to have one competitor, which is not suitable. Option B (Self-referential relationship) is for hierarchical relationships within the same entity. Option C (1:N) would allow one opportunity to have many competitors, but not the reverse.

Answer

N:1 (many-to-one)

Answer

Self-referential relationship

Answer

1:N (one-to-many)

Question 4

A technician completes a work order but discovers they need a part that is out of stock. What is the recommended way to handle this in Dynamics 365 Field Service?

Accepted Answer

Create a purchase order from the work order to procure the part.. Dynamics 365 Field Service allows creating a purchase order from the work order to procure the needed part, ensuring the part is ordered and tracked. Option B is wrong because closing the work order without resolving the part shortage leaves the issue unresolved. Option C is wrong because it is not standard practice to ask the customer to supply parts. Option D is wrong because removing the part requirement does not address the actual need.

Answer

Close the work order as completed and note the missing part.

Answer

Ask the customer to purchase the part.

Answer

Edit the work order to remove the part requirement.

Question 5

A marketing manager wants to create a customer journey that sends a welcome email, then waits 3 days, and then sends a follow-up email. Which Dynamics 365 Marketing feature should they use?

Accepted Answer

Customer Journey. (Customer Journey) is correct because the Customer Journey feature in Dynamics 365 Marketing allows marketers to design multi-step automated campaigns, such as sending a welcome email, waiting a set number of days, and then sending a follow-up email. Option B (Segment) is used to define the target audience, not to build the campaign steps. Option C (Lead scoring) prioritizes leads based on engagement, not campaign flow. Option D (Marketing form) is for capturing data on web pages, not for email sequences.

Answer

Segment

Answer

Lead scoring

Answer

Marketing form

Question 6

A customer service agent needs to find answers to common questions without leaving the case form. Which feature provides suggested knowledge articles in real time?

Accepted Answer

Knowledge article suggestions. Dynamics 365 Customer Service's knowledge article suggestions feature automatically displays relevant articles based on the case context, allowing agents to find answers without leaving the case form. Option A is incorrect because Omnichannel for Customer Service manages multiple communication channels, not article suggestions. Option B is incorrect because Copilot in Customer Service provides AI-driven assistance but does not specifically suggest knowledge articles. Option C is incorrect because Power Virtual Agents (Copilot Studio) is a chatbot builder, not a knowledge suggestion tool.

Answer

Omnichannel for Customer Service

Answer

Copilot in Customer Service

Answer

Power Virtual Agents (Copilot Studio)

Question 7

A salesperson wants to use AI to get real-time suggestions for the next best action during a customer call. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Sales Copilot. Sales Copilot provides AI-powered real-time suggestions for the next best action during customer calls. Option A (Email Engagement) is incorrect because it focuses on email tracking and analytics, not real-time suggestions. Option B (Conversation Intelligence) is incorrect because it analyzes call recordings and provides insights, but not real-time next-best-action suggestions. Option D (Relationship Analytics) is incorrect because it provides relationship health insights, not real-time suggestions during calls.

Answer

Email Engagement

Answer

Conversation Intelligence

Answer

Relationship Analytics

Question 8

A dispatcher wants to automatically assign work orders to the nearest available technician with the required skills. Which tool should they configure?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct tool because it automatically assigns work orders to the nearest available technician with the required skills, optimizing schedules based on proximity, skills, availability, and other constraints. Manual scheduling (Option B) and the Schedule Board with filters (Option C) require human intervention and do not automatically assign work orders. Connected Field Service (Option D) focuses on IoT integration and remote monitoring, not automated scheduling. Therefore, Option A is correct.

Answer

Manual scheduling using the Schedule Board

Answer

Schedule Board with filters

Answer

Connected Field Service

Question 9

Which TWO of the following are core entities in Dynamics 365 Sales?

Accepted Answer

Lead. Lead and Opportunity are core entities in Dynamics 365 Sales, used to track potential customers and sales deals. Order and Invoice are part of order processing and billing, not core sales entities. Case is primarily a customer service entity. Therefore, the correct answers are D (Lead) and E (Opportunity).

Answer

Order

Answer

Invoice

Answer

Case

Question 10

Your organization uses Dynamics 365 Sales and wants to automatically score leads based on demographic and behavioral data. Which feature should you configure?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (option D) is the correct feature because it uses machine learning to score leads based on demographic and behavioral data. Option A is incorrect because Copilot provides AI-powered suggestions and assistance, not lead scoring. Option B is incorrect because Power Automate flows are used for automating workflows, not for scoring leads. Option C is incorrect because Customer Insights is for unifying customer data from multiple sources, not for lead scoring.

Answer

Copilot

Answer

Power Automate flows

Answer

Customer Insights

Question 11

Refer to the exhibit. A work order is scheduled with a duration of 120 minutes. The technician John Doe has only the HVAC skill but not Electrical. What will happen when Resource Scheduling Optimization attempts to schedule this work order?

Accepted Answer

The work order will not be assigned to John Doe due to the missing Electrical skill.. Resource Scheduling Optimization respects skill requirements; if the required skill is missing, the technician will not be assigned. Option A is incorrect because the system does not schedule with warnings when skills are missing. Option B is incorrect because missing a required skill prevents assignment. Option C is incorrect because the system does not automatically add skills to a technician's profile.

Answer

The work order will be scheduled but with a warning.

Answer

John Doe will be assigned regardless of the missing skill.

Answer

The system will automatically add the Electrical skill to John Doe's profile.

Question 12

A support team manager notices that case resolution times have increased. The team uses Dynamics 365 Customer Service. Which feature should be implemented to provide agents with relevant knowledge articles while they work on cases?

Accepted Answer

Knowledge Base search. Knowledge Base search provides agents with relevant knowledge articles directly within the case context, helping reduce resolution times. Option A (Customer Service Insights) is for analytics, not real-time article suggestions. Option C (Copilot for Service) generates AI responses but does not specifically surface knowledge articles. Option D (Omnichannel for Customer Service) manages multiple communication channels, not article suggestions.

Answer

Customer Service Insights

Answer

Copilot for Service

Answer

Omnichannel for Customer Service

Question 13

A project manager wants to track project tasks, resources, and budgets in Dynamics 365. Which app should they use?

Accepted Answer

Dynamics 365 Project Operations. Dynamics 365 Project Operations provides project management capabilities for tracking tasks, resources, and budgets. Option B, Dynamics 365 Sales, is designed for sales processes, not project management. Option C, Dynamics 365 Customer Service, focuses on customer support. Option D, Dynamics 365 Field Service, is for field service operations.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Field Service

Question 14

A Dynamics 365 Customer Service agent needs to communicate with a customer via live chat. Which feature should the agent use?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service, because it provides live chat capabilities for real-time communication with customers. Option A, Copilot for Service, is an AI-powered assistant that helps agents but does not directly handle live chat. Option B, Knowledge Base, is a repository of articles for self-service and agent reference, not a communication channel. Option C, Customer Service Insights, is an analytics tool for monitoring performance and trends, not for live chat.

Answer

Copilot for Service

Answer

Knowledge Base

Answer

Customer Service Insights

Question 15

A customer service manager wants to automatically route cases to the appropriate agent based on skill and availability. Which Dynamics 365 Customer Service feature should they configure?

Accepted Answer

Unified Routing. Unified Routing (Option C) is correct because it automatically assigns cases to the most suitable agent based on skill and availability. Option A (Knowledge Base) is for self-service knowledge articles, not routing. Option B (Omnichannel for Customer Service) provides channel integration but does not handle skill-based routing by itself; it works with Unified Routing. Option D (SLA) defines service level targets but does not route cases.

Answer

Knowledge Base

Answer

Omnichannel for Customer Service

Answer

Service Level Agreement (SLA)