MB-910 Practice Test 3 — 10 Questions

Question 1

A user wants to export a segment of high-value customers from Customer Insights to Dynamics 365 Marketing to send a campaign. What is the recommended way to do this?

Accepted Answer

Use the Dynamics 365 Marketing connector. The Dynamics 365 Marketing connector is the recommended, native integration between Customer Insights and Dynamics 365 Marketing. It enables direct, real-time export of customer segments without manual steps, preserving data integrity and supporting automated campaign triggers. This built-in connector is the designed path for high-volume, low-latency segment sharing.

Answer

Use the Customer Insights API

Answer

Export the segment as a CSV file and import it

Answer

Use Power Automate to copy data

Question 2

Your organization uses Dynamics 365 Sales. You need to ensure that sales representatives can quickly create a quote from an existing opportunity. What should you use?

Accepted Answer

Generate Quote from opportunity. In Dynamics 365 Sales, the 'Generate Quote from opportunity' feature allows sales representatives to create a quote directly from an existing opportunity by automatically populating the quote with the opportunity's products, pricing, and customer details. This streamlines the sales process and ensures data consistency, eliminating the need for manual data entry.

Answer

Sales Literature

Answer

Product Catalog

Answer

Create a new quote manually

Question 3

A customer service supervisor wants to view real-time dashboards showing key metrics like average handle time and customer satisfaction scores. Which tool should the supervisor use?

Accepted Answer

Customer Service Insights. Customer Service Insights provides real-time dashboards with KPIs such as average handle time and customer satisfaction scores. Option A is wrong because Copilot for Service offers AI-assisted suggestions during interactions, not dashboards. Option B is wrong because Unified Routing distributes incoming work items to agents, not analytics. Option D is wrong because Service Scheduling manages appointments and service activities, not metrics.

Answer

Copilot for Service

Answer

Unified Routing

Answer

Service Scheduling

Question 4

A financial services company uses Dynamics 365 Customer Insights to generate a 360-degree view of customers. They want to use AI to predict which customers are likely to churn in the next 30 days. What should they configure?

Accepted Answer

Enable the churn prediction model in the AI insights module. The churn prediction model in the AI insights module is the correct configuration because Dynamics 365 Customer Insights provides prebuilt AI models, including a churn prediction model, that analyze customer data (e.g., interactions, transactions, and engagement) to predict which customers are likely to churn within a specified time frame, such as 30 days. This model uses machine learning to identify patterns and assign a churn score, enabling proactive retention efforts.

Answer

Define a measure to calculate average transaction amount

Answer

Create a static segment based on past churn behavior

Answer

Add enrichment data from external demographics

Question 5

A marketing team uses Dynamics 365 Customer Insights to create segments for targeted campaigns. They have a segment of 'High Value Customers' defined as those with a lifetime value in the top 20%. After a recent campaign, they want to evaluate the return on investment (ROI) for this segment. Which feature should they use to measure the campaign's impact on these customers?

Accepted Answer

Use the built-in measures and analytics to compare segment performance before and after the campaign. Dynamics 365 Customer Insights provides built-in measures and analytics that allow you to compare key performance indicators (KPIs) for a segment before and after a campaign. This directly enables ROI calculation by measuring changes in metrics like revenue or engagement specifically for the 'High Value Customers' segment, without needing external data ingestion or predictive models.

Answer

Ingest campaign interaction data from external sources

Answer

Enrich profiles with demographic data

Answer

Build a churn prediction model

Question 6

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

Accepted Answer

Summarize a case conversation for a handoff.. Copilot in Dynamics 365 Customer Service can summarize a case conversation, including key details and resolution steps, to provide a concise handoff summary for another agent or supervisor. This leverages generative AI to extract relevant information from the conversation history, reducing manual effort and ensuring continuity during case transfers.

Answer

Create a new knowledge article from scratch.

Answer

Update the routing rule for high-priority cases.

Answer

Generate a real-time dashboard of case metrics.

Question 7

Refer to the exhibit. A Dynamics 365 Customer Service administrator created the above routing rule set for cases. A new case is created with priority code 2 (Normal) and no customer specified. To which queue will the case be routed?

Accepted Answer

General Support Queue. The first rule requires priority code 1 (High) and a non-null customer; the case does not meet these conditions (priority 2, no customer). Therefore, it falls to the default rule (no conditions) which routes to 'General Support Queue'.

Answer

Holiday Hours Queue

Answer

No queue; case remains unassigned

Answer

Premium Support Queue

Question 8

Refer to the exhibit. The routing rule is configured but cases with priority 1 are not being routed to the HighPriorityQueue. What is the most likely cause?

Accepted Answer

The routing rule is not published (active). In Dynamics 365 Customer Service routing, a routing rule must be published (activated) before it takes effect; an unpublished rule is saved as a draft and will not route any cases, which explains why priority 1 cases are not reaching HighPriorityQueue. The most likely cause is therefore that the rule is not published. The other options describe conditions that would typically produce different errors or would prevent the rule from being created at all.

Answer

The queue does not exist

Answer

The JSON syntax is incorrect

Answer

Omnichannel for Customer Service is not enabled

Question 9

A field service manager notices that work orders for urgent repairs are not being dispatched promptly. The dispatcher is manually assigning work orders. What is the best way to improve dispatch efficiency?

Accepted Answer

Enable the scheduling engine to automatically assign work orders based on skills, location, and availability.. Dynamics 365 Field Service includes a scheduling engine that can automatically assign work orders based on resource skills, geographic location, availability, and other constraints. Enabling this automated scheduling directly addresses the dispatcher's manual bottleneck and improves dispatch speed for urgent repairs without additional cost or headcount.

Answer

Purchase and deploy the Resource Scheduling Optimization add-in.

Answer

Train the dispatcher to use manual scheduling more quickly.

Answer

Hire more dispatchers to handle the workload.

Question 10

A company wants to use Customer Insights to send a birthday discount email to customers whose birthday is today. What should they create?

Accepted Answer

A dynamic segment with a date condition. A dynamic segment with a date condition is the correct approach because it automatically evaluates customer data each time the segment runs, selecting only those whose birthday matches today's date. This ensures the email is sent to the correct recipients on the specific day without manual intervention, leveraging Customer Insights' real-time data refresh capabilities.

Answer

A measure

Answer

A static segment

Answer

An enrichment