MB-910 Practice Test 30 — 15 Questions

Question 1

You are evaluating Dynamics 365 for a retail company. The customer service manager wants agents to handle incoming cases from email, phone, and web chat within a single interface, and to see a unified view of each customer's recent purchases and past interactions. Which Dynamics 365 app should you recommend?

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

Accepted Answer

Dynamics 365 Customer Service. Dynamics 365 Customer Service is the customer engagement app built for case management and contact-center scenarios. It unifies email, phone, and chat cases in the agent workspace and provides a 360-degree view of the customer through timelines, interactions, and linked records. The other apps address sales, field operations, or marketing rather than multichannel service case handling.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Marketing

Answer

Dynamics 365 Field Service

Question 2

A marketing coordinator at a fitness studio wants to build a journey that sends a welcome email immediately after a new contact is created in Dynamics 365 Marketing, then waits three days and sends a discount offer only if the contact opened the welcome email. Which two elements must the coordinator use together to satisfy this requirement?

Accepted Answer

A trigger and an if/then branch based on the email opened interaction. The journey must begin when a contact is created, which requires a trigger, and then decide whether to send the discount based on whether the welcome email was opened, which requires an if/then branch that evaluates the email opened interaction. Together they produce the conditional follow-up the coordinator wants. Segments, forms, templates, scoring, and sales-ready triggers serve other purposes and cannot implement this specific trigger-and-branch behavior.

Answer

A lead scoring model and a sales-ready trigger

Answer

A segment and a suppression list

Answer

A customer journey template and a marketing form

Question 3

A retail company uses Dynamics 365 Customer Insights - Data to unify customer data from multiple sources. After running the data unification process, they notice that some duplicate records were not merged. Which step in the data unification process should they review to adjust the matching rules?

Accepted Answer

Match. The Match step in Dynamics 365 Customer Insights - Data is where you define and configure matching rules (e.g., fuzzy matching, exact matching, or custom conditions) to identify duplicate records across unified data sources. If duplicates were not merged, the matching rules likely need adjustment—such as lowering the confidence threshold or adding additional fields—to improve duplicate detection. Reviewing the Match step allows you to refine these rules and ensure more accurate record unification.

Answer

Ingest

Answer

Merge

Answer

Enrich

Question 4

A customer service agent receives a phone call and needs to log the interaction as an activity in Dynamics 365. Which activity type should the agent use?

Accepted Answer

Phone Call. The Phone Call activity type is specifically designed to log telephone interactions in Dynamics 365. When a customer service agent receives a phone call, they can create a Phone Call activity to record details such as the caller, duration, subject, and notes, ensuring the interaction is tracked in the timeline and linked to the relevant contact or case.

Answer

Appointment

Answer

Email

Answer

Task

Question 5

A support supervisor at a hardware company wants agents to follow a defined, repeatable set of resolution steps for warranty claims, with the steps shown on the case form and completion tracked per case. Which Dynamics 365 Customer Service capability should the supervisor configure?

Accepted Answer

A task flow or business process flow applied to the case entity. A business process flow or task flow is the Dynamics 365 Customer Service construct that renders an ordered set of stages and steps on a record's form and tracks progress per record. Applying one to cases gives agents a consistent warranty claim procedure while allowing supervisors to see how far each case has advanced through the defined steps.

Answer

Entitlements linked to the warranty product

Answer

A Service Level Agreement with a warning and failure action

Answer

Unified Routing rule sets

Question 6

You are evaluating Dynamics 365 Sales for a company that sells industrial equipment. The sales manager wants a single place where sellers can see every interaction with a customer — emails, phone calls, meetings, and notes — in one chronological view, regardless of which record the activity was logged against. Which Dynamics 365 Sales capability should you highlight?

Accepted Answer

Timeline on the customer record. The Timeline control is the native surface that consolidates activities, notes, and posts for a record into one chronological feed. Because the requirement is to see all emails, calls, meetings, and notes together without navigating between records, Timeline on the customer record is the correct capability. Price lists, territories, and goals serve pricing, ownership, and measurement purposes and do not capture interaction history.

Answer

Goal management metrics

Answer

Sales territory hierarchy

Answer

Product catalog price lists

Question 7

A regional bank's contact center uses Dynamics 365 Customer Service. Supervisors want to measure how quickly agents pick up incoming calls and how long customers wait before an agent answers, without buying additional telephony reporting tools. Which Dynamics 365 capability should they use?

Accepted Answer

Omnichannel for Customer Service real-time and historical analytics with voice metrics. Omnichannel for Customer Service provides both live and historical analytics for voice and digital channels, including speed of answer and wait-time metrics that supervisors need. Because these dashboards are part of the customer service offering, the bank can measure agent pickup and customer wait behaviour without introducing a separate telephony reporting product into its environment.

Answer

Field Service resource scheduling optimization analytics

Answer

Sales accelerator sequence completion dashboards

Answer

Customer Service Insights artificial intelligence topic clustering reports

Question 8

A business analyst wants to create a KPI that shows the average customer lifetime value for customers acquired in the last year. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Define a measure. A measure in Dynamics 365 Customer Insights is used to calculate numeric KPIs from your customer data, such as average customer lifetime value (CLV) for a specific cohort. By defining a measure with a filter for customers acquired in the last year, you can compute the exact average CLV without needing predictive models or data transformation steps.

Answer

Create a prediction model

Answer

Run data unification

Answer

Create a segment of recent customers

Question 9

A regional insurance provider uses Dynamics 365 Customer Service. The service director wants customers to interact with a virtual agent on the company website that can answer common coverage questions from existing knowledge articles and hand off to a live agent with full conversation context when it cannot resolve the issue. Which capability should the administrator implement?

Accepted Answer

Copilot Studio bot connected to the Customer Service knowledge base and configured for live agent handoff. A Copilot Studio virtual agent grounded on the knowledge base answers routine coverage questions automatically, and when confidence is low it escalates through omnichannel to a human agent while carrying the conversation transcript. Entitlements, routing workstreams, and SLAs support service operations but none of them provide conversational self-service or contextual handoff.

Answer

Unified routing workstreams with classification rules for chat

Answer

Entitlement templates with channel-based terms and conditions

Answer

Service-level agreements with pause and resume conditions

Question 10

A nonprofit organization wants to build a simple canvas app that lets volunteers register for events and writes each registration to a Microsoft Dataverse table. The organization has no developers and wants to use a drag-and-drop designer with prebuilt connectors. Which Microsoft technology should the organization use?

Accepted Answer

Power Apps canvas app. A Power Apps canvas app provides a visual, drag-and-drop designer that connects to Microsoft Dataverse, letting non-developers create a registration form that writes records to a table. Power Automate, Power BI, and Power Virtual Agents each serve automation, analytics, and conversational scenarios respectively, and none of them offers the interactive data-entry application the nonprofit requires.

Answer

Power Virtual Agents bot

Answer

Power Automate cloud flow

Answer

Power BI dashboard

Question 11

A property management company wants its field technicians to use Dynamics 365 Field Service on mobile devices while visiting rental units. The technicians need to see the required tasks and the parts needed for each repair before arriving, and dispatchers want the system to assign the closest qualified technician automatically. Which TWO capabilities should the company rely on? (Choose two.)

Accepted Answer

Incident types that define tasks, products, and services for a work order. Incident types predefine the tasks, products, and services attached to a work order so technicians see the plan and parts on the mobile app before arriving. Resource scheduling optimization then uses technician location, skills, and availability to assign and sequence those work orders automatically, removing manual dispatch and reducing travel between rental units.

Answer

Connected Field Service IoT alerts that generate work orders from device telemetry

Answer

Field Service time entry and expense capture on the mobile app

Answer

Customer Voice surveys sent after each work order is closed

Question 12

You are evaluating Dynamics 365 Customer Service for a help desk that handles cases from email, phone, and web forms. Management wants to reduce manual triage and give agents a single place to see everything related to a customer. Which TWO capabilities should you highlight as core to Customer Service? (Choose two.)

Accepted Answer

Case management with queues, SLAs, and entitlements. Customer Service centers on case management, including queues, SLAs, and entitlements that standardize and measure support work, and on knowledge management that puts searchable articles in front of agents. Together these reduce manual triage and consolidate the information an agent needs when handling a customer interaction across email, phone, and web.

Answer

Opportunity pipeline forecasting

Answer

Email marketing journeys with segmentation

Answer

Product catalog and price list configuration

Question 13

A nonprofit uses Dynamics 365 Project Operations. Program managers must see planned effort and cost for grant-funded projects, record actual time and expenses against those projects, and bill grantors using the rates defined in the grant agreement. Which set of capabilities should you configure?

Accepted Answer

Project planning with work breakdown structure, time and expense entry, and contract billing with price lists. Project Operations is the customer engagement app that covers the full project lifecycle: planning effort and cost in a work breakdown structure, capturing actual time and expenses from team members, and billing customers through contracts backed by price lists. Grant-funded programs need exactly this chain because the funder's approved rates must drive invoicing while actuals are tracked against the plan.

Answer

Customer Service cases, entitlements, and knowledge articles

Answer

Field Service work orders, agreements, and incident types

Answer

Sales opportunities, quotes, and orders with product catalog items

Question 14

Which TWO actions can be performed using the Copilot in Dynamics 365 Sales?

Accepted Answer

Draft an email reply to a customer. Option A is correct because Copilot in Dynamics 365 Sales can generate contextual email drafts and replies to customers directly from records such as leads, opportunities, and accounts, using CRM data and the user's input. Option E is correct because Copilot can summarize a sales opportunity, condensing key details like customer info, products, estimated revenue, and recent activities into a concise overview. Options B, C, and D are incorrect because creating custom entities, automatically updating opportunity stages, and configuring routing rules are administrative or automation tasks performed through the Power Platform maker experience, business process flows, or Dynamics 365 configuration tools, not through Copilot's sales-assist capabilities.

Answer

Create a custom entity

Answer

Automatically update opportunity stage

Answer

Configure routing rules

Question 15

A sales organization uses Dynamics 365 Sales and wants to enforce a consistent sales process where opportunities must move through stages in order: Qualify → Develop → Propose → Close. Which feature should be used?

Accepted Answer

Business Process Flow. Business Process Flow (BPF) is the correct feature because it enforces a sequential stage progression (Qualify → Develop → Propose → Close) in Dynamics 365 Sales. BPFs guide users through a defined sales process, ensuring opportunities cannot skip stages or move out of order, which directly meets the requirement for a consistent, enforced pipeline.

Answer

Workflow

Answer

Sales Pipeline chart

Answer

Goal Management