MB-910 Practice Test 30 — 15 Questions

Question 1

Refer to the exhibit. An agent opens a high-priority case in Dynamics 365 Customer Service with Copilot enabled. Which Copilot capability would automatically provide a suggested response based on the case title and product?

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

Accepted Answer

Draft reply. (Draft reply) is correct because this Copilot capability automatically generates a suggested response based on the case title and product, helping agents respond quickly. Option A (Article suggestion) suggests relevant knowledge base articles. Option B (Sentiment analysis) detects the emotional tone of customer messages. Option C (Conversation summary) provides a brief summary of the interaction.

Answer

Article suggestion

Answer

Sentiment analysis

Answer

Conversation summary

Question 2

A company uses Dynamics 365 Customer Service. Agents need to see the full conversation history from multiple channels (email, chat, phone) in one view. What should they use?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service provides a unified conversation view across multiple channels (email, chat, phone). Option A (Copilot for Service) is wrong because it offers AI-powered suggestions and assistance, not a consolidated view of conversation history. Option C (Timeline) is wrong because it displays related records and activities, not real-time or cross-channel conversation history. Option D (Knowledge Articles) is wrong because they are designed for self-service knowledge base content, not conversation history.

Answer

Copilot for Service

Answer

Timeline

Answer

Knowledge Articles

Question 3

A company wants to use AI to generate draft email replies for salespeople based on the context of an email thread. Which feature should they enable?

Accepted Answer

Copilot for Sales. Copilot for Sales includes AI-powered email draft generation that uses context from email threads to help salespeople respond faster. Option A, Conversation Intelligence, analyzes sales calls, not email drafts. Option C, Predictive lead scoring, prioritizes leads based on likelihood to convert. Option D, Relationship Analytics, provides insights into relationship health, not email drafting.

Answer

Conversation Intelligence

Answer

Predictive lead scoring

Answer

Relationship Analytics

Question 4

Refer to the exhibit. An administrator configures a routing rule set for cases. A case with priority 'Low' is created. Which queue will it be assigned to?

Accepted Answer

General Queue. The routing rules defined only cover High and Medium priorities: High maps to Premium Support Queue, Medium maps to Standard Queue. There is no rule for Low priority, so the system uses the fallback queue configuration, which is the General Queue. Thus, a case with Low priority is assigned to General Queue.

Answer

No queue; the case remains unassigned

Answer

Premium Support Queue

Answer

Standard Queue

Question 5

A customer service agent needs to view all open cases for a specific account, including cases assigned to other agents. Which view should the agent use?

Accepted Answer

Active Cases. The 'Active Cases' system view in Dynamics 365 Customer Service displays all open (active) cases across the organization, regardless of assignee, allowing the agent to see cases assigned to other agents. Option A is incorrect: the 'All Cases' view includes both active and resolved cases, not just open ones. Option C is incorrect: 'Cases Assigned to Me' shows only cases assigned to the current user, not other agents' cases. Option D is incorrect: 'My Active Cases' is the same as 'Cases Assigned to Me' but filtered to active status; it still only shows the user's own cases.

Answer

All Cases

Answer

Cases Assigned to Me

Answer

My Active Cases

Question 6

A field service organization needs to automatically dispatch the nearest technician to a new work order. Which Dynamics 365 capability should they use?

Accepted Answer

Field Service with Resource Scheduling Optimization. Dynamics 365 Field Service includes Resource Scheduling Optimization (RSO) that automatically assigns the nearest available technician to a work order based on location, skills, and availability. Option A is incorrect because Project Operations focuses on project-based time and materials, not field service dispatch. Option B is incorrect because Sales Hub manages sales pipelines, not technician scheduling. Option C is incorrect because Customer Service Hub handles cases and service requests but does not include automated resource scheduling for field technicians.

Answer

Project Operations

Answer

Sales Hub

Answer

Customer Service Hub

Question 7

You are a customer service administrator for a medium-sized retail company. The company uses Dynamics 365 Customer Service with Omnichannel for Customer Service. The support team handles inquiries via chat, email, and phone. Recently, the company experienced a surge in customer inquiries due to a product recall. The team is overwhelmed, and the manager wants to implement a solution that can automatically handle common questions about the recall, such as return procedures and refund status, without human intervention. Additionally, the solution should be able to escalate complex issues to a human agent when needed. The company has limited development resources and prefers a low-code solution. You are asked to recommend the best approach. What should you recommend?

Accepted Answer

Build a chatbot using Copilot Studio with integration to Dynamics 365 Customer Service.. Copilot Studio provides a low-code environment to build chatbots that integrate with Dynamics 365 Customer Service, can handle common questions, and escalate to agents. Option A is incorrect because Power Automate is designed for workflow automation, not conversational interfaces. Option C is incorrect because Copilot for Service is an agent-assistance tool that suggests responses to human agents, not a customer-facing chatbot. Option D is incorrect because building a custom web application with Azure Bot Service requires significant development resources, which contradicts the low-code preference.

Answer

Create a Power Automate flow to automatically respond to emails with predefined answers.

Answer

Configure Copilot for Service to provide suggested responses to agents.

Answer

Develop a custom web application using Azure Bot Service and direct API integration.

Question 8

Your organization uses Dynamics 365 Sales. The sales manager wants to see a real-time dashboard that shows the number of open opportunities, total pipeline value, and win rate for each salesperson. The dashboard should update automatically as data changes. Which approach should you take?

Accepted Answer

Have the sales manager create a personal dashboard using out-of-the-box charts.. Personal dashboards in Dynamics 365 Sales allow individual users to create real-time dashboards using out-of-the-box charts that update automatically as data changes. Option A is wrong because exporting to Excel creates a static snapshot, not a real-time dashboard. Option B is wrong because while Power BI can be embedded, it requires additional setup and licensing, and is not necessary for a simple real-time dashboard that can be achieved with personal dashboards. Option C is wrong because system dashboards are typically created by administrators and may not be editable by the sales manager; they are also not necessarily real-time in the same way personal dashboards are.

Answer

Export data to Excel and create a pivot table.

Answer

Use Power BI to create a dashboard and embed it in Dynamics 365.

Answer

Create a system dashboard and share it with the sales team.

Question 9

You are a Dynamics 365 Sales administrator for a manufacturing company. The sales team uses a custom sales process with stages: 'Prospecting', 'Needs Analysis', 'Proposal', 'Negotiation', 'Closing'. The business requires that when an opportunity reaches the 'Negotiation' stage, the system must automatically calculate a discount based on the total amount: if total amount > $100,000, apply 10% discount; if > $50,000, apply 5% discount; otherwise no discount. The discount should be applied as a negative line item in the opportunity products. Additionally, when the opportunity is won, the system must create an order with the same products and discounts. You need to automate these requirements. What should you do?

Accepted Answer

Use Power Automate flows triggered on stage change and on opportunity won.. Power Automate can trigger on stage change to calculate the discount and add a negative line item, and trigger on opportunity won to create an order with the same products and discounts. Option A is incorrect because classic workflows do not support stage change triggers and cannot calculate discounts dynamically based on total amount. Option B is incorrect because calculated fields can compute values but cannot create records or perform complex actions like adding line items; plugins require custom code and are not low-code automation. Option C is incorrect because business rules only apply field-level logic on forms and cannot create records or interact with opportunity products.

Answer

Use a classic workflow to calculate discount and create order.

Answer

Use a calculated field for the discount and a plugin for order creation.

Answer

Create a business rule to calculate the discount and a workflow to create the order.

Question 10

Adventure Works, a solar panel installation company, uses Dynamics 365 Field Service. They have 30 technicians and receive about 100 work orders per week. Technicians use the Field Service Mobile app to view their schedules and update work order status. Recently, technicians have reported that they sometimes miss work order details because the mobile app does not show all required information, such as customer preferences and equipment specifications. Adventure Works wants to customize the mobile app to display all relevant fields. They also want to enable offline capability so technicians can work in areas with poor connectivity. Which actions should Adventure Works take?

Accepted Answer

Use the Field Service Mobile Configuration Tool to customize the forms and enable offline mode.. The Field Service Mobile Configuration Tool is specifically designed to customize forms and views in the Field Service mobile app, allowing Adventure Works to add fields for customer preferences and equipment specifications. Additionally, offline capability is a built-in feature of the Field Service mobile app that can be enabled through this tool, addressing the connectivity issue. Option A is incorrect because Power Automate can send notifications but cannot customize the mobile app UI to show all required fields. Option B is incorrect because creating a separate model-driven app would duplicate functionality and may not integrate seamlessly with Field Service scheduling. Option C is incorrect because Microsoft Intune manages device policies, not app form customization.

Answer

Use Power Automate to send work order details to technicians via email or SMS.

Answer

Create a new Power Apps model-driven app with the required fields and enable offline sync.

Answer

Configure Microsoft Intune policies to push the required fields to the mobile app.

Question 11

Litware, a residential appliance repair company, uses Dynamics 365 Field Service. They have 10 technicians and receive about 30 work orders daily. Currently, work orders are created by customer service representatives over the phone. Litware wants to reduce the time it takes to schedule a work order and improve customer satisfaction by offering self-service scheduling through a website. They also want to send automatic reminders to customers before the technician arrives. Additionally, they want to collect customer feedback after the service is completed. Which combination of features should Litware implement?

Accepted Answer

Enable the Customer Portal for self-service appointment booking; use Power Automate to send reminders; set up Customer Satisfaction surveys.. The Customer Portal enables self-service appointment booking, Power Automate can send automatic reminders, and Customer Satisfaction surveys collect feedback. Option A is incorrect because the Field Service Mobile app is designed for technicians, not customers. Option B is incorrect because Connected Field Service uses IoT for proactive maintenance, not self-service scheduling. Option C is incorrect because Power Virtual Agents is a chatbot for conversations, but it does not provide a scheduling portal or dedicated reminder/feedback features as described.

Answer

Use the Field Service Mobile app for customers to schedule; send reminders via SMS from the app; collect feedback in the app.

Answer

Implement Connected Field Service to detect appliance issues; use IoT alerts to create work orders; send reminders via email.

Answer

Create a Power Virtual Agents chatbot to schedule appointments; use Copilot for reminders; enable Copilot for feedback.

Question 12

Contoso Ltd. provides HVAC maintenance services and uses Dynamics 365 Field Service. They have 50 technicians organized into three service territories: North, South, and Central. Each technician has specific skills and certifications. Contoso wants to automatically assign emergency work orders to the nearest available technician with the required skills within 30 minutes of creation. Additionally, they want to ensure that no technician is assigned more than 8 hours of work per day. The dispatchers should be able to override automatic assignments if necessary. Which configuration should Contoso implement?

Accepted Answer

Configure Resource Scheduling Optimization with constraints for proximity, skills, and daily hours, and set auto-scheduling frequency to 30 minutes.. Resource Scheduling Optimization (RSO) can automatically assign work orders based on proximity, skills, and daily hour limits. By configuring constraints for 'Nearest Available' (proximity), required skills, and a maximum daily duration of 8 hours, and setting the auto-scheduling frequency to 30 minutes, all requirements are met. Dispatchers can override assignments manually via the Schedule Board. Option A is incorrect because a Power Automate flow using the Schedule Board API would require custom development and does not natively handle skill matching and hour limits as efficiently. Option B is incorrect because manual scheduling does not automate assignments, making it inefficient for emergency work orders. Option C is incorrect because Connected Field Service focuses on IoT integration and work order generation, not scheduling optimization.

Answer

Create a Power Automate flow that runs every 30 minutes and assigns work orders using the Schedule Board API.

Answer

Use manual scheduling with the Schedule Board and train dispatchers to check availability and skills.

Answer

Enable Connected Field Service to automatically generate work orders and use the default scheduling logic.

Question 13

Northwind Traders is a global retail company with a Dynamics 365 Customer Service implementation. They have a team of 50 agents in three regions: North America (NA), Europe (EU), and Asia Pacific (APAC). Cases are created from email, chat, and phone. They want to implement a unified routing system that ensures: 1) Cases are assigned to the appropriate regional queue based on the customer's region. 2) Within a region, cases are distributed evenly among agents (round-robin). 3) Cases with priority 1 are assigned to senior agents, who are designated in each region. 4) Agents can handle cases from any region if they have capacity, but regional preference should apply. The system must also provide real-time insights into agent performance and case trends. You need to design the solution. What should you configure?

Accepted Answer

Configure Omnichannel for Customer Service with work distribution, skills, and conversation insights. Omnichannel for Customer Service provides work distribution (including round-robin routing), skill-based assignment (to designate senior agents for priority 1), and conversation insights for real-time analytics. It allows agents to handle cases from any region but respects regional preference through routing rules. Option A is incorrect because manual assignment does not ensure even distribution. Option B is incorrect because SLAs only track response times, not routing or distribution. Option C is incorrect because Customer Service Insights provides historical reporting but not real-time insights, and manual assignment lacks automation.

Answer

Set up routing rules based on region and priority, assign agents manually, and use Power BI

Answer

Define SLAs for each priority, create queues for each region, and use dashboards

Answer

Create regional queues, assign cases manually, and use Customer Service Insights for reporting

Question 14

Your organization uses Dynamics 365 Customer Service to manage support cases. You have configured a routing rule set that automatically assigns cases to agents based on their skills and availability. However, you notice that some high-priority cases are not being assigned immediately; they remain unassigned for up to 10 minutes. The routing rule set uses the default 'Round Robin' assignment method. You need to ensure that high-priority cases are assigned within 1 minute of creation. What should you do?

Accepted Answer

Change the assignment method to 'Highest Capacity' and configure a priority boost for high-priority cases.. The 'Highest Capacity' assignment method considers agent workload and availability, and configuring a priority boost for high-priority cases ensures they are assigned more quickly, potentially within 1 minute. Option A is incorrect because disabling skill-based matching may assign cases to unqualified agents. Option B is incorrect because reducing the routing engine evaluation interval alone does not change the assignment method; it may still use Round Robin, which does not prioritize high-priority cases. Option C is incorrect because simply increasing the number of agents does not guarantee faster assignment if the routing method does not prioritize urgent cases.

Answer

Disable skill-based matching for high-priority cases.

Answer

Reduce the routing engine evaluation interval to 1 minute.

Answer

Increase the number of agents in the queue.

Question 15

Which TWO capabilities are included in Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Options A and E are correct. Dynamics 365 Customer Service includes knowledge management (A) and case management (E). Option B is incorrect because predictive lead scoring is a capability of Dynamics 365 Sales. Option C is incorrect because survey creation is part of Dynamics 365 Customer Voice. Option D is incorrect because work order management belongs to Dynamics 365 Field Service.

Answer

Predictive lead scoring

Answer

Survey creation

Answer

Work order management