MB-910 Practice Test 2 — 30 Questions

Question 1

Which THREE outputs can be generated using Dynamics 365 Customer Insights?

Accepted Answer

Measures and KPIs. Dynamics 365 Customer Insights is a customer data platform whose core capabilities include unifying customer profiles and then deriving analytical and activation outputs from that unified data. Option A (Measures and KPIs) is correct because Customer Insights lets you define and calculate business measures and KPIs over unified customer profiles to track metrics such as lifetime value or engagement. Option D (Customer segments) is correct because the platform's segmentation engine builds customer segments from unified profiles and measures, which can then be exported or activated to downstream systems. Option E (Predictive models) is correct because Customer Insights includes AI-driven predictive capabilities (for example, churn prediction and customer lifetime value prediction) that produce model-based scores on customer profiles. Option B (Invoice documents) is not correct because invoice generation is a transactional finance function handled by Dynamics 365 Finance or Business Central, not by Customer Insights. Option C (Purchase orders) is likewise not correct because purchase order creation belongs to procurement/ERP functionality in Dynamics 365 Supply Chain Management or Finance, not to the Customer Insights customer data platform.

Answer

Invoice documents

Answer

Purchase orders

Question 2

A customer service manager wants to automatically categorize incoming support emails and route them to the appropriate team. Which Dynamics 365 feature should they implement?

Accepted Answer

Customer Service Hub. Dynamics 365 Customer Service Hub includes the automatic case categorization and routing feature using rules. This allows incoming emails to be categorized and routed to the appropriate team. Option A (Sales Insights) is focused on sales analytics, not service. Option B (Marketing) is for marketing campaigns. Option C (Field Service) is for managing on-site fieldwork. Therefore, Customer Service Hub is the correct answer.

Answer

Sales Insights

Answer

Marketing

Answer

Field Service

Question 3

A company uses Dynamics 365 Customer Insights - Journeys to send email campaigns. They want to trigger a journey when a customer's predicted churn score exceeds 0.8. Which source should they use to trigger the journey?

Accepted Answer

Segment membership. In Dynamics 365 Customer Insights - Journeys, a segment membership trigger starts a journey when a customer enters or leaves a defined segment. Since the predicted churn score is a calculated attribute that can be used to define a segment (e.g., customers with churn score > 0.8), the journey can be triggered by membership in that segment. This allows the system to react automatically to real-time customer insights without manual intervention.

Answer

Manual trigger

Answer

Event registration

Answer

Marketing form submission

Question 4

A sales manager wants to see a real-time view of their team's pipeline and activities without navigating away from their daily work. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Sales Hub app. The Sales Hub app is the correct answer because it provides a unified, role-tailored workspace within Dynamics 365 Sales that allows sales managers to view real-time pipeline data, team activities, and key performance indicators without leaving their primary work interface. It integrates pipeline views, activity feeds, and dashboards directly into the daily workflow, eliminating the need to switch between separate applications or reports.

Answer

Lead management

Answer

Power BI dashboards

Answer

Sales Insights

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. The Customer Journey feature in Dynamics 365 Marketing is specifically designed to automate multi-step, time-delayed marketing actions. It allows marketers to define a sequence of activities—such as sending an email, waiting a specified period (e.g., 3 days), and then sending another email—all within a single journey. This directly matches the requirement to send a welcome email, wait, and follow up.

Answer

Segment

Answer

Lead scoring

Answer

Marketing form

Question 6

Which TWO types of activities can be tracked in Dynamics 365 Customer Service? (Select two.)

Accepted Answer

Phone calls. In Dynamics 365 Customer Service, activities represent customer interactions, and Phone Call (option A) is a core activity type used to log inbound and outbound calls, including subject, direction, phone number, and duration. Email (option E) is likewise a standard activity entity used to track email messages exchanged with customers, with fields for sender, recipients, and regarding record. Both A and E are out-of-the-box activity types available on the Activities grid and timeline in Customer Service. Option B (Inventory adjustments) is an inventory/Supply Chain Management transaction, not a customer interaction activity. Option C (Campaign responses) belongs to marketing campaign functionality rather than the activity types tracked in Customer Service. Option D (Invoice payments) is a financial transaction recorded in Finance/Accounting, not an activity entity.

Answer

Inventory adjustments

Answer

Campaign responses

Answer

Invoice payments

Question 7

Which TWO scenarios are best suited for Dynamics 365 Field Service integration with Azure IoT Hub? (Choose two.)

Accepted Answer

Predictive maintenance of industrial equipment. Option A is correct because Azure IoT Hub ingests telemetry from sensors on industrial equipment, and Dynamics 365 Field Service can use that data with predictive maintenance models to schedule service before failures occur. Option D is correct because IoT Hub device alerts can trigger automated workflows that create work orders in Field Service, enabling rapid response to equipment issues. Option B is not correct because customer feedback collection is typically handled through surveys or customer voice tools, not IoT Hub integration. Option C is not correct because mixed reality technician training is delivered through tools like Dynamics 365 Guides, not Azure IoT Hub. Option E is not correct because sales lead generation from service visits is a CRM/marketing scenario, not an IoT-driven Field Service integration.

Answer

Collect customer feedback after service

Answer

Training technicians using mixed reality

Answer

Generate sales leads from service visits

Question 8

A global enterprise wants to use Dynamics 365 Customer Insights to create a 360-degree customer view. They have data from Dynamics 365 Sales, Dynamics 365 Customer Service, and external loyalty systems. They also need to comply with GDPR and CCPA. Which THREE capabilities should they prioritize?

Accepted Answer

Use AI to create predictive segments and measure customer lifetime value. Option D is correct because Customer Insights unifies data through connectors and ingestion pipelines that pull from Dynamics 365 (Sales, Customer Service), external loyalty systems, and third-party sources to build the unified customer profile that underpins a 360-degree view. Option A is correct because Customer Insights uses AI and machine learning to generate predictive segments (such as churn or high-value predictions) and to calculate measures like customer lifetime value, which are core to deriving insight from the unified profiles. Option E is correct because Customer Insights provides built-in privacy and compliance capabilities aligned with GDPR and CCPA, including consent management, data subject requests, and data retention controls, which the scenario explicitly requires. Option B is not part of Customer Insights' capabilities; real-time chat is a Customer Service (Omnichannel) feature, not a data unification/insights function. Option C is also out of scope; LinkedIn lead generation automation belongs to Dynamics 365 Sales or marketing tools, not to Customer Insights' data unification and analytics purpose.

Answer

Provide real-time chat support to customers

Answer

Automate LinkedIn lead generation campaigns

Question 9

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. Live chat with a customer is a real-time, multi-session engagement channel, and Omnichannel for Customer Service (D) is the Dynamics 365 feature that provides chat, SMS, social, and voice channels with unified routing and agent workspace. It is purpose-built for live conversational engagement, so it is the correct feature for a live chat interaction.

Answer

Copilot for Service

Answer

Knowledge Base

Answer

Customer Service Insights

Question 10

A marketing team wants to use AI to predict which customers are most likely to purchase a new product. Which feature of Dynamics 365 Customer Insights should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights use machine learning to analyze historical customer data and identify patterns that indicate a high likelihood of purchasing a new product. This feature allows the marketing team to create a binary prediction (e.g., will buy/will not buy) based on attributes such as past purchases, engagement, and demographics, directly addressing the need to predict which customers are most likely to purchase.

Answer

Enrichment

Answer

Measures

Answer

Segmentation

Question 11

Match each Dynamics 365 feature with its benefit.

Accepted Answer

Copilot: Helps salespeople draft emails and meeting summaries. The correct matches are: Copilot helps draft emails and summarize meetings; Customer Insights provides unified customer data. Common confusions involve swapping Sales Insights (AI predictions) and Relationship Sales (LinkedIn integration).

Answer

Sales Insights: Links Dynamics 365 with LinkedIn

Answer

Relationship Sales: Offers AI-powered predictions for deals

Question 12

You are a Dynamics 365 administrator for a mid-sized e-commerce company. The marketing team wants to use Dynamics 365 Customer Insights to create a unified customer profile that includes browsing history, purchase history, and customer support interactions. They also want to use this unified data to send personalized offers via email. You have access to Dynamics 365 Customer Insights and Dynamics 365 Marketing. What should you do first?

Accepted Answer

Set up data ingestion from browsing history, purchase history, and support interactions into Dynamics 365 Customer Insights, then unify the data into a single customer profile.. The first step is to ingest the disparate data sources (browsing history, purchase history, and support interactions) into Dynamics 365 Customer Insights and then unify them into a single customer profile. This unified profile is the foundation for all downstream activities, such as segmentation and personalized email campaigns. Without this data unification, you cannot accurately target or personalize offers in Dynamics 365 Marketing.

Answer

Configure Dynamics 365 Customer Insights to send personalized emails directly to customers using the unified customer profile.

Answer

Import all data directly into Dynamics 365 Marketing and use its native customer profile feature to unify the data.

Answer

Create a segment in Dynamics 365 Customer Insights based on purchase history, then export the segment to Dynamics 365 Marketing to send offers.

Question 13

Which TWO features are included in Dynamics 365 Field Service mobile app? (Choose 2)

Accepted Answer

Offline access to work orders. Option D is correct because the Dynamics 365 Field Service mobile app is built on the Power Apps mobile platform and includes offline capabilities that let technicians download and view assigned work orders, service tasks, and related data when they have no internet connection, syncing changes once connectivity returns. Option E is correct because the mobile app provides barcode scanning functionality that technicians use to scan inventory items, parts, and assets, enabling accurate consumption, returns, and stock updates directly from the field. Option A is not included in the mobile app; Resource Scheduling Optimization is a separate back-office scheduling add-in configured in the web application that automatically optimizes technician assignments. Option B is not part of the Field Service mobile app; the customer self-service portal is a separate Power Apps portal solution for customers to submit and track requests. Option C is not a mobile app feature; IoT alert configuration and processing are handled through the Connected Field Service web experience and Azure IoT integration, not the technician mobile app.

Answer

Resource scheduling optimization

Answer

Customer self-service portal

Answer

IoT alert configuration

Question 14

A sales rep wants to see a list of all activities (emails, appointments, tasks) for a specific contact on a single view. Where should they look?

Accepted Answer

Timeline on the contact form. The Timeline on the contact form aggregates all activities (emails, appointments, tasks, notes, etc.) related to that specific contact in a single chronological view. This is the designed location in Dynamics 365 Sales for a sales rep to see the full activity history for a contact without navigating away from the record.

Answer

Activity list view

Answer

Personal dashboard

Answer

Associated view on the contact form

Question 15

Northwind Traders uses Dynamics 365 Customer Service and wants to implement a unified customer service experience. They currently use separate systems for email, chat, and phone support. Agents have to switch between multiple applications to handle customer interactions, leading to inefficiency. The company wants to provide a single interface for agents to handle all incoming customer requests from any channel. They also want to ensure that conversations are automatically routed to the most appropriate agent based on skills and availability. Additionally, they need to track customer sentiment in real-time during conversations. You need to recommend a configuration. What should you do?

Accepted Answer

Enable Omnichannel for Customer Service and configure skill-based routing and sentiment analysis.. Omnichannel for Customer Service provides a unified agent interface across email, chat, and phone channels, skill-based routing to assign conversations to the most appropriate agent based on skills and availability, and real-time sentiment analysis to track customer sentiment. Option A is incorrect because Customer Service Insights analyzes historical data for trends and agent performance, not real-time sentiment or unified interface. Option C is incorrect because Service Scheduling manages appointments and resource scheduling for field service, not omnichannel routing. Option D is incorrect because Power Virtual Agents (Copilot Studio) is for creating chatbots to handle basic queries, not for providing an agent interface or routing.

Answer

Configure Customer Service Insights to analyze historical data and improve agent training.

Answer

Use Service Scheduling to manage agent availability and appointments.

Answer

Implement Power Virtual Agents (Copilot Studio) to handle basic queries.

Question 16

Refer to the exhibit. A Customer Insights administrator creates a segment for high-value customers. Which customers will be included in this segment?

Accepted Answer

Customers with a CLV greater than 1000. The segment is defined as 'high-value customers,' and the rule shown in the exhibit filters for customers where Customer Lifetime Value (CLV) is greater than 1000. In Dynamics 365 Customer Insights, segments are built using conditions that evaluate numeric attributes, and the 'greater than' operator includes only records where the value exceeds the specified threshold.

Answer

All customers

Answer

Customers with a CLV of exactly 1000

Answer

Customers with a CLV less than 1000

Question 17

A marketing team wants to create a customer journey that sends a follow-up email only to contacts who opened the initial email. Which Dynamics 365 Marketing feature should be used?

Accepted Answer

Customer journey trigger based on email interaction. Dynamics 365 Marketing customer journeys support triggers based on email interactions, including 'email opened' and 'email clicked.' Placing an email-open trigger after the initial send lets the journey branch so only contacts who opened the first email receive the follow-up. This is the native, no-code way to build interaction-based branching.

Answer

Power Automate integration

Answer

Copilot for Marketing

Answer

Segmentation

Question 18

Contoso wants to implement a customer service solution that allows customers to initiate a chat session from the company's website. The chat should be able to handle common questions automatically using a bot, and if the bot cannot resolve the issue, the conversation should be seamlessly transferred to a human agent. Additionally, the agent should have access to the full chat history and customer context. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Omnichannel for Customer Service with Copilot Studio chatbot. Omnichannel for Customer Service provides the live chat widget for websites, routing, and agent workspace with full conversation history and customer context. Copilot Studio (formerly Power Virtual Agents) chatbots can be integrated into omnichannel to handle common questions and escalate to a human agent when the bot cannot resolve the issue, preserving the entire chat transcript and context for the agent. This combination directly satisfies every requirement in the scenario.

Answer

Customer Service Insights

Answer

Service Scheduling

Answer

Copilot for Service

Question 19

A retail company uses Dynamics 365 Marketing to send personalized email campaigns to customers. The marketing team wants to create a customer journey that automatically sends a welcome email when a new contact is created in Dynamics 365, then follows up with a discount offer after 3 days if the contact has not made a purchase. The team also wants to track email opens and clicks to identify engaged contacts. The IT administrator needs to configure the system to support this journey. Which feature should the administrator use?

Accepted Answer

Customer journey with triggers and wait steps. A customer journey in Dynamics 365 Marketing is the only feature that supports automated, multi-step orchestration with triggers (contact created) and wait steps (3-day delay), plus conditional branching based on purchase behavior. It also natively tracks email opens and clicks through built-in interaction tracking, which feeds engagement data back to the contact record. This matches every requirement in the scenario: trigger-based entry, timed follow-up, behavioral condition, and engagement analytics.

Answer

Quick campaigns with email templates

Answer

Sales accelerator with sequence steps

Answer

Omnichannel engagement with automated messages

Question 20

A company uses Dynamics 365 Customer Service to manage support cases. They want to ensure that when a customer sends an email to the support address, a new case is automatically created from the email. Which feature should be configured?

Accepted Answer

Configure Email-to-Case automation. Dynamics 365 Customer Service includes an Email-to-Case feature that automatically creates a new case record from an incoming email sent to a configured support mailbox. This feature parses the email content, maps it to case fields, and can optionally use advanced rules for classification and routing, eliminating manual case creation.

Answer

Define a Service Level Agreement (SLA) for email responses

Answer

Convert incoming emails to activities

Answer

Set up a queue for email