MB-910 Practice Test 2 — 30 Questions

Question 1

A company wants to automatically prioritize cases based on customer tier and issue severity. Which feature should they configure in Dynamics 365 Customer Service?

Accepted Answer

Routing rules. (Routing rules) is correct because routing rules can be configured to automatically prioritize cases based on criteria such as customer tier and issue severity. Option A (SLA) is incorrect because SLAs define response and resolution time commitments, not prioritization logic. Option B (Entitlements) is incorrect because entitlements specify the support coverage (e.g., number of incidents or hours) for a customer, not how to prioritize cases. Option D (Dynamics 365 Copilot) is incorrect because Copilot is an AI-powered assistant that helps with tasks like drafting responses, not for case prioritization.

Answer

Service Level Agreement (SLA)

Answer

Entitlements

Answer

Dynamics 365 Copilot

Question 2

Which TWO activities are part of the data unification process in Dynamics 365 Customer Insights?

Accepted Answer

Configuring match rules to identify duplicates. Configuring match rules is a core step in the data unification process in Dynamics 365 Customer Insights. Match rules define the conditions (e.g., fuzzy matching on email or phone) used to identify duplicate customer records across source systems, enabling deduplication and merging into a single unified profile. This is distinct from segmentation or enrichment, which occur after unification.

Answer

Creating segments based on customer attributes

Answer

Defining measures for customer metrics

Answer

Enriching profiles with external data

Question 3

A company using Dynamics 365 Field Service has technicians who often arrive at jobs without the correct parts, causing delays. They want to ensure technicians have the necessary inventory before arriving. What is the best approach?

Accepted Answer

Configure inventory journals and pick lists on work orders. Configuring inventory journals and pick lists on work orders allows the system to reserve and prepare the required parts before the technician arrives. Option B is incorrect because Dynamics 365 Copilot can suggest parts but does not manage inventory availability or reservation. Option C is incorrect because barcode scanning helps track parts usage but does not pre-stage inventory. Option D is incorrect because the schedule board is used for scheduling and dispatch, not for inventory management.

Answer

Use Dynamics 365 Copilot to suggest parts

Answer

Implement barcode scanning on mobile devices

Answer

Display inventory levels on the schedule board

Question 4

Which TWO data types are used by Dynamics 365 Sales to calculate a predictive score for an opportunity? (Choose two.)

Accepted Answer

Real-time activity data. Dynamics 365 Sales uses real-time activity data (e.g., emails, meetings, and calls logged against the opportunity) to capture current engagement signals, which are critical for calculating a predictive score. Historical opportunity data (e.g., win/loss rates, deal size, and duration) provides the baseline patterns that the machine learning model learns from to forecast the likelihood of closing a deal.

Answer

Product catalog details

Answer

Social media sentiment

Answer

Competitor price lists

Question 5

In Dynamics 365 Customer Service, what is the primary purpose of an 'Entitlement'?

Accepted Answer

To define the support terms for a customer. An Entitlement in Dynamics 365 Customer Service defines the specific support terms and conditions agreed upon with a customer, such as the number of support hours, severity levels, or total cases allowed. This ensures that service agents can validate and enforce the service-level agreement (SLA) during case resolution, making it the primary mechanism for managing customer support contracts.

Answer

To collect customer feedback

Answer

To route cases to the appropriate agent

Answer

To provide self-service knowledge

Question 6

A company is planning to use Dynamics 365 Customer Insights to enrich customer profiles with external demographic data. Which TWO of the following are valid methods to bring in external data? (Choose two.)

Accepted Answer

Use an OData connector to pull data from a partner data provider. Dynamics 365 Customer Insights supports OData connectors, which can pull data from external partner data providers. OData is a standardized RESTful protocol that allows seamless integration of external datasets, such as demographic enrichment sources, into Customer Insights profiles.

Answer

Connect to Azure Data Lake only via Dataflows

Answer

Import from Excel Online using a direct connection

Answer

Synchronize data from LinkedIn Sales Navigator

Question 7

A company wants to optimize their field service scheduling by considering technician skills, travel time, and customer priority. Which Dynamics 365 Field Service tool should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) uses constraint-based scheduling to automatically assign the best technician based on skills, travel time, and customer priority. Option C (Schedule Board) is a manual scheduling tool that does not automate optimization. Option B (Field Service mobile app) is used by technicians to view and update work orders. Option D (Connected Field Service) is for IoT integration and remote monitoring.

Answer

Field Service mobile app

Answer

Schedule Board

Answer

Connected Field Service

Question 8

Which TWO data sources can be used to enrich customer profiles in Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Third-party data providers. Dynamics 365 Customer Insights allows you to enrich customer profiles by integrating data from third-party data providers, such as Experian or Acxiom, to add attributes like demographic or firmographic information. This enrichment process uses the 'Enrichment' feature within the app, which connects to external data sources via connectors to enhance existing customer data.

Answer

SharePoint document libraries

Answer

Power BI dashboards

Answer

Finance and Operations general ledger

Question 9

Refer to the exhibit. A Dynamics 365 Marketing segment is configured to include customers with purchase date on or after January 1, 2025. The segment refreshes daily. A customer purchased on December 31, 2024. Why is this customer not included?

Accepted Answer

The purchase date does not meet the condition. The criterion requires purchase date >= 2025-01-01, and the customer's date is before that. Option A is wrong because the field exists. Option B is wrong because the operator is correct. Option C is wrong because the refresh is daily.

Answer

The field name is incorrect

Answer

The operator should be 'lessThan'

Answer

The segment refreshes only weekly

Question 10

Refer to the exhibit. After how many days from the start of the sequence will the first phone call activity occur?

Accepted Answer

2 days. The exhibit shows a sequence with a 2-day wait step after the initial 'Start' trigger, followed by a phone call activity. Therefore, the first phone call occurs exactly 2 days from the start of the sequence. In Dynamics 365 Sales sequences, wait steps define the delay before the next activity is automatically created or assigned.

Answer

5 days

Answer

7 days

Answer

0 days

Question 11

Which TWO features are part of Dynamics 365 Customer Service? (Choose two.)

Accepted Answer

Customer Service workspace. Options B and D are correct. Customer Service workspace and Omnichannel for Customer Service are core components. Option A is wrong because Marketing is a separate Dynamics 365 application. Option C is wrong because Finance is a separate application. Option E is wrong because Supply Chain Management is a separate application.

Answer

Marketing

Answer

Finance

Answer

Supply Chain Management

Question 12

A company wants to provide customer service agents with a 360-degree view of the customer including recent interactions, purchases, and sentiment. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Unified customer profile. The unified customer profile in Dynamics 365 Customer Insights aggregates data from multiple sources (e.g., sales, service, marketing) into a single, 360-degree view of each customer. This includes recent interactions, purchase history, and sentiment scores, enabling agents to see the complete customer journey. The other options focus on analytics or grouping, not on providing a holistic, real-time profile.

Answer

Prediction models

Answer

Measures

Answer

Segments

Question 13

Drag and drop the steps to manage a case lifecycle in Dynamics 365 Customer Service into the correct order.

Accepted Answer

Create Case, then Assign Case, then Resolve Case, then Verify Resolution, then Close Case. Case lifecycle includes creation, assignment, resolution, verification, and closure.

Answer

Assign Case, then Create Case, then Resolve Case, then Verify Resolution, then Close Case

Answer

Create Case, then Resolve Case, then Assign Case, then Verify Resolution, then Close Case

Answer

Create Case, then Assign Case, then Close Case, then Resolve Case, then Verify Resolution

Question 14

A sales manager notices that the sales team is not consistently following up with leads after initial contact. Many leads go cold because no one takes action. The manager wants to set up automated email reminders and tasks for sales representatives when a lead is created or when a certain number of days pass without activity. They also want to track the effectiveness of these automated communications. Which feature should they use in Dynamics 365 Sales?

Accepted Answer

Sales sequences. Sales sequences allow creation of automated steps including emails and tasks, with analytics. Business process flows are for stage enforcement, not automated outreach. Workflows can send emails but lack the structured sequence and analytics. Power Automate is more complex and not native to Sales.

Answer

Business process flows

Answer

Power Automate flows

Answer

Workflows (classic)

Question 15

A marketing manager wants to automatically send a personalized discount offer to customers who have a high propensity to churn. Which combination of Customer Insights capabilities should they use?

Accepted Answer

Predictive scoring and measures. Predictive scoring in Customer Insights uses machine learning models to calculate a churn probability score for each customer, identifying those with a high propensity to churn. Measures allow the marketing manager to define and compute key business metrics, such as customer lifetime value or churn risk thresholds, which can trigger automated actions like sending personalized discount offers. Together, they enable a data-driven, automated outreach to at-risk customers without manual intervention.

Answer

Data unification and enrichment

Answer

Enrichment and Copilot

Answer

Segmentation and AI suggestions

Question 16

Which TWO features in Dynamics 365 Sales can help sales representatives prioritize their work based on AI insights?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (D) uses machine learning models to analyze historical lead data and assign a score indicating the likelihood of conversion, enabling sales reps to prioritize high-value leads. Relationship Intelligence (Copilot) (E) leverages AI to surface relevant insights, such as email engagement patterns and relationship health, helping reps focus on the most promising opportunities.

Answer

Sales Sequence Designer

Answer

Workflow

Answer

Business Process Flow

Question 17

Northwind Traders uses Dynamics 365 Customer Service and wants to provide a seamless omnichannel experience. They have implemented chat and email but now want to add voice (phone) support. They want customers to be able to call in and be greeted by an interactive voice response (IVR) system that can route them to the appropriate agent based on their input. Additionally, they want the voice calls to be recorded and transcribed, and the transcript to be saved in the case timeline. They also want to use AI to analyze call sentiment in real-time and provide agents with suggestions. Which Dynamics 365 Customer Service feature should they add?

Accepted Answer

Voice channel in Omnichannel for Customer Service. The Voice channel in Omnichannel for Customer Service provides IVR, call recording, transcription, and real-time sentiment analysis, enabling the desired omnichannel experience with voice support. Option A (Copilot for Service) is incorrect because it focuses on AI-driven knowledge suggestions and assistance, not voice channel capabilities. Option B (Customer Service Insights) is incorrect as it is designed for historical analytics and reporting, not real-time call handling. Option C (Service Scheduling) is incorrect because it is used for scheduling field service resources, not voice communication.

Answer

Copilot for Service

Answer

Customer Service Insights

Answer

Service Scheduling

Question 18

A technician needs to view their assigned work orders for the day and update the status of each. Which application should they use?

Accepted Answer

Field Service Mobile. Field Service Mobile is the app designed for technicians to view and update work orders in the field. Option A (Schedule board) is for dispatchers, not technicians. Option B (Power Apps) is a platform to build custom apps, not a specific field service app. Option D (Customer Service workspace) is for customer service agents handling cases, not field technicians.

Answer

Schedule board

Answer

Power Apps

Answer

Customer Service workspace

Question 19

Which TWO are valid service-level agreement (SLA) types in Dynamics 365 Customer Service?

Accepted Answer

Enhanced SLA. In Dynamics 365 Customer Service, the two valid SLA types are Enhanced SLA and Standard SLA. Enhanced SLA allows for advanced features like SLA KPIs, actions, and business process flows, while Standard SLA provides basic SLA tracking with simple conditions and time calculations. Both are native SLA types within the application, with Enhanced being the default for new environments.

Answer

Basic SLA

Answer

Premium SLA

Answer

Custom SLA

Question 20

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.