MB-910 Practice Test 31 — 15 Questions

Question 1

A company uses Dynamics 365 Sales and wants to ensure that when a sales rep creates a new order, the system automatically checks product inventory before allowing the order to be submitted. What is the best approach?

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

Accepted Answer

Use Power Automate to call an inventory API on order creation. Power Automate can trigger an HTTP call to an external inventory API when an order is created in Dynamics 365 Sales, allowing real-time validation of product stock before the order is submitted. This approach provides the necessary integration with an external inventory system, which is not natively available in Dynamics 365 Sales. Workflows and calculated fields cannot perform external API calls, and Business Process Flows do not enforce real-time inventory checks.

Answer

Create a real-time workflow

Answer

Use a calculated field on the order

Answer

Configure a Business Process Flow stage with validation

Question 2

A company uses Dynamics 365 Customer Insights - Data and wants to create a segment of high-value customers based on their total purchase amount in the last 90 days. The purchase data is in a separate table. What must they first create to build this segment?

Accepted Answer

A relationship. To build a segment in Dynamics 365 Customer Insights - Data that references data from a separate table (e.g., purchase transactions), you must first define a relationship between the customer entity and that table. A relationship establishes the key mapping (e.g., CustomerID) that allows the system to join the tables and evaluate conditions like total purchase amount across the two datasets.

Answer

An enrichment

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A measure

Answer

A new data source

Question 3

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which capability in Dynamics 365 Sales should they use?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring in Dynamics 365 Sales uses machine learning models trained on historical lead and opportunity data to assign each lead a score (0-100) reflecting its likelihood to convert to an opportunity. This lets sales managers automatically rank and prioritize leads without manual rule-building. Sales Sequences, by contrast, automate cadences of activities, not prioritization.

Answer

Sales Sequence

Answer

Business Process Flow

Answer

Sales Copilot

Question 4

A data scientist reviews the custom prediction configuration shown. The prediction output includes a score between 0 and 1. What does a score of 0.9 indicate?

Accepted Answer

High likelihood of purchase within 30 days. In Dynamics 365 Customer Insights, the custom prediction model for purchase likelihood outputs a score between 0 and 1, where a higher score indicates a greater probability of the predicted event occurring. A score of 0.9 means the model predicts a 90% probability that the customer will make a purchase within the next 30 days, representing a high likelihood of purchase.

Answer

Low likelihood of purchase within 30 days

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Model confidence in the prediction

Answer

Churn risk score

Question 5

A customer service manager wants to automatically categorize incoming cases based on keywords in the subject line. Which feature should they use?

Accepted Answer

Define a routing rule set. Routing rule sets in Dynamics 365 Customer Service allow you to define conditions based on case attributes, such as keywords in the subject line, to automatically categorize and route incoming cases to the appropriate queue or agent. This feature uses rule-based logic to evaluate case fields and trigger the correct categorization without manual intervention.

Answer

Set up a queue

Answer

Create a service-level agreement (SLA)

Answer

Use the timeline wall

Question 6

A retail company wants to unify customer data from their e-commerce platform, loyalty program, and in-store POS system to create a single customer view. Which Dynamics 365 tool should they use?

Accepted Answer

Dynamics 365 Customer Insights - Data. Dynamics 365 Customer Insights - Data is the correct tool because it is specifically designed to ingest, unify, and enrich customer data from multiple sources (e-commerce, loyalty, POS) into a single customer profile using identity resolution and data transformation pipelines. This creates a 360-degree view of the customer, which is the core requirement described in the question.

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Voice

Question 7

A customer service agent needs to quickly find answers to common customer inquiries without leaving the case form. Which feature should the administrator enable?

Accepted Answer

Add the Knowledge Base Search control to the case form. The Knowledge Base Search control can be added to the case form, enabling agents to search for and attach relevant knowledge articles without leaving the form. Option A (Configure Omnichannel for Customer Service) is incorrect because it manages multi-channel routing, not in-form article search. Option C (Enable Copilot for Service) is incorrect as it provides AI assistance but does not specifically embed article search in the case form. Option D (Enable Customer Service Insights) is incorrect because it is a reporting and analytics tool, not a search feature.

Answer

Configure Omnichannel for Customer Service

Answer

Enable Copilot for Service

Answer

Enable Customer Service Insights

Question 8

A support agent needs to escalate a case to a subject matter expert who is not a member of the current queue. The agent wants to send the case to a specific user. What action should the agent take?

Accepted Answer

Assign the case to the user. In Dynamics 365 Customer Service, assigning a case to a specific user transfers ownership of the case record to that user, which is the correct action when escalating to a subject matter expert who is not in the current queue. Assignment changes the case owner and makes it appear in the assignee's 'My Active Cases' view, enabling them to work on it directly.

Answer

Transfer the conversation

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Share the case with the user

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Route the case

Question 9

A customer service agent is using Dynamics 365 Customer Service workspace and needs to communicate with a customer via SMS in real-time. Which feature should the agent use?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service is the Dynamics 365 capability that enables real-time, multi-channel engagement including SMS, live chat, voice, and social. For an agent to communicate with a customer via SMS in real time, Omnichannel is the correct feature.

Answer

Copilot for Service

Answer

Knowledge Base

Answer

Service Scheduling

Question 10

Wide World Importers, a multinational industrial equipment service company, uses Dynamics 365 Field Service across multiple countries. They have different legal entities and require that work orders, customer data, and inventory be managed separately per country due to local regulations. The company has a centralized dispatch team but needs to ensure that dispatchers can only see data for their assigned country. They also want to use a single Dynamics 365 environment to keep costs low. Which approach should Wide World Importers take to meet these requirements?

Accepted Answer

Configure business units for each country, assign users to respective business units, and use security roles with country-specific access. Additionally, set up Field Service geographic locations to restrict resource visibility.. Business units in Dynamics 365 provide the data-security boundary that maps naturally to legal entities and countries. Assigning users to country-specific business units and pairing them with security roles scoped to that business unit ensures dispatchers only see records for their country. Field Service geographic locations further restrict which resources and work orders appear to dispatchers, satisfying the centralized-dispatch-with-local-visibility requirement inside a single environment.

Answer

Use a single environment with manual tagging of records by country and train dispatchers to filter manually.

Answer

Use a single environment and rely on record ownership by teams to restrict visibility.

Answer

Create separate Dynamics 365 environments for each country and use data integration to consolidate reporting.

Question 11

A company wants to track the status of customer issues from creation to resolution. Which entity in Dynamics 365 Customer Service should they use?

Accepted Answer

Case. Cases are used to track customer issues. Leads are for sales prospects, Opportunities for potential sales, and Accounts for organizations.

Answer

Lead

Answer

Account

Answer

Opportunity

Question 12

A manager wants to automatically summarize a long support case and draft a reply for the agent. Which capability in Dynamics 365 Customer Service uses AI for this?

Accepted Answer

Copilot. Copilot in Dynamics 365 Customer Service is the AI capability that can summarize long case records and generate draft replies for agents. It uses Azure OpenAI models integrated into the Customer Service workspace to produce case summaries and suggested responses directly within the agent interface. This is distinct from knowledge management or analytics features.

Answer

Knowledge Base

Answer

Conversation Insights

Answer

Customer Service Insights

Question 13

A field service organization wants to ensure that technicians have the latest version of the work order instructions and can update the status even when they are in areas without internet connectivity. Which capability should they configure?

Accepted Answer

Field Service mobile app with offline capabilities. The Field Service mobile app supports offline capabilities, allowing technicians to access and update work orders without internet connectivity. This makes option A correct. Resource Scheduling Optimization (B) is for scheduling and not for offline access. Dynamics 365 Remote Assist (C) requires internet for video calls. Schedule Board (D) also requires internet connectivity.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Remote Assist

Answer

Schedule Board

Question 14

Which THREE capabilities are provided by Dynamics 365 Field Service? (Choose 3)

Accepted Answer

Inventory and parts tracking. Dynamics 365 Field Service is built around the core field-service workflow, so option B (Inventory and parts tracking) is correct because it includes inventory, warehouse, and truck-stock management to ensure technicians have the parts needed for jobs. Option C (Work order management) is correct because work orders are the central record for scheduling, tracking, and completing service tasks, including incidents, tasks, and service history. Option E (Technician scheduling and dispatch) is correct because the solution provides resource scheduling and dispatch capabilities to assign the right technicians to work orders based on skills, location, and availability. Options A (Marketing campaign automation) and D (Financial accounting and reporting) are not Field Service capabilities; marketing automation belongs to Dynamics 365 Customer Insights - Journeys, and financial accounting and reporting belong to Dynamics 365 Finance.

Answer

Marketing campaign automation

Answer

Financial accounting and reporting

Question 15

A company uses Dynamics 365 Field Service and wants to integrate with an external IoT platform to receive alerts. The alerts should create work orders in Field Service. Which integration method should they use?

Accepted Answer

Use Connected Field Service with Azure IoT Hub.. Connected Field Service with Azure IoT Hub is the standard integration method for ingesting IoT alerts and creating work orders in Dynamics 365 Field Service. Option A is incorrect because the Data Export Service is designed for exporting data for analytics, not for real-time work order creation. Option B is incorrect while a custom API endpoint could be built, it is not the recommended integration method; Connected Field Service provides out-of-the-box functionality. Option D is incorrect because Power Automate polling is not reliable for real-time IoT alerts and lacks native IoT connectivity.

Answer

Use Dynamics 365 Data Export Service.

Answer

Build a custom API endpoint.

Answer

Use Power Automate to poll the external IoT platform.