MB-910 Practice Test 31 — 15 Questions

Question 1

Your company wants to provide a consistent customer experience across email, chat, and phone. Agents should see the entire interaction history in one place. Which Dynamics 365 Customer Service feature should you implement?

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

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service integrates email, chat, and phone into a single interface, allowing agents to view the entire interaction history in one place. Option B is incorrect because Service Scheduling is used to manage appointments and resources, not for channel unification. Option C is incorrect because Customer Service workspace is the unified agent interface but relies on Omnichannel to bring in multiple channels; without Omnichannel, it does not provide cross-channel history. Option D is incorrect because Copilot for Service provides AI-powered suggestions and automation, not channel unification.

Answer

Service Scheduling

Answer

Customer Service workspace

Answer

Copilot for Service

Question 2

A sales organization uses Dynamics 365 Sales and wants to analyze historical win rates by product category. The manager needs a custom report that displays the win rate percentage for each product category over the last 12 months. What is the recommended approach?

Accepted Answer

Create a Power BI report using the Dynamics 365 connector. Power BI can connect to Dynamics 365 Sales via the Dynamics 365 connector, allowing creation of custom reports that analyze historical win rates by product category over 12 months. Option B is wrong: creating a custom entity to store win rates is not a reporting solution; it complicates data management. Option C is wrong: out-of-the-box Sales Dashboard may not provide the required custom grouping and time filter. Option D is wrong: exporting to Excel is manual and not a scalable or automated solution.

Answer

Create a custom entity to store win rates

Answer

Use the out-of-the-box Sales Dashboard

Answer

Export data to Excel and create a PivotTable

Question 3

Which two entities are essential for tracking inventory in Dynamics 365 Field Service?

Accepted Answer

Warehouses. The correct answers are A and E. Warehouses are essential for tracking inventory as they represent physical storage locations, and Products are the items being tracked in inventory. Option B is incorrect because Customer Assets represent equipment owned by customers, not inventory. Option C is incorrect because Work Orders are used to manage service tasks, not inventory. Option D is incorrect because Resource Roles define technician skills and certifications, not inventory.

Answer

Customer Assets

Answer

Work Orders

Answer

Resource Roles

Question 4

Contoso Pharmaceuticals uses Dynamics 365 Customer Service to handle sensitive patient data. They have strict compliance requirements: only authorized users can view case details, and all access must be audited. The compliance officer wants to ensure that when a case is resolved, the case remains accessible for read-only for 7 years, after which it should be automatically deleted. Additionally, the IT administrator needs to set up a policy that automatically purges cases older than 7 years. The company also uses Microsoft Purview for data governance. Which approach should the administrator take?

Accepted Answer

Create a retention policy in Dynamics 365 that automatically deletes cases after 7 years, and integrate with Microsoft Purview for compliance.. Dynamics 365 provides native retention policies that can automatically delete records after a specified period, such as 7 years. Integrating with Microsoft Purview allows centralized management of retention policies across the organization, ensuring compliance with data governance requirements. Options B, C, and D are incorrect because manual deletion is error-prone and not automatic, business rules cannot delete records, and field-level security only controls visibility, not deletion.

Answer

Create a manual process to delete cases older than 7 years every month.

Answer

Disable case records after 7 years using a business rule.

Answer

Use field-level security to hide case data after 7 years.

Question 5

Which THREE of the following are data sources that can be ingested into Dynamics 365 Customer Insights - Data?

Accepted Answer

Salesforce. Dynamics 365 Customer Insights - Data supports ingesting data from Salesforce via its built-in Power Query connectors. This allows organizations to unify customer data from CRM systems like Salesforce into a single customer data platform (CDP) for 360-degree views.

Answer

Answer

SAP Concur

Question 6

An organization wants to enable customers to find answers from a public-facing knowledge base without contacting support. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Customer Service portal (Power Pages). A Customer Service portal (built on Power Pages) provides a public-facing knowledge base that enables customers to find answers through self-service without contacting support. Option A is wrong because the Customer Service admin center is used for configuration, not for end-user self-service. Option C is wrong because Omnichannel for Customer Service handles live interactions across channels, not self-service knowledge base access. Option D is wrong because Dynamics 365 Copilot assists agents, not customers directly.

Answer

Customer Service admin center

Answer

Omnichannel for Customer Service

Answer

Dynamics 365 Copilot

Question 7

A marketing manager wants to view a 360-degree view of a specific customer in Dynamics 365 Customer Insights. Which entity should they look at?

Accepted Answer

Customer profile. The customer profile entity in Dynamics 365 Customer Insights is the unified, 360-degree view of a customer, aggregating data from multiple sources into a single record. It provides a comprehensive view of customer attributes, interactions, and relationships, enabling the marketing manager to see all relevant information in one place.

Answer

Activity

Answer

Segment

Answer

Measure

Question 8

A marketing manager wants to create a customer segment based on purchase history and website behavior. Which Dynamics 365 tool should they use?

Accepted Answer

Dynamics 365 Customer Insights - Data. Dynamics 365 Customer Insights - Data enables creating unified customer profiles and segments based on purchase history and website behavior. Option A (Customer Service) is for support cases. Option B (Marketing) is for campaign management. Option D (Sales) is for managing sales processes.

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Marketing

Answer

Dynamics 365 Sales

Question 9

A field service organization wants to ensure that technicians have the correct parts on their truck before leaving for a job. Which feature should they use to reserve parts for a specific work order?

Accepted Answer

Inventory Reservations. Inventory Reservations allow the organization to allocate specific parts from inventory to a particular work order, ensuring the technician has the correct parts on the truck. Option A (Work Order Products) is used to record the consumption of parts after the job is completed, not for reserving parts in advance. Option C (Transfer Orders) are used to transfer stock between warehouses or locations, not for reserving parts for a specific work order. Option D (Purchase Orders) are used to order parts from suppliers, not for internal reservation.

Answer

Work Order Products

Answer

Transfer Orders

Answer

Purchase Orders

Question 10

A global field service company needs to enforce that technicians only see work orders assigned to them, while dispatchers see all work orders. What is the best approach in Dynamics 365 Field Service?

Accepted Answer

Configure security roles and field security profiles to restrict work order visibility based on assigned resource.. Security roles and field security profiles in Dynamics 365 Field Service enable role-based access control to restrict work order visibility. Technicians can be given a security role that limits their view to work orders where they are the assigned resource, while dispatchers have a role that allows viewing all work orders. Option A is wrong because business units organize by territory but do not automatically filter by assignment. Option B is wrong because the scheduling board is a scheduling tool, not a security mechanism. Option D is wrong because manual sharing is for per-record access and is not scalable for role-based visibility.

Answer

Create separate business units for each territory.

Answer

Customize the scheduling board to hide unassigned work orders.

Answer

Use manual sharing to grant access to individual work orders.

Question 11

A field service organization wants to use Copilot to help technicians find relevant knowledge articles quickly while on site. Which feature should be enabled?

Accepted Answer

Copilot in Dynamics 365 Field Service. Copilot in Dynamics 365 Field Service provides AI-powered assistance to help technicians find relevant knowledge articles and answer questions while on site. Option A is incorrect because Copilot in Dynamics 365 Customer Service is designed for customer service agents, not field service technicians. Option C is incorrect because Resource Scheduling Optimization is used for optimizing schedules, not for finding knowledge articles. Option D is incorrect because Connected Field Service is for IoT device integration and remote monitoring, not for AI-assisted knowledge retrieval.

Answer

Copilot in Dynamics 365 Customer Service

Answer

Resource Scheduling Optimization

Answer

Connected Field Service

Question 12

A company wants to combine data from Microsoft 365, Dynamics 365, and their custom app into one customer data platform. Which Dynamics 365 Customer Insights capability enables this?

Accepted Answer

Data ingestion and unification. Data ingestion and unification (Option B) is the correct capability for combining data from Microsoft 365, Dynamics 365, and custom apps into a single customer data platform. This feature connects to various data sources, ingests the data, and unifies it into a unified customer profile. Option A (Measures) is for defining KPIs and metrics, not for data combination. Option C (Customer segments) is for creating groups of customers after data is unified. Option D (Prediction models) uses unified data to predict outcomes, not to combine data sources.

Answer

Measures

Answer

Customer segments

Answer

Prediction models

Question 13

Refer to the exhibit. A Resource Scheduling Optimization rule is configured as shown. Which impact does this rule have on scheduling?

Accepted Answer

Technicians are scheduled to minimize travel time within 30 minutes.. The rule minimizes travel time with a maximum of 30 minutes. Option B is wrong because the rule requires HVAC skills, so technicians without those skills are not eligible. Option C is wrong because the goal is to minimize travel time, not maximize. Option D is wrong because the rule does not specify after-hours.

Answer

Technicians without HVAC skills are still eligible.

Answer

Technicians are scheduled to maximize travel time.

Answer

Scheduling is restricted to after-hours work.

Question 14

During a sales call, a rep wants to quickly view the customer's past purchases and support tickets. Which Dynamics 365 Sales feature provides a consolidated timeline of customer interactions?

Accepted Answer

Timeline. The Timeline feature in Dynamics 365 Sales provides a consolidated chronological view of all customer interactions, including past purchases, support tickets, activities, notes, and posts. Option A is incorrect because the Activity Feed shows real-time updates but not a full historical timeline. Option B is incorrect because the Relationship Assistant provides proactive insights and recommendations, not a timeline view. Option D is incorrect because the Summary Form displays key fields and data from related records but does not aggregate the chronological timeline.

Answer

Activity Feed

Answer

Relationship Assistant

Answer

Summary Form

Question 15

Which THREE are standard stages in the default opportunity sales process? (Select three.)

Accepted Answer

Develop. The standard stages in the default opportunity sales process are Qualify, Develop, and Close. Option B (Develop), C (Close), and E (Qualify) are correct. Option A (Proposal) is incorrect; the correct stage name is 'Propose', not 'Proposal'. Option D (Identify) is not a standard stage in the default process.

Answer

Proposal

Answer

Identify