MB-910 Practice Test 32 — 15 Questions

Question 1

A case with Priority 'High' and CustomerTier 'Gold' is created. However, no certified senior agent is available. What happens to the case?

Accepted Answer

The case stays in the PremiumSupportQueue until a certified senior agent becomes available.. In Dynamics 365 Customer Service, when a case is created with Priority 'High' and CustomerTier 'Gold', routing rules direct it to the PremiumSupportQueue. If no certified senior agent is available, the case stays in the queue until an eligible agent becomes available. Option A is incorrect because escalation is not triggered by queue assignment. Option B is incorrect because the case is not assigned to a random agent; it waits for a certified senior agent. Option C is incorrect because the case is assigned to the queue, not left unassigned.

Answer

The case is escalated to a supervisor.

Answer

The case is assigned to any available agent.

Answer

The case remains unassigned in the system.

Question 2

A field service organization wants to provide technicians with real-time navigation to customer sites without leaving the Field Service Mobile app. Which integration should be configured?

Accepted Answer

Enable Azure Maps integration. Dynamics 365 Field Service natively integrates with Azure Maps, providing real-time navigation and mapping capabilities directly within the Field Service Mobile app without requiring external services. Option A (Google Maps Platform) is incorrect because it is not natively integrated and would require custom development. Option C (Power Automate) is incorrect because Power Automate is designed for workflow automation, not real-time mapping. Option D (Bing Maps API) is incorrect because, while Bing Maps is a Microsoft product, Field Service's native mapping integration is Azure Maps, not Bing Maps API.

Answer

Use Google Maps Platform

Answer

Use Power Automate to open a map app

Answer

Integrate with Bing Maps API

Question 3

A marketing manager wants to see a 360-degree view of each customer, including their interactions, purchases, and support tickets. Which Dynamics 365 tool provides this?

Accepted Answer

Customer Insights - Data. Customer Insights - Data (option A) is the correct tool because it is specifically designed to unify customer data from multiple sources (e.g., interactions, purchases, support tickets) into a single, 360-degree customer view. It uses data ingestion, entity matching, and unification processes to create a comprehensive profile, directly addressing the marketing manager's requirement.

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Customer Service

Answer

Customer Insights - Journeys

Question 4

Your Dynamics 365 Sales team uses Copilot to help draft emails. However, some users report that the suggested content is irrelevant. What should you check first?

Accepted Answer

Data quality and completeness of CRM records. Copilot suggestions in Dynamics 365 Sales rely on the quality and completeness of CRM data, such as customer interactions and preferences. Inaccurate or incomplete records can lead to irrelevant suggestions. Therefore, the first step should be to check data quality. Option A (licensing) affects feature availability, not relevance. Option C (privacy settings) may restrict data access but is less likely to cause irrelevance. Option D (user permissions) deals with access rights, not AI suggestion accuracy.

Answer

Copilot licensing

Answer

Organization's privacy settings

Answer

User permissions for sharing

Question 5

Refer to the exhibit. A case is created on January 15, 2025 at 14:30 UTC with a Gold Support SLA that has a response time of 2 hours during business hours (9:00-17:00). When is the response due?

Accepted Answer

January 15, 2025 at 16:30. The case is created on January 15, 2025 at 14:30 UTC. Business hours are 9:00-17:00. The SLA response time is 2 hours, counting only business hours. From 14:30 to 16:30 is exactly 2 hours within the same business day, so the response is due by 16:30 UTC on January 15, 2025. Therefore, option B is correct.

Answer

January 15, 2025 at 14:30

Answer

January 15, 2025 at 17:30

Answer

January 16, 2025 at 09:30

Question 6

A sales manager reports that the Opportunity record for a high-value deal shows a negative estimated revenue of -$15,000. The system currency is USD. The opportunity was created by importing data via a legacy integration. What is the most likely cause of this issue?

Accepted Answer

The estimated revenue field was manually overridden with a negative value during data import.. The most likely cause is that the Estimated Revenue field was manually overridden with a negative value during the data import. In Dynamics 365, the Estimated Revenue on an opportunity is typically calculated as (Estimated Quantity × Price per Unit × Close Probability). However, it can be manually overridden. If the import process set the field directly to -$15,000, that would explain the negative value. Option A is incorrect because sufficient privileges do not filter positive vs. negative revenue; they control access to records. Option C is incorrect because close probability cannot exceed 100% in Dynamics 365; the system accepts values only from 0 to 100%. Option D is incorrect because the currency exchange rate for USD is 1:1 and cannot be inverted to produce a negative amount.

Answer

The user does not have sufficient privileges to view positive revenue.

Answer

The opportunity's close probability was set to more than 100%.

Answer

The currency exchange rate for USD is inverted.

Question 7

Match each Microsoft Dynamics 365 component to its primary function.

Accepted Answer

Dynamics 365 Sales: Manage sales pipelines and customer interactions. Dynamics 365 Sales manages pipelines and customer interactions, Customer Service handles cases and requests, Marketing automates campaigns and lead generation, and Field Service schedules field operations. Common confusions include swapping Sales with Customer Service or Marketing with Field Service.

Answer

Dynamics 365 Sales: Handle customer support cases and service requests

Answer

Dynamics 365 Marketing: Schedule and manage field service operations

Question 8

Your Customer Insights data shows that some customer profiles have missing phone numbers. You have a third-party data provider that can supply phone numbers based on email addresses. Which capability should you use to add this data?

Accepted Answer

Data enrichment. Data enrichment is the correct capability because it allows you to enhance existing customer profiles by appending missing attributes—such as phone numbers—from an external third-party data provider. In Dynamics 365 Customer Insights, enrichment uses a matching key (e.g., email address) to pull in additional data from a configured provider without overwriting or merging entire records.

Answer

Data merge

Answer

Data import

Answer

Data matching

Question 9

After migrating to Dynamics 365, a sales team notices that duplicate leads are being created. They want to automatically detect and resolve duplicates upon creation. What should they configure?

Accepted Answer

Duplicate Detection rules. Duplicate Detection rules are the native mechanism in Dynamics 365 to automatically detect and resolve duplicate leads upon creation. Option A (Power Automate flow) is incorrect; while possible, it requires custom logic and is not the built-in solution. Option C (Business Rules) is incorrect as they control form behavior, not duplicate detection. Option D (Data Management settings) is incorrect because those settings handle duplicates during data imports, not real-time creation.

Answer

Power Automate flow

Answer

Business Rules

Answer

Data Management settings

Question 10

Which TWO capabilities are provided by Copilot for Sales? (Choose two.)

Accepted Answer

Suggest email replies based on CRM data. Copilot for Sales uses AI to suggest email replies based on CRM data, such as recent interactions, opportunities, and account details, directly within the user's email client. This capability helps sellers respond faster and more accurately without leaving their email workflow.

Answer

Predict lead conversion probability

Answer

Automatically send follow-up emails

Answer

Create sales pipelines automatically

Question 11

A company is implementing Dynamics 365 Customer Insights and wants to ensure that customer data privacy regulations, such as GDPR, are adhered to. Which feature should they configure to allow customers to request deletion of their data?

Accepted Answer

Enable the data privacy feature to handle deletion requests. Dynamics 365 Customer Insights includes a dedicated data privacy feature that provides a built-in mechanism to handle data subject requests (DSRs) under GDPR. This feature allows administrators to process deletion requests by searching for a customer's data across the system and permanently removing it, ensuring compliance with privacy regulations without custom development.

Answer

Configure consent management for each customer

Answer

Set up data retention policies

Answer

Create a customer segment for deletion flags

Question 12

Woodland Services is a field service company that provides HVAC maintenance. They use Dynamics 365 Field Service. Their dispatchers use the schedule board to assign work orders manually. Recently, they have experienced an increase in customer complaints about missed appointments. Upon investigation, they find that some work orders are not being assigned to technicians because the dispatchers are overwhelmed. The company wants to automate the scheduling process to ensure all work orders are assigned promptly. Additionally, they need to consider that some work orders require specific certifications (e.g., handling refrigerants). The company has 10 technicians, each with different skills and territories. Which solution should the company implement?

Accepted Answer

Configure Resource Scheduling Optimization to automatically assign work orders based on skills and location.. Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service can automatically assign work orders to technicians based on predefined rules, including skill requirements (e.g., refrigerant certification) and geographic proximity. This directly addresses the dispatcher overload and ensures all work orders are assigned promptly without manual intervention.

Answer

Enable the customer portal for customers to choose their preferred technician.

Answer

Implement a skill-matching rule in the schedule board to highlight qualified technicians.

Answer

Hire additional dispatchers to handle the workload.

Question 13

A customer service manager wants to define different service level agreements (SLAs) for different case types, such as high priority and low priority. The SLAs should automatically apply when a case is created. Which configuration should the manager use?

Accepted Answer

SLA KPIs. SLA KPIs (Key Performance Indicators) allow service managers to define and track time-based metrics for different case types, such as high and low priority. When a case is created, the associated SLA KPI automatically applies based on the case type. Option A is incorrect because queues are used for routing and grouping cases, not for SLA definitions. Option C is incorrect because entitlements define the level of service a customer is entitled to, but they do not enforce time-based SLAs. Option D is incorrect because routing rules determine how cases are assigned to agents, not SLA conditions.

Answer

Queue configuration

Answer

Entitlements

Answer

Routing rules

Question 14

You are a data analyst for a financial services company that uses Dynamics 365 Customer Insights. Your organization wants to use the Customer Insights data to improve customer retention. You have access to transaction data, customer service call logs, and web browsing behavior data. You need to identify customers who are likely to churn in the next 30 days. The solution must use built-in AI capabilities. What should you do?

Accepted Answer

Use the built-in Churn Prediction model in Dynamics 365 Customer Insights to analyze the data and get churn scores for each customer.. Dynamics 365 Customer Insights includes a built-in AI-powered Churn Prediction model that analyzes transaction data, customer service logs, and web browsing behavior to generate churn scores for each customer. This model uses pre-trained machine learning algorithms specifically designed for customer retention scenarios, requiring no custom development or external tools. It directly meets the requirement to use built-in AI capabilities without manual intervention or export to other services.

Answer

Export all data to Azure Machine Learning and build a custom churn prediction model, then import the results back into Customer Insights.

Answer

Use Dynamics 365 Customer Insights to export the data to Power BI, visualize churn patterns, and manually identify likely churners.

Answer

Create a manual segmentation rule in Customer Insights based on customers with no purchases in the last 30 days.

Question 15

A sales organization uses Dynamics 365 Sales and wants to enforce a consistent sales process where opportunities must move through stages in order: Qualify → Develop → Propose → Close. Which feature should be used?

Accepted Answer

Business Process Flow. Business Process Flow (BPF) is the correct feature because it enforces a sequential stage progression (Qualify → Develop → Propose → Close) in Dynamics 365 Sales. BPFs guide users through a defined sales process, ensuring opportunities cannot skip stages or move out of order, which directly meets the requirement for a consistent, enforced pipeline.

Answer

Workflow

Answer

Sales Pipeline chart

Answer

Goal Management