MB-910 Practice Test 33 — 15 Questions

Question 1

A global field service company uses Dynamics 365 Field Service to manage work orders across multiple time zones. Dispatchers need to see technician availability in their local time. Which configuration is required to ensure that availability is displayed correctly?

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

Accepted Answer

Set the time zone on each resource record. The time zone on each resource record determines the technician's local time, which is used by the schedule board to display availability correctly across time zones. Option A is wrong because Field Service settings do not have a global time zone conversion toggle; time zone handling is per resource or booking. Option B is wrong because configuring the schedule board to use UTC would show all times in UTC, not the dispatcher's local time. Option C is wrong because the booking time zone on a work order is for the location of the work, not the technician's availability.

Answer

Enable time zone conversion in Field Service settings

Answer

Configure the schedule board to use UTC

Answer

Set the booking time zone on each work order

Question 2

A marketing team wants to send personalized email campaigns based on customer lifetime value (CLV) scores. They have already built a CLV prediction model in Customer Insights. What is the next step to use these scores in a marketing campaign?

Accepted Answer

Create a segment based on the CLV prediction in Customer Insights. In Dynamics 365 Customer Insights, predictions like CLV are stored as data entities. To use them in a marketing campaign, you must first create a segment that filters customers based on the CLV prediction score. This segment can then be exported or used directly in Dynamics 365 Marketing journeys. Option A is correct because segments are the bridge between Customer Insights data and Marketing campaign targeting.

Answer

Use the prediction directly in a Marketing journey

Answer

Use Power BI to visualize the CLV scores

Answer

Export the CLV scores to Excel and import into Dynamics 365 Marketing

Question 3

Which TWO of the following are key capabilities of Dynamics 365 Field Service? (Select TWO.)

Accepted Answer

Scheduling and dispatching. Options B and D are correct. Scheduling and dispatching and work order management are core capabilities of Dynamics 365 Field Service. Option A is incorrect because lead management is part of Dynamics 365 Sales. Option C is incorrect because invoice processing is part of Dynamics 365 Finance. Option E is incorrect because marketing automation is part of Dynamics 365 Marketing.

Answer

Lead management

Answer

Invoice processing

Answer

Marketing automation

Question 4

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?

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 5

A marketing team wants to create a targeted email campaign based on customer segments in Dynamics 365 Marketing. Which entity should they use to define the segment?

Accepted Answer

Segment. In Dynamics 365 Marketing (Customer Insights - Journeys), the entity used to define customer segments is 'Segment'. Marketing List is a legacy term from the classic app. Option C (Segment) is correct. Customer Voice is a survey tool, Lead and Account are not used for segmentation.

Answer

Customer Voice

Answer

Lead

Answer

Account

Question 6

A company wants to use Dynamics 365 Customer Insights to create a unified customer profile. The data sources include a CRM system, a loyalty program database, and web analytics. What is the first step they should take?

Accepted Answer

Configure data sources and ingest data. In Dynamics 365 Customer Insights, the first step to creating a unified customer profile is to configure data sources and ingest data. Without data ingestion, there is no customer data to unify, segment, or analyze. This foundational step connects the CRM system, loyalty program database, and web analytics to the platform, enabling subsequent unification and segmentation.

Answer

Define unification rules

Answer

Set up connections to Power BI

Answer

Create a customer segment

Question 7

A company wants to enrich customer profiles with external demographic data from a third-party provider. Which feature in Customer Insights allows them to import and map this data?

Accepted Answer

Data sources. Data sources allow you to connect to and import data from external systems, including third-party demographic providers. Option B (Connectors) is a component within Data sources, not a standalone feature for importing. Option D (Enrichment) is used to enhance existing customer profiles with additional data, but the data must first be imported via Data sources. Option A (Data profiling) is used to analyze data quality and structure, not to import data.

Answer

Data profiling

Answer

Connectors

Answer

Enrichment

Question 8

A dispatcher needs to see real-time location of all technicians to assign emergency work orders. Which tool should the dispatcher use?

Accepted Answer

Schedule board. The Schedule Board in Dynamics 365 Field Service provides a real-time, map-based view of all technicians' locations and their current work orders. This allows dispatchers to see who is available and geographically closest to an emergency, enabling them to assign work orders efficiently. The Schedule Board is the primary tool for manual dispatching and real-time resource visibility.

Answer

Field Service mobile app

Answer

Resource Scheduling Optimization

Answer

Customer portal

Question 9

A telecommunications company uses Dynamics 365 Customer Insights to analyze customer churn. They have created a churn prediction model and want to take real-time actions when a customer is predicted to churn, such as sending a retention offer. Which integration should they use?

Accepted Answer

Real-time marketing in Dynamics 365. Real-time marketing in Dynamics 365 Customer Insights enables immediate, automated actions (such as sending retention offers) when a churn prediction model triggers. This integration uses customer segments and triggers from the prediction model to initiate outbound communications in real time, aligning with the requirement for real-time actions.

Answer

Enrichment from Azure Data Lake

Answer

Power Automate to send email

Answer

Power BI embedded reports

Question 10

A sales organization has a complex sales process that involves multiple departments (sales, legal, finance) and requires approvals at various stages. For example, when an opportunity reaches the Negotiation stage, a discount approval from a manager is required, and later a contract approval from legal. The company wants to automate these approval processes within Dynamics 365 Sales without custom coding. Which feature should they use?

Accepted Answer

Create a business process flow with approval steps using out-of-the-box approval processes.. Business process flows can trigger approval workflows. Approval workflows (via Power Automate or OOTB) can be integrated. Power Automate alone is not native to Sales. Sales Copilot does not handle approvals. The correct approach is to use business process flows with approval steps.

Answer

Use Power Automate to send emails to approvers and manually track responses.

Answer

Use SharePoint workflow integrated with Dynamics 365.

Answer

Configure Sales Copilot to suggest approvals.

Question 11

A sales organization wants to use Dynamics 365 Sales to automatically generate personalized email content for follow-ups based on customer interactions. Which feature should they leverage?

Accepted Answer

Sales Copilot. Sales Copilot (A) is correct because it uses AI to analyze customer interactions (e.g., emails, meetings, calls) and automatically generates personalized follow-up email content, including suggested replies and next steps, directly within the Dynamics 365 Sales workflow. This feature leverages Microsoft's Copilot AI to understand context from CRM data and communication history, enabling tailored outreach without manual template selection or campaign setup.

Answer

Quick campaigns

Answer

Auto capture

Answer

Email templates

Question 12

A company uses Dynamics 365 Customer Insights and wants to ensure compliance with data privacy regulations. Which THREE actions should they take?

Accepted Answer

Audit data access and usage. Auditing data access and usage (Option B) is a core compliance requirement because it enables organizations to track who accessed customer data, when, and for what purpose. Dynamics 365 Customer Insights provides built-in auditing capabilities that log all data interactions, which is essential for demonstrating compliance with regulations like GDPR and CCPA.

Answer

Enable encryption at rest

Answer

Deploy Copilot for Customer Insights

Question 13

In Dynamics 365 Customer Service, what is the primary purpose of creating a Service Level Agreement (SLA) for case management?

Accepted Answer

To define and track time-based performance targets for case resolution.. In Dynamics 365 Customer Service, an SLA (Service Level Agreement) is primarily used to define and track time-based performance targets, such as the time to first response or case resolution. When a case is created, the SLA calculates key performance indicators (KPIs) against these targets, triggering warnings or escalations if deadlines are missed. This ensures that service teams meet contractual obligations and maintain consistent response and resolution times.

Answer

To calculate customer satisfaction scores.

Answer

To provide customers with self-service knowledge articles.

Answer

To automatically route cases to the appropriate agent.

Question 14

A sales manager reviews the goal exhibit. The actual revenue is $425,000 against a target of $500,000. What does the percentage achieved indicate?

Accepted Answer

The goal is 85% of the target.. The percentage achieved is calculated by dividing actual revenue ($425,000) by the target ($500,000) and multiplying by 100, which equals 85%. In Dynamics 365 Sales, goal metrics track actuals against targets to show progress, and 85% indicates the goal is 85% of the target, not over or fully achieved.

Answer

The goal is 15% over target.

Answer

The goal is 85% over target.

Answer

The goal has been fully achieved.

Question 15

During a case, an agent wants to send an email to the customer and automatically save a copy to the case timeline. Which action should the agent take?

Accepted Answer

Use the Email activity from the timeline. The Email activity from the timeline allows the agent to compose and send an email directly from the case record. When sent, the email is automatically saved as an activity in the case timeline, ensuring a complete audit trail without manual steps.

Answer

Create a knowledge article

Answer

Add the email to a queue

Answer

Use the Copilot pane to compose an email