MB-910 Practice Test 34 — 15 Questions

Question 1

You review the Resource Scheduling Optimization configuration for a Dynamics 365 Field Service environment. Based on the exhibit, what is a likely outcome of this configuration?

Accepted Answer

Technicians may be assigned to work orders they are not qualified for. The correct answer is B: technicians may be assigned to work orders they are not qualified for. In Resource Scheduling Optimization, if the requirement's characteristics (such as skills, territories, or resource types) are not properly matched against the bookable resource's characteristics, RSO can still schedule the work order to a resource that lacks the required qualifications, because RSO optimizes based on the configured constraints and objectives rather than enforcing skill matching unless it is explicitly set up. Options A and C are incorrect because the scheduling horizon is defined by the RSO scope and schedule, not by a fixed 30-day or 24-hour default. Option D is incorrect because RSO aims to minimize travel time as part of its optimization goals, not maximize it.

Answer

Work orders are scheduled up to 30 days in advance

Answer

Technicians are scheduled only for the next 24 hours

Answer

Travel time is maximized to reduce costs

Question 2

A company uses Dynamics 365 Field Service with Connected Field Service for IoT alerts. An IoT device sends a high-temperature alert, but no work order is automatically created. You need to diagnose why the work order was not generated. What is the most likely cause?

Accepted Answer

The device that sent the alert is not registered in Dynamics 365 Field Service.. The correct answer is C: the device that sent the alert is not registered in Dynamics 365 Field Service. In Connected Field Service, an IoT alert must be associated with a registered device (customer asset) before the system can map it to the correct service account and trigger the automated work order creation process; if the device is unregistered, the alert is received but no work order is generated. Option A is incorrect because a missing work order template would typically result in a different failure mode or error, not the silent absence of a work order for a specific alert. Option B is incorrect because if IoT Hub were not configured at all, no IoT alerts would flow into Field Service, not just this one. Option D is incorrect because the scenario states an IoT alert was sent, and the source being Azure IoT Hub is the expected integration path, so this would not explain the missing work order.

Answer

The work order template for high-temperature alerts is not configured.

Answer

The IoT Hub connection is not configured in Field Service settings.

Answer

The IoT alert was not sent from an Azure IoT Hub device.

Question 3

A field service organization uses Dynamics 365 Field Service to manage work orders. Technicians report that their mobile app does not show the customer's asset details even though the asset is linked to the work order. You need to ensure asset details are visible on the mobile app. What should you configure?

Accepted Answer

Configure the Field Service Mobile configuration to include asset details.. The correct option is A: Configure the Field Service Mobile configuration to include asset details. The Field Service Mobile app uses the Mobile Configuration (msdyn_mobileappconfiguration) to control which entities, views, and forms are available offline and on the technician's device, so asset details will only appear if the Customer Asset entity and its related views are added to that configuration. Options B, C, and D do not control mobile app content: Field Service settings in the admin center govern scheduling and work order behavior, work order types define incident/priority templates rather than mobile views, and the Bookable Resource record only defines the technician's resource attributes and does not affect which entities the mobile app displays.

Answer

Modify the field service settings in the Dynamics 365 admin center.

Answer

Change the work order type to include asset details.

Answer

Update the Bookable Resource record for each technician.

Question 4

An agent is handling a chat conversation via Omnichannel and needs to quickly look up a related knowledge article. Without leaving the conversation, how can the agent find it?

Accepted Answer

Use the knowledge base search panel within the conversation. The Omnichannel agent interface includes an embedded knowledge base search panel that lets the agent search and open articles without leaving the active conversation. This is the designed in-context lookup path so the agent can paste answers or link articles directly into the chat. It avoids context switching and preserves the session.

Answer

Escalate the chat to a supervisor

Answer

Open a new browser tab and search the customer portal

Answer

Ask Copilot to fetch the article

Question 5

A technician is dispatched to install a new piece of equipment at a customer site. Which Dynamics 365 Field Service component should the technician use to view step-by-step instructions and capture data like serial numbers and photos?

Accepted Answer

Field Service Mobile app. The Field Service Mobile app provides technicians with work order details, step-by-step instructions, and the ability to capture data like serial numbers and photos offline. Option A is wrong because the Power Apps mobile app is a platform for building custom apps, not a ready-to-use field service solution. Option B is wrong because the Customer Service workspace is designed for customer service agents handling cases and communications, not for field technicians. Option D is wrong because Dynamics 365 Remote Assist is used for remote collaboration via mixed reality, not for completing structured task instructions.

Answer

Power Apps mobile app

Answer

Customer Service workspace

Answer

Dynamics 365 Remote Assist

Question 6

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 in Dynamics 365 Sales allow you to define a series of automated actions (emails, tasks, phone calls) that trigger based on conditions such as lead creation or inactivity. They also provide analytics to track effectiveness, matching the requirement.

Answer

Business process flows

Answer

Power Automate flows

Answer

Workflows (classic)

Question 7

A dispatcher wants to automatically assign work orders to the nearest available technician with the required skills. Which tool should they configure?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the Dynamics 365 Field Service add-in that automatically assigns work orders to the best-fit technician based on configurable objectives such as proximity, skills, priority, and availability. It runs as a scheduled or on-demand optimization job and produces assignments without manual dispatcher intervention, which matches the requirement exactly.

Answer

Manual scheduling using the Schedule Board

Answer

Schedule Board with filters

Answer

Connected Field Service

Question 8

Which TWO features in Dynamics 365 Sales help sales reps prioritize their daily tasks and focus on high-value activities?

Accepted Answer

Work List. The Work List in Dynamics 365 Sales is a prioritized, actionable list that aggregates items such as leads, opportunities, and activities due today or overdue, letting reps focus on the most important tasks first. The Relationship Assistant generates automated, context-aware action cards (e.g., reminders to follow up on a neglected opportunity or an email awaiting a reply) that surface timely next steps directly in the rep's workflow. Together these two features are designed specifically to help reps prioritize daily tasks and concentrate on high-value activities. Goal Management tracks progress against targets but does not prioritize individual daily tasks, Forecasting projects revenue pipeline rather than guiding daily work, and Predictive Lead Scoring ranks leads by conversion likelihood but does not itself organize a rep's daily task list.

Answer

Goal Management

Answer

Forecasting

Answer

Predictive Lead Scoring

Question 9

Which THREE of the following are key features of Dynamics 365 Sales Insights?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (C) is a core Sales Insights capability that uses machine learning models to score leads based on historical data and likelihood to convert, helping sellers prioritize their pipeline. Conversation Intelligence (D) is also a key Sales Insights feature that analyzes recorded sales calls and meetings to extract keywords, sentiment, and competitor mentions, providing coaching insights. Relationship Analytics (E) is another Sales Insights feature that uses data from Dynamics 365 and Microsoft Exchange to visualize relationship health, activity history, and network strength with customers. Sequences (A) is a feature of Dynamics 365 Sales (Sales Accelerator), not Sales Insights, and Product Catalog (B) is a standard Dynamics 365 Sales capability for managing products, price lists, and units, not a Sales Insights feature.

Answer

Sequences

Answer

Product Catalog

Question 10

Contoso Ltd. uses Dynamics 365 Customer Service and has a team of support agents who handle cases. The company wants to ensure that agents are meeting service level agreements (SLAs) for case resolution. Management wants to automatically escalate cases that are approaching their SLA deadline to a supervisor. Additionally, they want to send an email notification to the customer when a case is escalated. You need to configure this in Dynamics 365 Customer Service. What should you do?

Accepted Answer

Configure SLA and escalation rules with email notifications.. Option A is correct because Dynamics 365 Customer Service's built-in SLA functionality supports SLA items with failure/warning actions, including escalation rules that can reassign or escalate a case to a supervisor and trigger email notifications when a case nears or breaches its SLA deadline. This directly satisfies both requirements—automatic escalation and customer email notification—without custom development. Option B is incorrect because Customer Service Insights is an analytics/reporting tool, not an escalation engine. Option C is incorrect because Omnichannel for Customer Service handles multi-channel engagement and routing, not SLA-driven escalation. Option D is incorrect because Power Automate could be custom-built, but the native SLA escalation rules are the intended, supported configuration for this scenario.

Answer

Enable Customer Service Insights to detect approaching deadlines.

Answer

Set up Omnichannel for Customer Service to escalate cases.

Answer

Use Power Automate to monitor case timelines and send alerts.

Question 11

Which TWO features are available in Dynamics 365 Customer Insights to help understand customer behavior?

Accepted Answer

Predictions. D is correct because the Predictions feature in Dynamics 365 Customer Insights uses built-in AI models to analyze historical customer data and forecast behaviors such as churn, conversion likelihood, and next best action. This directly helps organizations understand and anticipate customer behavior without requiring custom machine learning development.

Answer

Admin settings

Answer

Data sources

Answer

Data unification

Question 12

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 segment condition requires purchase date on or after January 1, 2025. The customer purchased on December 31, 2024, which is before the threshold date, so the record fails the filter condition and is excluded from the segment. Dynamics 365 Marketing segments evaluate each contact against the defined logical expression, and any record not satisfying the predicate is simply not returned.

Answer

The field name is incorrect

Answer

The operator should be 'lessThan'

Answer

The segment refreshes only weekly

Question 13

A marketing team wants to use Customer Insights to predict which customers are likely to purchase a new product within the next 30 days. They have historical purchase data, web browsing behavior, and demographic data. What type of prediction should they create?

Accepted Answer

Custom model (binary classification). The marketing team needs to predict a binary outcome (will purchase vs. will not purchase) within a specific time window (30 days). Customer Insights' Custom model (binary classification) is designed for exactly this scenario, allowing you to train a model on historical purchase data, web browsing behavior, and demographic data to predict a yes/no outcome. Product recommendation and conversion likelihood models are not available as built-in prediction types in Customer Insights, and churn prediction focuses on existing customers leaving, not new product adoption.

Answer

Product recommendation model

Answer

Customer churn model

Answer

Conversion likelihood model

Question 14

A company wants to use Customer Insights to improve customer retention. Which TWO features should they use?

Accepted Answer

Segments (based on churn risk). Option B, Segments based on churn risk, is correct because Customer Insights lets you build dynamic customer segments using churn-related attributes and measures, so the retention team can target the exact customers most likely to leave. Option D, Predictive models (churn model), is correct because Customer Insights includes out-of-the-box AI models such as the customer churn model that predict which customers are at risk of churning, directly supporting retention actions. Option A, Data profiling, is not correct here because it only summarizes data quality and statistics during ingestion, not retention outcomes. Option C, Data sources configuration, is not correct because it merely connects and ingests data into the system. Option E, Data exports to external systems, is not correct because exporting data is an integration activity, not a retention feature.

Answer

Data profiling

Answer

Data sources configuration

Answer

Data exports to external systems

Question 15

Contoso Ltd. is a multinational retailer using Dynamics 365 Customer Insights to unify customer data from three regional CRM systems (North America, Europe, Asia) and a global e-commerce platform. The company has configured data sources for each system and run data unification, but the unified customer profiles show a high number of duplicates (approximately 15% of profiles are duplicates). The administrator has tried increasing the match confidence threshold but the problem persists. Additionally, the company wants to ensure that customer consent preferences (opt-in for marketing) are synchronized across all profiles. The administrator is considering adjusting the unification rules. The current matching rules use only email address. What is the best course of action to reduce duplicates while maintaining data accuracy?

Accepted Answer

Add additional matching conditions such as phone number and postal code. Adding additional matching conditions (such as phone number and postal code) increases the precision of duplicate detection. With only email as the match condition, records that share the same email but belong to different individuals (e.g., family accounts) or have data entry errors are incorrectly merged. By requiring multiple identifiers to match, the system reduces false positives while still catching true duplicates, improving the overall accuracy of the unified customer profiles.

Answer

Create separate unifications for each region

Answer

Remove the email condition and use only customer name

Answer

Lower the match confidence threshold to 50% to match more records