MB-910 Practice Test 35 — 15 Questions

Question 1

Which TWO of the following are capabilities of Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Option B, Knowledge management, is correct because Dynamics 365 Customer Service includes a built-in knowledge base that lets agents author, search, and surface articles to resolve cases faster, and it integrates with case forms and the Customer Service Hub. Option D, Case management, is correct because case (incident) management is the core capability of Dynamics 365 Customer Service, providing case creation, routing, queues, SLAs, entitlements, and resolution tracking. Option A, Project scheduling, belongs to Dynamics 365 Project Operations (or Project Service Automation), not Customer Service. Option C, Sales forecasting, is a capability of Dynamics 365 Sales, not Customer Service. Option E, Product lifecycle management, is not a Dynamics 365 Customer Service feature; it is associated with engineering/manufacturing solutions such as Dynamics 365 Supply Chain Management.

Answer

Project scheduling

Answer

Sales forecasting

Answer

Product lifecycle management

Question 2

Fabrikam Inc. provides IT support services and uses Dynamics 365 Field Service. They have recently started using IoT devices to monitor their customers' servers. When a server temperature exceeds a threshold, an alert is sent to Fabrikam's Field Service system. Fabrikam wants to automatically create a work order for the alert and assign it to a technician with the necessary server skills. The technician should receive a notification on their mobile device. Which combination of features should Fabrikam use?

Accepted Answer

Connected Field Service to create work orders from IoT alerts, Resource Scheduling Optimization to auto-assign based on skills, and Field Service Mobile app for notifications.. Connected Field Service is the native Dynamics 365 Field Service capability that ingests IoT alerts from Azure IoT Hub and automatically creates work orders based on alert rules. Resource Scheduling Optimization (RSO) then automatically assigns those work orders to technicians based on skills, location, and availability — satisfying the 'necessary server skills' requirement. The Field Service Mobile app delivers push notifications to the technician's device, completing the end-to-end automated flow.

Answer

Power Automate to create work orders from IoT alerts, manual assignment via Schedule Board, and email notifications.

Answer

Connected Field Service to create work orders, Customer Portal for assignment, and Field Service Mobile app for notifications.

Answer

A custom integration to create work orders, manual assignment, and text messages.

Question 3

Refer to the exhibit. A company has configured a business unit and two teams. A record is owned by a user who is not a member of either team. The record is shared with the Sales Team. Which users will have access to the record?

Accepted Answer

The record owner and user1, user2.. The record owner always has access to records they own, and the Sales Team has been explicitly granted shared access to the record. Since user1 and user2 are members of the Sales Team, they inherit the shared access. User3 is not a member of the Sales Team and has no other access mechanism, so they cannot see the record.

Answer

All users: owner, user1, user2, user3.

Answer

Only user1 and user2.

Answer

Only the record owner.

Question 4

Which TWO capabilities are included in Dynamics 365 Sales?

Accepted Answer

Lead and opportunity management. Option B (Lead and opportunity management) is correct because Dynamics 365 Sales is built around the core sales pipeline: it captures leads, qualifies them into opportunities, and tracks them through stages to close, using entities like Lead, Opportunity, and the sales process flow. Option D (Sales analytics and insights) is correct because Dynamics 365 Sales includes embedded analytics such as Sales Insights, pipeline and forecast dashboards, and AI-driven tools like relationship analytics and predictive scoring that surface actionable sales data. Option A (Financial reporting) is not part of Dynamics 365 Sales; general ledger, financial statements, and reporting belong to Dynamics 365 Finance. Option C (Inventory management) is a supply chain capability found in Dynamics 365 Supply Chain Management, not Sales. Option E (Email marketing) is handled by Dynamics 365 Customer Insights - Journeys (formerly Marketing), not by the Sales application.

Answer

Financial reporting

Answer

Inventory management

Answer

Email marketing

Question 5

Contoso Ltd. uses Dynamics 365 Customer Service to manage customer cases. Support agents are overwhelmed with phone calls and want to reduce call volume by offering self-service options. The company wants customers to find answers from knowledge articles, track their own cases, and submit service requests without contacting an agent. They also want to ensure that only authenticated customers can access these self-service features. You need to recommend a solution. What should you do?

Accepted Answer

Create a Power Pages portal and configure self-service features with authentication.. A Power Pages portal (formerly Power Apps portals) provides an external-facing website where customers can authenticate, search knowledge articles, view and track their cases, and submit new service requests. Configuring authentication ensures only authenticated customers access these self-service features, directly meeting the requirements.

Answer

Create a new customer service queue and assign it to support agents.

Answer

Create a Power Automate flow to send case updates via email.

Answer

Create a Power BI dashboard to display case status to customers.

Question 6

A field service manager wants to track the total time a technician spends on a work order, including travel and on-site work, for billing and payroll purposes. Which entity should they use?

Accepted Answer

Time entry. Time entries in Dynamics 365 Field Service record the actual time a technician spends on a work order, including travel, on-site work, and breaks, and can be linked to a role, duration, and billing type. They are the entity used for capturing billable and payroll-relevant time against work orders.

Answer

Service activity

Answer

Incident type

Answer

Resource pay type

Question 7

An agent needs to transfer a chat conversation to a subject matter expert without losing context. Which Omnichannel feature supports this?

Accepted Answer

Consult and Transfer. Consult and Transfer allows agents to transfer conversations with full context. Option A is correct. Option B (Quick Replies) provides canned messages. Option C (Sentiment Analysis) gauges emotion. Option D (SLA) tracks agreements.

Answer

Service Level Agreements

Answer

Sentiment Analysis

Answer

Quick Replies

Question 8

A company wants to provide self-service options for customers to find answers to common issues without contacting support. Which Dynamics 365 Customer Service component should be implemented?

Accepted Answer

Knowledge Base within Customer Service Hub. Customer Service Hub includes a Knowledge Base that allows customers to search articles. Option B is wrong because Service Scheduling is for booking appointments. Option C is wrong because Connected Customer Service is for IoT scenarios. Option D is wrong because Customer Service Insights provides analytics, not self-service.

Answer

Service Scheduling

Answer

Connected Customer Service

Answer

Customer Service Insights

Question 9

Your organization uses Dynamics 365 Customer Service and wants to automatically categorize incoming cases based on keywords in the subject. Which feature should you configure?

Accepted Answer

Routing rules. Routing rules are the correct answer because they automatically categorize and route cases based on conditions such as keywords in the case subject, customer type, or priority. In Dynamics 365 Customer Service, routing rules can be configured to evaluate case fields and assign them to specific queues or agents. By setting a condition that checks for keywords in the subject, the system can automatically categorize incoming cases without manual intervention.

Answer

Queues

Answer

Copilot

Answer

SLA KPIs

Question 10

Your organization uses Dynamics 365 Field Service and wants to automatically optimize daily schedules for multiple technicians considering travel time, skills, and priority. Which feature should you implement?

Accepted Answer

Resource Scheduling Optimization (RSO) add-in. Resource Scheduling Optimization (RSO) is the Dynamics 365 Field Service add-in specifically designed to automatically optimize daily schedules for multiple technicians by considering travel time, skills, priority, and other constraints. RSO uses an optimization engine to generate the best possible schedule assignments without manual intervention, which is exactly what the organization needs.

Answer

Connected Field Service

Answer

Field Service mobile app

Answer

Schedule board with manual drag-and-drop

Question 11

Which TWO actions are supported by Dynamics 365 Customer Insights?

Accepted Answer

Unifying customer data from multiple sources. Option B is correct because Dynamics 365 Customer Insights is a customer data platform (CDP) whose core function is ingesting data from multiple sources (e.g., Dynamics 365, Azure, CRM, web, and third-party systems) and unifying it into a single, consolidated customer profile using its data unification (identity resolution) capabilities. Option C is correct because Customer Insights supports data enrichment, allowing organizations to augment unified customer profiles with external data such as demographic, firmographic, and brand-affinity information from Microsoft's first-party data partnerships and other providers. Option A is incorrect because creating sales orders is a transactional sales function handled by Dynamics 365 Sales or Finance, not by Customer Insights, which is an analytics/CDP service. Option D is incorrect because managing inventory levels is a supply chain function performed by Dynamics 365 Supply Chain Management. Option E is incorrect because processing payroll is an HR/finance function handled by Dynamics 365 Human Resources or Finance, not by Customer Insights.

Answer

Creating sales orders

Answer

Managing inventory levels

Answer

Processing payroll

Question 12

A marketing manager wants to create a customer journey that sends a welcome email, then waits 3 days, then sends a discount offer. Which Dynamics 365 tool should they use?

Accepted Answer

Customer Journeys in Dynamics 365 Marketing. Customer Journeys in Dynamics 365 Marketing is the feature designed to orchestrate multi-step, time-delayed customer interactions such as sending a welcome email, waiting three days, then sending a discount offer. It provides a visual designer with triggers, actions, and wait steps that model exactly this kind of drip campaign. The other tools focus on sales insights or analytics rather than journey orchestration.

Answer

Copilot for Sales

Answer

Sales Insights

Answer

Customer Insights

Question 13

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 14

A sales manager wants to track the effectiveness of different marketing campaigns in generating leads that convert to opportunities. Which feature in Dynamics 365 Sales should be used to attribute opportunities to specific campaigns?

Accepted Answer

Campaigns. In Dynamics 365 Sales, the Campaign entity is specifically designed to track marketing activities and measure their effectiveness. By associating leads and opportunities with a campaign, the sales manager can directly attribute which marketing campaigns generated leads that converted into opportunities, enabling ROI analysis.

Answer

Marketing Lists

Answer

Segments

Answer

Quick Campaigns

Question 15

A company wants to use Dynamics 365 Customer Insights to predict which customers are likely to churn. Which feature should they use?

Accepted Answer

Predictive models. Dynamics 365 Customer Insights includes a dedicated predictive model for churn. This feature uses historical customer data and machine learning to calculate a churn score for each customer, enabling proactive retention efforts. The other options focus on data preparation or basic segmentation, not predictive analytics.

Answer

Unification

Answer

Measures

Answer

Segments