MB-910 Practice Test 36 — 15 Questions

Question 1

A sales manager wants to automatically capture emails and meeting activities related to an opportunity without manual logging. What feature should you configure?

Accepted Answer

Auto capture. Auto Capture in Dynamics 365 Sales automatically tracks and logs emails and meeting activities related to an opportunity based on relevance scoring, eliminating the need for manual entry. It uses machine learning to identify which communications are associated with a specific opportunity and records them in the timeline.

Answer

Sales Copilot

Answer

Timeline control

Answer

Relationship Intelligence

Question 2

An organization uses Omnichannel for Customer Service and wants to ensure that when a customer sends a message on Facebook, the system automatically creates a conversation and routes it to the appropriate queue. What must be configured?

Accepted Answer

Configure a Facebook channel in Omnichannel. To receive and route Facebook messages in Omnichannel for Customer Service, the Facebook channel must first be configured and connected to the Omnichannel environment. This channel configuration establishes the integration between the Facebook page and Dynamics 365, enabling automatic conversation creation and routing to the appropriate queue.

Answer

Create a Power Virtual Agents bot

Answer

Set up Unified Routing rules

Answer

Enable Microsoft Social Engagement

Question 3

An organization wants to use AI to automatically summarize customer interactions and suggest next steps for agents. Which feature should they enable?

Accepted Answer

Copilot for Service. Copilot for Service provides AI-powered summaries and suggestions. Omnichannel offers multiple channels but not AI summaries. Unified Routing routes conversations. Power Automate automates workflows.

Answer

Unified Routing

Answer

Omnichannel for Customer Service

Answer

Power Automate

Question 4

A company wants to offer customers the ability to self-schedule field service appointments from a portal. Which feature should they use?

Accepted Answer

Customer Portal with Field Service scheduling. The Customer Portal with Field Service scheduling integration allows customers to self-schedule appointments by selecting available time slots based on real-time technician availability and service requirements. This portal leverages the Field Service scheduling engine to present bookable slots and creates the work order upon customer confirmation.

Answer

Field Service Mobile App

Answer

Resource Scheduling Optimization

Answer

Connected Field Service

Question 5

Match each Dynamics 365 deployment option to its description.

Accepted Answer

Dynamics 365 Online: Hosted on Microsoft's cloud infrastructure, managed by Microsoft.. Dynamics 365 offers three main deployment options: Online (cloud, managed by Microsoft), On-premises (locally managed), and Hybrid (combination). Common mistakes include swapping the definitions of Online and On-premises, or misrepresenting Hybrid as purely cloud.

Answer

Dynamics 365 Online: Installed on the customer's local servers, managed by the customer.

Answer

Dynamics 365 On-premises: Hosted on Microsoft's cloud infrastructure, managed by Microsoft.

Answer

Dynamics 365 Hybrid: Exclusive cloud deployment with no on-premises components.

Question 6

A salesperson wants to send a personalized email template to a prospect and track when the email is opened. Which feature should they use?

Accepted Answer

Email engagement. Email engagement in Dynamics 365 Sales provides tracking capabilities such as open and click-through rates on emails sent from the system. By enabling email engagement, the salesperson can send a personalized email template and receive real-time notifications when the prospect opens the email, allowing for timely follow-ups.

Answer

Email template

Answer

Quick Campaign

Answer

Server-side synchronization

Question 7

A company uses Dynamics 365 Field Service with IoT-enabled devices that send alerts when maintenance is required. The company wants to automatically create work orders based on these alerts. Which feature should they enable?

Accepted Answer

Connected Field Service. Connected Field Service integrates IoT data from connected devices and can automatically generate work orders based on alerts, enabling proactive maintenance. Option A is incorrect because Resource Scheduling Optimization is used to optimize schedules for existing work orders, not to create them from IoT alerts. Option B is incorrect because Dynamics 365 Customer Service manages customer cases and support, not IoT-triggered work order creation. Option D is incorrect because Universal Resource Scheduling is a framework for scheduling resources across apps, but it does not handle IoT alert integration or automatic work order generation.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Customer Service

Answer

Universal Resource Scheduling

Question 8

A marketing team wants to send personalized email campaigns to leads based on their behavior on the company website. Which Dynamics 365 app should they use?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing is designed for creating and executing personalized email campaigns, including behavioral triggers based on website interactions. It provides journey orchestration, email templates, and lead scoring to nurture leads effectively.

Answer

Dynamics 365 Sales

Answer

Customer Insights

Answer

Dynamics 365 Customer Service

Question 9

A company is planning to implement Dynamics 365 Field Service. They want to enable mobile technicians to view their schedule, update work order status, and capture customer signatures. Which THREE features should the company implement?

Accepted Answer

Push Notifications. Push Notifications (B) are correct because they enable the Field Service mobile app to alert technicians in real time about new assignments, schedule changes, or urgent work orders, ensuring they stay informed without constantly checking the app. This directly supports the requirement for technicians to view their schedule and respond promptly.

Answer

IoT Alerts

Answer

Customer Portal

Question 10

A customer data platform administrator notices that duplicate customer records appear after unification. They want to review and adjust the matching rules. Where in Customer Insights can they do this?

Accepted Answer

Data unification. In Dynamics 365 Customer Insights, the matching rules that determine how duplicate customer records are identified and merged during the unification process are configured within the Data unification section. Specifically, after selecting data sources and mapping fields, the administrator defines match conditions (e.g., exact or fuzzy matching on email, phone) under the 'Match' step. Adjusting these rules directly controls how duplicates are detected and resolved during unification.

Answer

Duplicate detection

Answer

Data sources

Answer

Admin settings

Question 11

Which TWO are benefits of using Customer Service workspace?

Accepted Answer

Agents can work on multiple cases simultaneously using multiple sessions and tabs. Option B is correct because Customer Service workspace is built around multi-session and multi-tab capabilities, allowing agents to handle several cases at once in separate sessions without losing context or state. Option D is correct because the workspace embeds a knowledge pane directly alongside the case form, so agents can search and reference knowledge articles inline without navigating away from the active case. The other options describe capabilities of the Customer Service portal (self-service portal, portal case creation) or of automatic case creation via email-to-case/channel integration, which are separate features rather than benefits of the Customer Service workspace app itself.

Answer

Provides a self-service portal for customers

Answer

Customers can create cases directly from the portal

Answer

Automatically creates cases from incoming emails

Question 12

A customer service agent needs to view all interactions with a customer across email, chat, and phone in one timeline. Which feature in Dynamics 365 Customer Service provides this consolidated view?

Accepted Answer

Timeline. The Timeline in Dynamics 365 Customer Service displays a chronological, consolidated view of all activities and interactions related to a record — including emails, chats, phone calls, appointments, and notes. It gives agents a single pane to understand the full customer history without navigating between records.

Answer

Copilot

Answer

Unified Routing

Answer

Knowledge Base

Question 13

A company wants to use Dynamics 365 Customer Insights to analyze customer purchase patterns over time. Which feature should they use to view trends and aggregate data?

Accepted Answer

Measures. Measures in Dynamics 365 Customer Insights are specifically designed to aggregate and summarize data, such as calculating total purchases, average order value, or frequency over time. This allows users to view trends and patterns in customer behavior by creating calculated metrics from raw data sources.

Answer

Enrichments

Answer

Segments

Answer

Data sources

Question 14

Which TWO of the following are key capabilities of Dynamics 365 Field Service?

Accepted Answer

Work order management.. Option A (Work order management) is correct because Dynamics 365 Field Service is built around the work order as its core record, tracking customer assets, service tasks, incident types, and the full lifecycle from creation to completion and billing. Option C (Scheduling and dispatch) is correct because Field Service includes the Universal Resource Scheduling engine and the Schedule Board, which let dispatchers match requirements (skills, territory, availability) to resources and optimize routes and time windows. Option B (Marketing automation) is not part of Field Service; that capability belongs to Dynamics 365 Customer Insights - Journeys. Option D (Inventory management) is not a key Field Service capability, as inventory and warehouse operations are handled by Dynamics 365 Supply Chain Management (Field Service only tracks truck stock/returned products). Option E (Finance management) is not part of Field Service; general ledger, AP/AR, and financial reporting are provided by Dynamics 365 Finance.

Answer

Marketing automation.

Answer

Inventory management.

Answer

Finance management.

Question 15

A technician completes a work order and needs to record the time spent on site, parts used, and any additional charges. Which Dynamics 365 Field Service feature allows the technician to capture this information on the go?

Accepted Answer

Field Service mobile app. The Field Service mobile app is specifically designed for technicians in the field to capture time, parts, and charges directly from their mobile device while on site. Option A is incorrect because the Schedule Board is a tool for dispatchers to schedule and assign work orders, not for capturing work order details. Option C is incorrect because Connected Field Service focuses on integrating IoT data and predictive maintenance, not on manual entry of time and materials. Option D is incorrect because Resource Scheduling Optimization automatically optimizes scheduling of work orders, not for capturing time, parts, or charges.

Answer

Schedule Board

Answer

Connected Field Service

Answer

Resource Scheduling Optimization