MB-910 Practice Test 36 — 15 Questions

Question 1

Which TWO capabilities are part of Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Predictive scoring. Predictive scoring is a core capability of Dynamics 365 Customer Insights that uses AI and machine learning models to assign scores to customer profiles based on their likelihood to perform a specific action, such as churn or purchase. This enables businesses to prioritize engagement and personalize marketing efforts based on predicted behaviors.

Answer

Case management

Answer

Invoice processing

Answer

Email marketing

Question 2

A sales manager wants to automatically assign leads to the appropriate sales team based on the lead’s geographic region. The assignment should happen immediately after the lead is created. Which feature should be used?

Accepted Answer

Routing Rules. Routing Rules in Dynamics 365 Sales allow you to define conditions (e.g., based on geographic region) that automatically assign leads to the appropriate sales team immediately upon creation. This feature uses a rule-based engine to evaluate lead attributes and route them to the correct owner or queue without manual intervention.

Answer

Auto Capture

Answer

Sales Teams

Answer

Queues

Question 3

You are a data analyst for a multinational retail company. The company uses Dynamics 365 Customer Insights to manage customer data from various sources including online store, physical store transactions, and a loyalty program. The data is ingested daily. Recently, the marketing team reported that the segment 'High Spend Customers' (customers with total purchase amount > $10,000 in the last year) is showing incorrect numbers. Upon investigation, you find that some customers who have spent over $10,000 are not included in the segment, while some with lower spend are included. You suspect the issue is related to data freshness or the measure definition. The segment is based on a measure named 'TotalSpendLastYear' which is calculated from the 'Transaction' activity. The measure is set to refresh daily. The segment is set to refresh on demand. The data sources are refreshed automatically every night. What should you do first to troubleshoot the issue?

Accepted Answer

Manually trigger a refresh of the segment to ensure it uses the latest measure data. The segment is set to refresh 'on demand,' meaning it does not automatically update when the underlying measure or data sources refresh. Even though the measure 'TotalSpendLastYear' refreshes daily and data sources refresh nightly, the segment itself may still be using stale measure data. Manually triggering a segment refresh forces it to re-evaluate the measure's current values, ensuring customers who now meet the $10,000 threshold are included and those who no longer qualify are excluded.

Answer

Modify the measure definition to use a different aggregation

Answer

Delete and recreate the segment with the same conditions

Answer

Re-ingest all transaction data from the source systems

Question 4

Contoso Ltd. is a mid-sized manufacturing company that uses Dynamics 365 Customer Service and Dynamics 365 Field Service. They have 50 agents and 30 field technicians. Currently, all incoming cases are manually assigned by a dispatcher. Contoso wants to automate case routing based on the product category (e.g., HVAC, Electrical, Plumbing). Additionally, if a case requires an on-site visit after initial diagnosis, a field service work order should be automatically created and assigned to the nearest available technician with the correct skill set. The company also wants to provide customers with a self-service portal to submit cases and track their status. The IT team has limited development resources and prefers out-of-the-box solutions. Which combination of Dynamics 365 features should they use?

Accepted Answer

Use Omnichannel for Customer Service routing rules, Connected Field Service for automatic work order generation, and the Customer Service Portal. It leverages Omnichannel for Customer Service to define routing rules based on product categories, Connected Field Service to automatically create and assign work orders to the nearest skilled technician, and the Customer Service Portal for self-service case submission and tracking. These are all out-of-the-box capabilities. Option A is incorrect because Power Automate flows, while customizable, are not as out-of-the-box as Omnichannel routing rules, and the Customer Portal from Power Pages may require additional configuration. Option B is incorrect because Copilot for Service is designed for AI-powered assistance, not case routing, and Customer Voice is for feedback surveys, not a self-service portal. Option C is incorrect because manual assignment and the Schedule Board do not provide the desired automation for case routing and work order generation.

Answer

Use Power Automate flows for case routing and work order creation, and the Customer Portal from Power Pages

Answer

Use Copilot for Service to route cases and generate work orders, and use the Customer Voice for self-service

Answer

Use manual assignment and the Schedule Board for work orders, and provide self-service via the Customer Portal

Question 5

A company wants to use Dynamics 365 Customer Insights to generate AI-driven predictions about customer lifetime value. They have transactional data and customer demographics. Which feature should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights are specifically designed to generate AI-driven predictions, such as customer lifetime value (CLV), by analyzing historical transactional data and customer demographics. This feature uses machine learning algorithms to forecast future behavior, making it the correct choice for this scenario.

Answer

Segments

Answer

Enrichment

Answer

Measures

Question 6

Your team uses Dynamics 365 Sales to manage opportunities. Management wants to reduce the time spent on manual follow-ups. Which feature should you implement to automatically create follow-up activities based on opportunity stages?

Accepted Answer

Sales Sequence Designer. Sales Sequence Designer in Dynamics 365 Sales allows you to define a sequence of automated activities (e.g., emails, phone calls, tasks) that are triggered based on opportunity stage transitions. This directly reduces manual follow-ups by automating the creation of follow-up activities when an opportunity moves to a specific stage, such as 'Proposal Sent' or 'Negotiation'.

Answer

Activity Feeds

Answer

Sales Dialer

Answer

Sales Copilot

Question 7

Which TWO are benefits of using Customer Service Insights in Dynamics 365?

Accepted Answer

Identify trends in customer issues. The correct answers are C (Identify trends in customer issues) and D (Monitor key performance indicators). Customer Service Insights provides analytics to identify trends in customer issues and monitor KPIs, enabling proactive service improvements. Option A (Chat with customers) is an Omnichannel capability, not a benefit of Insights. Option B (Create knowledge articles) is done in Knowledge Management. Option E (Route cases to appropriate agents) is a routing feature.

Answer

Chat with customers

Answer

Create knowledge articles

Answer

Route cases to appropriate agents

Question 8

A sales manager wants to automatically assign new leads to the appropriate salesperson based on the lead's source (e.g., web inquiry, referral, event). Which feature should they configure?

Accepted Answer

Lead routing rules. Lead routing rules (option B) are the correct feature because they are specifically designed to automatically assign leads to salespeople based on criteria such as lead source, geography, or product interest. This allows the sales manager to define conditions (e.g., 'Source equals Web Inquiry') and map them to a specific user or queue, ensuring leads are distributed without manual intervention.

Answer

Assignment rules

Answer

Queues

Answer

Sales teams

Question 9

You are a business analyst for a nonprofit organization that uses Dynamics 365 Customer Insights. They have donor data from a fundraising system and event attendance data from a separate system. They want to create a single view of each donor. After importing both data sources, you run the data unification process. However, you notice that some donors who appear in both systems are being created as separate profiles instead of being merged. What is the most likely cause?

Accepted Answer

The deduplication rules are not configured to match on common fields like email.. The data unification process in Dynamics 365 Customer Insights relies on deduplication rules to identify and merge matching profiles. If these rules are not configured to match on common fields such as email address, the system will treat records from different sources as separate profiles, even if they represent the same donor. Without proper matching conditions, the unification step cannot link the records, resulting in duplicate profiles.

Answer

The profiles were enriched with external data.

Answer

The data sources were not imported correctly.

Answer

The segment was created before unification.

Question 10

Contoso, a multinational retailer, uses Dynamics 365 Sales and Customer Service. They have 10,000 sales representatives and 5,000 customer service agents. The sales team uses Copilot for Sales to draft emails and summarize meetings. The service team uses Omnichannel for Customer Service with voice channel. Contoso recently acquired a company that uses a different CRM system. They want to migrate all customer data into Dynamics 365, ensuring that duplicate records are minimized. They also want to use AI to predict customer churn and send proactive offers. Additionally, they need to comply with GDPR and allow customers to request deletion of their data. Which combination of Dynamics 365 tools should Contoso use?

Accepted Answer

Customer Insights and Microsoft Purview Compliance Manager. Customer Insights provides data unification capabilities to merge data from the acquired company's CRM into Dynamics 365, deduplication to minimize duplicates, and AI-driven churn prediction to identify at-risk customers and enable proactive offers. Microsoft Purview Compliance Manager helps manage GDPR compliance, including handling customer data deletion requests. Option A is incorrect because Sales Insights focuses on sales analytics and Copilot for Sales assists with email/summary tasks, but neither provides data unification or compliance features. Option C is incorrect because Dynamics 365 Marketing and Customer Voice are for campaign management and feedback collection, not data integration or GDPR compliance. Option D is incorrect because Customer Service and Knowledge Management are for service operations, not data unification or compliance management.

Answer

Sales Insights and Copilot for Sales

Answer

Dynamics 365 Marketing and Customer Voice

Answer

Customer Service and Knowledge Management

Question 11

Refer to the exhibit. An administrator creates an Enhanced SLA with the above configuration. A case is created on Monday at 9:00 AM during business hours. Business hours are 9 AM to 5 PM, Monday to Friday. At what time will the 'First Response' SLA first trigger a warning?

Accepted Answer

Monday at 1:00 PM. The Enhanced SLA has a warning time of 4 business hours. The case is created on Monday at 9:00 AM during business hours (9 AM to 5 PM). Adding 4 business hours: 9 AM to 12 PM is 3 hours, then 12 PM to 1 PM is the break, so the next business hour is 1 PM to 2 PM. After 1 hour, the total is 4 business hours, reaching Monday at 1:00 PM. Therefore, option C (Monday at 1:00 PM) is correct. Options A and B incorrectly use calendar hours or days, and option D incorrectly refers to calendar hours.

Answer

Tuesday at 9:00 AM

Answer

Wednesday at 9:00 AM

Answer

Monday at 1:00 PM (calendar hours)

Question 12

Which TWO features are part of Dynamics 365 Sales Insights? (Select two.)

Accepted Answer

Relationship Assistant. Relationship Assistant is a core feature of Dynamics 365 Sales Insights that provides actionable reminders and recommendations based on AI and business rules, helping salespeople prioritize activities. Predictive Lead Scoring uses machine learning models to score leads based on historical conversion data, enabling sales teams to focus on high-quality leads.

Answer

Sales Literature

Answer

Email Templates

Answer

Goal Management

Question 13

Refer to the exhibit. A sales rep is working on an opportunity and is currently in the 'Qualify' stage. They have completed all steps but the system does not allow them to move to 'Develop'. What is the most likely reason?

Accepted Answer

A mandatory step in the 'Qualify' stage is incomplete. Business process flows require all mandatory steps to be completed. The 'Qualify' stage steps are 'Identify customer need' and 'Set budget'. If a step is incomplete or data is missing, the stage cannot progress.

Answer

The 'Develop' stage requires a quote to be generated first

Answer

The opportunity has not been assigned to a sales rep

Answer

The 'Develop' stage is not enabled for this user's role

Question 14

Refer to the exhibit. The SLA is defined with a target of 240 minutes and a warning at 180 minutes. A case is created at 9:00 AM and the first response is sent at 1:30 PM. What is the SLA status?

Accepted Answer

Failed. The SLA has a target of 240 minutes (4 hours) and a warning at 180 minutes. The case was created at 9:00 AM, and the first response was sent at 1:30 PM, which is 4.5 hours (270 minutes) later. Since 270 minutes exceeds the target of 240 minutes, the SLA status is Failed (Option C). Option A, Non-compliant, is not a valid status in Dynamics 365 Customer Service; the statuses are Succeeded, Warning, and Failed. Option B, Warning, would apply if the response occurred after 180 minutes but before 240 minutes. Option D, Succeeded, would require the response within 240 minutes, which was not the case.

Answer

Non-compliant

Answer

Warning

Answer

Succeeded

Question 15

Refer to the exhibit. A Dynamics 365 Customer Service administrator configures a routing rule set as shown. A case is created from the Web channel with priority set to High (prioritycode=1). Which queue will the case be routed to?

Accepted Answer

B2C-Web-Queue. The routing rule set is evaluated sequentially from top to bottom. The first rule matches the case's channel (Web) and routes it to B2C-Web-Queue. Since the rule set does not continue evaluation after a match, the case is routed only to B2C-Web-Queue, regardless of its priority.

Answer

Both B2C-Web-Queue and High-Priority-Queue

Answer

General-Queue

Answer

High-Priority-Queue