MB-910 Practice Test 37 — 15 Questions

Question 1

Refer to the exhibit. A Dynamics 365 Customer Service SLA is configured as shown. A case with the Gold Support SLA is created but the first response is not provided within 1 hour. What will happen?

Accepted Answer

The case is escalated. The SLA failure action is set to "Escalate", so when the first response is not provided within 1 hour, the case is escalated. Option A is incorrect because a notification is not sent; the failure action is escalation, not notification. Option B is incorrect because the case is not rerouted. Option D is incorrect because the case is not automatically closed.

Answer

A notification is sent

Answer

The case is rerouted to another queue

Answer

The case is automatically closed

Question 2

A sales rep closes a deal and wants to create an invoice from the won opportunity. What is the standard process?

Accepted Answer

Create an order from the opportunity, then generate an invoice from the order. The standard process in Dynamics 365 Sales is to first create an order from a won opportunity, then generate an invoice from that order. This ensures proper data flow and integration. Option B is incorrect because invoices cannot be directly created from opportunities; an order is required as an intermediate step. Option A is incorrect because a quote is typically created before the opportunity is won, not after closing. Option C is incorrect because manually creating an invoice in the finance system bypasses the integrated sales process and is not part of the standard workflow.

Answer

Create a quote, then convert to invoice

Answer

Create an invoice directly from the opportunity

Answer

Manually create an invoice in the finance system

Question 3

A technician completes a work order and needs to collect a customer signature, capture before-and-after photos, and log parts used. They are using the Field Service mobile app. What is the correct sequence of actions?

Accepted Answer

Log parts, capture photos, collect signature. The correct sequence, based on Field Service mobile app best practices, is to first log parts used (updates inventory), then capture before-and-after photos as evidence of work completed, and finally collect the customer's signature as the final approval. Therefore, option D (Log parts, capture photos, collect signature) is correct. Option A is wrong because the signature is collected before photos, but photos should be taken prior to finalizing with signature. Option B is wrong because parts should be logged before photos to ensure accurate documentation. Option C is wrong because logging parts should occur before signature and photos, and signature should be last.

Answer

Log parts, collect signature, capture photos

Answer

Capture photos, log parts, collect signature

Answer

Collect signature, capture photos, log parts

Question 4

A customer service manager needs to create a unified view of all customer interactions across email, chat, and phone. Which Dynamics 365 Customer Service capability should they use?

Accepted Answer

Omnichannel for Customer Service. The Omnichannel for Customer Service provides a unified agent experience across email, chat, and phone channels. Option A (Case Management) is for managing service cases, not for self-service portals. Option B (Knowledge Base) is for knowledge management. Option D (Customer Service Portal) is a self-service portal for customers, not for unified agent interactions.

Answer

Case Management

Answer

Knowledge Base

Answer

Customer Service Portal

Question 5

A field service organization needs to automatically dispatch the nearest available technician to a service request. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the feature in Dynamics 365 Field Service that automatically schedules and dispatches the nearest available technician to a service request. It uses optimization algorithms to consider technician skills, location, availability, and other constraints. Connected Field Service (B) focuses on IoT and remote monitoring. Work Order Management (C) handles the lifecycle of work orders but does not automatically dispatch. The Mobile App (D) provides a platform for technicians to view assignments and report work but does not perform automatic dispatching.

Answer

Connected Field Service

Answer

Work Order Management

Answer

Mobile App

Question 6

A medium-sized HVAC company uses Dynamics 365 Field Service. They have 20 technicians and manage hundreds of work orders per week. Recently, they noticed that work orders are frequently scheduled without considering technician certifications (e.g., only certified technicians can handle refrigerant-related tasks). This has caused re-scheduling delays and customer dissatisfaction. Additionally, the company wants to enforce that when a technician completes a work order, the system automatically generates a follow-up work order for preventive maintenance in 6 months. The company has implemented Resource Scheduling Optimization (RSO) and uses the Field Service Mobile App. Currently, there is no validation for certifications. What is the most efficient way to address both requirements?

Accepted Answer

Set up Requirement Groups on work orders to specify required certifications, and configure the Work Order Type for follow-up to automatically generate a new work order (using 'Generate Service' option).. Requirement Groups in Dynamics 365 Field Service allow you to specify required skills or certifications directly on a work order, which Resource Scheduling Optimization (RSO) then uses to automatically match only certified technicians. Additionally, the Work Order Type configuration with the 'Generate Service' option enables automatic creation of a follow-up work order for preventive maintenance upon completion, addressing both requirements without custom development.

Answer

Define a custom workflow to check certification before booking and create a purchase order for follow-up maintenance.

Answer

Create a custom field for certifications and manually assign technicians. Use a Power Automate flow to create follow-up work orders based on the custom field.

Answer

Configure booking alerts to notify dispatchers when a non-certified technician is scheduled, and use a workflow to generate follow-up work orders upon completion.

Question 7

A financial services company uses Dynamics 365 Customer Insights - Data. They need to ensure customer data is protected according to GDPR. They want to automatically delete customer profiles after a retention period. Which feature should they configure?

Accepted Answer

Data privacy. Customer Insights includes a Data privacy feature that allows administrators to set retention policies and automatically delete customer profiles after a specified period, helping ensure GDPR compliance. Option A is incorrect because Data sources are used to import data, not manage deletion. Option B is incorrect because Enrichment enhances data with additional attributes, not deletion. Option D is incorrect because Data sharing controls access to data with other systems, not retention.

Answer

Data sources

Answer

Enrichment

Answer

Data sharing

Question 8

Refer to the exhibit. A customer has configured data unification in Customer Insights. What will happen when a contact from CRM and a member from Loyalty have the same email address?

Accepted Answer

The CRM contact data will take priority and overwrite Loyalty member data in the unified profile. The merge strategy is PriorityBased with CRM first, so the CRM record takes precedence. Option B is wrong because a new unified profile is not created; instead, the existing CRM profile is enriched with data from the Loyalty record. Option C is wrong because the system automatically resolves matches based on the configured priority, not manual intervention. Option D is wrong because fields are not merged equally; the priority-based strategy means the CRM record's data overwrites the Loyalty member's data in the unified profile.

Answer

A new unified profile will be created with a new ID

Answer

The system will prompt the user to manually resolve the match

Answer

All fields from both records will be merged equally

Question 9

A field service manager wants to track the skills and certifications of technicians to ensure they are qualified for specific work orders. Where should they manage this information in Dynamics 365 Field Service?

Accepted Answer

Resources (Bookable Resources). Resources (Bookable Resources) in Dynamics 365 Field Service store skill and certification information for each technician. Option A is wrong because Work Orders capture job details, not technician qualifications. Option B is wrong because Inventory Management deals with parts and supplies. Option C is wrong because the Schedule Board is for scheduling appointments, not managing skills or certifications.

Answer

Work Orders

Answer

Inventory Management

Answer

Schedule Board

Question 10

Which TWO are benefits of using Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Gain a single view of the customer. Dynamics 365 Customer Insights unifies customer data from multiple sources (e.g., transactional, behavioral, and demographic) into a single, 360-degree view using its data unification and matching capabilities. This enables organizations to understand their customers holistically without data silos.

Answer

Automate supply chain processes

Answer

Manage financial transactions

Answer

Manage customer service cases

Question 11

A customer service manager wants to analyze trends in customer satisfaction scores over the past quarter. Which tool should they use to create a dashboard with historical CSAT data?

Accepted Answer

Customer Service Insights. Customer Service Insights provides prebuilt dashboards and analytics for CSAT and other metrics, allowing managers to analyze trends without custom development. Option A is incorrect because Power BI requires creating custom reports and dashboards, which is more complex and not specifically designed for Dynamics 365 Customer Service. Option C is incorrect because the Customer Service workspace is the agent interface for handling cases, not for analytics. Option D is incorrect because Dynamics 365 Copilot is an AI assistant, not an analytics tool.

Answer

Power BI

Answer

Customer Service workspace

Answer

Dynamics 365 Copilot

Question 12

A multinational corporation uses Dynamics 365 Customer Insights - Journeys to send personalized email campaigns. They want to ensure that customers in the European Union receive only emails for which they have given explicit consent, as required by GDPR. Which feature should they configure to manage consent at the contact level and enforce it in journey segments?

Accepted Answer

Compliance profiles. Compliance profiles in Customer Insights - Journeys allow organizations to manage consent settings and enforce them in journey segments, ensuring that only contacts with explicit consent are included in email campaigns, as required by GDPR. Option B (Compliance profiles) is correct because it directly handles consent management and enforcement. Option A (Segment filters) can filter contacts but does not enforce consent compliance. Option C (Subscription center) manages subscription preferences, but it does not enforce explicit consent for GDPR. Option D (Data privacy search) is used to respond to data subject requests, not for proactive consent management.

Answer

Segment filters

Answer

Subscription center

Answer

Data privacy search

Question 13

A retail company uses Dynamics 365 Customer Insights to unify customer data from multiple sources. They want to ensure that customer profiles are updated in near real-time when a purchase is made in their POS system. Which feature should they configure?

Accepted Answer

Data Ingestion API. The Data Ingestion API allows real-time or near real-time data ingestion into Dynamics 365 Customer Insights. When a purchase occurs in the POS system, the API can be called immediately to push that transaction data, triggering an update to the unified customer profile without waiting for a scheduled batch import.

Answer

Calculated measures

Answer

Data sources connector

Answer

Customer segments

Question 14

A manager wants to understand the lifetime value of customers and predict future purchases. Which capability of Dynamics 365 Customer Insights should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights use machine learning to analyze historical customer data, calculate lifetime value (CLV), and forecast future purchase behavior. This directly matches the manager's need to understand customer value and predict future actions, making option C the correct choice.

Answer

Segmentation

Answer

Data profiling

Answer

Data sources

Question 15

Match each Dynamics 365 license type to its primary audience.

Accepted Answer

Dynamics 365 Sales: Sales professionals. License types are tailored to specific roles. Dynamics 365 Sales serves sales teams, Customer Service serves service agents, Finance serves finance professionals, and Supply Chain Management serves logistics managers. Common mistakes include confusing Sales with Customer Service or Marketing with Finance.

Answer

Dynamics 365 Sales: Customer service agents

Answer

Dynamics 365 Marketing: Finance professionals