MB-910 Practice Test 37 — 15 Questions

Question 1

A company is implementing Dynamics 365 Customer Insights - Data to create a 360-degree customer view. They have data in an on-premises SQL Server database, Dynamics 365 Sales, and third-party survey data in CSV files. Which THREE data ingestion methods are available in Customer Insights - Data to bring this data into the system? (Choose three.)

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Microsoft Power Query. Microsoft Power Query is correct because it is the primary data ingestion method in Customer Insights - Data for connecting to on-premises SQL Server databases, Dynamics 365 Sales, and CSV files. It provides a graphical interface to transform and load data from these sources into the unified customer profile, supporting both direct query and import modes.

Answer

Export destinations

Answer

Azure Data Lake Storage Gen1

Question 2

Refer to the exhibit. A dispatcher notices that some work orders requiring both Electrical and HVAC skills are not being scheduled. What is the most likely reason?

Accepted Answer

No technician has both Electrical and HVAC skills within the schedule window. The most likely reason work orders requiring both Electrical and HVAC skills are not being scheduled is that no technician possesses both skills within the schedule window. The scheduling engine requires a single technician to have all required skills (if the requirement is set to 'and') and be available during the time frame. If no such technician exists, the work order remains unscheduled.

Answer

The goal is set to maximize travel time

Answer

The required skills are set as 'or' instead of 'and'

Answer

The maximum travel distance is set too high

Question 3

A customer service manager wants to configure a unified routing system that automatically assigns incoming cases based on skill requirements and presence. The organization uses Dynamics 365 Customer Service. Which feature should the manager configure to ensure that cases are routed to the most appropriate agent based on real-time availability and expertise?

Accepted Answer

Configure Unified Routing with skill-based routing rules and presence integration.. Unified Routing in Dynamics 365 Customer Service uses skill-based matching and real-time presence to route cases to the most appropriate agent. Option A is wrong because manual assignment via queues does not leverage skills or presence. Option B is wrong because Customer Service Insights is an analytics tool, not a routing mechanism. Option C is wrong because Omnichannel for Customer Service provides channel integration, but unified routing is the specific feature that routes cases based on skills and presence.

Answer

Create a queue for each skill group and manually assign cases.

Answer

Use Customer Service Insights to analyze agent performance and reassign cases.

Answer

Deploy Omnichannel for Customer Service and configure channel routing.

Question 4

A company uses Dynamics 365 Customer Insights - Data and wants to enrich customer profiles with demographic data from a third-party provider. Which feature should they use?

Accepted Answer

Enrichments. Enrichments in Dynamics 365 Customer Insights - Data allow you to augment existing customer profiles with additional data from third-party providers, such as demographic, firmographic, or interest data. This feature directly supports the goal of enriching profiles with external demographic information by matching customer identifiers against the provider's data and appending the results.

Answer

Data sources

Answer

Segments

Answer

Measures

Question 5

Which TWO of the following are benefits of using Dynamics 365 Field Service mobile app?

Accepted Answer

Capture customer signatures on site.. Option B is correct because the Dynamics 365 Field Service mobile app lets technicians capture customer signatures directly on the device at the customer site, attaching the signature to the work order as proof of completion. Option E is correct because the mobile app supports offline mode, allowing technicians to download and view work order details, service tasks, and related data even without network connectivity. Option A is not a benefit of the mobile app itself; customer self-scheduling is typically handled through portals or scheduling tools, not the technician-facing mobile app. Option C is incorrect because time entry in Field Service is generally recorded via time entries or the Time Entry feature and requires technician action rather than being fully automatic. Option D is incorrect because real-time inventory management is handled through inventory and warehouse features in Field Service and Supply Chain, not as a core benefit of the mobile app.

Answer

Allow customers to schedule their own appointments.

Answer

Automatically record time without technician input.

Answer

Manage inventory levels in real time.

Question 6

An agent searches for 'password reset' in the knowledge base. Which of the following is most likely to be the top result based on the exhibit?

Accepted Answer

Password Reset Steps. In Dynamics 365 and Power Platform knowledge base search, results are ranked by relevance to the search terms. The article titled 'Password Reset Steps' directly matches the query 'password reset' in both keywords and title, making it the most relevant result. The other articles cover unrelated topics (technical support, billing, account creation) and lack the specific terms 'password' or 'reset' in their titles, so they would rank lower.

Answer

Technical Support FAQ

Answer

Billing Inquiry Process

Answer

Account Creation Guide

Question 7

Which TWO data sources can be used to ingest data into Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Power Query. Power Query is a native data ingestion tool within Dynamics 365 Customer Insights that allows users to connect to a wide variety of data sources, transform data using a graphical interface, and load it into the Customer Insights data lake. It supports connectors for databases, online services, and files, making it a primary method for importing customer data.

Answer

Azure DevOps

Answer

Excel file

Answer

Microsoft Teams

Question 8

A sales manager reports that the Opportunity record for a high-value deal shows a negative estimated revenue of -$15,000. The system currency is USD. The opportunity was created by importing data via a legacy integration. What is the most likely cause of this issue?

Accepted Answer

The estimated revenue field was manually overridden with a negative value during data import.. In Dynamics 365 Sales, the Estimated Revenue field on an Opportunity is a currency field that should hold a non-negative value. A negative value of -$15,000 most likely resulted from the legacy integration importing a negative amount directly into the field, since the platform does not automatically prevent negative values on import.

Answer

The user does not have sufficient privileges to view positive revenue.

Answer

The opportunity's close probability was set to more than 100%.

Answer

The currency exchange rate for USD is inverted.

Question 9

A marketing team uses Dynamics 365 Customer Insights to send personalized offers. They want to ensure that customers who have opted out of email marketing do not receive offers via email. What is the best practice?

Accepted Answer

Map consent attributes and respect them in marketing journeys. Mapping consent attributes and respecting them in marketing journeys is the best practice because it ensures consent is enforced dynamically at the point of send, not just at segment creation. This allows real-time suppression of opted-out customers across all journeys and channels, maintaining compliance with regulations like GDPR.

Answer

Use a measure to filter out opted-out customers

Answer

Manually remove opted-out customers from the segment each time

Answer

Create a segment excluding opted-out customers

Question 10

A technician needs to record time spent on a work order and the parts used. Which Dynamics 365 Field Service mobile capability should they use?

Accepted Answer

Field Service Mobile App. The Field Service Mobile App is the correct capability because it is specifically designed for technicians in the field to perform tasks such as recording time spent on a work order and logging parts used. It provides offline-first functionality, allowing technicians to capture time entries and inventory consumption directly against a work order, which then syncs back to Dynamics 365 Field Service when connectivity is restored.

Answer

Schedule Board

Answer

Power BI

Answer

Customer Portal

Question 11

A field service manager wants to optimize technician schedules to minimize travel time. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it uses predefined optimization goals and constraints to automatically generate and adjust technician schedules, specifically targeting minimized travel time. Unlike manual scheduling on the Schedule Board, RSO applies algorithms to consider factors like location, skill requirements, and availability to produce the most efficient route and assignment sequence.

Answer

Inventory Management

Answer

Schedule Board

Answer

Connected Field Service

Question 12

A technician completes a work order and replaces a part. Which entity must be updated to reflect that the part was used from inventory?

Accepted Answer

Work Order Products. In Dynamics 365 Field Service, the Work Order Products entity is specifically designed to track parts and materials used from inventory during a work order. When a technician replaces a part, they must add a product record to the work order with the 'Line Status' set to 'Used' to decrement inventory and record the consumption. This ensures accurate inventory levels and billing.

Answer

Work Order Services

Answer

Inventory Journals

Answer

Work Order Incidents

Question 13

Which THREE are capabilities of Omnichannel for Customer Service?

Accepted Answer

Integration with Power Virtual Agents for chatbots. Option A is correct because Omnichannel for Customer Service natively integrates with Power Virtual Agents, allowing organizations to deploy AI-powered chatbots that can escalate conversations to human agents within the same omnichannel engagement hub. Option C is correct because Omnichannel for Customer Service is specifically designed to unify multiple communication channels—such as live chat, SMS, social messaging, and voice—into a single agent experience within Dynamics 365. Option E is correct because Omnichannel for Customer Service provides real-time analytics and supervisor dashboards that surface agent performance metrics, conversation volume, and channel-specific KPIs for live monitoring. Option B is not correct because knowledge base article management is a capability of Dynamics 365 Customer Service (Knowledge Management), not a defining capability of the Omnichannel add-on itself. Option D is not correct because customer self-service portals are delivered through Power Apps portals or Dynamics 365 Customer Service portals, not as an Omnichannel for Customer Service capability.

Answer

Knowledge base article management

Answer

Customer self-service portal

Question 14

Refer to the exhibit. Jane Smith has been assigned work order WO-00234 for an installation. The work order requires skills in Plumbing and Electrical. Jane has Plumbing and HVAC skills. What is the impact on the work order?

Accepted Answer

The system will show a skill gap warning but the assignment remains.. In Dynamics 365 Field Service, when a work order requires skills that the assigned resource does not possess, the system flags a skill mismatch but does not automatically unassign or reassign the technician. The work order remains assigned to Jane, and the scheduling engine surfaces a skill gap warning so a dispatcher can decide whether to reassign, add a helper, or proceed anyway.

Answer

The work order will be automatically reassigned to a resource with both skills.

Answer

The work order will be canceled.

Answer

The system will add the Electrical skill to Jane's profile.

Question 15

A technician arrives at a customer site and realizes they need a part that is not in their truck. The technician wants to check inventory at nearby warehouses. Which mobile capability should they use?

Accepted Answer

Use the Field Service Mobile app to look up inventory.. The Field Service Mobile app includes inventory lookup functionality that lets technicians check stock at warehouses and other locations, so they can locate a needed part at a nearby warehouse. This is the correct mobile capability for the scenario. The other options either do not exist as described or serve different purposes.

Answer

Ask Copilot for the nearest warehouse.

Answer

Open the Schedule Board on the mobile device.

Answer

Use Connected Field Service.