MB-910 Practice Test 38 — 15 Questions

Question 1

A company using Dynamics 365 Field Service needs to ensure that only certified technicians are assigned to electrical work orders. Which feature should they use?

Accepted Answer

Resource skills and certifications. Resource skills and certifications in Dynamics 365 Field Service allow dispatchers and the scheduling engine to match work orders with technicians who possess the required qualifications. By tagging electrical work orders with a required skill/certification and assigning that same skill to certified technicians, the system prevents unqualified resources from being booked. This is the built-in mechanism for enforcing competency-based assignment.

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Business closures

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Service territories

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Resource time-off

Question 2

Your organization uses Dynamics 365 Customer Service and wants to automatically route incoming cases from phone calls to the appropriate agent based on skill. Which feature should you implement?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service in Dynamics 365 Customer Service provides unified routing that can distribute incoming cases from channels such as phone calls, chat, SMS, and social media to agents based on skills, capacity, and priority. It supports skill-based routing rules that match the case's requirements to the agent's proficiencies, which is exactly what the scenario requires for phone-originated cases.

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Knowledge Base

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Service Calendar

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Entitlements

Question 3

A marketing manager wants to view a 360-degree view of a specific customer in Dynamics 365 Customer Insights. Which entity should they look at?

Accepted Answer

Customer profile. The customer profile entity in Dynamics 365 Customer Insights is the unified, 360-degree view of a customer, aggregating data from multiple sources into a single record. It provides a comprehensive view of customer attributes, interactions, and relationships, enabling the marketing manager to see all relevant information in one place.

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Activity

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Segment

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Measure

Question 4

A sales manager wants to create a personal dashboard that shows their team's opportunities by sales stage and estimated revenue. The dashboard should update in real time. What is the recommended approach?

Accepted Answer

Create a personal dashboard using charts and grids.. Personal dashboards in Dynamics 365 Sales allow individual users to create customized views of their data, including charts and grids that display opportunities by sales stage and estimated revenue. These dashboards support real-time updates by querying the underlying Dataverse data directly, ensuring the sales manager sees current information without manual refresh.

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Use Excel Online to create a live connection.

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Create a system dashboard with charts.

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Integrate Power BI with Dynamics 365.

Question 5

Your organization wants to ensure that sales reps follow a consistent sales process from lead to close. Which feature should you implement?

Accepted Answer

Business process flow. A business process flow (C) is the correct feature because it provides a guided, visual sales process that ensures all sales reps follow the same stages (e.g., Lead → Qualify → Develop → Propose → Close) consistently. It enforces data entry and stage progression, aligning with the requirement for a standardized lead-to-close process in Dynamics 365 Sales.

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Sales playbook

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Workflow

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Dialog process

Question 6

A sales team is implementing Dynamics 365 Sales and wants to use AI-driven insights to identify the best next actions for closing deals. Which feature should they use?

Accepted Answer

Copilot for Sales. Copilot for Sales is the correct feature because it uses generative AI and contextual data from Dynamics 365 and Microsoft 365 to suggest the best next actions, such as drafting emails, scheduling follow-ups, or summarizing deal progress. This directly addresses the need for AI-driven insights to identify next actions for closing deals, as it proactively recommends steps based on real-time CRM data and conversation context.

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Predictive scoring

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Relationship analytics

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Sales Insights

Question 7

A salesperson needs to automatically send a customized quote to a customer when an opportunity reaches the 'Proposal' stage. What is the best way to achieve this in Dynamics 365 Sales?

Accepted Answer

Create a workflow that triggers when the opportunity stage changes to 'Proposal'. Dynamics 365 Sales allows you to create a workflow (or a Power Automate flow) that triggers when the opportunity stage changes to 'Proposal'. This workflow can then automatically generate and send a customized quote to the customer, meeting the requirement without manual intervention. The trigger is specifically the stage change, not creation or assignment.

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Create a Power Automate flow that triggers on opportunity creation

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Enable Copilot to auto-generate and send the quote

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Use sales sequences to assign the task to the salesperson

Question 8

A sales organization wants to enforce a consistent sales process where opportunities must progress through specific stages with mandatory fields at each stage. The manager also wants to automatically update the probability percentage when the stage changes. Which feature should be configured?

Accepted Answer

Business Process Flows. Business Process Flows (BPF) are designed to enforce a consistent sales process by guiding users through specific stages and requiring mandatory fields at each stage. They also automatically update the probability percentage when the stage changes, based on the stage's default probability value configured in the BPF. This ensures data integrity and process adherence without custom development.

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Business Rules

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Custom Connectors

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Workflows

Question 9

A salesperson wants to see the probability of closing an opportunity based on the sales stage. Which field on the opportunity record should they review?

Accepted Answer

Probability. The Probability field on an opportunity record in Dynamics 365 Sales displays the likelihood of closing the deal, which is automatically calculated based on the sales stage or manually set by the salesperson. This directly answers the salesperson's need to see the probability of closing an opportunity by stage.

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Budget Amount

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Est. Revenue

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Close Date

Question 10

Your sales team uses Dynamics 365 Sales and wants to receive automatic notifications when a high-priority lead is created. Which feature should you configure?

Accepted Answer

Power Automate flow. Power Automate flow is the correct feature because it enables the sales team to create automated, event-driven workflows that trigger notifications when specific conditions are met, such as the creation of a high-priority lead. Unlike classic workflows or business rules, Power Automate provides flexible, modern integration with external systems and supports real-time triggers, making it ideal for sending automatic notifications via email, Teams, or mobile push alerts.

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Classic workflow

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Copilot

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Business rule

Question 11

A technician needs to view their assigned work orders for the day and update the status of each. Which application should they use?

Accepted Answer

Field Service Mobile. Field Service Mobile is the app designed for technicians to view and update work orders in the field. Option A (Schedule board) is for dispatchers, not technicians. Option B (Power Apps) is a platform to build custom apps, not a specific field service app. Option D (Customer Service workspace) is for customer service agents handling cases, not field technicians.

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Schedule board

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Power Apps

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Customer Service workspace

Question 12

A sales manager wants to track the progress of deals from initial contact to closure. Which entity in Dynamics 365 Sales should be used to represent each sales opportunity?

Accepted Answer

Opportunity. In Dynamics 365 Sales, the Opportunity entity is specifically designed to track a potential sale from initial qualification through to closure, including stages, probability, and revenue estimates. It represents a deal that has been qualified and is actively being worked on, making it the correct entity for tracking progress.

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Account

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Lead

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Contact

Question 13

A sales organization wants to use Dynamics 365 Sales to automatically generate personalized email content for follow-ups based on customer interactions. Which feature should they leverage?

Accepted Answer

Sales Copilot. Sales Copilot (A) is correct because it uses AI to analyze customer interactions (e.g., emails, meetings, calls) and automatically generates personalized follow-up email content, including suggested replies and next steps, directly within the Dynamics 365 Sales workflow. This feature leverages Microsoft's Copilot AI to understand context from CRM data and communication history, enabling tailored outreach without manual template selection or campaign setup.

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Quick campaigns

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Auto capture

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Email templates

Question 14

In Dynamics 365 Customer Service, what is the primary purpose of an 'Entitlement'?

Accepted Answer

To define the support terms for a customer. An Entitlement in Dynamics 365 Customer Service defines the specific support terms and conditions agreed upon with a customer, such as the number of support hours, severity levels, or total cases allowed. This ensures that service agents can validate and enforce the service-level agreement (SLA) during case resolution, making it the primary mechanism for managing customer support contracts.

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To collect customer feedback

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To route cases to the appropriate agent

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To provide self-service knowledge

Question 15

A salesperson needs to quickly access the history of interactions with a specific contact, including emails, meetings, and phone calls. Where can they find this information in Dynamics 365 Sales?

Accepted Answer

Timeline. The Timeline control in Dynamics 365 Sales aggregates all activities related to a specific record (e.g., a contact) into a single chronological feed. It displays emails, meetings, phone calls, notes, and system posts without requiring navigation to separate modules, giving the salesperson a complete interaction history at a glance.

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Queue

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Sales literature library

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Dashboard