MB-910 Practice Test 38 — 15 Questions

Question 1

Which TWO features in Dynamics 365 Customer Service help agents resolve cases faster by providing relevant information automatically?

Accepted Answer

Knowledge Base suggestion engine. The Knowledge Base suggestion engine (B) automatically analyzes the context of a customer conversation and suggests relevant articles to the agent, reducing search time and enabling faster resolution. Dynamics 365 Copilot (D) uses generative AI to provide real-time suggestions, summarize cases, and draft responses, further accelerating case handling.

Answer

Omnichannel for Customer Service

Answer

Service Level Agreement (SLA)

Answer

Entitlements

Question 2

A small business recently started using Dynamics 365 Sales to manage customer interactions. The owner wants to see a quick overview of the sales pipeline and the performance of each salesperson. They have limited time and want to use out-of-the-box features without custom development. Which feature should they use to visualize the pipeline and track sales activities in real time?

Accepted Answer

Sales Dashboard. The Sales Dashboard provides out-of-the-box charts and KPIs for pipeline and performance. Sales Copilot is an AI assistant, not a dashboard. Power BI requires additional licensing and setup. Advanced find is for searching records.

Answer

Sales Copilot

Answer

Advanced Find

Answer

Power BI embedded

Question 3

Northwind Traders uses Dynamics 365 Field Service to manage work orders and scheduling for their technicians. They have integrated with Dynamics 365 Supply Chain Management to sync inventory levels. Recently, they implemented IoT alerts from equipment sensors that automatically generate work orders when a threshold is exceeded. The operations manager wants to optimize the scheduling of these IoT-generated work orders by automatically assigning them to the nearest available technician with the right skills. Additionally, the manager wants to use predictive maintenance to proactively schedule maintenance before equipment fails, based on sensor data. Which combination of features should the administrator enable to meet these requirements?

Accepted Answer

Enable Resource Scheduling Optimization (RSO) and Connected Field Service.. Resource Scheduling Optimization (RSO) provides automatic scheduling based on proximity and skills, and Connected Field Service enables IoT integration and predictive maintenance, meeting both the automatic scheduling and predictive maintenance requirements. Option B is incorrect because manual scheduling does not achieve automatic assignment. Option C is incorrect because manual scheduling with skill matching does not provide automatic optimization. Option D is incorrect because work order templates do not handle automatic scheduling or predictive maintenance.

Answer

Enable Resource Scheduling Optimization (RSO) and schedule manually using the schedule board.

Answer

Enable Connected Field Service and configure manual scheduling with skill matching.

Answer

Enable Connected Field Service and create work order templates for IoT-generated work orders.

Question 4

A sales representative needs to quickly view the latest interactions with a customer, including emails, meetings, and notes, without switching between different records. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Timeline control. The Timeline control in Dynamics 365 Sales aggregates all customer interactions—emails, meetings, notes, phone calls, and tasks—into a single chronological feed on a record's form. This allows the sales representative to view the latest interactions without navigating away from the current record, directly addressing the need for quick, consolidated visibility.

Answer

Notes section

Answer

Relationship Assistant

Answer

Sales Dashboard

Question 5

A sales rep needs to record a phone call with a customer and associate it with the relevant opportunity. Which entity should the rep use in Dynamics 365 Sales?

Accepted Answer

Phone Call. In Dynamics 365 Sales, the 'Phone Call' activity entity is specifically designed to log and associate phone conversations with records like opportunities. It captures call direction, duration, subject, and the related opportunity via the 'Regarding' lookup field, enabling the rep to directly link the call to the opportunity for tracking and follow-up.

Answer

Task

Answer

Appointment

Answer

Note

Question 6

Which TWO of the following are benefits of using Connected Field Service?

Accepted Answer

Proactive maintenance based on IoT alerts. Connected Field Service enables proactive maintenance by receiving IoT alerts before a failure (Option A), and it can automatically create work orders from those device signals (Option B). Option C is incorrect because real-time technician tracking is a feature of scheduling, not Connected Field Service. Option D is incorrect because inventory management is handled by other modules. Option E is incorrect because manual scheduling is not a benefit; Connected Field Service automates processes.

Answer

Real-time technician location tracking

Answer

Inventory management and replenishment

Answer

Manual scheduling of technicians

Question 7

Based on the exhibit, when will the 'Send proposal' task be scheduled relative to the start of the sequence?

Accepted Answer

9 days after the start. 9 days after the start. Delays in the sequence are cumulative. Starting from day 0, if the first step has a 1-day delay, second step has a 3-day delay, and third step has a 5-day delay, the total delay before the 'Send proposal' task is 1+3+5 = 9 days. Option B (8 days) ignores one delay, Option C (5 days after the phone call) is not what is asked (relative to start), and Option D (5 days) is incorrect cumulative sum.

Answer

8 days after the start

Answer

5 days after the phone call step

Answer

5 days after the start

Question 8

Contoso Ltd. is a mid-sized manufacturing company that recently implemented Dynamics 365 Customer Service to handle support requests for their industrial equipment. They have three support tiers: Level 1 (basic troubleshooting), Level 2 (technical specialists), and Level 3 (engineering). Cases are created via email, phone, and a customer portal. Currently, all cases are manually assigned by a dispatcher, which causes delays. The company wants to automate case routing based on the following: 1) Cases submitted by email are automatically classified using keywords (e.g., 'hydraulic failure' goes to Level 2, 'billing' goes to Level 1). 2) Cases from the portal are automatically assigned to Level 1 if the customer's entitlement allows. 3) Urgent cases (priority 1) are always assigned to Level 3 regardless of category. They also want to use AI to suggest knowledge articles for cases. You are the Dynamics 365 Customer Service consultant. Which combination of features should you recommend?

Accepted Answer

Configure routing rules for email keywords, set up entitlements for portal cases, and enable AI-suggested articles. Routing Rules can be configured to route cases based on email keywords, Entitlements determine the support level for portal cases, and AI-suggested articles provide knowledge recommendations. Option A is wrong because Omnichannel for Customer Service is primarily for real-time channels like chat and voice, not for automating email-based case routing. Option B is wrong because manual assignment does not automate routing; it still requires a dispatcher. Option C is wrong because SLAs only measure response times, they do not route cases; separate queues per category also do not automate routing based on keywords or entitlements.

Answer

Enable Omnichannel for Customer Service, configure automatic case creation, and use Copilot

Answer

Create queues for each tier, assign cases manually via the dispatcher, and enable the knowledge base

Answer

Set up SLAs for each priority, create separate queues by category, and use Customer Service Insights for suggestions

Question 9

Refer to the exhibit. After running the PowerShell script, which field will contain the value 'Follow-up call'?

Accepted Answer

Subject. The script sets the 'subject' field to 'Follow-up call'. Option A is incorrect because 'telephone1' is set to '555-1234'. Option C is incorrect because 'companyname' is set to 'Contoso'. Option D is incorrect because 'firstname' is set to 'John'. The PowerApps PowerShell script creates a lead record and assigns values to fields: 'firstname' = 'John', 'lastname' = 'Doe', 'companyname' = 'Contoso', 'subject' = 'Follow-up call', 'telephone1' = '555-1234'. Therefore, only the 'subject' field contains 'Follow-up call'.

Answer

Phone

Answer

Company Name

Answer

First Name

Question 10

A sales rep needs to quickly find similar opportunities that were won in the past to apply similar strategies to a current opportunity. Which feature should the rep use?

Accepted Answer

Similar Opportunities. The Similar Opportunities feature uses AI to analyze historical opportunities and surfaces those that were won and are similar to the current opportunity, allowing the sales rep to apply successful strategies. Option A is incorrect because the Sales Insights add-on is a broader analytics tool that includes features like predictive scoring and relationship analytics, but the specific feature for finding similar opportunities is Similar Opportunities. Option B is incorrect because the Relationship Assistant provides reminders and suggestions based on activities and relationships, not a direct comparison to past won opportunities. Option D is incorrect because Predictive Scoring predicts the likelihood of closing a deal based on historical data, but does not show similar won opportunities.

Answer

Sales Insights add-on

Answer

Relationship Assistant

Answer

Predictive Scoring

Question 11

You need to provide sales representatives with a data-driven score for each lead that predicts likelihood of conversion. Which feature should you use?

Accepted Answer

Predictive lead scoring. Predictive lead scoring uses machine learning to analyze historical data and assign a score to each lead, indicating the likelihood of conversion. This directly meets the requirement. Sales Copilot (A) is an AI assistant that helps with content and insights, not scoring. Sales Accelerator (B) is for guiding sales sequences, not scoring. Relationship Intelligence (C) focuses on analyzing existing relationships, not predicting lead conversion.

Answer

Sales Copilot

Answer

Sales Accelerator

Answer

Relationship Intelligence

Question 12

Which THREE actions can be performed using Dynamics 365 Sales Hub? (Choose three.)

Accepted Answer

Create and manage quotes and orders. Correct answers: A, B, D. Dynamics 365 Sales Hub is a sales-focused application that allows users to create and manage quotes and orders, leverage AI-driven relationship analytics, and manage opportunities and track the sales pipeline. Option C (product lifecycle management) is part of Dynamics 365 Supply Chain Management, not Sales Hub. Option E (marketing segments) belongs to Dynamics 365 Marketing.

Answer

Manage product lifecycle from design to retirement

Answer

Create and manage marketing segments

Question 13

A lead is created with address1_stateorprovince set to 'California'. According to the exhibit, which team will the lead be assigned to?

Accepted Answer

West Coast Sales. The lead is assigned to the West Coast Sales team because the routing rule in the exhibit matches leads with address1_stateorprovince set to 'California' to that team. This is a standard Dynamics 365 Sales lead routing configuration where territory-based rules automatically assign leads to the appropriate sales team based on geographic data.

Answer

The lead remains unassigned

Answer

Central Sales

Answer

Unassigned

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.. When a work order is assigned to a resource who does not have all required skills, the system will display a skill gap warning but the assignment remains in place. The work order is not automatically reassigned (A), not canceled (C), and skills are not automatically added to the resource's profile (D).

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 work order requires a specific part that is currently out of stock in the warehouse. What should the scheduler do to ensure the part is available before assigning a technician?

Accepted Answer

Create a purchase order from the work order to procure the part. Dynamics 365 Field Service allows schedulers to create a purchase order directly from a work order when a required part is out of stock. This ensures the part is procured and available before a technician is assigned, preventing delays and incomplete service calls.

Answer

Change the work order type to 'Service'

Answer

Run Resource Scheduling Optimization

Answer

Close the work order and reopen it later