MB-910 Practice Test 39 — 15 Questions

Question 1

Your organization wants to enforce a consistent sales process by requiring sales reps to move opportunities through predefined stages (e.g., Qualify -> Develop -> Propose). What should you configure?

Accepted Answer

Business Process Flows. Business Process Flows (BPFs) in Dynamics 365 are designed to guide users through a defined sequence of stages, enforcing a consistent process. They display a stage-based UI at the top of the record and can enforce stage-gating, making them ideal for standardizing the sales process from Qualify to Develop to Propose.

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Sales Pipelines

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Custom entities

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Workflows

Question 2

An organization uses Dynamics 365 Customer Insights - Data. They want to ensure that the customer profiles are enriched with demographic data from a third-party provider. Which THREE steps are necessary to set up enrichment? (Choose three.)

Accepted Answer

Select the fields to be enriched. In Dynamics 365 Customer Insights - Data, when setting up enrichment, you must select the specific fields (e.g., demographic attributes like age, income, or location) from your customer profile that you want to enrich with third-party data. This step defines which existing attributes will be updated or supplemented by the enrichment provider.

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Create an export destination for the enriched data

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Define a matching rule to merge enriched data

Question 3

A project manager uses Dynamics 365 Project Operations. They need to create a work breakdown structure (WBS) and assign resources to tasks. Which entity should they use to define the WBS?

Accepted Answer

Task. In Dynamics 365 Project Operations, the Task entity is used to define the work breakdown structure (WBS). Tasks represent the individual work items in a project, and they can be organized hierarchically to form the WBS. Project managers create tasks, assign resources, and define dependencies to build the project schedule.

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Milestone

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Project

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Resource

Question 4

Which TWO of the following are key components of the sales process in Dynamics 365 Sales?

Accepted Answer

Opportunities. Opportunities (A) are a core component of the Dynamics 365 Sales process because they represent potential revenue-generating deals that move through the sales pipeline from qualification to close, tracking estimated revenue, probability, and stage. Leads (E) are also a key component, as they capture unqualified potential customers and serve as the starting point of the sales process before being qualified and converted into opportunities, contacts, or accounts. Together, leads and opportunities form the backbone of the lead-to-opportunity sales lifecycle in Dynamics 365 Sales. Knowledge articles (B), cases (C), and queues (D) are not core sales-process components; they belong to customer service functionality in Dynamics 365 Customer Service, where knowledge articles support case resolution and queues route service work items.

Answer

Knowledge articles

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Cases

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Queues

Question 5

A support manager reviews the case exhibit. The case has a 'Gold-High-SLA' SLA applied. The manager wants to verify that the SLA terms are appropriate. What should the manager check next?

Accepted Answer

Verify the SLA definition for Gold-High-SLA. The manager's goal is to verify that the SLA terms themselves are appropriate for the case, so the next logical step is to inspect the SLA definition (the KPI items, applicable conditions, and success/warning/failure criteria) configured for 'Gold-High-SLA'. In Dynamics 365 Customer Service, the SLA definition is the source of truth for what the SLA actually enforces, so reviewing it confirms whether the applied terms match business expectations.

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Check that the entitlement end date is not expired

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Ask Copilot to suggest a better SLA

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Ensure the case is closed to trigger SLA calculation

Question 6

Which THREE capabilities are provided by Dynamics 365 Sales? (Choose THREE.)

Accepted Answer

Opportunity tracking. Dynamics 365 Sales includes opportunity tracking as a core feature, allowing sales teams to manage and monitor potential deals through the sales pipeline from initial contact to closure. This capability enables users to log interactions, track progress, and forecast revenue, directly supporting the sales process.

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Case management

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Marketing email automation

Question 7

A customer service agent needs to quickly access knowledge articles while working on a case. Which feature allows the agent to view relevant articles without leaving the case form?

Accepted Answer

Knowledge Base Search control. The Knowledge Base Search control is a feature in Dynamics 365 Customer Service that allows agents to search for and view knowledge articles directly within the case form. It provides a seamless way to access relevant information without navigating away from the case, improving efficiency. This control is specifically designed to surface knowledge articles based on the case context.

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Service Schedule

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Copilot pane

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Timeline control

Question 8

A sales organization wants to use AI to help sales representatives identify the best leads to pursue. The AI should analyze historical lead conversion data and suggest leads with the highest likelihood of becoming customers. Which Dynamics 365 Sales AI feature should they use?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring uses machine learning models trained on historical lead conversion data to calculate a score for each lead, indicating the likelihood of conversion. This directly enables sales representatives to prioritize leads with the highest probability of becoming customers, matching the organization's requirement.

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Relationship Analytics

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Sales Insights

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Assistant

Question 9

An organization wants to ensure that customers with a premium support entitlement have their cases prioritized over standard customers. What should be configured?

Accepted Answer

Create entitlements and use them in routing rules. To prioritize cases for customers with premium support entitlements, you should create entitlements in Dynamics 365 and use them in routing rules. Entitlements define the support terms, and routing rules can route cases based on entitlement status, ensuring premium cases are prioritized.

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Use the timeline to flag premium cases

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Define an SLA with different terms for premium customers

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Create separate queues for each tier

Question 10

A retail company uses Dynamics 365 Customer Insights to unify customer data from their online store, loyalty program, and in-store POS systems. After unification, they notice that some customers have duplicate profiles. What is the most likely cause and recommended action?

Accepted Answer

Review and adjust the match rules used during the data unification process. Duplicate profiles after unification typically occur when the match rules (deduplication rules) are not configured precisely enough to identify that two records represent the same customer. In Dynamics 365 Customer Insights, the unification process uses these rules to merge profiles based on attributes like email or phone; if the rules are too loose or missing key identifiers, duplicates persist. Adjusting the match rules—such as setting exact match on email or using fuzzy matching with appropriate thresholds—resolves the issue without altering source data.

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Re-run the data unification process without any changes

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Manually delete duplicate customer records from the source systems

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Contact Microsoft support to increase the deduplication limit

Question 11

Which TWO capabilities does the Sales Copilot provide?

Accepted Answer

Summarize a meeting from a Teams transcript. Sales Copilot (Microsoft Copilot for Sales) is an AI assistant embedded in Outlook, Teams, and Microsoft 365 apps that helps sellers with generative AI tasks. Option C is correct because Sales Copilot can take a Teams meeting transcript and generate an AI summary of the meeting, including key points and action items, directly in the seller's workflow. Option E is correct because Sales Copilot can draft email responses to customers using AI, pulling in context from CRM data and the email thread to generate suggested replies. Option A is not correct because auto-capturing emails to the timeline is a standard Dynamics 365 Sales / Outlook integration feature, not a Copilot capability. Option B is not correct because pipeline analytics dashboards are built with Power BI or Dynamics 365 Sales analytics, not Sales Copilot. Option D is not correct because predictive lead scoring is a Dynamics 365 Sales AI feature, not part of Sales Copilot.

Answer

Auto-capture emails to timeline

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Create pipeline analytics dashboards

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Predict lead scores

Question 12

Which THREE actions can be performed using the Sales Copilot in Dynamics 365 Sales?

Accepted Answer

Summarize a long email thread. Sales Copilot in Dynamics 365 Sales is designed to assist sellers directly within their workflow by generating and summarizing content and recommending actions. Option A is correct because Sales Copilot can summarize lengthy email threads, condensing correspondence into key points so sellers quickly grasp context. Option B is correct because it suggests next actions based on the opportunity stage, using CRM context to recommend follow-ups and deal progression steps. Option E is correct because Sales Copilot can draft replies to customer emails, generating suggested response text the seller can review and send. Option C is not correct because custom dashboard creation is a standard Dynamics 365 reporting/personalization capability, not a Sales Copilot action. Option D is not correct because predictive lead scoring is delivered by the Dynamics 365 Sales predictive scoring model, not by Sales Copilot.

Answer

Create custom dashboards for sales reports

Answer

Predict lead scores using historical data

Question 13

Which TWO features in Dynamics 365 Sales help sales representatives prioritize their leads and opportunities? (Choose two.)

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (C) is correct because it uses machine learning models to assign a score to each lead based on historical data, helping sales reps focus on the leads most likely to convert. Predictive Opportunity Scoring (D) is correct because it scores opportunities by their likelihood of being won, enabling reps to prioritize the deals that matter most. Both features directly support prioritization by ranking records so reps know where to spend their time. Sequence (A) automates a series of sales activities but does not rank or prioritize leads/opportunities. Goal Management (B) tracks progress against targets rather than prioritizing individual records. Business Process Flow (E) guides users through stages of a process but does not provide predictive prioritization.

Answer

Sequence

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Goal Management

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Business Process Flow

Question 14

Refer to the exhibit. In Dynamics 365 Customer Insights - Data, the merge configuration uses 'LastUpdated' conflict resolution. What does this setting imply for the unified customer profile when there is conflicting data between the Customer and Purchase entities?

Accepted Answer

The value from the entity that was last updated will be used.. When 'LastUpdated' conflict resolution is selected in Dynamics 365 Customer Insights - Data merge configuration, the unified customer profile uses the value from the entity (Customer or Purchase) that was most recently updated. This ensures that the freshest data takes precedence, regardless of entity priority or data source order.

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The value from the entity with the highest priority will be used.

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The value from the Customer entity will always be used.

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The value from the most recent data source will be used.

Question 15

Your organization wants to enforce that all high-priority cases from premium customers are answered within 2 hours. Which configuration ensures this?

Accepted Answer

SLA KPIs. SLA KPIs in Dynamics 365 Customer Service allow organizations to define specific time-based metrics, such as first response time or resolution time, and enforce them for cases. By configuring an SLA with a KPI for 2-hour first response and applying it to high-priority cases from premium customers, the system tracks and alerts when the target is at risk.

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Customer Service Insights

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Power Automate

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Unified Routing rules