MB-910 Practice Test 39 — 15 Questions

Question 1

A sales organization uses Dynamics 365 Sales and wants to automatically capture emails and meetings from Outlook into relevant records without manual entry. What should they set up?

Accepted Answer

Server-Side Synchronization. Server-Side Synchronization (option B) is the correct setup for automatically capturing emails and meetings from Outlook into Dynamics 365 records. It syncs directly between Exchange and Dynamics 365, eliminating the need for manual entry. Option A, Exchange integration, is a component of Server-Side Sync but not the standalone feature for automatic capture. Option C, Power Automate flow, requires custom configuration and is not the default solution. Option D, Dynamics 365 App for Outlook, requires users to manually track items, whereas Server-Side Sync automates this process.

Answer

Exchange integration

Answer

Power Automate flow

Answer

Dynamics 365 App for Outlook

Question 2

A sales rep needs to see a consolidated view of all activities (emails, meetings, calls) related to an opportunity. Which area should they use?

Accepted Answer

Timeline. The Timeline provides a consolidated view of all activities (emails, meetings, calls) related to a record in Dynamics 365 Sales. Option A is incorrect because the Sales Dashboard is for team performance metrics, not per-opportunity activities. Option C is incorrect because the Notes section only contains notes, not other activity types. Option D is incorrect because the Activity entity is a list of activities, not a timeline view that consolidates them in chronological order.

Answer

Sales Dashboard

Answer

Notes section

Answer

Activity entity

Question 3

Which THREE of the following are valid ways to automate sales processes in Dynamics 365 Sales?

Accepted Answer

Sales sequences. Sales sequences are a valid way to automate sales processes in Dynamics 365 Sales because they allow you to define a series of automated activities (e.g., emails, tasks, phone calls) that guide sales reps through a standardized workflow. This automation ensures consistent follow-up and engagement with leads or opportunities, directly supporting process automation within the sales module.

Answer

Business rules

Answer

AI-driven suggestions

Question 4

An organization wants salespeople to automatically receive suggested meeting times from prospects based on email conversations. Which Dynamics 365 Sales feature enables this?

Accepted Answer

Email assistant (Copilot). Email assistant (Copilot). This feature in Dynamics 365 Sales analyzes email conversations and can suggest meeting times based on the content. Option A (Relationship Assistant) suggests actions and reminders, not meeting times. Option B (Predictive scoring) scores leads and opportunities. Option D (Auto capture) captures emails and meetings but does not suggest times.

Answer

Relationship Assistant

Answer

Predictive scoring

Answer

Auto capture

Question 5

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.

Answer

Account

Answer

Lead

Answer

Contact

Question 6

A company uses Dynamics 365 Sales and wants to enable salespeople to receive proactive recommendations for next actions on their accounts and opportunities. Which AI feature should be enabled?

Accepted Answer

Relationship Assistant. Relationship Assistant (Sales Insights) provides proactive recommendations such as 'Send an email' or 'Schedule a meeting'. Option B is wrong because Predictive Opportunity Scoring scores opportunities based on likelihood to close. Option C is wrong because Predictive Lead Scoring scores leads based on conversion probability. Option D is wrong because Notes analysis analyzes notes for sentiment and key topics, but does not provide proactive recommendations for next actions.

Answer

Predictive Opportunity Scoring

Answer

Predictive Lead Scoring

Answer

Notes analysis

Question 7

Your organization uses Dynamics 365 Sales and wants to ensure that sales representatives follow a consistent process when moving opportunities from qualification to proposal. What should you configure?

Accepted Answer

Business Process Flow. Business Process Flows enforce a consistent sales process by guiding users through stages. Option A is wrong because Custom Workflows are for automation but not for guiding a process step-by-step. Option C is wrong because SLAs are for service agreements, not process guidance. Option D is wrong because Sales Sequences are for automated activities, not process guidance.

Answer

Custom Workflow

Answer

Service Level Agreement (SLA)

Answer

Sales Sequence

Question 8

A salesperson needs to view all activities (emails, appointments, phone calls) related to a specific opportunity in one place. Which entity should they open?

Accepted Answer

Opportunity record. The timeline wall on the opportunity record shows all related activities (emails, appointments, phone calls) in one place. Options A, C, and D are incorrect because they are individual activity types, not aggregate views of all activities.

Answer

Email activity

Answer

Appointment activity

Answer

Phone call activity

Question 9

Your company uses Dynamics 365 Sales and wants to ensure that salespeople follow a consistent process when qualifying leads. Which feature should they use to enforce a sequence of steps?

Accepted Answer

Sales sequences. Sales sequences in Dynamics 365 Sales are designed to enforce a consistent, step-by-step process for sales activities, such as lead qualification. They allow administrators to define a series of automated actions (e.g., emails, tasks, phone calls) that salespeople must follow, ensuring adherence to a standardized lead qualification workflow. This directly addresses the requirement to enforce a sequence of steps.

Answer

Business process flows

Answer

Sales Copilot

Answer

Automated workflows

Question 10

Which THREE features are available in Dynamics 365 Sales to help sales reps prioritize their daily work?

Accepted Answer

Copilot suggested actions. Copilot suggested actions in Dynamics 365 Sales uses AI to analyze seller context, such as email threads and deal progress, and proactively recommends next steps like scheduling a follow-up or updating a quote. This helps sales reps prioritize daily work by surfacing high-impact tasks without manual effort.

Answer

Sequence

Answer

Lead Scoring

Question 11

Which THREE scenarios can be addressed using Power Automate in Customer Service?

Accepted Answer

Escalate a case if it is not updated in 24 hours. Options C, D, and E are correct. Power Automate can escalate cases based on time thresholds (C), automatically send satisfaction surveys after case resolution (D), and create knowledge articles from case resolutions (E). Option A (updating case status when an email is received) is typically handled by email-to-case rules or routing rules, not Power Automate. Option B (configuring an SLA KPI) is done natively in SLA settings within Dynamics 365 and not through Power Automate.

Answer

Update the case status when an email is received

Answer

Configure an SLA KPI

Question 12

Match each Dynamics 365 role to its typical responsibilities.

Accepted Answer

Sales Manager: Oversees sales team, manages pipeline, and forecasts revenue.. The correct matches are: Sales Manager → oversees sales team, pipeline, forecasting; Customer Service Representative → handles inquiries, cases, service requests; Marketing Manager → plans campaigns, leads, email marketing; Field Service Technician → on-site repairs, scheduling, work orders. Common confusions include mixing sales and service roles or service and marketing roles.

Answer

Sales Manager: Handles customer inquiries and resolves cases.

Answer

Customer Service Representative: Plans campaigns and generates leads.

Question 13

A support manager configures the SLA shown. A high-priority case from a Gold customer is created at 10:00 AM. The business hours are Monday-Friday 9:00 AM to 5:00 PM. At what time will the SLA fail if no action is taken?

Accepted Answer

12:30 PM. The SLA failure time is set to 150 minutes from case creation. Since the case is created at 10:00 AM within business hours, the timer starts immediately. Adding 150 minutes (2 hours 30 minutes) to 10:00 AM results in 12:30 PM. Therefore, the SLA will fail at 12:30 PM if no action is taken. Option D is correct.

Answer

The next day at 12:30 PM

Answer

11:30 AM

Answer

1:30 PM

Question 14

A sales manager wants to see a visual representation of the sales pipeline with estimated revenue amounts at each stage. Which Dynamics 365 Sales tool should they use?

Accepted Answer

Sales pipeline chart. The Sales pipeline chart in Dynamics 365 Sales provides a visual, stage-by-stage representation of the sales pipeline, showing the estimated revenue amount at each stage (e.g., Qualify, Develop, Propose, Close). This chart is specifically designed to give sales managers a quick, graphical overview of pipeline health and revenue forecasts, directly fulfilling the requirement.

Answer

Copilot

Answer

Relationship analytics

Answer

Dashboards

Question 15

Refer to the exhibit. A case with priority 'High' is created and the GoldSLA is applied. After 5 hours, the case has not been responded to. What will happen?

Accepted Answer

An email is sent to the case owner. The SLA has a failure action defined: when the response time term for High priority (4 hours) is not met, the failure action sends an email to the case owner. Option A is incorrect because the SLA is not paused; it has already failed. Option B is incorrect because the case is not automatically escalated to the next tier; the failure action is triggered. Option D is incorrect because the system does not wait for the 8-hour term; the failure action fires after the 4-hour term is breached.

Answer

The SLA is paused until the case is updated

Answer

The case is automatically escalated to the next tier

Answer

The system waits for the 8-hour term to fail