MB-910 Practice Test 4 — 10 Questions

Question 1

A company wants to automatically prioritize cases based on customer tier and issue severity. Which feature should they configure in Dynamics 365 Customer Service?

Accepted Answer

Routing rules. (Routing rules) is correct because routing rules can be configured to automatically prioritize cases based on criteria such as customer tier and issue severity. Option A (SLA) is incorrect because SLAs define response and resolution time commitments, not prioritization logic. Option B (Entitlements) is incorrect because entitlements specify the support coverage (e.g., number of incidents or hours) for a customer, not how to prioritize cases. Option D (Dynamics 365 Copilot) is incorrect because Copilot is an AI-powered assistant that helps with tasks like drafting responses, not for case prioritization.

Answer

Service Level Agreement (SLA)

Answer

Entitlements

Answer

Dynamics 365 Copilot

Question 2

Which TWO activities are part of the data unification process in Dynamics 365 Customer Insights?

Accepted Answer

Configuring match rules to identify duplicates. Configuring match rules is a core step in the data unification process in Dynamics 365 Customer Insights. Match rules define the conditions (e.g., fuzzy matching on email or phone) used to identify duplicate customer records across source systems, enabling deduplication and merging into a single unified profile. This is distinct from segmentation or enrichment, which occur after unification.

Answer

Creating segments based on customer attributes

Answer

Defining measures for customer metrics

Answer

Enriching profiles with external data

Question 3

A company using Dynamics 365 Field Service has technicians who often arrive at jobs without the correct parts, causing delays. They want to ensure technicians have the necessary inventory before arriving. What is the best approach?

Accepted Answer

Configure inventory journals and pick lists on work orders. Configuring inventory journals and pick lists on work orders allows the system to reserve and prepare the required parts before the technician arrives. Option B is incorrect because Dynamics 365 Copilot can suggest parts but does not manage inventory availability or reservation. Option C is incorrect because barcode scanning helps track parts usage but does not pre-stage inventory. Option D is incorrect because the schedule board is used for scheduling and dispatch, not for inventory management.

Answer

Use Dynamics 365 Copilot to suggest parts

Answer

Implement barcode scanning on mobile devices

Answer

Display inventory levels on the schedule board

Question 4

Which TWO data types are used by Dynamics 365 Sales to calculate a predictive score for an opportunity? (Choose two.)

Accepted Answer

Real-time activity data. Dynamics 365 Sales uses real-time activity data (e.g., emails, meetings, and calls logged against the opportunity) to capture current engagement signals, which are critical for calculating a predictive score. Historical opportunity data (e.g., win/loss rates, deal size, and duration) provides the baseline patterns that the machine learning model learns from to forecast the likelihood of closing a deal.

Answer

Product catalog details

Answer

Social media sentiment

Answer

Competitor price lists

Question 5

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.

Answer

To collect customer feedback

Answer

To route cases to the appropriate agent

Answer

To provide self-service knowledge

Question 6

A company is planning to use Dynamics 365 Customer Insights to enrich customer profiles with external demographic data. Which TWO of the following are valid methods to bring in external data? (Choose two.)

Accepted Answer

Use an OData connector to pull data from a partner data provider. Dynamics 365 Customer Insights supports OData connectors, which can pull data from external partner data providers. OData is a standardized RESTful protocol that allows seamless integration of external datasets, such as demographic enrichment sources, into Customer Insights profiles.

Answer

Connect to Azure Data Lake only via Dataflows

Answer

Import from Excel Online using a direct connection

Answer

Synchronize data from LinkedIn Sales Navigator

Question 7

A company wants to optimize their field service scheduling by considering technician skills, travel time, and customer priority. Which Dynamics 365 Field Service tool should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) uses constraint-based scheduling to automatically assign the best technician based on skills, travel time, and customer priority. Option C (Schedule Board) is a manual scheduling tool that does not automate optimization. Option B (Field Service mobile app) is used by technicians to view and update work orders. Option D (Connected Field Service) is for IoT integration and remote monitoring.

Answer

Field Service mobile app

Answer

Schedule Board

Answer

Connected Field Service

Question 8

Which TWO data sources can be used to enrich customer profiles in Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Third-party data providers. Dynamics 365 Customer Insights allows you to enrich customer profiles by integrating data from third-party data providers, such as Experian or Acxiom, to add attributes like demographic or firmographic information. This enrichment process uses the 'Enrichment' feature within the app, which connects to external data sources via connectors to enhance existing customer data.

Answer

SharePoint document libraries

Answer

Power BI dashboards

Answer

Finance and Operations general ledger

Question 9

Refer to the exhibit. A Dynamics 365 Marketing segment is configured to include customers with purchase date on or after January 1, 2025. The segment refreshes daily. A customer purchased on December 31, 2024. Why is this customer not included?

Accepted Answer

The purchase date does not meet the condition. The criterion requires purchase date >= 2025-01-01, and the customer's date is before that. Option A is wrong because the field exists. Option B is wrong because the operator is correct. Option C is wrong because the refresh is daily.

Answer

The field name is incorrect

Answer

The operator should be 'lessThan'

Answer

The segment refreshes only weekly

Question 10

Refer to the exhibit. After how many days from the start of the sequence will the first phone call activity occur?

Accepted Answer

2 days. The exhibit shows a sequence with a 2-day wait step after the initial 'Start' trigger, followed by a phone call activity. Therefore, the first phone call occurs exactly 2 days from the start of the sequence. In Dynamics 365 Sales sequences, wait steps define the delay before the next activity is automatically created or assigned.

Answer

5 days

Answer

7 days

Answer

0 days