MB-910 Practice Test 40 — 15 Questions

Question 1

Adventure Works uses Dynamics 365 Customer Service and wants to ensure that customer service agents are following the correct procedures when handling cases. They have defined a set of business rules and best practices that must be adhered to. For example, agents must always verify customer identity before sharing sensitive information, and they must log all communication attempts. The company wants to enforce these rules in the system so that agents are guided through the process and cannot skip steps. Additionally, they want to provide real-time guidance to agents based on the current case context. You need to recommend a solution. What should you do?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Use Customer Service workspace and configure guided interactions and macros.. Customer Service workspace with guided interactions and macros provides step-by-step guidance that enforces business rules and prevents agents from skipping steps. This allows Adventure Works to enforce identity verification and communication logging procedures. Option B is incorrect because Copilot for Service offers AI suggestions but does not enforce mandatory steps. Option C is incorrect because Power BI dashboards only monitor compliance, not enforce it. Option D is incorrect because Power Automate flows can automate actions but cannot guide agents through a sequential process with enforced steps.

Answer

Implement Copilot for Service to provide real-time suggestions.

Answer

Configure Power BI dashboards to monitor agent compliance.

Answer

Create Power Automate flows to enforce business rules.

Question 2

A manager wants to automatically summarize a long support case and draft a reply for the agent. Which capability in Dynamics 365 Customer Service uses AI for this?

Accepted Answer

Copilot. Copilot in Dynamics 365 Customer Service uses AI to automatically summarize support cases and draft replies for agents. Option A is correct. Option B (Knowledge Base) is a repository for articles, not an AI summarization tool. Option C (Conversation Insights) analyzes sentiment and conversation trends. Option D (Customer Service Insights) provides dashboards and analytics.

Answer

Knowledge Base

Answer

Conversation Insights

Answer

Customer Service Insights

Question 3

A customer service agent needs to quickly respond to a customer's email without leaving Dynamics 365. Which feature allows email response directly from the case form?

Accepted Answer

Email. The Email feature in Dynamics 365 enables agents to send emails directly from the case form. Option A is incorrect because Customer Service Hub is the overall interface, not a specific feature for email response. Option B is incorrect because Timeline displays email history but does not allow composing new emails. Option D is incorrect because Copilot for Service provides AI suggestions but does not directly send emails.

Answer

Customer Service Hub

Answer

Timeline

Answer

Copilot for Service

Question 4

Your organization is implementing Dynamics 365 Customer Service and wants to automatically suggest solutions to customers based on the case subject. Which AI feature should you configure?

Accepted Answer

Case Suggestions. Case Suggestions uses AI to recommend similar resolved cases and knowledge articles based on the case subject, enabling agents to quickly find solutions for customers. Option A is incorrect because Sentiment Prediction analyzes customer feelings, not suggests solutions. Option B is incorrect because Intelligent Lead Scoring is a sales feature for prioritizing leads. Option D is incorrect because Article Suggestions suggests knowledge articles to agents, but this question specifically describes suggesting solutions automatically based on the case subject, which aligns with Case Suggestions.

Answer

Sentiment Prediction

Answer

Intelligent Lead Scoring

Answer

Article Suggestions

Question 5

A salesperson needs to quickly access up-to-date product pricing and inventory levels while creating a quote. Where should this information be configured?

Accepted Answer

Product catalog. The product catalog in Dynamics 365 Sales is the central repository that stores all product definitions, including pricing and inventory data. When a salesperson creates a quote, the system retrieves the current price and stock levels from the product catalog, ensuring the quote reflects accurate, up-to-date information without manual lookup.

Answer

Unit group

Answer

Price list

Answer

Discount list

Question 6

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 enables skill-based routing and unified queuing for multiple channels including voice. Option A (Knowledge Base) is wrong because it is for articles. Option B (Service Calendar) is wrong because it schedules resources. Option C (Entitlements) is wrong because they define support terms. Option D (Omnichannel for Customer Service) is correct because it provides skill-based routing capabilities.

Answer

Knowledge Base

Answer

Service Calendar

Answer

Entitlements

Question 7

A company wants to predict which customers are likely to churn in the next 30 days using historical data and AI. Which feature in Dynamics 365 Customer Insights should they use?

Accepted Answer

Predictions. The Predictions feature in Dynamics 365 Customer Insights uses prebuilt AI models to analyze historical customer data and calculate churn probability scores for a specified future period, such as the next 30 days. This directly addresses the requirement to predict which customers are likely to churn, as it leverages machine learning to identify patterns and generate actionable insights without requiring custom model building.

Answer

Segmentation

Answer

Measures

Answer

Copilot

Question 8

Refer to the exhibit. An agent is working on a case and wants Copilot to automatically generate a summary of the case. Is this possible with the current configuration?

Accepted Answer

Yes, because Copilot is enabled and SummarizeCase is true.. The configuration shows Copilot is enabled and SummarizeCase is set to true, which allows Copilot to automatically generate a summary of the case. Therefore, Option C is correct. Option A is incorrect because Knowledge Base Search is not required to be disabled; it is unrelated to summarization. Option B is incorrect because DraftEmail is for email drafting, not summarization; summarization only requires Copilot enabled and SummarizeCase true. Option D is incorrect because when SummarizeCase is enabled, the summary is generated automatically, not only upon manual request.

Answer

No, because Knowledge Base Search must be disabled for Copilot to work.

Answer

No, because DraftEmail must also be enabled for summarization.

Answer

Yes, but only if the agent manually requests the summary.

Question 9

A customer service manager wants to automate the creation of cases from emails sent to the support mailbox. Which feature should they use?

Accepted Answer

Email-to-Case. Email-to-Case is the correct feature because it automatically creates cases from incoming emails sent to the support mailbox. Queues are used for routing work items, SLAs define service timelines, and entitlements specify support coverage. Therefore, option B is correct.

Answer

Queue

Answer

SLA

Answer

Entitlement

Question 10

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

Accepted Answer

Summarize a long email thread. Sales Copilot uses AI to analyze email threads and generate concise summaries, helping sellers quickly grasp key points without reading lengthy conversations. This feature leverages natural language processing (NLP) to extract relevant details from the email context.

Answer

Create custom dashboards for sales reports

Answer

Predict lead scores using historical data

Question 11

Northwind Traders, a global equipment maintenance company, uses Dynamics 365 Field Service. They have technicians in multiple time zones and need to schedule work orders that include travel time and on-site duration. Some work orders require specific certifications (e.g., electrical, HVAC). Dispatchers currently use the schedule board but struggle to find technicians with the right skills and availability. Northwind wants to implement automated scheduling that respects skill requirements, travel time, and working hours. They also need to allow emergency work orders to be prioritized. Additionally, they want to use AI to predict the duration of work orders based on historical data. What should Northwind implement?

Accepted Answer

Configure Resource Scheduling Optimization (RSO) with optimization goals for skill matching, travel time, and priority; enable AI-based work order duration predictions in Schedule Assistant.. Resource Scheduling Optimization (RSO) with optimization goals for skill matching, travel time, and priority, combined with AI-based work order duration predictions from the Schedule Assistant, meets all requirements. RSO automatically schedules work orders based on skills, availability, and working hours, while the AI prediction uses historical data to estimate duration. Option A is incorrect because Work Order Types and Power Automate flows do not provide optimization for travel time and priority. Option B is incorrect because Project Service Automation (PSA) is designed for project-based scheduling, not field service. Option C is incorrect because manual filtering on the schedule board does not automate scheduling or use AI predictions.

Answer

Create Work Order Types to categorize emergency vs. standard; use a Power Automate flow to assign work orders based on skills.

Answer

Implement Project Service Automation (PSA) to manage scheduling; use the Resource Scheduling Optimization add-in.

Answer

Use the schedule board with manual filtering; create a Power Apps canvas app for dispatchers to assign work orders.

Question 12

A new sales representative needs to quickly understand the history of interactions with a specific customer before a meeting. They want to see all emails, appointments, phone calls, and notes related to that customer in one place. Which feature in Dynamics 365 Sales should they use?

Accepted Answer

Timeline control. The timeline control shows all related activities and notes for a record. The activity feed is deprecated. Relationship assistant provides suggestions. Sales Copilot is an AI assistant.

Answer

Relationship assistant

Answer

Sales Copilot

Answer

Activity feed

Question 13

Northwind Traders uses Dynamics 365 Customer Service and is experiencing long case resolution times. Management wants to identify bottlenecks in the case resolution process and improve overall efficiency. They want to analyze historical case data to find patterns, such as which queues have the longest resolution times, which agents are most productive, and which knowledge articles are most effective. They also want to share these insights with team leads through visual dashboards. You need to recommend a solution. What should you do?

Accepted Answer

Enable Customer Service Insights and create dashboards for team leads.. Customer Service Insights provides pre-built dashboards and analytics for case resolution, agent productivity, and knowledge article effectiveness. Therefore, Option A is correct. Option B is incorrect because Power Apps is for building custom apps, not analytics. Option C is incorrect because Copilot for Service is for real-time assistance, not historical analytics. Option D is incorrect because Power Automate is for automation, not for creating visual dashboards.

Answer

Create a custom Power Apps canvas app to track case metrics.

Answer

Configure Copilot for Service to generate weekly performance summaries.

Answer

Use Power Automate to send weekly case summaries to managers.

Question 14

Contoso wants to implement a customer service solution that allows customers to initiate a chat session from the company's website. The chat should be able to handle common questions automatically using a bot, and if the bot cannot resolve the issue, the conversation should be seamlessly transferred to a human agent. Additionally, the agent should have access to the full chat history and customer context. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Omnichannel for Customer Service with Copilot Studio chatbot. Omnichannel for Customer Service with Copilot Studio (formerly Power Virtual Agents) enables chatbots on the website that can hand off to human agents with full context. Option A (Customer Service Insights) is incorrect because it is an analytics tool, not a chat solution. Option B (Service Scheduling) is incorrect because it is for scheduling appointments, not chat. Option C (Copilot for Service) is incorrect because it assists agents, not customers directly.

Answer

Customer Service Insights

Answer

Service Scheduling

Answer

Copilot for Service

Question 15

A technician reports that a work order shows incorrect inventory quantities when they try to record parts used. The inventory in the warehouse was recently updated. What is the most likely cause?

Accepted Answer

The work order warehouse is set to a different location than the actual warehouse. When inventory quantities appear incorrect on a work order, the most likely cause is that the work order warehouse is set to a different location than the actual warehouse where the inventory was updated. In Dynamics 365 Field Service, each work order is associated with a specific warehouse (service location), and inventory adjustments or updates are applied to the warehouse record. If the work order references a different warehouse, the system will show the inventory quantities for that incorrect warehouse, not the recently updated one.

Answer

The product price list is outdated

Answer

The customer's billing address is wrong

Answer

The work order type is incorrect