MB-910 Practice Test 40 — 15 Questions

Question 1

A company uses Dynamics 365 Field Service and wants to ensure that when a work order is created from an IoT alert, the system automatically creates a related case in Dynamics 365 Customer Service. Which approach should they use?

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

Accepted Answer

Set up Connected Field Service with an IoT alert and a workflow. Connected Field Service (CFS) is the built-in integration between Dynamics 365 Field Service and Azure IoT Central or IoT Hub. When an IoT alert is raised, CFS can trigger a workflow (Power Automate or classic workflow) that automatically creates a work order and optionally a related case in Customer Service. This is the only option that provides an automated, event-driven mechanism to create a case from an IoT alert.

Answer

Configure Resource Scheduling Optimization to create a case

Answer

Use Field Service Mobile app to manually create a case

Answer

Enable Dynamics 365 Customer Voice

Question 2

A technician completes a work order but forgets to record the time spent on the job. The manager needs to capture the actual labor cost. What is the most efficient way to record the time after the fact?

Accepted Answer

Create a time entry for the technician and link it to the work order.. In Dynamics 365 Field Service, time entries are the mechanism for recording actual labor time against a work order. Creating a time entry for the technician and linking it to the work order captures the actual labor cost efficiently after the fact. This is the standard way to record time when it was not captured during the job.

Answer

Delete the work order and recreate it with correct time.

Answer

Edit the work order and change the actual time field.

Answer

Use the schedule board to adjust the scheduled duration.

Question 3

A company needs to enforce that premium customers get a response within 2 hours and standard customers within 8 hours. How should this be configured in Dynamics 365 Customer Service?

Accepted Answer

Create SLA KPIs with conditions based on customer tier. Service Level Agreements (SLAs) in Dynamics 365 Customer Service allow you to define KPIs with specific conditions, such as customer tier, that enforce different response times. Option A is correct. Option B is incorrect because queues route work but do not enforce time limits. Option C is incorrect because entitlements define support terms (like number of cases) but not time-based enforcement. Option D is incorrect because the Customer Service schedule sets business hours but does not enforce response time targets.

Answer

Set up queues and assign agents accordingly

Answer

Configure entitlements with different service levels

Answer

Use the Customer Service schedule to define business hours

Question 4

Your organization uses Dynamics 365 Customer Service and wants to automatically create tasks for agents when a case is escalated. Which automation tool should be used?

Accepted Answer

Power Automate. Power Automate is the automation engine in the Power Platform that can trigger on Dynamics 365 Customer Service events such as case escalation and create tasks, send notifications, or update records. It is the correct tool for building event-driven task creation workflows tied to case lifecycle changes.

Answer

Unified Routing

Answer

SLA KPIs

Answer

Customer Service Insights

Question 5

A customer service manager wants to use AI to suggest knowledge articles to agents during case resolution. Which feature should they enable?

Accepted Answer

Copilot in Dynamics 365 Customer Service. Copilot in Service provides AI-suggested knowledge articles. Case Routing is for assignment, SLA for service levels, and Omnichannel for multi-channel engagement.

Answer

Omnichannel for Customer Service

Answer

Service Level Agreements (SLAs)

Answer

Intelligent Case Routing

Question 6

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 7

A customer data platform administrator needs to ensure that Customer Insights complies with GDPR data deletion requests. What should they configure?

Accepted Answer

Data privacy. The Data privacy page in Dynamics 365 Customer Insights is the dedicated area for managing GDPR compliance, including data deletion requests. Administrators can configure data deletion policies, run deletion jobs, and track the status of deletion requests to ensure customer data is removed in accordance with GDPR's right to erasure.

Answer

Segmentation

Answer

Data unification

Answer

Enrichment

Question 8

A sales rep wants to quickly create a follow-up task from an email they received. What is the most efficient method?

Accepted Answer

From the email, use the command bar to create a task. From the email, using the command bar to create a task is the most efficient method because it allows the sales rep to quickly generate a follow-up task directly from the email context without navigating away. Dynamics 365 Sales integrates this functionality, automatically linking the task to the email and related records, saving time and ensuring traceability.

Answer

Drag the email to the timeline and add a task

Answer

Go to the Tasks area and create a new task manually

Answer

Ask Sales Copilot to create the task

Question 9

A company uses Dynamics 365 Field Service and wants to reduce on-site truck rolls by using remote assistance. Which feature should they implement?

Accepted Answer

Dynamics 365 Remote Assist. Dynamics 365 Remote Assist enables a remote expert to see what the on-site technician sees via mixed-reality video and annotate the technician's view, allowing many issues to be resolved without sending a truck. This directly reduces on-site truck rolls by providing remote guidance.

Answer

Schedule Board with Resource Scheduling Optimization

Answer

Field Service mobile app with offline capabilities

Answer

Customer Service Insights

Question 10

A company wants to use Dynamics 365 Sales to track the entire sales process from lead to opportunity to closed deal. Which entity should be created first when a potential customer shows interest?

Accepted Answer

Lead. In the Dynamics 365 Sales lead-to-cash process, a Lead is the first entity created when a potential customer shows interest but has not yet been qualified. Leads capture initial contact information and interest signals; once qualified, they are converted into an Opportunity (along with Account and Contact records). Creating an Opportunity first would skip the qualification stage and break the standard sales process flow.

Answer

Opportunity

Answer

Order

Answer

Quote

Question 11

A marketing team wants to use Dynamics 365 Customer Insights to predict which customers are likely to churn. They have historical data on customer interactions and purchases. What should they create first?

Accepted Answer

A customer data unification process. Before any predictive analysis can be performed, the customer data must be unified into a single, coherent profile. In Dynamics 365 Customer Insights, the customer data unification process (data ingestion, mapping, matching, and merging) creates a unified customer entity. Without this unified view, predictive models cannot accurately identify churn patterns because they would be operating on fragmented or duplicated data.

Answer

A segment

Answer

A predictive model

Answer

An enrichment

Question 12

A company uses Dynamics 365 Field Service. Dispatchers need to optimize technician schedules based on location and skills. Which feature should they use?

Accepted Answer

Schedule Board. The Schedule Board in Dynamics 365 Field Service is the dispatcher's primary tool for viewing and assigning work orders to technicians. It displays resources, their availability, skills, and geographic location on a map, and supports optimization features that suggest the best technician for each job based on travel time, skills, and priority. Dispatchers use it to drag and drop work orders, run the schedule assistant, and optimize routes.

Answer

Connected Field Service

Answer

Remote Assist

Answer

Customer Assets

Question 13

A company has customer data in Salesforce, a SQL database, and Excel files. They need to bring all this data into Dynamics 365 Customer Insights. What should they use?

Accepted Answer

Customer Insights data ingestion connectors. Customer Insights data ingestion connectors are purpose-built to import data from external sources like Salesforce, SQL databases, and Excel files directly into Dynamics 365 Customer Insights. These connectors support a wide range of data sources and handle the extraction, transformation, and loading (ETL) process, enabling unified customer profiles without requiring custom development.

Answer

Dual-write

Answer

Common Data Model

Answer

Dataflows in Power Platform

Question 14

A customer service agent is handling a chat session and needs to consult with a subject matter expert without the customer seeing the conversation. Which feature should be used?

Accepted Answer

Consultant. The Consultant feature in Dynamics 365 Customer Service allows an agent to start a private conversation with a subject matter expert within the same session, without the customer seeing the exchange. It is designed exactly for real-time internal consultation during a live chat.

Answer

Transfer

Answer

Copilot for Service

Answer

Monitor

Question 15

A sales team wants to ensure that opportunities are consistently moved through stages based on predefined steps and requirements. Which feature should they use?

Accepted Answer

Business process flows. Business process flows in Dynamics 365 Sales provide a guided experience that ensures opportunities move through predefined stages with required steps, data entry, and conditions. This feature enforces consistency by mapping each stage to specific fields and actions, preventing sales reps from skipping critical steps.

Answer

Sales Insights sequences

Answer

Pipeline view

Answer

Workflows