MB-910 Practice Test 41 — 15 Questions

Question 1

You are reviewing the exhibit of a Customer Insights - Data entity definition. The company wants to create a segment of customers whose TotalPurchaseAmount is greater than 1000. Which attribute should be used in the segment condition?

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

Accepted Answer

TotalPurchaseAmount. The segment condition requires an attribute that stores the total purchase amount for each customer. In Dynamics 365 Customer Insights - Data, the TotalPurchaseAmount attribute is a numeric measure that can be directly compared using a greater-than operator. Using any other attribute, such as CustomerId, FirstName, or Email, would not evaluate the purchase amount condition.

Answer

CustomerId

Answer

FirstName

Answer

Email

Question 2

A company using Dynamics 365 Customer Insights notices that the unified customer profiles show duplicate records for some customers. They have already configured matching rules. What should they do to resolve the duplicate records that are not being merged?

Accepted Answer

Review and refine the matching rules, and use the merge conflicts resolution feature. When duplicate records remain after configuring matching rules, the correct approach is to review and refine those rules to improve matching accuracy, and use the merge conflicts resolution feature to handle cases where records are not merged automatically. This allows for manual intervention or adjustments to the matching criteria. The other options are excessive or ineffective: disabling unification loses progress, manually deleting in source systems doesn't address the root cause and may cause data loss, and re-ingesting all data is unnecessary and time-consuming.

Answer

Disable data unification and start over

Answer

Delete duplicate records manually in the source systems

Answer

Re-ingest all data from source systems

Question 3

A Dynamics 365 Marketing user reports that a customer segment based on 'Contact City equals Seattle' returns 0 members, even though there are contacts with City='Seattle'. What is the most likely cause?

Accepted Answer

The segment has not been evaluated after the contacts were created.. In Dynamics 365 Marketing, segments are not evaluated in real time; they are processed on a schedule (or manually triggered). If contacts were created after the last segment evaluation, the segment will still show 0 members until the next evaluation cycle runs. The condition 'City equals Seattle' is valid and would match contacts if they existed at evaluation time.

Answer

The segment condition uses 'Contains' instead of 'Equals'.

Answer

The contacts are stored in a different Dynamics 365 instance.

Answer

The city field is a lookup to another entity and cannot be used in segments.

Question 4

A customer service manager wants to automatically route high-priority cases to a specialized team. Which Dynamics 365 feature should they configure?

Accepted Answer

Routing rules. Routing rules in Dynamics 365 Customer Service automatically move cases to specific queues based on conditions such as priority, so high-priority cases can be directed to a specialized team without manual intervention. They are the native mechanism for conditional, rule-based case distribution. Configuring a rule that matches high-priority cases and routes them to the specialized queue is exactly what the manager needs.

Answer

Service Level Agreements (SLAs)

Answer

Queues

Answer

Entitlements

Question 5

Adventure Works uses Dynamics 365 Customer Service and wants to improve first-call resolution rates. They have a knowledge base but agents often forget to search for articles during calls. Management wants to implement a system that automatically suggests relevant knowledge articles to agents based on the case details and customer conversation. Additionally, they want to provide agents with a quick way to create a new case from an email if needed. You need to recommend a solution. What should you do?

Accepted Answer

Enable Copilot for Service to provide article suggestions and case creation from email.. Copilot for Service in Dynamics 365 Customer Service automatically surfaces relevant knowledge articles based on case context and conversation content, and it enables agents to create cases directly from emails. This directly addresses both the first-call resolution goal (by prompting article use) and the email-to-case requirement.

Answer

Enable Customer Service Insights to identify knowledge gaps.

Answer

Configure Service Scheduling to manage callbacks.

Answer

Use Omnichannel for Customer Service to route emails to agents.

Question 6

Your sales team uses Dynamics 365 Sales. They want to send a personalized email to a contact directly from the contact record. What is the recommended way to do this?

Accepted Answer

Use the 'Send Email' button on the contact record. The 'Send Email' button on the contact record in Dynamics 365 Sales is the recommended way to send a personalized email directly from the contact record because it leverages the built-in email integration to compose and send the email without leaving the CRM context. This method automatically populates the recipient's email address from the contact record and allows you to use a personalized email template or compose a custom message, ensuring the email is tracked in the CRM for activity history and compliance.

Answer

Copy the contact's email and paste into Outlook

Answer

Create a Quick Campaign

Answer

Use the Email Template entity

Question 7

Refer to the exhibit. A Customer Insights data engineer is configuring data unification for a POS system. What is the purpose of the 'matchConditions' in this JSON?

Accepted Answer

To identify records that refer to the same customer. 'matchConditions' in Customer Insights data unification JSON defines the rules (e.g., fuzzy matching on email, phone, or name) used to identify duplicate or related records across different data sources (like POS systems) that refer to the same customer. This is the core deduplication step in the data unification process, enabling a single customer view.

Answer

To filter out incomplete transactions

Answer

To set the refresh schedule for the data source

Answer

To define the schema of the target entity

Question 8

A sales manager wants to create a report that shows the total revenue of all won opportunities in the current quarter. Which out-of-the-box report type can be used?

Accepted Answer

Opportunity Overview. The Opportunity Overview report is the correct out-of-the-box report type because it is specifically designed to display revenue data for won opportunities, including filtering by time periods such as the current quarter. It provides a summary of opportunity details, including total revenue, and is preconfigured in Dynamics 365 Sales to meet this exact requirement without customization.

Answer

Sales Pipeline

Answer

Lead Source Effectiveness

Answer

Activity Report

Question 9

A company uses Dynamics 365 Customer Insights and wants to ensure that customer consent preferences from their email marketing system are reflected in customer profiles. The consent data includes a field 'ConsentGiven' (boolean). Which step is essential during data unification?

Accepted Answer

Map the 'ConsentGiven' field to the unified customer entity. Mapping the 'ConsentGiven' field to the unified customer entity is essential because data unification in Dynamics 365 Customer Insights involves defining how source fields are projected into the target unified schema. Without this mapping, the consent preference from the email marketing system would not be included in the final unified customer profile, even if the data source is added and deduplication is configured.

Answer

Add the email marketing system as a data source

Answer

Configure deduplication rules

Answer

Create a segment based on consent

Question 10

Which THREE are key features of Dynamics 365 Customer Insights?

Accepted Answer

Dynamic segmentation. Dynamic segmentation (A) is a core Customer Insights capability that lets you build customer segments using the segment builder with rules based on unified profiles, measures, and AI predictions, and it refreshes automatically as data changes. Data unification and deduplication (B) is central to Customer Insights, which ingests data from multiple sources, performs identity resolution via match and merge rules to create a single unified customer profile, and removes duplicates. AI-driven predictions (C) such as churn risk, product recommendations, and customer lifetime value are built-in Customer Insights features that train models on unified data and expose scores for use in segments and downstream processes. Marketing email automation (D) belongs to Dynamics 365 Customer Insights - Journeys (or Marketing), not the core Customer Insights data platform, and data ingestion from on-premises databases (E) is only one possible input method via connectors rather than a defining key feature of the product.

Answer

Marketing email automation

Answer

Data ingestion from on-premises databases

Question 11

The exhibit shows a forecast configuration. A sales manager reports that the forecast does not show any data for a sales rep who has closed deals this month. What is the most likely reason?

Accepted Answer

The sales rep is not part of the forecast hierarchy. The most likely reason the forecast shows no data for a sales rep who has closed deals is that the sales rep is not included in the forecast hierarchy. In Dynamics 365 Sales, forecasts are generated based on the hierarchy defined in the forecast configuration; if a user is not mapped to a node in that hierarchy, their opportunities and closed deals will not appear in the forecast grid, regardless of their sales activity.

Answer

The forecast configuration includes only won and open opportunities

Answer

The forecast granularity is monthly, but the rep closed deals weekly

Answer

The forecast excludes lost opportunities

Question 12

A field service organization wants to use IoT alerts from connected equipment to automatically create work orders in Dynamics 365 Field Service. Which feature enables this integration?

Accepted Answer

Connected Field Service. Connected Field Service is the Dynamics 365 Field Service capability that ingests IoT telemetry (via Azure IoT Hub/IoT Central) and automatically creates or updates work orders when device thresholds are breached. It bridges IoT alerts to Field Service entities like Work Orders, Cases, and IoT Alerts, enabling proactive and predictive maintenance. This is the specific feature designed for the scenario described.

Answer

Dynamics 365 Customer Service

Answer

Azure IoT Central

Answer

Power BI

Question 13

A retail company wants to unify customer data from their e-commerce platform, loyalty program, and in-store POS system to create a single customer profile. Which Dynamics 365 Customer Insights capability should they use?

Accepted Answer

Data unification. Data unification is the correct capability because it is specifically designed to reconcile and merge customer records from disparate data sources—such as e-commerce platforms, loyalty programs, and POS systems—into a single, unified customer profile. This process uses matching rules, deduplication, and conflict resolution to create a 360-degree view of each customer, which is the core requirement described in the question.

Answer

Power BI integration

Answer

Marketing segmentation

Answer

Customer Voice

Question 14

You configure a sequence in Dynamics 365 Sales with a task step that has a 3-day time limit and an escalation action to email the manager. If the task is not completed within 3 days, what occurs?

Accepted Answer

The sequence sends an escalation email to the manager.. When a task step in a sequence is configured with an escalation action, the sequence automatically performs that action if the task is not completed within the specified time limit. In this case, the escalation action is to send an email to the manager, ensuring that stalled tasks are addressed.

Answer

The sequence waits indefinitely for the task to be completed.

Answer

The sequence ends after the task is created.

Answer

The sequence repeats the wait step.

Question 15

A field service manager wants to see real-time location of all technicians on a map to optimize dispatch. Which Dynamics 365 Field Service feature should be used?

Accepted Answer

Schedule board.. The Schedule Board in Dynamics 365 Field Service provides a real-time map view that displays the current location of technicians based on their mobile device GPS data. This allows dispatchers to visually assess technician proximity to work orders and optimize dispatch decisions. It is the central tool for resource scheduling and includes map integration for location tracking.

Answer

Connected Field Service IoT alerts.

Answer

Work order templates.

Answer

Field Service mobile app.