MB-910 Practice Test 45 — 15 Questions

Question 1

Which TWO components can be used to define the work that needs to be performed on a work order in Dynamics 365 Field Service? (Choose two.)

Accepted Answer

Incident type. Incident types and service tasks are used to standardize the work details on a work order. Product and service are for inventory and billing, not work definition. Resource requirements define resource needs, not the work itself. Options C and D are correct.

Answer

Service

Answer

Product

Answer

Resource requirement

Question 2

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

Accepted Answer

Ingest data sources into Customer Insights. Before any unification, segmentation, or analysis can occur, the raw customer data from the e-commerce platform, POS system, and loyalty program must first be brought into Dynamics 365 Customer Insights. Option C, 'Ingest data sources into Customer Insights,' is the foundational step because the system requires the data to be present before it can perform identity resolution, create unified profiles, or apply any downstream processes like enrichment or measure calculation.

Answer

Configure the enrichment service

Answer

Create a customer segment

Answer

Define measures for key performance indicators

Question 3

A company uses Dynamics 365 Field Service with IoT-enabled devices that send alerts when maintenance is required. The company wants to automatically create work orders based on these alerts. Which feature should they enable?

Accepted Answer

Connected Field Service. Connected Field Service integrates IoT data from connected devices and can automatically generate work orders based on alerts, enabling proactive maintenance. Option A is incorrect because Resource Scheduling Optimization is used to optimize schedules for existing work orders, not to create them from IoT alerts. Option B is incorrect because Dynamics 365 Customer Service manages customer cases and support, not IoT-triggered work order creation. Option D is incorrect because Universal Resource Scheduling is a framework for scheduling resources across apps, but it does not handle IoT alert integration or automatic work order generation.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Customer Service

Answer

Universal Resource Scheduling

Question 4

A data scientist reviews the custom prediction configuration shown. The prediction output includes a score between 0 and 1. What does a score of 0.9 indicate?

Accepted Answer

High likelihood of purchase within 30 days. In Dynamics 365 Customer Insights, the custom prediction model for purchase likelihood outputs a score between 0 and 1, where a higher score indicates a greater probability of the predicted event occurring. A score of 0.9 means the model predicts a 90% probability that the customer will make a purchase within the next 30 days, representing a high likelihood of purchase.

Answer

Low likelihood of purchase within 30 days

Answer

Model confidence in the prediction

Answer

Churn risk score

Question 5

A company uses Dynamics 365 Sales and wants to automatically calculate the probability of closing a deal based on the sales stage. What feature should they configure?

Accepted Answer

Define probability values for each sales stage in the business process flow.. In Dynamics 365 Sales, the probability of closing a deal is automatically calculated based on the sales stage when you define probability values for each stage in the business process flow. This is a native, out-of-the-box feature that links the stage progression directly to a percentage value, ensuring the probability field updates automatically as the opportunity moves through the pipeline. No custom workflows or additional configurations are required for this core functionality.

Answer

Create a custom field for probability and use a workflow to update it.

Answer

Use the predictive scoring model to calculate probability.

Answer

Enable the 'Auto-update Probability' setting in the opportunity entity.

Question 6

A customer calls to report an issue, but the agent finds that the customer's support entitlement has expired. What should the agent do?

Accepted Answer

Inform the customer and suggest purchasing a new support plan. The agent should inform the customer that the support entitlement has expired and suggest purchasing a new support plan. Option A is incorrect because providing service without a valid entitlement violates support policy. Option B is incorrect because deleting the expired entitlement does not resolve the issue and does not provide a new valid entitlement. Option D is incorrect because Copilot cannot override entitlement restrictions.

Answer

Create a case and provide support anyway

Answer

Delete the expired entitlement and create a new one

Answer

Ask Copilot to override the entitlement

Question 7

Contoso Ltd. uses Dynamics 365 Field Service to manage on-site repairs. A dispatcher needs to assign a technician to a high-priority work order. The technician's schedule is full, but the work order must be completed within 2 hours. Which feature should the dispatcher use to find the best available technician?

Accepted Answer

Use the Schedule Board to manually assign a technician who can complete the work within the time window based on proximity and skills.. The Schedule Board in Dynamics 365 Field Service allows dispatchers to view resource availability, skills, and location to manually assign work orders. Option A is incorrect because asking a technician to update their availability in the mobile app is not an efficient way to find the best available technician within a tight time window; it relies on the technician's manual response. Option C (Connected Field Service) is used for IoT integration and predictive maintenance, not for scheduling. Option D (Resource Scheduling Optimization) automates scheduling but may not be ideal for a high-priority manual assignment requiring immediate dispatcher judgment; the dispatcher needs to manually assign the best technician now, not wait for an optimization run.

Answer

Ask the technician to update their availability in the Field Service Mobile app.

Answer

Enable Connected Field Service to trigger a dispatch alert.

Answer

Configure Resource Scheduling Optimization to automatically assign the work order.

Question 8

A support manager wants to automatically prioritize cases based on customer tier and sentiment. Which feature should they configure?

Accepted Answer

Unified Routing. Unified Routing enables automatic prioritization of cases based on attributes such as customer tier and sentiment through configurable routing rules. Option B is incorrect because Copilot for Service provides AI-powered assistance to agents, not case routing. Option C is incorrect because Service Level Agreements (SLAs) define response and resolution time targets, not prioritization logic. Option D is incorrect because Omnichannel for Customer Service routes conversations across channels but relies on Unified Routing for prioritization.

Answer

Copilot for Service

Answer

Service Level Agreements (SLAs)

Answer

Omnichannel for Customer Service

Question 9

A global retailer uses Dynamics 365 Customer Insights to manage customer data from multiple regions. They need to ensure that customer profiles comply with GDPR right to erasure requests. Which feature should they use?

Accepted Answer

Data privacy and consent management. Data privacy and consent management in Dynamics 365 Customer Insights provides built-in capabilities to handle GDPR right to erasure requests. It allows administrators to configure data retention policies, manage consent, and execute deletion of customer profiles across all connected data sources, ensuring compliance with regulatory requirements.

Answer

Enrichment with third-party data

Answer

Create a measure for customer lifetime value

Answer

Segmentation with dynamic membership

Question 10

Which TWO components are part of Dynamics 365 Field Service? (Choose 2)

Accepted Answer

Resource Scheduling Optimization. Options A (Resource Scheduling Optimization) and E (Connected Field Service) are both core components of Dynamics 365 Field Service. Option B (Finance and Operations) is a separate ERP application. Option C (Customer Service Hub) is part of Dynamics 365 Customer Service, not Field Service. Option D (Marketing Insights) belongs to Dynamics 365 Marketing.

Answer

Finance and Operations

Answer

Customer Service Hub

Answer

Marketing Insights

Question 11

Which THREE are standard entities in Dynamics 365 Sales?

Accepted Answer

Opportunity. Opportunity is a standard entity in Dynamics 365 Sales used to track potential sales deals from qualification through to closure. It captures key details such as estimated revenue, close date, and sales stage, enabling pipeline management and forecasting.

Answer

Invoice

Answer

Case

Question 12

Refer to the exhibit. A predictive lead scoring model named 'High Value Leads' is configured with a threshold of 50. Which lead(s) will be automatically qualified?

Accepted Answer

Lead A only. Lead A has a predictive score of 65, which exceeds the configured threshold of 50, so it is automatically qualified. Lead B has a score of 45, which is below the threshold, so it is not automatically qualified. The threshold acts as a minimum score required for automatic lead qualification in Dynamics 365 Sales.

Answer

Lead B only

Answer

Neither Lead A nor Lead B

Answer

Both Lead A and Lead B

Question 13

Which TWO of the following are capabilities of Dynamics 365 Customer Insights - Data?

Accepted Answer

Create a single, unified customer profile. Dynamics 365 Customer Insights - Data is specifically designed to create a single, unified customer profile by stitching together data from various sources. This unified profile provides a 360-degree view of each customer, enabling personalized engagement and analytics.

Answer

Create and manage marketing journeys

Answer

Schedule field service appointments

Answer

Create and manage sales quotes

Question 14

A marketing team uses Dynamics 365 Customer Insights to create segments for targeted campaigns. They have a segment of 'High Value Customers' defined as those with a lifetime value in the top 20%. After a recent campaign, they want to evaluate the return on investment (ROI) for this segment. Which feature should they use to measure the campaign's impact on these customers?

Accepted Answer

Use the built-in measures and analytics to compare segment performance before and after the campaign. Dynamics 365 Customer Insights provides built-in measures and analytics that allow you to compare key performance indicators (KPIs) for a segment before and after a campaign. This directly enables ROI calculation by measuring changes in metrics like revenue or engagement specifically for the 'High Value Customers' segment, without needing external data ingestion or predictive models.

Answer

Ingest campaign interaction data from external sources

Answer

Enrich profiles with demographic data

Answer

Build a churn prediction model

Question 15

A global company uses Dynamics 365 Sales with multiple currencies. They have sales teams in the US, Europe, and Asia. When an opportunity is created, the amount is entered in the local currency, but the company wants to see the estimated revenue in a base currency (USD) for reporting. The exchange rates fluctuate daily. The administrator needs to ensure that the system automatically converts amounts to USD using up-to-date exchange rates. What should the administrator configure?

Accepted Answer

Set up currency management and enable automatic exchange rate updates from a provider.. Currency management with automatic exchange rate updates ensures conversion. Manual rates would be outdated. Transaction currency is for recording, not reporting base. Data integration is not needed.

Answer

Implement a custom data integration to pull exchange rates daily.

Answer

Use the Transaction Currency field to report in base currency.

Answer

Manually update exchange rates weekly in the system.