MB-910 Practice Test 45 — 15 Questions

Question 1

A company has a high volume of repetitive support requests that can be resolved with a simple password reset or account unlock. They want to reduce agent workload while maintaining customer satisfaction. What is the best approach?

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

Accepted Answer

Deploy a Power Virtual Agents chatbot. A Power Virtual Agents chatbot can handle common issues like password resets, freeing agents. Creating a knowledge base alone doesn't automate resolution. Copilot can assist agents but doesn't handle customers directly. Adding more agents increases cost.

Answer

Create a knowledge base article for password reset

Answer

Enable Copilot for agents to assist with answers

Answer

Hire more agents to handle the volume

Question 2

A company wants to use Dynamics 365 Customer Insights to send personalized marketing emails based on customer behavior. Which integration is most appropriate?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing is the correct integration because it is purpose-built to orchestrate customer journeys and send personalized marketing emails based on behavioral data from Customer Insights. Customer Insights provides unified customer profiles and AI-driven insights, which Dynamics 365 Marketing consumes via real-time segmentation and triggers to deliver tailored communications.

Answer

Power Automate

Answer

Power Apps

Answer

Power BI

Question 3

Which THREE actions can be performed using Dynamics 365 Customer Insights? (Choose three.)

Accepted Answer

Predict customer churn. Options A, B, and C are correct. Customer Insights can unify customer data from multiple sources, create dynamic segments based on customer behavior, and predict customer churn. Option D is incorrect because managing IT device compliance is not a feature of Customer Insights; that would be related to endpoint management. Option E is incorrect because designing email marketing campaigns is done in Dynamics 365 Marketing, not Customer Insights.

Answer

Manage IT device compliance

Answer

Design email marketing campaigns

Question 4

A company uses Dynamics 365 Customer Insights - Data to unify customer records. They want to enrich their customer profiles with data from external sources. Which THREE enrichment sources are available in Customer Insights - Data? (Choose three.)

Accepted Answer

Experian. Experian is a third-party data provider integrated with Dynamics 365 Customer Insights - Data, allowing organizations to enrich customer profiles with demographic, financial, and lifestyle data. This enrichment source is available out-of-the-box to append external attributes to unified customer records, improving segmentation and personalization.

Answer

Sales Insights

Answer

Power Query

Question 5

A sales manager wants to analyze the sales pipeline and identify deals that are at risk of not closing on time. Which dashboard type should they use?

Accepted Answer

Sales Pipeline dashboard.. The Sales Pipeline dashboard is specifically designed to visualize the sales pipeline, including deal stages, expected close dates, and revenue amounts. It provides at-a-glance insights into which deals are progressing as expected and which are stalled or at risk of slipping, enabling the sales manager to take proactive action.

Answer

Sales Manager Goal dashboard.

Answer

Sales Activity dashboard.

Answer

Lead Generation dashboard.

Question 6

You are configuring a match rule for data unification. What does this rule specify?

Accepted Answer

Records with the exact same email address are considered a match. In Dynamics 365 Customer Insights, a match rule defines the conditions under which two or more records are considered to represent the same entity (e.g., a customer). Specifying that records with the exact same email address are considered a match is a common and valid rule, as email addresses are typically unique identifiers. The rule uses exact matching logic, not fuzzy or similarity-based matching, to determine duplicates during data unification.

Answer

Records with the same CustomerId are considered a match

Answer

Records with the same name are considered a match

Answer

Records with similar email addresses are considered a match

Question 7

Refer to the exhibit. A Dynamics 365 administrator is configuring Sales Insights. The configuration includes 'suggestedContacts' and 'autoCapture'. What is the primary benefit of enabling 'autoCapture'?

Accepted Answer

Automatically captures emails and meetings from Exchange and links them to CRM records. AutoCapture in Sales Insights automatically logs emails and meetings from Exchange to the CRM. Option A (Contact suggestions) is from suggestedContacts. Option C (Lead scoring) is separate. Option D (Relationship analytics) is another feature.

Answer

Automatically suggests contacts to add to opportunities

Answer

Automatically generates relationship analytics for sales reps

Answer

Automatically scores leads based on conversion probability

Question 8

Your Dynamics 365 Customer Service environment uses a routing rule set that directs cases based on product category. However, some high-priority customers are not being assigned to the premium support team. What should you configure to ensure high-priority customers are routed to premium support?

Accepted Answer

Create a routing rule that identifies high-priority customers and routes to premium support queue. In Dynamics 365 Customer Service, routing rule sets can include conditions based on customer attributes such as priority level. By creating a routing rule that identifies high-priority customers (e.g., based on account tier or customer category), you can override the default product category routing and direct these cases to the premium support queue. This ensures automated assignment without manual intervention. Option B (SLA) is incorrect because SLAs define service level agreements and response times, not routing logic. Option C (adding a new queue and manually assigning cases) is incorrect because it does not automate the routing based on priority; manual assignment defeats the purpose of automation. Option D (Omnichannel presence) is incorrect because presence determines agent availability for real-time channels, not case routing based on customer priority.

Answer

Configure an SLA to escalate high-priority cases

Answer

Add a new queue for premium support and assign cases manually

Answer

Use Omnichannel presence to route based on agent availability

Question 9

A marketing manager wants to use AI to generate personalized content for email campaigns based on customer preferences. Which feature in Customer Insights should they use?

Accepted Answer

Copilot. Copilot in Dynamics 365 Customer Insights uses generative AI to create personalized content, such as email copy, based on customer preferences and data. It directly addresses the marketing manager's need to generate tailored content without manual effort, leveraging natural language prompts and customer insights.

Answer

Predictions

Answer

Segmentation

Answer

Measures

Question 10

You are a Dynamics 365 Sales administrator for Contoso Ltd., a mid-sized company with 200 sales reps. The sales team uses Dynamics 365 Sales Sales Hub app. Currently, sales reps manually create leads from incoming emails and spend a lot of time searching for relevant content to send to prospects. The sales manager wants to reduce manual effort and improve response times. The company has a Microsoft 365 E5 subscription that includes Dynamics 365 Sales Enterprise and Sales Insights add-on licenses. Requirements: 1) Automatically create leads from emails sent to a shared mailbox. 2) Suggest relevant documents to sales reps based on the prospect's industry and previous interactions. 3) Provide a dashboard showing real-time pipeline and forecast. 4) Ensure that the solution uses existing licenses without additional cost. Which combination of actions should you take?

Accepted Answer

Enable auto capture to automatically suggest leads from emails. Enable content suggestions in Sales Insights. Use the out-of-the-box pipeline view and forecast charts in Sales Hub.. Auto capture is included with Sales Insights and can automatically suggest leads from emails. Content suggestions also use Sales Insights. Pipeline view is built into Sales Hub. Server-side sync is for email synchronization, not lead creation. Custom workflow would require development. Power BI requires additional licenses. Yammer is not for documents.

Answer

Create a Microsoft Power Automate flow to create leads from emails and store documents in SharePoint. Use Power BI to create a pipeline dashboard.

Answer

Configure server-side sync for the shared mailbox and create a custom workflow to create leads from emails. Also, enable content suggestions and use Power BI for pipeline dashboard.

Answer

Enable auto capture and use Yammer to share documents. Use the default opportunity view for pipeline.

Question 11

Your sales process requires that all opportunities over $100,000 must be reviewed by a manager before closing. How should you enforce this?

Accepted Answer

Configure a Business Process Flow with an approval stage. Business Process Flows (BPFs) in Dynamics 365 Sales can include approval stages that enforce mandatory review before an opportunity can be closed. By configuring a BPF with an approval step, the system can require a manager to approve the opportunity when its value exceeds $100,000, preventing closure until the approval is granted. This provides a structured, enforceable process that integrates directly with the opportunity lifecycle.

Answer

Use a Queue to hold high-value opportunities

Answer

Use Sales Insights to flag opportunities

Answer

Create a workflow that sends an email to the manager

Question 12

Your company wants to provide self-service options for customers to find answers and submit cases without contacting an agent. Which feature should you implement?

Accepted Answer

Customer Service Portal. Customer Service Portal provides a self-service portal where customers can find knowledge articles and submit cases without interacting with an agent. Option A is wrong because Unified Routing is for routing incoming cases or conversations to the appropriate agent, not for self-service. Option C is wrong because Knowledge Management alone provides the knowledge base but lacks the portal interface for customers to access it directly. Option D is wrong because Omnichannel for Customer Service is for managing multiple communication channels for live interactions, not for self-service.

Answer

Unified Routing

Answer

Knowledge Management

Answer

Omnichannel for Customer Service

Question 13

A company uses Dynamics 365 Customer Insights to drive personalized marketing campaigns. They want to use AI to predict which customers are likely to purchase a new product line. Which capability should they use?

Accepted Answer

Use the built-in prediction models for purchase intention. Dynamics 365 Customer Insights includes prebuilt AI prediction models that can analyze historical customer data and behavioral patterns to forecast purchase intention. This capability directly addresses the requirement to predict which customers are likely to purchase a new product line without needing custom machine learning development.

Answer

Enrich profiles with demographic data from third-party sources

Answer

Ingest data from the new product's website analytics

Answer

Create a segment based on past purchases

Question 14

A company wants to provide customer service agents with a 360-degree view of customers, including purchase history and support interactions. Which Dynamics 365 application can consume Customer Insights unified profiles?

Accepted Answer

Dynamics 365 Customer Service. Dynamics 365 Customer Service can consume Customer Insights unified profiles to provide agents with a 360-degree view of customers, including purchase history and support interactions. This integration enriches the service experience by surfacing unified customer data directly within the agent interface, enabling personalized and context-aware support.

Answer

Dynamics 365 Human Resources

Answer

Dynamics 365 Finance

Answer

Dynamics 365 Project Operations

Question 15

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) is a Dynamics 365 Field Service add-in that uses an optimization engine to automatically assign work orders to the best technicians based on skills, travel time, priority, and other constraints. It goes beyond manual scheduling by running automated optimization jobs that produce optimal schedules. This directly addresses the company's need to factor in multiple variables simultaneously.

Answer

Field Service mobile app

Answer

Schedule Board

Answer

Connected Field Service