MB-910 Practice Test 46 — 15 Questions

Question 1

A sales manager wants to track the progress of deals through the sales pipeline. Which TWO actions can be performed using the opportunity entity in Dynamics 365 Sales?

Accepted Answer

Define the stages of the sales process and track which stage each deal is in. Option A is correct because the Opportunity entity in Dynamics 365 Sales supports Business Process Flows, which let you define the stages of the sales process (e.g., Qualify, Develop, Propose, Close) and track which stage each deal currently occupies. Option D is correct because the Opportunity entity includes fields such as Estimated Close Date and Estimated Revenue, allowing a sales manager to record the projected close date and monetary value of a potential sale. Options B, C, and E are not correct: bulk email campaigns are handled through Marketing lists and campaigns (or Customer Insights - Journeys), not directly from the opportunity entity; quotes are created from opportunities but require manual data entry or generation from the opportunity's products rather than being fully automatic; and invoices are generated from orders or quotes after a deal is won, not automatically from the opportunity itself.

Answer

Send bulk email campaigns to all contacts associated with an opportunity

Answer

Create quotes directly from an opportunity without any manual data entry

Answer

Automatically generate invoices for closed won opportunities

Question 2

A field technician reports that when they attempt to start a Dynamics 365 Field Service mobile app session, they receive an error that their device is not enrolled. Which component is most likely misconfigured?

Accepted Answer

Microsoft Intune device enrollment. The error 'device is not enrolled' in the Dynamics 365 Field Service mobile app typically indicates that the device is not enrolled in Microsoft Intune, which is required for mobile app management and conditional access. Misconfigured Intune enrollment is the most likely cause.

Answer

Power Automate flow trigger

Answer

Microsoft Entra ID conditional access policies

Answer

Dynamics 365 Copilot settings

Question 3

A company uses Dynamics 365 Sales and wants to integrate with a third-party email marketing system to automatically create leads when a recipient clicks a link. What is the recommended approach?

Accepted Answer

Use Power Automate to listen for the click event and create a lead. Power Automate is the recommended approach because it can listen for an external HTTP trigger (e.g., a webhook from the email marketing system when a link is clicked) and then create a lead record in Dynamics 365 Sales. This provides a flexible, low-code integration without requiring direct synchronization or custom development, aligning with Microsoft's modern integration strategy.

Answer

Configure Server-Side Synchronization with the marketing system

Answer

Use Marketing Lists and Quick Campaigns

Answer

Create a custom action in Dynamics 365

Question 4

A manager wants to understand the lifetime value of customers and predict future purchases. Which capability of Dynamics 365 Customer Insights should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights use machine learning to analyze historical customer data, calculate lifetime value (CLV), and forecast future purchase behavior. This directly matches the manager's need to understand customer value and predict future actions, making option C the correct choice.

Answer

Segmentation

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Data profiling

Answer

Data sources

Question 5

Which TWO of the following are benefits of using Connected Field Service?

Accepted Answer

Proactive maintenance based on IoT alerts. Option A is correct because Connected Field Service integrates Azure IoT Hub with Dynamics 365 Field Service, so device telemetry can trigger alerts that enable proactive maintenance before a failure occurs. Option B is correct because those IoT device signals can automatically create work orders (and even cases/incidents) in Field Service, removing manual dispatching steps. Option C is not a core benefit of Connected Field Service, since real-time technician location tracking is a general Field Service capability rather than an IoT-driven feature. Option D is not specific to Connected Field Service, as inventory management and replenishment are standard Field Service/Supply Chain functions. Option E is incorrect because Connected Field Service is designed to automate and optimize scheduling from IoT data, not to rely on manual scheduling of technicians.

Answer

Real-time technician location tracking

Answer

Inventory management and replenishment

Answer

Manual scheduling of technicians

Question 6

A customer service representative needs to see a 360-degree view of a customer including their cases, entitlements, and recent interactions. Which entity should be used as the primary record?

Accepted Answer

Contact. The Contact entity in Dynamics 365 Customer Service represents an individual customer and serves as the primary record for a 360-degree view, aggregating cases, entitlements, interactions, and other activities. The Contact form includes subgrids and timeline controls that surface related records.

Answer

Account

Answer

Case

Answer

Queue

Question 7

Your organization uses Dynamics 365 Sales. The sales team spends significant time manually entering data and searching for customer information. You want to leverage Copilot to improve productivity. You need to recommend the best initial configuration to enable Copilot features for the sales team. The solution should require minimal custom development and follow Microsoft best practices. Which action should you take?

Accepted Answer

Enable Copilot in the Dynamics 365 environment settings. Enabling Copilot in the Dynamics 365 environment settings is the correct initial step because it activates the built-in AI assistant that can automatically summarize records, draft emails, and retrieve customer information without custom development. This follows Microsoft best practices by leveraging out-of-the-box capabilities with minimal configuration, directly addressing the sales team's need to reduce manual data entry and search time.

Answer

Build a custom chatbot with Power Virtual Agents

Answer

Create a custom AI model using AI Builder

Answer

Disable Copilot to avoid confusion

Question 8

A field service organization wants to automatically schedule work orders based on technician skills, location, and availability. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it uses AI and constraint-based logic to automatically schedule work orders by evaluating technician skills, location, and availability. Unlike manual scheduling tools, RSO optimizes assignments in real time based on predefined objectives like travel time or priority.

Answer

Schedule Board

Answer

Customer Service Hub

Answer

Connected Field Service

Question 9

A sales manager notices that the forecasted revenue for the quarter is significantly lower than expected. They want to understand which deals are at risk and why. Which tool should they use?

Accepted Answer

Relationship analytics. Relationship analytics (B) is the correct tool because it provides insights into the health of customer relationships, including communication patterns and engagement levels, which directly helps identify deals at risk and the underlying reasons (e.g., lack of contact, stalled activities). This aligns with the sales manager's need to understand why forecasted revenue is low by analyzing deal-specific relationship data.

Answer

Predictive scoring

Answer

Copilot for Sales

Answer

Sales pipeline view

Question 10

A company uses Dynamics 365 Customer Service and wants to automatically route cases from email to the appropriate queue based on the product mentioned in the email subject. Which feature should they use?

Accepted Answer

Automatic record creation and routing rules. Automatic record creation and routing rules in Dynamics 365 Customer Service are designed to convert incoming emails into cases and route them to the correct queue based on conditions like keywords in the subject or body. This feature evaluates email attributes against rule conditions and applies routing to a specified queue, exactly matching the requirement.

Answer

Copilot for Service

Answer

Customer Service workspace

Answer

Service level agreements (SLAs)

Question 11

A Dynamics 365 Customer Service administrator needs to ensure that when a customer replies to an email from a closed case, a new case is automatically created and linked to the original case. What should they configure?

Accepted Answer

Configure a rule for automatic case creation from email. In Dynamics 365 Customer Service, the 'Create Case from Email' rule (configured under Customer Service Hub > Settings > Automatic Case Creation Rules) allows the system to automatically create a new case when an email arrives, and it can be linked to the original case via the 'Regarding' field or parent case relationship. This is the built-in mechanism designed exactly for scenarios where a customer replies to a closed case and a new case should be spawned and associated with the original.

Answer

Create an email template for re-opening

Answer

Define an SLA on closed cases

Answer

Set up a routing rule for replies

Question 12

A field service technician needs to update a work order after completing a repair on-site. Which Dynamics 365 Field Service capability allows the technician to do this from a mobile device?

Accepted Answer

Field Service Mobile App. The Field Service Mobile App is purpose-built for field technicians, providing offline-capable access to work orders, service tasks, and customer assets on iOS, Android, and Windows devices. Technicians can update work order status, capture signatures, attach photos, and consume parts directly from the mobile app even without connectivity, with changes syncing when the device reconnects.

Answer

Microsoft Teams

Answer

Customer Service Hub

Answer

Power Automate

Question 13

The exhibit shows a configuration snippet. A sales rep creates an opportunity with an estimated value of $15,000 but the probability remains at the default (0%). What is the most likely reason?

Accepted Answer

The business rule is not published or is not set to run on create. A business rule that sets the probability based on the estimated value must be published and configured to run on the create event. If it is not published or not set to run on create, the rule will not execute when the opportunity is first created, leaving the probability at its default value (0%).

Answer

The estimatedvalue attribute is required

Answer

The probability attribute is set to not required

Answer

The condition operator is incorrect

Question 14

Which TWO features in Dynamics 365 Customer Service help improve agent productivity by reducing manual data entry?

Accepted Answer

Copilot for Service. Copilot for Service (B) is correct because it uses AI to generate responses, summarize cases, and draft emails or notes directly in the agent workspace, so agents don't have to manually type out repetitive content. Macros (C) are correct because they let agents execute a predefined sequence of actions—such as setting fields, sending responses, and updating the case—with a single click, eliminating repetitive manual data entry. SLA KPIs (A) only track and display service-level agreement compliance and do not reduce data entry. Timeline (D) is a read-only view of a record's activity history and does not automate input. Customer Service Insights (E) provides analytics dashboards and reporting, not agent-level data-entry automation.

Answer

SLA KPIs

Answer

Timeline

Answer

Customer Service Insights

Question 15

You are a customer data analyst at a financial services company. The company uses Dynamics 365 Customer Insights to manage customer data. Recently, the marketing team created a segment called 'High Propensity to Buy' using a predictive model built in Customer Insights. The segment is used in a real-time marketing campaign in Dynamics 365 Marketing. The campaign has been running for a week, but the marketing team reports that the segment size seems to be decreasing each day, and they are concerned that customers are being incorrectly removed. Upon investigation, you find that the predictive model is retrained nightly based on the latest transaction data. What is the most likely cause of the shrinking segment?

Accepted Answer

The predictive model's propensity scores are being recalculated nightly, and some customers no longer meet the threshold due to recent data. The predictive model in Dynamics 365 Customer Insights is retrained nightly using the latest transaction data. This retraining recalculates propensity scores for all customers. As new transaction data is ingested, some customers' scores may drop below the threshold defined for the 'High Propensity to Buy' segment, causing them to be automatically removed from the segment. This daily recalibration is the most likely reason for the shrinking segment size.

Answer

The marketing team is manually removing customers from the segment based on campaign feedback

Answer

The predictive model is failing to calculate scores for all customers, resulting in fewer qualified customers

Answer

The data source for transactions is being refreshed, causing some customer profiles to be temporarily unavailable