MB-910 Practice Test 46 — 15 Questions

Question 1

You are a marketing manager for a retail company that uses Dynamics 365 Customer Insights. You want to create a segment of customers who have not made a purchase in the last 90 days and who have a high predicted churn score. You have already set up a predictive churn model. However, when you try to create the segment using the churn score, you notice that the churn score field is not available in the segment builder. What is the most likely reason?

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

Accepted Answer

The churn model has not been published.. The churn score field is generated by the predictive churn model and only becomes available in the segment builder after the model has been published. Until the model is published, the churn score is not written to the customer entity, so the field does not appear as a selectable attribute. Publishing the model finalizes the scores and makes them available for segmentation.

Answer

The churn model is still training.

Answer

The churn model was created from a different data source.

Answer

The customer data has not been unified.

Question 2

Refer to the exhibit. When will the action 'Send Email: Quote.pdf' occur?

Accepted Answer

When the opportunity stage changes to 'Develop'. The action 'Send Email: Quote.pdf' is triggered by a stage change in the opportunity's business process flow. In Dynamics 365 Sales, when the opportunity stage changes to 'Develop', the system evaluates the workflow rule and executes the email action because the trigger condition is met. The exhibit shows the workflow is configured to run when the stage changes, and the 'Develop' stage is the specified trigger.

Answer

When the opportunity is closed

Answer

When the opportunity stage changes to 'Proposal'

Answer

When the opportunity is created

Question 3

Which THREE capabilities are provided by Dynamics 365 Sales? (Choose THREE.)

Accepted Answer

Opportunity tracking. Dynamics 365 Sales includes opportunity tracking as a core feature, allowing sales teams to manage and monitor potential deals through the sales pipeline from initial contact to closure. This capability enables users to log interactions, track progress, and forecast revenue, directly supporting the sales process.

Answer

Case management

Answer

Marketing email automation

Question 4

A Dynamics 365 Marketing user wants to send a personalized email to customers who have purchased a specific product and have not opened any email in the last 30 days. Which segment type should they create?

Accepted Answer

Dynamic segment. A dynamic segment is the correct choice because it automatically updates membership based on criteria such as purchase history and email engagement. Option B (Custom) is not a standard segment type in Dynamics 365 Marketing. Option C (Static) represents a one-time, fixed list that does not update automatically. Option D (Lookalike) is used to find audiences similar to an existing segment, not for targeting based on specific behaviors.

Answer

Custom segment

Answer

Static segment

Answer

Lookalike segment

Question 5

Scenario: Your organization, a large HVAC service provider, uses Dynamics 365 Field Service. You have 50 technicians, each with a van stocked with common parts. You receive a high-priority work order from a long-term customer to repair an air conditioning unit at a commercial building. The work order requires a specific compressor that is not stocked in any van but is available at the central warehouse. The customer wants the repair completed within 4 hours. The nearest technician is 30 minutes away from the warehouse and 20 minutes from the customer site. You need to ensure the technician has the compressor when they arrive. What should you do?

Accepted Answer

Reserve the compressor for the work order, schedule the technician to the customer, and use the inventory transfer functionality to move the compressor to the technician's van before they arrive.. It uses the inventory transfer functionality in Dynamics 365 Field Service to move the compressor from the warehouse to the technician's van before they arrive at the customer, ensuring the part is available when the technician arrives. This is efficient and meets the 4-hour requirement. Option A is wrong because it doesn't reserve the part, risking unavailability. Option C is wrong because a separate courier may not arrive in time. Option D is wrong because the customer should not be responsible for picking up the part.

Answer

Dispatch the technician to the warehouse first to pick up the part, then to the customer.

Answer

Schedule the technician directly to the customer and send a separate courier with the part.

Answer

Ask the customer to pick up the compressor from the warehouse.

Question 6

Your organization is implementing Dynamics 365 Sales. Which TWO capabilities are core to the sales engagement app? (Choose TWO.)

Accepted Answer

Relationship analytics. Relationship analytics (Option D) is a core capability of the Dynamics 365 Sales engagement app because it provides sellers with AI-driven insights into customer interactions, communication patterns, and relationship health, enabling them to prioritize activities and strengthen deals. Lead scoring using AI (Option E) is also core, as it automatically evaluates and ranks leads based on historical data and predictive models, helping sales teams focus on the most promising opportunities. Both features are integral to the sales engagement experience, directly supporting seller productivity and decision-making.

Answer

Work order scheduling

Answer

Case management with SLA tracking

Answer

Customer journey creation with segments

Question 7

A dispatcher needs to see which technicians are available in the next hour and their current location. Which tool in Dynamics 365 Field Service should the dispatcher use?

Accepted Answer

Schedule board. The schedule board in Dynamics 365 Field Service provides dispatchers with a real-time view of technician availability, skills, and location on a map, allowing efficient assignment of work orders. The Field Service Mobile app is used by technicians to view and update their assignments, not by dispatchers. The Customer Service workspace is for customer service agents handling cases. Power BI reports provide analytics but are not designed for real-time dispatching.

Answer

Field Service Mobile app

Answer

Power BI report

Answer

Customer Service workspace

Question 8

Refer to the exhibit.

{
  "routes": [
    {
      "name": "Priority Routing",
      "conditions": [
        {"attribute": "prioritycode", "operator": "eq", "value": 2},
        {"attribute": "new_region", "operator": "eq", "value": "EMEA"}
      ],
      "queueId": "queue-emea-high"
    }
  ]
}

A case with prioritycode = 2 and new_region = 'EMEA' is created. To which queue will it be routed?

Accepted Answer

queue-emea-high. The conditions match both criteria, and the queueId is 'queue-emea-high'. Other options are not referenced in the exhibit.

Answer

queue-priority-high

Answer

queue-default

Answer

queue-emea

Question 9

A company uses Dynamics 365 Field Service to manage work orders. A dispatcher needs to quickly identify which technicians are available and closest to a new service location. Which tool should the dispatcher use?

Accepted Answer

Schedule board. The schedule board provides a visual map and list of available resources with their locations, enabling dispatchers to assign work orders efficiently. Option A is correct because it is the real-time tool for dispatchers. Option B is wrong because the Field Service mobile app is for technicians, not dispatchers. Option C is wrong because the Customer Service workspace is for case management, not field service scheduling. Option D is wrong because Resource Scheduling Optimization is a background engine, not a real-time visual tool.

Answer

Field Service mobile app

Answer

Customer Service workspace

Answer

Resource Scheduling Optimization

Question 10

A company is using Dynamics 365 Customer Insights to get a unified view of their customers. They have data from their e-commerce platform, CRM system, and customer support tickets. Which step is required to ensure that the same customer is recognized across these different data sources?

Accepted Answer

Configure data matching rules. B is correct because data matching rules in Dynamics 365 Customer Insights define how records from different sources (e-commerce, CRM, support tickets) are identified as belonging to the same customer. These rules use conditions like email, phone, or name to deduplicate and unify customer profiles into a single entity, ensuring consistent recognition across all ingested data sources.

Answer

Enrich profiles with external data

Answer

Create measures and KPIs

Answer

Set up data export destinations

Question 11

Your organization uses Dynamics 365 Field Service and wants to automatically optimize daily schedules for multiple technicians considering travel time, skills, and priority. Which feature should you implement?

Accepted Answer

Resource Scheduling Optimization (RSO) add-in. Resource Scheduling Optimization (RSO) is an add-in that uses machine learning to automatically optimize schedules based on constraints like travel time, skills, and priority. Option A is wrong because Connected Field Service is for IoT integration, not scheduling. Option B is wrong because the Field Service mobile app is for technicians to view and update work orders, not for automatic optimization. Option C is wrong because the schedule board with manual drag-and-drop does not automatically optimize schedules.

Answer

Connected Field Service

Answer

Field Service mobile app

Answer

Schedule board with manual drag-and-drop

Question 12

A customer service manager wants to identify recurring issues by analyzing case data. Which Dynamics 365 feature should they use to create visualizations and dashboards?

Accepted Answer

Power BI integration. Power BI integration in Dynamics 365 allows creating custom dashboards and visualizations for case analysis. Option A is incorrect because Copilot provides AI suggestions, not custom dashboards. Option C is incorrect because Customer Voice is for surveys. Option D is incorrect because Customer Service Workspace is an agent interface.

Answer

Copilot

Answer

Customer Voice

Answer

Customer Service Workspace

Question 13

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Dynamics 365 feature should be used?

Accepted Answer

Predictive lead scoring in Sales Insights. Dynamics 365 Sales Insights includes predictive lead scoring that uses AI to prioritize leads based on their likelihood to convert. Option A is wrong because Copilot for Sales is an AI assistant for sales tasks, not a lead scoring engine. Option B is wrong because LinkedIn Sales Navigator provides social selling insights and relationship intelligence, not automatic lead scoring. Option D is wrong because Power BI is a data visualization and reporting tool, not an automatic prioritization engine.

Answer

Copilot for Sales

Answer

LinkedIn Sales Navigator

Answer

Power BI dashboards

Question 14

Your organization uses Dynamics 365 Customer Service and wants to automatically categorize incoming cases based on keywords in the subject. Which feature should you configure?

Accepted Answer

Routing rules. Routing rules can automatically categorize cases based on keywords or conditions. Option B is incorrect because queues group cases for agents but do not auto-categorize. Option C is incorrect because Copilot provides suggestions but not automatic categorization. Option D is incorrect because SLA KPIs monitor response times, not categorization.

Answer

Queues

Answer

Copilot

Answer

SLA KPIs

Question 15

Your Dynamics 365 Customer Service implementation includes a Power Automate flow that creates a task in Microsoft To Do when a case is resolved. The flow triggers on resolution, but tasks are not being created. You verify the flow is turned on and has no errors. What should you check next?

Accepted Answer

Ensure that the case resolution uses the standard 'Resolve Case' action rather than a custom workflow.. The flow triggers on 'When a case is resolved', but if the case resolution is performed via a custom workflow or button that changes the status without using the standard 'Resolve Case' action, the trigger may not fire. Option A is incorrect: license issues typically cause flow save or run errors, not silent failures. Option C is incorrect: the Microsoft To Do connection is owned by the flow creator, not the case owner; sharing with the case owner is not required. Option D is incorrect: re-enabling a flow that is already on will not resolve a trigger mismatch.

Answer

Check that the flow owner has a Dynamics 365 license.

Answer

Confirm the Microsoft To Do connection is shared with the case owner.

Answer

Re-enable the flow and save it again.