MB-910 Practice Test 47 — 15 Questions

Question 1

A field service manager wants to view real-time location of technicians on a map to optimize dispatching. Which Dynamics 365 Field Service capability should they enable?

Accepted Answer

Resource Scheduling Optimization with location tracking. Resource Scheduling Optimization with location tracking allows dispatchers to view real-time technician locations on a map, optimizing dispatching. Option A is wrong because Customer Asset management tracks equipment, not technician locations. Option B is wrong because Connected Field Service focuses on IoT and remote monitoring. Option C is wrong because Service Level Agreements define response time targets, not location tracking.

Answer

Customer Asset management

Answer

Connected Field Service

Answer

Service Level Agreements

Question 2

A company uses Dynamics 365 Field Service and wants to ensure that when a work order is created from an IoT alert, the system automatically creates a related case in Dynamics 365 Customer Service. Which approach should they use?

Accepted Answer

Set up Connected Field Service with an IoT alert and a workflow. Connected Field Service allows integration with IoT alerts. When an IoT alert triggers, a workflow or Power Automate flow can be set up to automatically create a case in Dynamics 365 Customer Service. Option A is incorrect because Resource Scheduling Optimization is used for scheduling resources, not for creating cases. Option B is incorrect because the Field Service Mobile app is used by technicians in the field and does not automate case creation from IoT alerts. Option C is incorrect because Dynamics 365 Customer Voice is a survey tool, not used for creating cases from IoT alerts.

Answer

Configure Resource Scheduling Optimization to create a case

Answer

Use Field Service Mobile app to manually create a case

Answer

Enable Dynamics 365 Customer Voice

Question 3

You are configuring Connected Field Service for a client. Based on the exhibit, what will happen when device Pump-01 reports a temperature of 90 degrees Celsius?

Accepted Answer

A work order is automatically created for Pump-01. The alert rule is configured to create a work order when the temperature exceeds 85°C. Since Pump-01 reports 90°C, which is above 85, a work order is automatically created. Option C is incorrect because the threshold is 85, not 100. Option B is incorrect because an action is taken. Option D is incorrect because the rule creates a work order, not a case.

Answer

No action is taken because the temperature is below 100

Answer

A work order is created only if temperature reaches 100 degrees

Answer

A case is automatically created in Customer Service

Question 4

Refer to the exhibit. A customer service administrator configures the SLA JSON shown. What is the likely outcome when a case is created?

Accepted Answer

SLA is applied and will fail if the case is not set to 'In Progress' within 60 minutes. The SLA JSON defines a failure condition: within 60 minutes the case must have its statuscode set to 'In Progress' (value 2), or the SLA will fail. Since no actionUrl is specified, no custom action runs on failure. Option A is incorrect because the SLA success condition is on statuscode being 2, not on case resolution. Option C is incorrect because the SLA will fail after 60 minutes if the status is not updated, not succeed automatically. Option D is incorrect because actionUrl is optional for warning/failure actions; the SLA is still applied.

Answer

SLA is applied and will succeed once the case is resolved

Answer

SLA is applied and will succeed automatically after 60 minutes

Answer

No SLA is applied because actionUrl is missing

Question 5

A sales manager wants to automatically assign leads to the appropriate sales team based on the lead's source and geographic region. Lead sources include 'Web', 'Referral', and 'Partner'. Regions are 'North', 'South', 'East', 'West'. Which feature should be used to automate lead assignment?

Accepted Answer

Lead management routing rules. Lead management routing rules. These rules allow you to define conditions (such as lead source and geographic region) to automatically assign leads to the appropriate sales team or user. Option A is incorrect because while sales teams can be configured, the actual automation of assignment based on attributes is done through routing rules, not simply team configuration. Option B is incorrect because business process flows define stages and steps for sales processes, not automated lead assignment. Option D is incorrect because automatic record creation and update rules are used to create or update records based on conditions like incoming emails, not for routing leads based on attributes.

Answer

Sales team configuration with assignment rules

Answer

Business process flow automation

Answer

Automatic record creation and update rules

Question 6

A company uses Dynamics 365 Field Service and wants to ensure that when a customer reports an issue, the system automatically creates a work order with the correct service account and bill-to account. The customer is under a parent account with multiple service locations. What should the administrator configure?

Accepted Answer

Set the service account and bill-to account on the work order from the incident.. When a customer reports an issue, the incident record can be configured to automatically populate the service account and bill-to account on the work order. This ensures that the work order is created with the correct accounts, even when the customer is under a parent account with multiple service locations, by using the incident's account relationship to derive the service and billing information.

Answer

Use the account field on the incident to automatically populate the service account.

Answer

Set the tax code on the incident to determine billing.

Answer

Configure the work order type to specify default accounts.

Question 7

A sales manager wants to automatically capture emails and meeting activities related to an opportunity without manual logging. What feature should you configure?

Accepted Answer

Auto capture. Auto Capture in Dynamics 365 Sales automatically tracks and logs emails and meeting activities related to an opportunity based on relevance scoring, eliminating the need for manual entry. It uses machine learning to identify which communications are associated with a specific opportunity and records them in the timeline.

Answer

Sales Copilot

Answer

Timeline control

Answer

Relationship Intelligence

Question 8

Contoso, a medium-sized HVAC service company, uses Dynamics 365 Field Service. They have 20 technicians and receive about 50 work orders per day. Currently, dispatchers manually assign work orders using the schedule board. Contoso wants to reduce average travel time and improve first-time fix rate. They also want to allow customers to schedule their own appointments via a portal. The company has standard working hours (8 AM to 5 PM, Monday to Friday) and all work orders require a 2-hour time window. Which combination of actions should Contoso take?

Accepted Answer

Configure Resource Scheduling Optimization (RSO) to minimize travel time; enable the Customer Portal with time window requirements.. Resource Scheduling Optimization (RSO) automatically optimizes technician schedules to minimize travel time, which directly addresses Contoso's goal of reducing travel time. Additionally, enabling the Customer Portal with time window requirements allows customers to self-schedule appointments while enforcing the 2-hour time window, improving first-time fix rate by ensuring technicians arrive within promised windows. Option B is incorrect because Universal Resource Scheduling is a framework, not a specific optimization tool; the Portal Add-in does not enforce time windows automatically. Option C is incorrect because Connected Field Service with IoT is for monitoring equipment, not scheduling optimization; Power Automate flows can assist but do not provide the optimization needed. Option D is incorrect because Schedule Assistant is a manual tool that does not automate optimization of travel time across the workforce.

Answer

Implement Universal Resource Scheduling; use the Portal Add-in for Dynamics 365.

Answer

Use Connected Field Service with IoT notifications; set up a Power Automate flow to assign work orders.

Answer

Use Schedule Assistant to help dispatchers assign work orders; enable the Customer Portal for self-service booking.

Question 9

Which TWO features in Dynamics 365 Field Service help reduce travel time for technicians? (Choose two.)

Accepted Answer

Optimization of schedules using Resource Scheduling Optimization. Options B and E are correct. Resource Scheduling Optimization minimizes travel time by efficiently scheduling and routing technicians. Geolocation and mapping integration provides optimized routes and real-time navigation. Option A is incorrect because inventory management deals with parts, not travel reduction. Option C is incorrect because the customer portal is for self-service, not travel. Option D is incorrect because work order templates standardize processes but do not directly reduce travel time.

Answer

Inventory management

Answer

Customer portal for self-service

Answer

Work order templates

Question 10

Which THREE of the following are capabilities of Dynamics 365 Customer Service?

Accepted Answer

Knowledge base management. Knowledge base management is a core capability of Dynamics 365 Customer Service because it allows agents to create, manage, and search for articles containing resolutions, troubleshooting steps, and product information. This feature integrates directly with the case resolution process, enabling agents to attach knowledge articles to cases and automatically suggest relevant articles based on case context, which improves first-call resolution rates.

Answer

Financial management and accounting

Answer

Inventory and warehouse management

Question 11

Refer to the exhibit. A customer updates their case via the Customer Service portal. What is the default behavior in Dynamics 365 Customer Service?

Accepted Answer

The case record is updated with the customer's changes. When a customer updates a case via the Customer Service portal, the changes are saved directly to the existing case record. Option A is incorrect because the update is recorded in the case timeline, not automatically added to the knowledge base. Option B is incorrect because the update modifies the existing case, not creates a new one. Option D is incorrect because the portal does not automatically send an email notification; that requires a workflow or custom automation.

Answer

The update is added to the knowledge base

Answer

A new case is created from the update

Answer

An email notification is sent to the support team

Question 12

Which THREE components are part of the Dynamics 365 Customer Service hub?

Accepted Answer

Service Level Agreement (SLA) management. Options C, D, and E are correct. Service Level Agreement (SLA) management, knowledge management, and case management are core components of the Dynamics 365 Customer Service hub. Option A is incorrect because sales forecasting belongs to Dynamics 365 Sales. Option B is incorrect because marketing lists belong to Dynamics 365 Marketing.

Answer

Sales forecasting

Answer

Marketing lists

Question 13

A Dynamics 365 Field Service administrator reviews the scheduling optimization output for a resource as shown in the exhibit. The resource has two work orders scheduled with a travel time of 45 minutes. If the optimization goal is to minimize travel time, what is the most likely reason the system did not schedule additional work orders?

Accepted Answer

The resource has reached the maximum travel time per day limit.. The resource has a maximum travel time per day of 120 minutes. The two scheduled work orders already account for 45 minutes of travel time each, totaling 90 minutes. Adding another work order with a typical travel time of 45 minutes would bring the total to 135 minutes, exceeding the 120-minute limit and preventing the system from scheduling additional work orders. Option A is incorrect because there is no evidence the resource lacks required skills. Option B is incorrect because minimizing travel time does not inherently prevent adding stops if constraints allow. Option D is incorrect because the maximum work hours per day (480 minutes) is not exceeded.

Answer

The resource does not have the required skills for additional work orders.

Answer

The optimization goal is to minimize travel time, so it avoids adding more stops.

Answer

The resource has reached the maximum work hours per day limit.

Question 14

A marketing team wants to send personalized emails based on a customer's predicted churn risk. Which Customer Insights capability should they use?

Accepted Answer

Predictive models. Predictive models in Customer Insights use machine learning to analyze historical customer data and generate scores like churn risk. This enables the marketing team to automatically identify high-risk customers and trigger personalized email campaigns based on those predictions.

Answer

Data sources

Answer

Data unification

Answer

Segmentation

Question 15

Refer to the exhibit. You are configuring data matching rules in Dynamics 365 Customer Insights. What will happen if a customer record from the e-commerce source and a record from the CRM have the same email address but different names and cities?

Accepted Answer

They will be matched as duplicates and merged based on the EmailMatch rule. In Dynamics 365 Customer Insights, data matching rules are evaluated independently and the system uses a 'match by any rule' logic. If the EmailMatch rule is configured and a match is found (same email address), the records will be considered duplicates and merged, regardless of other rules like NameAndCityMatch. The other rules only apply if they are the ones that trigger the match; they do not block a match already found by a different rule.

Answer

They will not be matched because the NameAndCityMatch rule requires fuzzy match on name and exact city

Answer

They will be matched only if the confidence level is set to high on both rules

Answer

They will be matched only if both rules are satisfied