MB-910 Practice Test 47 — 15 Questions

Question 1

You are analyzing Dynamics 365 Customer Service performance. Based on the KQL query, what is being calculated?

Accepted Answer

Average resolution time per owner for resolved cases. The query filters resolved cases and averages resolution time by owner. Option A is correct. Option B is wrong because it's average, not total. Option C is wrong because it's not by priority. Option D is wrong because it's not about open cases.

Answer

Total resolution time per owner

Answer

Average resolution time by priority

Answer

Number of open cases per owner

Question 2

A sales manager wants to automatically prioritize leads based on criteria such as budget, timeline, and purchase intent. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Lead Scoring. Option B is correct because the Lead Scoring feature uses machine learning to rank leads based on predefined criteria. Option A is incorrect as Predictive Lead Scoring is a specific model. Option C is for sales literature. Option D is for email integration.

Answer

Email Engagement

Answer

Predictive Lead Scoring

Answer

Sales Insights

Question 3

Which THREE capabilities are provided by Dynamics 365 Customer Service? (Choose three.)

Accepted Answer

Omnichannel for Customer Service. Options A, B, and D are correct. Case Management, Knowledge Management, and Omnichannel are core Customer Service capabilities. Option C is a Sales feature. Option E is a Marketing feature.

Answer

Lead Management

Answer

Customer Journey

Question 4

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. Option B is correct because 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 5

A company wants to use AI to analyze customer sentiment from support conversations. Which feature should they enable?

Accepted Answer

Dynamics 365 Customer Service Insights. Dynamics 365 Customer Service Insights provides AI-driven sentiment analysis. Copilot in Sales is for sales, Omnichannel is for channel management, and Product Insights is for product analytics.

Answer

Copilot in Dynamics 365 Sales

Answer

Dynamics 365 Product Insights

Answer

Omnichannel for Customer Service

Question 6

A customer service manager wants to automatically route cases to the appropriate agent based on skill and availability. Which Dynamics 365 Customer Service feature should they configure?

Accepted Answer

Unified Routing. Option B is correct because Unified Routing automatically assigns cases to the best-suited agent. Option A (Omnichannel) is a channel integration. Option C (Knowledge Base) is for self-service. Option D (SLA) defines service levels but does not route.

Answer

Knowledge Base

Answer

Omnichannel for Customer Service

Answer

Service Level Agreement (SLA)

Question 7

Refer to the exhibit. A marketing user creates an email marketing configuration targeting accounts with revenue >= $1M and active status (statecode 0). The email fails to send, and the error indicates that the segment returned zero members. Which is the most likely reason?

Accepted Answer

The segment is based on the account entity, but email marketing requires contacts or leads.. Option A is correct because the segment uses the 'account' entity, but email marketing typically targets contacts or leads, not accounts directly. Option B is possible but less likely if revenue data exists. Option C is less likely because statecode 0 is active. Option D is irrelevant.

Answer

The statecode value 0 indicates inactive accounts.

Answer

The email template is missing a required dynamic field.

Answer

The revenue value is stored as a string, causing the comparison to fail.

Question 8

Refer to the exhibit. An administrator configures a routing rule set for cases. A case with priority 'Low' is created. Which queue will it be assigned to?

Accepted Answer

General Queue. Option C is correct because the routing rules only cover High and Medium priority. The fallback queue is used for unmatched conditions. Option A (Premium Support) is for High. Option B (Standard) is for Medium. Option D (None) is incorrect because fallback exists.

Answer

No queue; the case remains unassigned

Answer

Premium Support Queue

Answer

Standard Queue

Question 9

Refer to the exhibit. An agent opens a high-priority case in Dynamics 365 Customer Service with Copilot enabled. Which Copilot capability would automatically provide a suggested response based on the case title and product?

Accepted Answer

Draft reply. Option B is correct because the draft reply feature generates a suggested response using AI. Option A (Summary) provides a summary. Option C (Sentiment) analyzes tone. Option D (Article suggestion) suggests knowledge articles.

Answer

Article suggestion

Answer

Sentiment analysis

Answer

Conversation summary

Question 10

A sales manager wants to automatically send a follow-up email to a lead after a meeting is completed in Dynamics 365 Sales. Which feature should they use?

Accepted Answer

Sales Accelerator. Option B is correct because the Sales Accelerator provides sequence-based automated actions like sending follow-up emails after a meeting. Option A is wrong because Copilot is for AI assistance, not automatic workflows. Option C is wrong because Power Automate is a separate tool, not built-in CRM feature for this specific scenario. Option D is wrong because Customer Journey is for marketing emails.

Answer

Customer Journey

Answer

Power Automate

Answer

Copilot for Sales

Question 11

A company uses Dynamics 365 Customer Service. Agents need to see the full conversation history from multiple channels (email, chat, phone) in one view. What should they use?

Accepted Answer

Omnichannel for Customer Service. Option C is correct because Omnichannel for Customer Service provides a unified conversation view across channels. Option A is wrong because Timeline shows records but not real-time conversations. Option B is wrong because Knowledge Articles are for self-help, not conversation history. Option D is wrong because Copilot provides suggestions but not unified conversation view.

Answer

Copilot for Service

Answer

Timeline

Answer

Knowledge Articles

Question 12

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

Accepted Answer

Omnichannel engagement. Options A, C, and E are correct. Option B is wrong because Lead management is part of Sales. Option D is wrong because Marketing emails are part of Marketing.

Answer

Marketing email campaigns

Answer

Lead management

Question 13

Which TWO of the following are core entities in Dynamics 365 Marketing?

Accepted Answer

Marketing List. Options B and D are correct. Option A is wrong because Case is from Customer Service. Option C is wrong because Quote is from Sales. Option E is wrong because Invoice is from Sales.

Answer

Quote

Answer

Invoice

Answer

Case

Question 14

A company wants to use AI to generate draft email replies for salespeople based on the context of an email thread. Which feature should they enable?

Accepted Answer

Copilot for Sales. Option D is correct because Copilot for Sales includes email draft generation using AI. Option A is wrong because Predictive scoring is for lead scoring. Option B is wrong because Relationship Analytics is for relationship health. Option C is wrong because Conversation Intelligence is for call analysis.

Answer

Conversation Intelligence

Answer

Predictive lead scoring

Answer

Relationship Analytics

Question 15

A customer service manager wants to measure customer satisfaction after each interaction. Out-of-the-box, which Dynamics 365 Customer Service feature can send surveys automatically after a case is resolved?

Accepted Answer

Customer Voice. Option B is correct because Dynamics 365 Customer Voice allows sending surveys automatically after case resolution. Option A is wrong because Copilot for Service assists agents, not surveys. Option C is wrong because Knowledge Management is for articles. Option D is wrong because Omnichannel routes conversations.

Answer

Omnichannel for Customer Service

Answer

Copilot for Service

Answer

Knowledge Management

MB-910 Practice Test 47 — 15 Questions

Exhibit

MB-910 Practice Test 47 — 15 Questions

Exhibit