MB-910 Practice Test 48 — 15 Questions

Question 1

A sales manager reports that the Opportunity record for a high-value deal shows a negative estimated revenue of -$15,000. The system currency is USD. The opportunity was created by importing data via a legacy integration. What is the most likely cause of this issue?

Accepted Answer

The estimated revenue field was manually overridden with a negative value during data import.. Option C is correct because negative revenue in Dynamics 365 typically occurs when the estimated revenue is manually overridden with a negative value or calculated from negative quantity/price. Option A is wrong because currency exchange rates affect display but do not create negative values. Option B is wrong because revenue is not auto-calculated from close probability as negative. Option D is wrong because security roles do not affect revenue calculation.

Answer

The user does not have sufficient privileges to view positive revenue.

Answer

The opportunity's close probability was set to more than 100%.

Answer

The currency exchange rate for USD is inverted.

Question 2

Your company uses Dynamics 365 Sales. You want to ensure that when a lead is qualified, the associated contact and account are automatically created, and the lead's email address and phone number are copied to the new contact. How should you configure this?

Accepted Answer

Edit the Lead to Opportunity Sales Process field mapping to map email and phone.. Option D is correct because the Lead to Opportunity Sales Process includes mapping rules that copy fields from lead to contact/account. Option A is wrong because duplicate detection runs after creation but does not control field mapping. Option B is wrong because business rules apply to forms, not qualification mapping. Option C is wrong because workflows can be used for custom mapping but the built-in qualification already provides mapping; however, the question asks for automatic behavior, which is governed by the sales process mapping.

Answer

Configure duplicate detection rules to copy data on match.

Answer

Set up a workflow to create contact and account upon lead qualification.

Answer

Create a business rule on the lead form to populate contact fields.

Question 3

A marketing team wants to create a targeted email campaign based on customer segments in Dynamics 365 Marketing. Which entity should they use to define the segment?

Accepted Answer

Marketing List. Option A is correct because Dynamics 365 Marketing uses a Marketing List to define customer segments for campaigns. Option B is wrong because Lead is for potential customers, not for segmenting contacts. Option C is wrong because Account is a company entity, not a segment. Option D is wrong because Customer Voice is a survey tool.

Answer

Customer Voice

Answer

Lead

Answer

Account

Question 4

A Dynamics 365 administrator configures the above field definition. What is the most likely effect?

Accepted Answer

The field enforces a phone number format. Option D is correct because the format is set to 'phone', which enforces a phone number input mask. Option A is wrong because the format is not 'email'. Option B is wrong because minLength and maxLength are set. Option C is wrong because the format is phone, not URL.

Answer

The field only accepts email addresses

Answer

The field accepts a URL

Answer

The field accepts any text up to 50 characters

Question 5

A sales organization uses Dynamics 365 Sales and wants to automatically capture emails and meetings from Outlook into relevant records without manual entry. What should they set up?

Accepted Answer

Server-Side Synchronization. Option A is correct because Server-Side Synchronization automatically syncs emails and appointments. Option B is wrong because the Outlook add-in requires manual tracking. Option C is wrong because Power Automate would be custom. Option D is wrong because Exchange integration is part of Server-Side Sync.

Answer

Exchange integration

Answer

Power Automate flow

Answer

Dynamics 365 App for Outlook

Question 6

A customer service agent needs to view all open cases for a specific account, including cases assigned to other agents. Which view should the agent use?

Accepted Answer

Active Cases. Option B is correct because the 'Active Cases' view shows all open cases across the organization. Option A is wrong because 'My Active Cases' shows only cases assigned to the current user. Option C is wrong because 'Cases Assigned to Me' is similar to My Active Cases. Option D is wrong because the 'All Cases' view includes resolved cases, which is not what the agent needs.

Answer

All Cases

Answer

Cases Assigned to Me

Answer

My Active Cases

Question 7

A customer service manager wants to automatically categorize incoming cases based on the customer's product type in Dynamics 365 Customer Service. What should they configure?

Accepted Answer

Routing Rule. Option D is correct because Routing Rules allow automatic categorization and assignment of cases based on conditions like product type. Option A is wrong because Service Level Agreements (SLAs) track response times, not categorization. Option B is wrong because Entitlements define support coverage, not categorization. Option C is wrong because Knowledge Articles are for self-help.

Answer

Knowledge Article

Answer

Service Level Agreement (SLA)

Answer

Entitlement

Question 8

Which TWO capabilities are part of Dynamics 365 Customer Insights?

Accepted Answer

Data unification from multiple sources. Option A and Option D are correct. Customer Insights includes data unification (A) and predictive models (D). Option B is wrong because marketing campaigns are in Marketing. Option C is wrong because lead scoring is in Sales Insights. Option E is wrong because case management is in Customer Service.

Answer

Lead scoring

Answer

Email campaign creation

Answer

Case management

Question 9

A Dynamics 365 Marketing user reports that a customer segment based on 'Contact City equals Seattle' returns 0 members, even though there are contacts with City='Seattle'. What is the most likely cause?

Accepted Answer

The segment has not been evaluated after the contacts were created.. Option C is correct because segment evaluation is not automatic; segments must be refreshed to pick up new data. Option A is wrong because the field type is text, not lookup. Option B is wrong because the condition is simple; it's not a complex query. Option D is wrong because marketing segments can query contacts from the common data model.

Answer

The segment condition uses 'Contains' instead of 'Equals'.

Answer

The contacts are stored in a different Dynamics 365 instance.

Answer

The city field is a lookup to another entity and cannot be used in segments.

Question 10

A company uses Dynamics 365 Field Service. Dispatchers need to optimize technician schedules based on location and skills. Which feature should they use?

Accepted Answer

Schedule Board. Option B is correct because the Schedule Board allows dispatchers to manually or automatically optimize schedules using Resource Scheduling Optimization. Option A is wrong because Connected Field Service is for IoT, not scheduling. Option C is wrong because Customer Assets is for asset management. Option D is wrong because Remote Assist is for mixed reality.

Answer

Connected Field Service

Answer

Remote Assist

Answer

Customer Assets

Question 11

A customer service team receives high call volumes. They need a solution that suggests relevant knowledge articles to agents in real-time during a call. Which Dynamics 365 feature should be enabled?

Accepted Answer

Copilot for Service. Option C is correct because Copilot for Service can surface knowledge articles and suggest answers during a call. Option A is wrong because Omnichannel for Customer Service routes conversations but does not suggest articles. Option B is wrong because Knowledge Management stores articles but does not proactively suggest them. Option D is wrong because Customer Voice collects feedback.

Answer

Omnichannel for Customer Service

Answer

Knowledge Management

Answer

Customer Voice

Question 12

Which TWO capabilities are included in Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Options B and E are correct. Customer Service includes case management (B) and knowledge management (E). Option A is wrong because predictive lead scoring is in Sales. Option C is wrong because work orders are in Field Service. Option D is wrong because survey creation is in Customer Voice.

Answer

Predictive lead scoring

Answer

Survey creation

Answer

Work order management

Question 13

Which TWO capabilities are provided by Dynamics 365 Customer Insights - Journeys? (Choose two.)

Accepted Answer

Multi-channel customer journey orchestration. Correct answers: B and D. A is wrong because lead scoring is part of Sales Insights or Marketing. C is wrong because case management is Customer Service. E is wrong because financial reporting is Finance.

Answer

Financial reporting and analytics

Answer

Lead scoring based on machine learning

Answer

Case management with SLA tracking

Question 14

A Dynamics 365 Customer Service administrator needs to configure an intelligent routing system that automatically assigns cases based on skill and presence. Which THREE capabilities should be included? (Choose THREE.)

Accepted Answer

Skill-based matching rules. The correct answer is A, C, and E. Unified routing routes incoming work items to the right agent based on skills and availability; Presence integration ensures agents with 'Available' status receive work; Skill-based matching assigns cases based on agent expertise. Option B is for sales, and D is for remote assist, not routing.

Answer

Lead score calculation

Answer

Copilot for Remote Assist

Question 15

A Dynamics 365 administrator runs this KQL query in Customer Service analytics. What insight does the query provide?

Accepted Answer

Number of cases created after a date, grouped by product. Option B is correct because the query counts cases created after Jan 1, 2024, grouped by product. Option A is wrong because it does not filter by severity. Option C is wrong because it does not measure resolution time. Option D is wrong because it does not group by agent.

Answer

Number of high-severity cases by product

Answer

Average resolution time per product

Answer

Number of cases assigned to each agent