MB-910 Practice Test 49 — 15 Questions

Question 1

A manufacturing company uses Dynamics 365 Field Service to manage equipment maintenance. They want to predict equipment failures using IoT data. Which feature should they use?

Accepted Answer

Connected Field Service. Connected Field Service. This feature integrates IoT data with Dynamics 365 Field Service to enable predictive maintenance by analyzing equipment sensor data to forecast failures. Option B (Inventory Management) handles stock levels, not IoT predictions. Option C (Work Order Management) manages work orders but does not involve IoT analytics. Option D (Resource Scheduling) optimizes technician dispatch, not failure prediction.

Answer

Inventory Management

Answer

Work Order Management

Answer

Resource Scheduling

Question 2

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

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring uses machine learning to score leads based on conversion probability. Option A (Lead Management) is a basic feature, not automatic prioritization. Option B (Relationship Assistant) provides reminders, not scoring. Option C (Copilot) generates content but does not score leads.

Answer

Lead Management

Answer

Relationship Assistant

Answer

Copilot

Question 3

Which THREE features are available in Dynamics 365 Sales to help sales representatives increase productivity? (Select three.)

Accepted Answer

Sequence. Options A, B, and E are correct. Sequence (A) guides sales reps through a predefined set of steps to follow for consistent engagement. Sales Copilot (B) provides AI-assisted content and insights within the workflow. Predictive Lead Scoring (E) prioritizes leads based on likelihood to convert. Option C (Customer Service Hub) is for service scenarios. Option D (Remote Assist) is for mixed reality field service.

Answer

Customer Service Hub

Answer

Remote Assist

Question 4

A Dynamics 365 Marketing user wants to create a customer journey that sends a follow-up email to attendees one week after an event. Which entity should the journey be based on?

Accepted Answer

Event Attendance. Event Attendance tracks attendees and can trigger post-event journeys, making it the correct entity for a follow-up email after an event. Contact is too general and not specific to event attendees. Account is organizational and not related to individual event participation. Lead is used for pre-sales and not appropriate for post-event follow-up.

Answer

Contact

Answer

Account

Answer

Lead

Question 5

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

Accepted Answer

Omnichannel for Customer Service. Options A, C, and E are correct. Omnichannel for Customer Service, Case Management, and Knowledge Management are core capabilities of Dynamics 365 Customer Service. Option B (Lead Management) is a Sales feature, and Option D (Customer Journey) is a Marketing feature.

Answer

Lead Management

Answer

Customer Journey

Question 6

A salesperson needs to quickly generate a proposal from an opportunity in Dynamics 365 Sales. What is the recommended way?

Accepted Answer

Create a Quote from the opportunity. Dynamics 365 Sales includes Quote functionality that allows salespeople to create a quote directly from an opportunity, which is the recommended way to generate a proposal. Option B is wrong because exporting data to Power BI is for analytics, not proposal generation. Option C is wrong because Word templates require manual effort and are not integrated into the opportunity-to-quote workflow. Option D is wrong because Copilot for Sales can assist with content but does not replace the full quote creation process.

Answer

Export opportunity data to Power BI

Answer

Use a Word template

Answer

Ask Copilot for Sales to write the proposal

Question 7

Your organization is migrating from an on-premises CRM to Dynamics 365 Sales. You need to ensure that sales representatives can access their work offline on mobile devices. Which capability should you configure?

Accepted Answer

Dynamics 365 mobile app with offline synchronization. The Dynamics 365 mobile app provides offline synchronization capabilities specifically designed for sales representatives to access CRM data without an internet connection. Option A (Offline Sync in Dynamics 365 for Outlook) is for synchronizing emails and calendar items, not full CRM entity data for offline use. Option B (Dynamics 365 Remote Assist) is a mixed reality tool for remote assistance, unrelated to offline data access. Option D (Power Apps mobile with Dynamics 365 connector) can be used to build custom offline-capable apps, but it's not the native, out-of-the-box solution for Dynamics 365 Sales offline functionality, making the mobile app the appropriate choice.

Answer

Offline Sync settings in Dynamics 365 for Outlook

Answer

Dynamics 365 Remote Assist

Answer

Power Apps mobile with Dynamics 365 connector

Question 8

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. Lead Scoring in Dynamics 365 Sales allows sales managers to define and assign scores to leads based on criteria such as budget, timeline, and purchase intent, enabling automatic prioritization. Option A (Email Engagement) is for tracking email interactions, not lead scoring. Option B (Predictive Lead Scoring) uses machine learning but is a specific model within Lead Scoring; the base feature for manual criteria is Lead Scoring. Option C (Sales Insights) provides analytics and relationship intelligence, not direct lead scoring.

Answer

Email Engagement

Answer

Predictive Lead Scoring

Answer

Sales Insights

Question 9

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. Dynamics 365 Customer Voice (Option C) is the correct feature for automatically sending surveys after case resolution. It integrates with Customer Service to trigger satisfaction surveys based on case status. Option A (Omnichannel for Customer Service) handles multi-channel routing, not surveys. Option B (Copilot for Service) provides AI-assisted agent guidance, not survey automation. Option D (Knowledge Management) stores articles, not surveys.

Answer

Omnichannel for Customer Service

Answer

Copilot for Service

Answer

Knowledge Management

Question 10

Which TWO capabilities are part of Dynamics 365 Customer Insights?

Accepted Answer

Data unification from multiple sources. Options A and E are correct. Customer Insights includes data unification (A) and predictive models for churn and lifetime value (E). Option B (lead scoring) is part of Sales Insights or Dynamics 365 Sales. Option C (email campaign creation) is part of Dynamics 365 Marketing. Option D (case management) is part of Dynamics 365 Customer Service.

Answer

Lead scoring

Answer

Email campaign creation

Answer

Case management

Question 11

Which TWO capabilities are part of Dynamics 365 Marketing? (Choose TWO.)

Accepted Answer

Customer Journeys. Customer Journeys is a core capability of Dynamics 365 Marketing that allows marketers to design, automate, and orchestrate multi-step, cross-channel marketing campaigns (e.g., email, SMS, push notifications) based on customer behaviors and triggers. It uses a visual canvas to define segments, conditions, and actions, enabling personalized engagement at scale.

Answer

Opportunity Management

Answer

Case Resolution

Answer

Inventory Tracking

Question 12

A marketing team uses Dynamics 365 Customer Insights to send personalized offers. They want to ensure that customers who have opted out of email marketing do not receive offers via email. What is the best practice?

Accepted Answer

Map consent attributes and respect them in marketing journeys. In Dynamics 365 Customer Insights, the best practice is to map consent attributes from customer data (e.g., email opt-out) and configure marketing journeys to respect those attributes. This ensures that opted-out customers are automatically excluded from email communications without manual intervention. Option A is correct because it leverages the platform's built-in consent management. Option D (creating a segment excluding opted-out customers) is less optimal as it requires manual updates and may miss real-time changes in consent. Therefore, option A is the recommended approach.

Answer

Use a measure to filter out opted-out customers

Answer

Manually remove opted-out customers from the segment each time

Answer

Create a segment excluding opted-out customers

Question 13

A marketing team wants to send personalized email campaigns to leads based on their behavior on the company website. Which Dynamics 365 app should they use?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing is the correct app because it provides capabilities for creating personalized email campaigns based on customer behavior, including customer journeys, email marketing, and real-time personalization. Option B (Dynamics 365 Sales) is focused on managing sales pipelines and processes, not marketing campaigns. Option C (Customer Insights) is used for customer data unification and analytics, but not for direct campaign execution. Option D (Dynamics 365 Customer Service) is designed for service management and support, not marketing.

Answer

Dynamics 365 Sales

Answer

Customer Insights

Answer

Dynamics 365 Customer Service

Question 14

Which TWO record types can be associated with a Case in Dynamics 365 Customer Service to provide additional context? (Choose two.)

Accepted Answer

Entitlement. Correct answers: A and C. Entitlements define support terms and can be associated with a case to provide context on service coverage. Knowledge Articles provide self-help information and can be linked to a case to offer solutions. Invoices (B), Marketing Lists (D), and Leads (E) are not typically associated with cases for context in Dynamics 365 Customer Service.

Answer

Invoice

Answer

Marketing List

Answer

Lead

Question 15

A technician needs to record the time spent on a work order and the parts used. Which Field Service mobile app feature should the technician use?

Accepted Answer

Field Service mobile app. The Field Service mobile app is the correct tool because it is specifically designed for technicians to record time and materials (parts) against work orders in real time. It integrates directly with Dynamics 365 Field Service to capture actual start/end times and inventory usage, syncing data back to the backend for billing and reporting.

Answer

Customer portal

Answer

Schedule board

Answer

Power Platform admin center