MB-910 Practice Test 49 — 15 Questions

Question 1

A sales rep at Litware needs to send a standard proposal document to a prospect and capture the recipient's response without leaving Dynamics 365 Sales. The organization uses a connected document template and wants the reply tracked on the opportunity timeline. Which feature should the rep use?

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

Accepted Answer

Send the document through a tracked email from the opportunity record. Tracked email from the opportunity record supports attaching a document and records recipient opens and replies directly on the timeline. Word templates alone and separate manual emails lack engagement tracking, and sequence email steps target cadence outreach rather than document-centric tracking. This makes tracked email the fitting choice.

Answer

Attach the document to a note on the opportunity and email it separately

Answer

Use the Sales Accelerator sequence to send an email step

Answer

Create a Word template and download it for manual editing

Question 2

A real estate brokerage uses Dynamics 365 Sales. Agents frequently meet prospects at open houses and want to capture contact details, log the interaction, and set a follow-up task from a phone while offline in areas with poor connectivity. Which capability should you recommend?

Accepted Answer

Dynamics 365 Sales mobile app with offline capability enabled. The Sales mobile app is built for field scenarios where connectivity is intermittent. When offline capability is enabled for the app, agents can browse assigned records and create contacts, activities, and tasks; the app stores changes locally and synchronizes them once a connection is restored. That satisfies capturing the prospect, logging the interaction, and scheduling follow-up at the open house itself.

Answer

A canvas app built on the Sales table with no offline profile

Answer

Dynamics 365 Sales Insights conversation intelligence

Answer

Exporting contacts to Excel and re-importing them later

Question 3

A sales manager at Northwind wants to track how many opportunities each sales rep has converted to won status over the current quarter, and wants the data to update automatically as reps close deals. Which Dynamics 365 Sales feature should the manager configure?

Accepted Answer

Goal with a rollup field for won opportunities. Goals with rollup fields are the correct feature because they define a target and automatically aggregate actual values, such as a count of won opportunities per owner, updating as records change. Sales literature, competitor tracking, and lead scoring address different needs and cannot produce live per-rep win counts.

Answer

Competitor tracking

Answer

Sales literature

Answer

Lead scoring model

Question 4

A business analyst is working with Dynamics 365 Customer Insights - Data and wants to create a measure that calculates the total revenue per customer. They need to define the measure using data from the unified profile and a transactional data source. Where should they create this measure?

Accepted Answer

In the Measures section of Customer Insights - Data. In Customer Insights - Data, measures are created in the Measures section. This area allows analysts to define calculations that combine unified profile attributes with transactional data, such as total revenue per customer. Segments, Data sources, and Enrichment serve different purposes: segments group customers, data sources ingest data, and enrichment adds external data. Only Measures provides the functionality to define custom business metrics.

Answer

In the Data sources section of Customer Insights - Data

Answer

In the Segments section of Customer Insights - Data

Answer

In the Enrichment section of Customer Insights - Data

Question 5

A facilities maintenance company wants to ensure that preventive maintenance visits are generated automatically at recurring intervals for customer assets, without a dispatcher manually creating each work order. Which Dynamics 365 Field Service feature should they configure?

Accepted Answer

Agreement. Agreements are the mechanism for recurring preventive maintenance in Dynamics 365 Field Service. They define a recurrence pattern and generate work orders automatically for the associated customer assets, removing the need for manual creation. The other options either represent a single job, define tasks within a job, or optimize assignment of existing jobs, none of which generate recurring work orders on their own.

Answer

Resource Scheduling Optimization

Answer

Service Task

Answer

Work Order

Question 6

A customer service organization wants to provide agents with a single, integrated interface that shows customer details, case information, and recent interactions side by side, so agents do not have to switch between multiple browser tabs or applications. Which Dynamics 365 Customer Service feature should be implemented?

Accepted Answer

Customer Service workspace. Customer Service workspace provides a multi-session, tabbed interface where agents can view customer details, case information, and recent interactions side by side without switching applications. It is specifically built to improve agent productivity by consolidating information. Customer Service Hub, Omnichannel, and unified routing serve different purposes and do not provide the described integrated, side-by-side workspace.

Answer

Customer Service Hub

Answer

Unified routing

Answer

Omnichannel for Customer Service

Question 7

A field service organization uses Dynamics 365 Field Service. They want to enable technicians to work offline in areas with no internet connectivity. The technicians need to view their assigned work orders, update work order status, and capture customer signatures while offline. Which two components are required to support this offline capability? (Choose two.)

Accepted Answer

Offline synchronization configuration. To enable offline work, the Field Service mobile app is required because it is built to function without connectivity, and offline synchronization configuration is needed to define which data is available offline and to manage sync. Together, they allow technicians to view work orders, update statuses, and capture signatures offline, then sync when back online.

Answer

Azure IoT Central integration

Answer

Dynamics 365 Field Service web app

Answer

Power BI offline reports

Question 8

A marketing team wants to track the effectiveness of an email campaign by measuring open rates and click-through rates. Which Dynamics 365 app provides these analytics?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing is the correct answer because it is the app that natively manages email campaigns and provides built-in analytics such as open rates and click-through rates for those campaigns. Its email marketing and customer journey features capture interaction data directly, so the marketing team can measure engagement without building a separate reporting solution. Power BI is a general-purpose analytics and visualization tool that could display such data but does not itself run email campaigns or generate those metrics. Dynamics 365 Sales focuses on leads, opportunities, and pipeline management rather than campaign email analytics, and Customer Insights is centered on unifying and analyzing customer profile data, not on email campaign open and click tracking.

Answer

Power BI

Answer

Dynamics 365 Sales

Answer

Customer Insights

Question 9

A customer insights team at a global retailer is using Dynamics 365 Customer Insights - Data to unify customer data from multiple sources. They want to ensure that the unification process correctly matches and merges customer records. Which two actions should they take to improve match accuracy? (Choose two.)

Accepted Answer

Configure deduplication rules to remove exact duplicates within each source. To improve match accuracy in unification, the team should define precise match rules using reliable attributes and configure deduplication rules to clean each source. These actions directly affect how records are matched and merged. Increasing refresh frequency, enabling indiscriminate merging, or reducing to a single source do not enhance the accuracy of the unification process.

Answer

Use a single data source to avoid conflicts between sources

Answer

Enable automatic merging of all records with any common attribute

Answer

Increase the data refresh frequency to every hour

Question 10

Contoso's customer service department has a high volume of support requests that arrive outside business hours. They want to automatically create cases from incoming emails and provide an immediate acknowledgment to the customer with a case number. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Automatic Case Creation rules. Automatic Case Creation rules are designed to convert incoming emails into cases and can trigger an automatic response with the case number. This meets the requirement for after-hours intake and immediate acknowledgment. Entitlements, queues, and SLA KPIs serve different purposes: they manage support terms, route existing work, and measure performance, respectively, but none automate the initial case creation from email.

Answer

SLA KPIs

Answer

Queues

Answer

Entitlements

Question 11

A marketing manager at a bicycle retailer wants to create a unified customer profile by combining data from the company's point-of-sale system, email marketing platform, and website analytics. They need a tool that ingests data from these sources, matches records, and produces a single customer view. Which Dynamics 365 application should they use?

Accepted Answer

Dynamics 365 Customer Insights - Data. Customer Insights - Data is Microsoft's customer data platform, built to unify customer data from many sources. It provides connectors, data unification through identity resolution, and enrichment to create a single customer profile. The other applications serve different purposes: Customer Service handles cases, Sales manages pipelines, and Marketing orchestrates campaigns. Only Customer Insights - Data delivers the required data unification capability.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Marketing

Answer

Dynamics 365 Customer Service

Question 12

A company's support agents frequently handle cases that require input from multiple departments. The customer service manager wants to configure a way for agents to add a list of activities to a case so that each department knows what work must be completed. Which Dynamics 365 Customer Service feature should the manager use?

Accepted Answer

Case tasks. Case tasks are the feature that lets agents add a structured list of activities to a case, assign them to different people or departments, and track their completion. This is the standard way to coordinate multi-department work inside a case. Queues, entitlements, and playbooks serve different purposes and do not provide the simple, visible activity list described in the scenario.

Answer

Playbooks

Answer

Case queues

Answer

Entitlements

Question 13

You are a Dynamics 365 administrator for a consulting firm. Consultants frequently travel to client sites and need to record time against projects, submit expense reports, and view their assigned project tasks from a mobile device even when they have no internet connectivity. Which Dynamics 365 app should you recommend?

Accepted Answer

Dynamics 365 Project Operations. Project-based organizations need an app that unifies project planning, resource assignment, time entry, and expense capture. Project Operations delivers exactly those capabilities and extends them to mobile users, including offline-tolerant time and expense entry, which is essential for consultants working at client sites without reliable connectivity.

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Field Service

Question 14

A sales rep at Northwind Traders has just finished a discovery call with a prospect and wants to move the lead forward. The rep needs to convert the lead into the next stage of the sales process. What happens in Dynamics 365 Sales when the rep qualifies a lead?

Accepted Answer

The lead is converted into an opportunity, and account, contact, and opportunity records are created or matched.. Qualifying a lead creates an opportunity and matches or creates account and contact records, while the lead becomes inactive but is retained for reporting. Quotes and orders come later in the process. This conversion is the core handoff from lead management into opportunity management in Dynamics 365 Sales.

Answer

The lead is converted directly into a quote and an order.

Answer

The lead remains active and is linked to a new opportunity as a related record.

Answer

The lead record is deleted and only a contact is created.

Question 15

A sales rep at a manufacturing company has an opportunity that is nearing the close date. The rep needs to track the products the customer is considering, including quantities and estimated prices, before generating a formal quote. Which record type should the rep add to the opportunity?

Accepted Answer

Opportunity product. Opportunity products are the line items attached to an opportunity to represent what the customer is considering, including quantity, price per unit, and estimated revenue. They are the precursor to quote products and let sellers build up deal value before a formal quote is issued. This makes them the correct choice for tracking considered items before quoting.

Answer

Price list item

Answer

Order product

Answer

Quote product