MB-910 Practice Test 5 — 10 Questions

Question 1

Match each Dynamics 365 feature with its benefit.

Accepted Answer

Copilot: Helps salespeople draft emails and meeting summaries. The correct matches are: Copilot helps draft emails and summarize meetings; Customer Insights provides unified customer data. Common confusions involve swapping Sales Insights (AI predictions) and Relationship Sales (LinkedIn integration).

Answer

Sales Insights: Links Dynamics 365 with LinkedIn

Answer

Relationship Sales: Offers AI-powered predictions for deals

Question 2

You are a Dynamics 365 administrator for a mid-sized e-commerce company. The marketing team wants to use Dynamics 365 Customer Insights to create a unified customer profile that includes browsing history, purchase history, and customer support interactions. They also want to use this unified data to send personalized offers via email. You have access to Dynamics 365 Customer Insights and Dynamics 365 Marketing. What should you do first?

Accepted Answer

Set up data ingestion from browsing history, purchase history, and support interactions into Dynamics 365 Customer Insights, then unify the data into a single customer profile.. The first step is to ingest the disparate data sources (browsing history, purchase history, and support interactions) into Dynamics 365 Customer Insights and then unify them into a single customer profile. This unified profile is the foundation for all downstream activities, such as segmentation and personalized email campaigns. Without this data unification, you cannot accurately target or personalize offers in Dynamics 365 Marketing.

Answer

Configure Dynamics 365 Customer Insights to send personalized emails directly to customers using the unified customer profile.

Answer

Import all data directly into Dynamics 365 Marketing and use its native customer profile feature to unify the data.

Answer

Create a segment in Dynamics 365 Customer Insights based on purchase history, then export the segment to Dynamics 365 Marketing to send offers.

Question 3

Which TWO features are included in Dynamics 365 Field Service mobile app? (Choose 2)

Accepted Answer

Offline access to work orders. Option D is correct because the Dynamics 365 Field Service mobile app is built on the Power Apps mobile platform and includes offline capabilities that let technicians download and view assigned work orders, service tasks, and related data when they have no internet connection, syncing changes once connectivity returns. Option E is correct because the mobile app provides barcode scanning functionality that technicians use to scan inventory items, parts, and assets, enabling accurate consumption, returns, and stock updates directly from the field. Option A is not included in the mobile app; Resource Scheduling Optimization is a separate back-office scheduling add-in configured in the web application that automatically optimizes technician assignments. Option B is not part of the Field Service mobile app; the customer self-service portal is a separate Power Apps portal solution for customers to submit and track requests. Option C is not a mobile app feature; IoT alert configuration and processing are handled through the Connected Field Service web experience and Azure IoT integration, not the technician mobile app.

Answer

Resource scheduling optimization

Answer

Customer self-service portal

Answer

IoT alert configuration

Question 4

A sales rep wants to see a list of all activities (emails, appointments, tasks) for a specific contact on a single view. Where should they look?

Accepted Answer

Timeline on the contact form. The Timeline on the contact form aggregates all activities (emails, appointments, tasks, notes, etc.) related to that specific contact in a single chronological view. This is the designed location in Dynamics 365 Sales for a sales rep to see the full activity history for a contact without navigating away from the record.

Answer

Activity list view

Answer

Personal dashboard

Answer

Associated view on the contact form

Question 5

Northwind Traders uses Dynamics 365 Customer Service and wants to implement a unified customer service experience. They currently use separate systems for email, chat, and phone support. Agents have to switch between multiple applications to handle customer interactions, leading to inefficiency. The company wants to provide a single interface for agents to handle all incoming customer requests from any channel. They also want to ensure that conversations are automatically routed to the most appropriate agent based on skills and availability. Additionally, they need to track customer sentiment in real-time during conversations. You need to recommend a configuration. What should you do?

Accepted Answer

Enable Omnichannel for Customer Service and configure skill-based routing and sentiment analysis.. Omnichannel for Customer Service provides a unified agent interface across email, chat, and phone channels, skill-based routing to assign conversations to the most appropriate agent based on skills and availability, and real-time sentiment analysis to track customer sentiment. Option A is incorrect because Customer Service Insights analyzes historical data for trends and agent performance, not real-time sentiment or unified interface. Option C is incorrect because Service Scheduling manages appointments and resource scheduling for field service, not omnichannel routing. Option D is incorrect because Power Virtual Agents (Copilot Studio) is for creating chatbots to handle basic queries, not for providing an agent interface or routing.

Answer

Configure Customer Service Insights to analyze historical data and improve agent training.

Answer

Use Service Scheduling to manage agent availability and appointments.

Answer

Implement Power Virtual Agents (Copilot Studio) to handle basic queries.

Question 6

Refer to the exhibit. A Customer Insights administrator creates a segment for high-value customers. Which customers will be included in this segment?

Accepted Answer

Customers with a CLV greater than 1000. The segment is defined as 'high-value customers,' and the rule shown in the exhibit filters for customers where Customer Lifetime Value (CLV) is greater than 1000. In Dynamics 365 Customer Insights, segments are built using conditions that evaluate numeric attributes, and the 'greater than' operator includes only records where the value exceeds the specified threshold.

Answer

All customers

Answer

Customers with a CLV of exactly 1000

Answer

Customers with a CLV less than 1000

Question 7

A marketing team wants to create a customer journey that sends a follow-up email only to contacts who opened the initial email. Which Dynamics 365 Marketing feature should be used?

Accepted Answer

Customer journey trigger based on email interaction. Dynamics 365 Marketing customer journeys support triggers based on email interactions, including 'email opened' and 'email clicked.' Placing an email-open trigger after the initial send lets the journey branch so only contacts who opened the first email receive the follow-up. This is the native, no-code way to build interaction-based branching.

Answer

Power Automate integration

Answer

Copilot for Marketing

Answer

Segmentation

Question 8

Contoso wants to implement a customer service solution that allows customers to initiate a chat session from the company's website. The chat should be able to handle common questions automatically using a bot, and if the bot cannot resolve the issue, the conversation should be seamlessly transferred to a human agent. Additionally, the agent should have access to the full chat history and customer context. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Omnichannel for Customer Service with Copilot Studio chatbot. Omnichannel for Customer Service provides the live chat widget for websites, routing, and agent workspace with full conversation history and customer context. Copilot Studio (formerly Power Virtual Agents) chatbots can be integrated into omnichannel to handle common questions and escalate to a human agent when the bot cannot resolve the issue, preserving the entire chat transcript and context for the agent. This combination directly satisfies every requirement in the scenario.

Answer

Customer Service Insights

Answer

Service Scheduling

Answer

Copilot for Service

Question 9

A retail company uses Dynamics 365 Marketing to send personalized email campaigns to customers. The marketing team wants to create a customer journey that automatically sends a welcome email when a new contact is created in Dynamics 365, then follows up with a discount offer after 3 days if the contact has not made a purchase. The team also wants to track email opens and clicks to identify engaged contacts. The IT administrator needs to configure the system to support this journey. Which feature should the administrator use?

Accepted Answer

Customer journey with triggers and wait steps. A customer journey in Dynamics 365 Marketing is the only feature that supports automated, multi-step orchestration with triggers (contact created) and wait steps (3-day delay), plus conditional branching based on purchase behavior. It also natively tracks email opens and clicks through built-in interaction tracking, which feeds engagement data back to the contact record. This matches every requirement in the scenario: trigger-based entry, timed follow-up, behavioral condition, and engagement analytics.

Answer

Quick campaigns with email templates

Answer

Sales accelerator with sequence steps

Answer

Omnichannel engagement with automated messages

Question 10

A company uses Dynamics 365 Customer Service to manage support cases. They want to ensure that when a customer sends an email to the support address, a new case is automatically created from the email. Which feature should be configured?

Accepted Answer

Configure Email-to-Case automation. Dynamics 365 Customer Service includes an Email-to-Case feature that automatically creates a new case record from an incoming email sent to a configured support mailbox. This feature parses the email content, maps it to case fields, and can optionally use advanced rules for classification and routing, eliminating manual case creation.

Answer

Define a Service Level Agreement (SLA) for email responses

Answer

Convert incoming emails to activities

Answer

Set up a queue for email