MB-910 Practice Test 5 — 10 Questions

Question 1

Which TWO features are part of Dynamics 365 Customer Service? (Choose two.)

Accepted Answer

Customer Service workspace. Options B and D are correct. Customer Service workspace and Omnichannel for Customer Service are core components. Option A is wrong because Marketing is a separate Dynamics 365 application. Option C is wrong because Finance is a separate application. Option E is wrong because Supply Chain Management is a separate application.

Answer

Marketing

Answer

Finance

Answer

Supply Chain Management

Question 2

A company wants to provide customer service agents with a 360-degree view of the customer including recent interactions, purchases, and sentiment. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Unified customer profile. The unified customer profile in Dynamics 365 Customer Insights aggregates data from multiple sources (e.g., sales, service, marketing) into a single, 360-degree view of each customer. This includes recent interactions, purchase history, and sentiment scores, enabling agents to see the complete customer journey. The other options focus on analytics or grouping, not on providing a holistic, real-time profile.

Answer

Prediction models

Answer

Measures

Answer

Segments

Question 3

Drag and drop the steps to manage a case lifecycle in Dynamics 365 Customer Service into the correct order.

Accepted Answer

Create Case, then Assign Case, then Resolve Case, then Verify Resolution, then Close Case. Case lifecycle includes creation, assignment, resolution, verification, and closure.

Answer

Assign Case, then Create Case, then Resolve Case, then Verify Resolution, then Close Case

Answer

Create Case, then Resolve Case, then Assign Case, then Verify Resolution, then Close Case

Answer

Create Case, then Assign Case, then Close Case, then Resolve Case, then Verify Resolution

Question 4

A sales manager notices that the sales team is not consistently following up with leads after initial contact. Many leads go cold because no one takes action. The manager wants to set up automated email reminders and tasks for sales representatives when a lead is created or when a certain number of days pass without activity. They also want to track the effectiveness of these automated communications. Which feature should they use in Dynamics 365 Sales?

Accepted Answer

Sales sequences. Sales sequences allow creation of automated steps including emails and tasks, with analytics. Business process flows are for stage enforcement, not automated outreach. Workflows can send emails but lack the structured sequence and analytics. Power Automate is more complex and not native to Sales.

Answer

Business process flows

Answer

Power Automate flows

Answer

Workflows (classic)

Question 5

A marketing manager wants to automatically send a personalized discount offer to customers who have a high propensity to churn. Which combination of Customer Insights capabilities should they use?

Accepted Answer

Predictive scoring and measures. Predictive scoring in Customer Insights uses machine learning models to calculate a churn probability score for each customer, identifying those with a high propensity to churn. Measures allow the marketing manager to define and compute key business metrics, such as customer lifetime value or churn risk thresholds, which can trigger automated actions like sending personalized discount offers. Together, they enable a data-driven, automated outreach to at-risk customers without manual intervention.

Answer

Data unification and enrichment

Answer

Enrichment and Copilot

Answer

Segmentation and AI suggestions

Question 6

Which TWO features in Dynamics 365 Sales can help sales representatives prioritize their work based on AI insights?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (D) uses machine learning models to analyze historical lead data and assign a score indicating the likelihood of conversion, enabling sales reps to prioritize high-value leads. Relationship Intelligence (Copilot) (E) leverages AI to surface relevant insights, such as email engagement patterns and relationship health, helping reps focus on the most promising opportunities.

Answer

Sales Sequence Designer

Answer

Workflow

Answer

Business Process Flow

Question 7

Northwind Traders uses Dynamics 365 Customer Service and wants to provide a seamless omnichannel experience. They have implemented chat and email but now want to add voice (phone) support. They want customers to be able to call in and be greeted by an interactive voice response (IVR) system that can route them to the appropriate agent based on their input. Additionally, they want the voice calls to be recorded and transcribed, and the transcript to be saved in the case timeline. They also want to use AI to analyze call sentiment in real-time and provide agents with suggestions. Which Dynamics 365 Customer Service feature should they add?

Accepted Answer

Voice channel in Omnichannel for Customer Service. The Voice channel in Omnichannel for Customer Service provides IVR, call recording, transcription, and real-time sentiment analysis, enabling the desired omnichannel experience with voice support. Option A (Copilot for Service) is incorrect because it focuses on AI-driven knowledge suggestions and assistance, not voice channel capabilities. Option B (Customer Service Insights) is incorrect as it is designed for historical analytics and reporting, not real-time call handling. Option C (Service Scheduling) is incorrect because it is used for scheduling field service resources, not voice communication.

Answer

Copilot for Service

Answer

Customer Service Insights

Answer

Service Scheduling

Question 8

A technician needs to view their assigned work orders for the day and update the status of each. Which application should they use?

Accepted Answer

Field Service Mobile. Field Service Mobile is the app designed for technicians to view and update work orders in the field. Option A (Schedule board) is for dispatchers, not technicians. Option B (Power Apps) is a platform to build custom apps, not a specific field service app. Option D (Customer Service workspace) is for customer service agents handling cases, not field technicians.

Answer

Schedule board

Answer

Power Apps

Answer

Customer Service workspace

Question 9

Which TWO are valid service-level agreement (SLA) types in Dynamics 365 Customer Service?

Accepted Answer

Enhanced SLA. In Dynamics 365 Customer Service, the two valid SLA types are Enhanced SLA and Standard SLA. Enhanced SLA allows for advanced features like SLA KPIs, actions, and business process flows, while Standard SLA provides basic SLA tracking with simple conditions and time calculations. Both are native SLA types within the application, with Enhanced being the default for new environments.

Answer

Basic SLA

Answer

Premium SLA

Answer

Custom SLA

Question 10

Which TWO actions can be performed using Copilot in Dynamics 365 Customer Service?

Accepted Answer

Summarize a case conversation for a handoff.. Copilot in Dynamics 365 Customer Service can summarize a case conversation, including key details and resolution steps, to provide a concise handoff summary for another agent or supervisor. This leverages generative AI to extract relevant information from the conversation history, reducing manual effort and ensuring continuity during case transfers.

Answer

Create a new knowledge article from scratch.

Answer

Update the routing rule for high-priority cases.

Answer

Generate a real-time dashboard of case metrics.