MB-910 Practice Exam 51 — 20 Questions

Question 1

A company uses Dynamics 365 Customer Service. Managers complain that the 'Resolved Cases' dashboard shows incorrect numbers. Upon investigation, you notice that some cases resolved by agents are still appearing as 'In Progress'. What is the most likely cause?

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

Accepted Answer

The case resolution is being saved but not activated. In Dynamics 365 Customer Service, a case is resolved by running the 'Resolve Case' process, which creates a case resolution activity and changes the status to 'Resolved'. However, if the case resolution activity is saved but not activated (i.e., the user clicks 'Save' instead of 'Activate' or the workflow fails to complete), the case remains in 'In Progress' status. This is the most likely cause because the dashboard counts only cases with a status of 'Resolved', and without activation, the status change is not committed.

Answer

The case is linked to an expired SLA

Answer

The case is in a queue with a routing rule set

Answer

The case resolution activity is not being created

Question 2

A Dynamics 365 Customer Service organization has implemented Copilot for Service to help agents respond to cases. The AI suggests responses based on knowledge articles and previous cases. However, agents report that the suggestions are often irrelevant and not helpful. You need to improve the relevance of Copilot suggestions. Which two actions should you take? (Choose two.)

Accepted Answer

Review and curate the training data by marking good and bad suggestions.. To improve the relevance of Copilot suggestions, you should review and curate the training data by marking good and bad suggestions (D), as this helps the AI learn from feedback. Additionally, ensuring knowledge articles are well-written, categorized, and tagged properly (E) improves the quality of the knowledge base that Copilot uses. Option A is incorrect because increasing the number of suggestions does not address relevance; it may overwhelm agents. Option B is incorrect because disabling Copilot is not a solution; the goal is to improve its relevance. Option C is incorrect because language mismatch is typically not the cause of irrelevant suggestions in this context.

Answer

Increase the number of suggestions displayed to 5.

Answer

Disable Copilot and use a third-party AI tool.

Answer

Change the default language of Copilot to match the agents' language.

Question 3

The exhibit shows a forecast configuration. A sales manager reports that the forecast does not show any data for a sales rep who has closed deals this month. What is the most likely reason?

Accepted Answer

The sales rep is not part of the forecast hierarchy. The most likely reason the forecast shows no data for a sales rep who has closed deals is that the sales rep is not included in the forecast hierarchy. In Dynamics 365 Sales, forecasts are generated based on the hierarchy defined in the forecast configuration; if a user is not mapped to a node in that hierarchy, their opportunities and closed deals will not appear in the forecast grid, regardless of their sales activity.

Answer

The forecast configuration includes only won and open opportunities

Answer

The forecast granularity is monthly, but the rep closed deals weekly

Answer

The forecast excludes lost opportunities

Question 4

Which TWO features are available in Dynamics 365 Sales to help sales reps prioritize their work?

Accepted Answer

Sales accelerator. The Sales accelerator is a feature in Dynamics 365 Sales that provides a prioritized, guided sequence of activities (e.g., calls, emails, tasks) for sales reps, helping them focus on the next best action. It uses a configurable work queue and sequence automation to ensure reps spend time on high-priority leads and opportunities, directly addressing the need to prioritize work.

Answer

Relationship analytics

Answer

Copilot

Answer

Business process flow

Question 5

A customer service agent is handling a chat session and needs to consult with a subject matter expert without the customer seeing the conversation. Which feature should be used?

Accepted Answer

Consultant. (Consultant) is correct because Consultant mode in Omnichannel allows a customer service agent to privately consult with a subject matter expert without the customer seeing the conversation. Option A (Transfer) is incorrect because Transfer moves the entire chat to another agent, ending the current agent's involvement. Option C (Copilot for Service) is incorrect because Copilot for Service provides AI-powered suggestions, not human consultation. Option D (Monitor) is incorrect because Monitor allows supervisors to view conversations but not to join and consult.

Answer

Transfer

Answer

Copilot for Service

Answer

Monitor

Question 6

A company wants to ensure customer data in Dynamics 365 Customer Insights complies with GDPR. Which feature helps manage consent?

Accepted Answer

Consent management. Consent management in Dynamics 365 Customer Insights is the dedicated feature for capturing, storing, and honoring customer consent preferences, which is essential for GDPR compliance. It allows organizations to define consent purposes (e.g., marketing email, data sharing) and automatically enforce those preferences in downstream activities like segmentation and journeys. Without this feature, the system would have no native mechanism to track or respect individual consent choices.

Answer

Prediction models

Answer

Measures

Answer

Data unification

Question 7

A manager notices that work orders are frequently scheduled without considering technician travel time, leading to late arrivals. They want the scheduling engine to automatically factor in travel time. What should they configure?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) automatically considers travel time, traffic, and technician availability to optimize schedules. Option A is wrong because the schedule board is a manual drag-and-drop tool, not automatic. Option B is wrong because Booking Rules define prioritization and constraints, but do not automatically factor in travel time. Option D is wrong because resource time-off only records unavailability, not travel calculations.

Answer

Schedule board

Answer

Booking Rules

Answer

Resource time-off

Question 8

You are a customer service manager at a software company. The support team uses Dynamics 365 Customer Service workspace to manage cases. The team has noticed that agents spend a lot of time searching for relevant knowledge articles when working on cases. You want to improve efficiency by providing agents with relevant article suggestions automatically based on the case details. Additionally, the solution should learn from agent feedback to improve suggestions over time. What should you implement?

Accepted Answer

Enable Copilot for Service to suggest knowledge articles based on case context and agent feedback.. Copilot for Service provides AI-driven knowledge suggestions that learn from feedback. Option A is wrong because Customer Service Insights provides analytics, not real-time suggestions. Option B is wrong because Copilot Studio is for chatbots, not agent assistance. Option D is wrong because manual tagging is inefficient and does not automate suggestions or learn from feedback.

Answer

Create a Customer Service Insights dashboard to show frequently used articles.

Answer

Build a custom chatbot using Copilot Studio that agents can query for articles.

Answer

Manually tag each case with relevant knowledge articles using a lookup field.

Question 9

Adventure Works, a B2B company, uses Dynamics 365 Sales to manage their sales pipeline. The sales team uses the forecasting feature to predict quarterly revenue. The sales manager noticed that the forecast amounts are often inaccurate because some sales representatives are not updating opportunity close dates and stages regularly. The manager wants to improve forecast accuracy by ensuring that opportunities are updated when they change. The manager also wants to use AI to predict which opportunities are likely to close and to get recommendations for next actions. Which two features should the administrator enable? (Choose TWO.)

Accepted Answer

Copilot for Sales. The administrator should enable Copilot for Sales (B) and Predictive forecasting (E) to improve forecast accuracy. Copilot for Sales uses AI to provide next-action recommendations and help sales teams prioritize opportunities. Predictive forecasting leverages AI to analyze historical data and opportunity attributes, producing more accurate revenue predictions based on regular updates. Sales playbooks (A) are guided processes, not AI-driven predictions. Power BI reports (C) are for visualization, not AI. Omnichannel for Customer Service (D) is unrelated to sales forecasting.

Answer

Sales playbooks

Answer

Power BI reports

Answer

Omnichannel for Customer Service

Question 10

Fabrikam Inc. is a software company that provides 24/7 support using Dynamics 365 Customer Service. They have a small team of 10 agents. Currently, support requests come via email only. They want to add live chat and phone support using Omnichannel for Customer Service. The requirements are: 1) Chat sessions should be automatically assigned to available agents. 2) Phone calls should be routed to agents who are currently free. 3) During off-hours, chat and phone should be redirected to a voicemail/email option. 4) Agents should be able to see customer history across channels. What is the minimal configuration needed?

Accepted Answer

Enable Omnichannel for Customer Service, configure workstreams for chat and voice, set up automatic case creation for off-hours messages. Omnichannel for Customer Service provides chat and voice routing via workstreams, and automatic case creation captures off-hours messages as email cases. Option A is wrong because manual assignment is not needed; Omnichannel's routing engine automatically assigns to available agents. Option B is wrong because SLAs measure response times but do not handle routing or off-hours redirection. Option C is wrong because implementing separate third-party systems adds unnecessary complexity and is not minimal; Omnichannel integrates both channels natively.

Answer

Create separate queues for chat and phone, assign agents manually, and use email for off-hours

Answer

Enable Omnichannel, configure workstreams for chat and voice, set up SLAs for response times

Answer

Implement a third-party chat and phone system, integrate via APIs, and use Power Automate

Question 11

Which TWO features are part of Dynamics 365 Sales Insights? (Choose two.)

Accepted Answer

Conversation Intelligence. Options B and E are correct. Conversation Intelligence (B) and Relationship Analytics (E) are both features of Dynamics 365 Sales Insights. Conversation Intelligence provides AI-powered call analysis, and Relationship Analytics offers insights into relationship health. Option A (Knowledge Base) is a feature of Dynamics 365 Customer Service. Option C (Lead Scoring) is a feature of Dynamics 365 Sales Insights but is not selected as one of the two correct answers here. Option D (Customer Journey) is a Marketing feature.

Answer

Knowledge Base

Answer

Lead Scoring

Answer

Customer Journey

Question 12

A company wants to use AI to analyze customer sentiment from support conversations. Which Dynamics 365 feature provides this capability?

Accepted Answer

Copilot for Customer Service. Copilot for Customer Service leverages AI to analyze customer sentiment from support conversations in real time. Option A (Omnichannel for Customer Service) provides a unified routing platform but does not include sentiment analysis. Option B (Customer Voice) is a survey tool, not for analyzing sentiment from conversations. Option C (Knowledge Base) is a repository of articles, not an AI sentiment analysis tool.

Answer

Omnichannel for Customer Service

Answer

Customer Voice

Answer

Knowledge Base

Question 13

An organization wants to automatically convert incoming emails from prospects into leads in Dynamics 365 Sales. Which feature should they configure?

Accepted Answer

Server-side sync. Server-side sync, when configured with email tracking rules, can automatically create leads from incoming emails based on predefined conditions (e.g., from specific senders or with specific keywords). Auto capture only suggests creating leads, requiring manual confirmation. Email engagement tracks email interactions, and Relationship assistant provides notifications but does not create records automatically.

Answer

Auto capture

Answer

Relationship assistant

Answer

Email engagement

Question 14

A field service company uses Dynamics 365 Field Service with Resource Scheduling Optimization (RSO). They notice that RSO is not assigning work orders to technicians who have the required skills, even though those technicians have availability. What is the most likely cause?

Accepted Answer

The RSO schedule board settings are configured to prioritize other resources based on distance or cost.. Resource Scheduling Optimization (RSO) prioritizes work orders based on configured schedule board settings such as distance, cost, or priority. If these settings favor other resources over the technicians with the required skills, RSO will assign work to those resources first, even if the skilled technicians are available. Option B is incorrect because geofencing is used for location tracking, not for assigning work orders. Option C is incorrect because the problem states that technicians have the required skills, so skill level is not an issue. Option D is incorrect because the technicians' work hours are set correctly, and RSO respects work hours; incorrect hours would cause a different issue.

Answer

Geofencing is enabled and the technicians are outside the service area.

Answer

The technicians have not been assigned the correct skill level.

Answer

The technicians' work hours are set incorrectly in their resource record.

Question 15

A customer service manager wants to view real-time performance metrics such as average handle time and number of cases resolved. Which dashboard should they use?

Accepted Answer

Omnichannel Conversation Dashboard. The Omnichannel Conversation Dashboard provides real-time performance metrics such as average handle time and active conversations, making it suitable for monitoring real-time KPIs. The Customer Service Historical Analytics dashboard (option A) offers historical data, not real-time. Option B (Power BI Service Analytics dashboard) is designed for sales analytics. Option D (Customer Voice dashboard) is for survey feedback.

Answer

Customer Service Historical Analytics dashboard

Answer

Power BI Service Analytics dashboard

Answer

Customer Voice dashboard

Question 16

Which THREE are benefits of using Dynamics 365 Customer Insights? (Choose three.)

Accepted Answer

AI-driven insights. Dynamics 365 Customer Insights leverages AI-driven insights to analyze customer data and predict behaviors, such as churn risk or next best action, using built-in machine learning models. This enables businesses to proactively engage customers based on data-driven predictions rather than reactive measures.

Answer

Inventory management

Answer

Automated invoice generation

Question 17

Adventure Works is a retail company using Dynamics 365 Sales to manage customer interactions. The sales team has 20 members and handles both B2B and B2C customers. The company wants to track customer engagement in real-time to identify high-value leads that are actively engaging with marketing emails and website content. Currently, the team relies on manual reports from the marketing department, which are often outdated. The sales manager wants to receive alerts when a lead's engagement score increases significantly, so the salesperson can reach out at the right time. Additionally, the company wants to automatically nurture leads with personalized email sequences based on their behavior. What should the administrator implement to meet these requirements?

Accepted Answer

Configure Sales Insights with engagement scoring and integrate with Dynamics 365 Marketing for automated email sequences.. Sales Insights provides real-time engagement scoring that tracks customer interactions with emails and website content, triggering alerts when scores increase significantly. Integrating with Dynamics 365 Marketing enables automated, behavior-based email sequences to nurture leads, directly meeting both requirements without manual reports.

Answer

Enable LinkedIn Sales Navigator integration to view customer activity and use Power Automate to send follow-up emails.

Answer

Use Power Automate to monitor customer interactions and create custom workflows to send alert emails to sales representatives.

Answer

Implement the Sales Hub app and configure offline sync to track customer activities in real-time.

Question 18

Which TWO apps are part of Dynamics 365 Customer Engagement? (Choose two.)

Accepted Answer

Dynamics 365 Customer Service. Dynamics 365 Customer Service (Option C) is a core customer engagement app that manages cases, service-level agreements, and omnichannel interactions. Dynamics 365 Sales (Option E) is another core customer engagement app that tracks leads, opportunities, and sales pipelines. Both are part of the Dynamics 365 Customer Engagement family, which focuses on front-office processes like sales, service, and marketing.

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Project Operations

Answer

Dynamics 365 Finance

Question 19

Which THREE of the following are capabilities provided by Dynamics 365 Customer Insights?

Accepted Answer

Data ingestion from multiple sources. Dynamics 365 Customer Insights provides a unified data ingestion pipeline that can connect to multiple sources such as Azure Data Lake, Dataverse, Power Query connectors, and custom APIs. This allows organizations to bring in customer data from CRM, ERP, transactional systems, and external sources into a single customer data platform (CDP) for analysis and activation.

Answer

Inventory management

Answer

Invoicing

Question 20

A technician uses the Field Service mobile app and reports that work orders are not syncing when offline. The technician has confirmed internet connectivity. What is the most likely cause?

Accepted Answer

The booking status is not set to a syncing state. In the Field Service mobile app, offline sync relies on the booking status transitioning to a state that triggers synchronization (e.g., 'In Progress' or 'Completed'). If the status remains in a non-syncing state, work orders will not sync even with internet connectivity. Option B is correct because the booking status must be set to a syncing state to initiate sync. Option C is incorrect because the mobile offline profile controls which data is available offline, not the sync trigger. Option D is incorrect because missing booking journal fields do not prevent sync. Option A is incorrect because time zone settings do not affect synchronization.

Answer

The technician's time zone is set incorrectly

Answer

The mobile offline profile is not assigned

Answer

The booking journal is missing required fields