MB-910 Practice Exam 51 — 20 Questions

Question 1

A company is implementing Dynamics 365 Customer Insights and wants to ensure that customer data privacy regulations, such as GDPR, are adhered to. Which feature should they configure to allow customers to request deletion of their data?

Accepted Answer

Enable the data privacy feature to handle deletion requests. Option C is correct because Dynamics 365 Customer Insights includes a dedicated data privacy feature that provides a built-in mechanism to handle data subject requests (DSRs) under GDPR. This feature allows administrators to process deletion requests by searching for a customer's data across the system and permanently removing it, ensuring compliance with privacy regulations without custom development.

Answer

Configure consent management for each customer

Answer

Set up data retention policies

Answer

Create a customer segment for deletion flags

Question 2

A marketing manager wants to use Dynamics 365 Customer Insights to create a segment of 'High-Value Customers' based on a combination of purchase frequency and average order value. The data is unified, but the manager is unsure how to build the segment. What is the recommended approach?

Accepted Answer

Use the Segment Builder to create a dynamic segment using measures for purchase frequency and average order value. Option D is correct because Dynamics 365 Customer Insights provides a Segment Builder specifically designed to create dynamic segments based on measures like purchase frequency and average order value. This allows the marketing manager to define conditions using pre-built or custom measures without writing code, ensuring the segment updates automatically as data changes.

Answer

Write a SQL query in the data management interface

Answer

Use Power Automate to filter customers based on purchase history

Answer

Manually tag each high-value customer profile in the customer card

Question 3

A retail company uses Dynamics 365 Customer Insights to unify customer data from their e-commerce platform, loyalty program, and in-store POS system. After data ingestion, they notice that the same customer appears with slightly different names and addresses across sources. Which feature should they use to resolve these duplicates and create a single customer profile?

Accepted Answer

Match and merge. Option C is correct because the 'Match and merge' feature in Dynamics 365 Customer Insights is specifically designed to identify duplicate customer records across different data sources (e-commerce, loyalty, POS) by using matching rules (e.g., fuzzy matching on name and address) and then merging them into a single, unified customer profile. This resolves the issue of slightly different names and addresses by deduplicating and consolidating the data.

Answer

Data profiling

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Activities

Answer

Segments

Question 4

A marketing team at a manufacturing company uses Customer Insights to create a segment of customers who have purchased a specific product in the last 30 days. They want to send a promotional email to this segment. However, the segment results are empty even though they know customers have purchased the product within that timeframe. What is the most likely cause?

Accepted Answer

The segment has not been refreshed since the purchases were ingested. In Dynamics 365 Customer Insights, segments are static snapshots of customer data at the time of creation or last refresh. Even if purchase data has been ingested into the system, the segment will not automatically include those new records until it is explicitly refreshed. Since the segment results are empty despite known purchases, the most likely cause is that the segment has not been refreshed after the purchases were ingested.

Answer

The data retention policy is set to 7 days

Answer

The data source is offline

Answer

The segment definition is incorrect

Question 5

A company wants to use Customer Insights to enrich customer profiles with external demographic data. Which feature should they use to bring in this external data?

Accepted Answer

Data sources. To enrich customer profiles with external demographic data in Dynamics 365 Customer Insights, you use the 'Data sources' feature. This allows you to connect to and ingest data from external systems, such as third-party demographic providers, by configuring a new data source (e.g., via Power Query connectors). The ingested data is then unified into the customer profile, enabling enrichment without needing custom code.

Answer

Relationships

Answer

Measures

Answer

Predictions

Question 6

Match each Microsoft Dynamics 365 component to its primary function.

Question 7

Match each Dynamics 365 deployment option to its description.

Question 8

A retail company wants to unify customer data from their e-commerce platform, in-store POS system, and loyalty program into a single customer profile in Dynamics 365 Customer Insights. Which step should they perform first?

Accepted Answer

Ingest data sources into Customer Insights. Before any unification, segmentation, or analysis can occur, the raw customer data from the e-commerce platform, POS system, and loyalty program must first be brought into Dynamics 365 Customer Insights. Option C, 'Ingest data sources into Customer Insights,' is the foundational step because the system requires the data to be present before it can perform identity resolution, create unified profiles, or apply any downstream processes like enrichment or measure calculation.

Answer

Configure the enrichment service

Answer

Create a customer segment

Answer

Define measures for key performance indicators

Question 9

A retail company uses Dynamics 365 Customer Insights to unify customer data from their online store, loyalty program, and in-store POS systems. After unification, they notice that some customers have duplicate profiles. What is the most likely cause and recommended action?

Accepted Answer

Review and adjust the match rules used during the data unification process. Duplicate profiles after unification typically occur when the match rules (deduplication rules) are not configured precisely enough to identify that two records represent the same customer. In Dynamics 365 Customer Insights, the unification process uses these rules to merge profiles based on attributes like email or phone; if the rules are too loose or missing key identifiers, duplicates persist. Adjusting the match rules—such as setting exact match on email or using fuzzy matching with appropriate thresholds—resolves the issue without altering source data.

Answer

Re-run the data unification process without any changes

Answer

Manually delete duplicate customer records from the source systems

Answer

Contact Microsoft support to increase the deduplication limit

Question 10

A company is planning to use Dynamics 365 Customer Insights to enrich customer profiles with external demographic data. Which TWO of the following are valid methods to bring in external data? (Choose two.)

Accepted Answer

Use an OData connector to pull data from a partner data provider. Option A is correct because Dynamics 365 Customer Insights supports OData connectors, which can pull data from external partner data providers. OData is a standardized RESTful protocol that allows seamless integration of external datasets, such as demographic enrichment sources, into Customer Insights profiles.

Answer

Connect to Azure Data Lake only via Dataflows

Answer

Import from Excel Online using a direct connection

Answer

Synchronize data from LinkedIn Sales Navigator

Question 11

A company uses Dynamics 365 Customer Insights and notices that some customer records are duplicated after unification. They want to reduce duplicates without losing data. What should they do?

Accepted Answer

Modify the matching rules to be stricter. Modifying the matching rules to be stricter reduces the number of false-positive duplicates by requiring more fields to match (e.g., adding email and phone to name matching). This preserves all data while preventing unnecessary merges, unlike deletion or manual processes. In Dynamics 365 Customer Insights, matching rules define which profile attributes are compared during unification, and stricter rules increase precision without data loss.

Answer

Delete all duplicate records from the source systems

Answer

Increase the confidence score threshold for matching

Answer

Run the deduplication process manually

Question 12

Which TWO actions are supported by Dynamics 365 Customer Insights?

Accepted Answer

Unifying customer data from multiple sources. Dynamics 365 Customer Insights is a customer data platform (CDP) designed to unify customer data from disparate sources such as CRM, ERP, and marketing systems into a single, comprehensive view. It supports enriching these unified customer profiles with external data (e.g., demographic or behavioral data from third-party providers) to enhance segmentation and personalization. Creating sales orders, managing inventory, and processing payroll are operational tasks handled by other Dynamics 365 applications like Sales, Supply Chain Management, and Finance, respectively.

Answer

Creating sales orders

Answer

Managing inventory levels

Answer

Processing payroll

Question 13

Drag and drop the steps to create a knowledge article in Dynamics 365 Customer Service into the correct order.

Question 14

A company has configured a data unification rule as shown in the exhibit. After running the process, they find that customers with the same email but different phone numbers are not being merged. What is the most likely reason?

Accepted Answer

The Email field values contain slight differences like leading/trailing spaces. Option C is correct because leading or trailing spaces in the Email field cause exact match comparisons to fail, even though the values appear identical visually. Customer Insights data unification rules use exact matching by default unless fuzzy matching is explicitly configured, so any whitespace discrepancy prevents the rule from recognizing duplicate records. Trimming or normalizing the Email field before matching would resolve this issue.

Answer

Deduplication is not enabled for the rule

Answer

The fuzzy match on Phone is overriding the exact match on Email

Answer

The output entity is not correctly configured

Question 15

Drag and drop the steps to set up a customer service queue in Dynamics 365 Customer Service Hub into the correct order.

Question 16

A customer contacts support about a recurring issue. The agent wants to quickly find if a knowledge article exists for this issue. Where should the agent look first?

Accepted Answer

Use the knowledge base search within the case form. The knowledge base search within the case form is the most direct and efficient way for an agent to find a relevant knowledge article while working on a case. In Dynamics 365 Customer Service, the knowledge base search control is embedded directly in the case form, allowing the agent to search for articles without leaving the case context. This integration uses the same search index as the main knowledge base, ensuring the agent sees the most current and relevant articles for the issue.

Answer

Check the case timeline for notes

Answer

Review the customer's chat transcripts

Answer

Look up the customer's account record

Question 17

A company is implementing Dynamics 365 Customer Service. Which THREE features are available out-of-the-box to improve agent productivity?

Accepted Answer

Case management. Case management is a core out-of-the-box feature in Dynamics 365 Customer Service that enables agents to create, track, and resolve customer issues efficiently. It provides a structured workflow for handling cases, including automatic case creation from emails, case routing, and resolution tracking, which directly improves agent productivity by reducing manual effort and ensuring consistent handling.

Answer

Omnichannel for Customer Service

Answer

Automated machine learning

Question 18

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. Option D is correct because 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

Question 19

Which TWO capabilities are included in Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Knowledge management (C) is a core capability in Dynamics 365 Customer Service because it allows agents to create, store, and search for articles, FAQs, and solutions directly within the service console, enabling faster issue resolution and consistent responses. Case management (D) is the foundational capability that tracks customer issues from creation through resolution, including routing, SLA enforcement, and escalation, making it essential for any customer service implementation.

Answer

Social media management

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Sales forecasting

Answer

Live chat

Question 20

A support agent needs to temporarily escalate a case to a senior engineer without reassigning ownership. The senior engineer should be able to view and collaborate on the case. What should the agent do?

Accepted Answer

Add the senior engineer as a case participant. Option C is correct because adding the senior engineer as a case participant in Dynamics 365 Customer Service allows them to view and collaborate on the case without transferring ownership. This maintains the original agent as the owner while granting the senior engineer access to contribute, which is the exact requirement for temporary escalation without reassignment.

Answer

Route the case to a queue the senior engineer monitors

Answer

Reassign the case to the senior engineer

Answer

Create a child case and link it