MB-910 Practice Exam 52 — 20 Questions

Question 1

A company has customer data in Salesforce, a SQL database, and Excel files. They need to bring all this data into Dynamics 365 Customer Insights. What should they use?

Accepted Answer

Customer Insights data ingestion connectors. Customer Insights data ingestion connectors are purpose-built to import data from external sources like Salesforce, SQL databases, and Excel files directly into Dynamics 365 Customer Insights. These connectors support a wide range of data sources and handle the extraction, transformation, and loading (ETL) process, enabling unified customer profiles without requiring custom development.

Answer

Dual-write

Answer

Common Data Model

Answer

Dataflows in Power Platform

Question 2

A technician completes a work order and replaces a part. Which entity must be updated to reflect that the part was used from inventory?

Accepted Answer

Work Order Products. In Dynamics 365 Field Service, the Work Order Products entity is specifically designed to track parts and materials used from inventory during a work order. When a technician replaces a part, they must add a product record to the work order with the 'Line Status' set to 'Used' to decrement inventory and record the consumption. This ensures accurate inventory levels and billing.

Answer

Work Order Services

Answer

Inventory Journals

Answer

Work Order Incidents

Question 3

A sales representative wants to view a list of all activities related to a specific opportunity, including emails, phone calls, and meetings. Where should the representative look in Dynamics 365 Sales?

Accepted Answer

Timeline control on the opportunity record. The Timeline control on the opportunity record aggregates all activities—emails, phone calls, meetings, notes, and tasks—in a chronological feed directly within the record. This provides the sales representative with a single, real-time view of every interaction linked to that specific opportunity without needing to navigate to separate lists or queries.

Answer

Sales Insights dashboard

Answer

Associated View for activities

Answer

Activity entity in Advanced Find

Question 4

Which FOUR entities are standard in Dynamics 365 Sales? (Choose four.)

Accepted Answer

Competitor. Competitor, Quote, Lead, and Opportunity are all standard entities in Dynamics 365 Sales. Product Catalog is not a single entity but a collection of related entities (Product, Price List, Unit Group). Since the question asks for three, any three of these four standard entities are valid, but all four are indeed standard.

Answer

Product Catalog

Question 5

A sales team uses a custom entity 'Project' that has a lookup to 'Opportunity'. They want to see all Projects linked to an Opportunity in the Opportunity's timeline. What must you configure?

Accepted Answer

Set up timeline control on the opportunity form to include the Project entity. The timeline control in Dynamics 365 Sales automatically aggregates activities and notes from related entities, including custom entities with a lookup to the record. By configuring the timeline control on the Opportunity form to include the 'Project' entity, the system will display all Project records linked to that Opportunity directly in the timeline, without requiring additional development or manual configuration.

Answer

Add a subgrid of Projects on the opportunity form

Answer

Enable auto capture for the Project entity

Answer

Create a Power Automate flow to post project updates to the timeline

Question 6

A sales manager wants to see a real-time view of their team's pipeline and activities without navigating away from their daily work. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Sales Hub app. The Sales Hub app is the correct answer because it provides a unified, role-tailored workspace within Dynamics 365 Sales that allows sales managers to view real-time pipeline data, team activities, and key performance indicators without leaving their primary work interface. It integrates pipeline views, activity feeds, and dashboards directly into the daily workflow, eliminating the need to switch between separate applications or reports.

Answer

Lead management

Answer

Power BI dashboards

Answer

Sales Insights

Question 7

A company wants to use Customer Insights to improve customer retention. Which TWO features should they use?

Accepted Answer

Segments (based on churn risk). Segments based on churn risk (Option B) allow you to group customers who are likely to leave, enabling targeted retention campaigns. Predictive models, specifically the churn model (Option D), use historical data and machine learning to calculate a churn probability score for each customer, which directly feeds into those segments. Together, they provide the actionable intelligence needed to proactively intervene and improve retention.

Answer

Data profiling

Answer

Data sources configuration

Answer

Data exports to external systems

Question 8

Your organization uses Dynamics 365 Sales. Sales reps need to automatically log emails and meetings from Outlook into CRM records. Which feature should you enable?

Accepted Answer

Server-side synchronization. Server-side synchronization allows automatic synchronization of emails, appointments, and contacts between Dynamics 365 and Exchange. Option A (Export to Excel) is incorrect because it is for exporting data from Dynamics 365, not for syncing emails or meetings. Option C (Data Import Wizard) is incorrect because it is a data integration tool for importing data, not for email synchronization. Option D (Dynamics 365 App for Outlook) is incorrect because it requires manual tracking by users and does not provide automatic server-level sync.

Answer

Export to Excel

Answer

Data Import Wizard

Answer

Dynamics 365 App for Outlook

Question 9

Based on the exhibit, when will this flow trigger?

Accepted Answer

When an opportunity is closed as Won. The flow trigger is set to 'When an opportunity is closed as Won' because the exhibit shows the trigger condition 'When an opportunity is closed as Won' selected in the Power Automate trigger configuration. This means the flow will only execute when an opportunity's status is updated to 'Won' in Dynamics 365 Sales, not on creation, reopening, or loss.

Answer

When any opportunity is created

Answer

When an opportunity is reopened

Answer

When an opportunity is lost

Question 10

A customer calls and is frustrated because their issue has not been resolved. The agent wants to see the full history of interactions with this customer. Where should the agent look?

Accepted Answer

Case timeline. The Case timeline is the correct location because it provides a chronological, unified view of all interactions, communications, and activities related to a specific case, including emails, notes, phone calls, and system events. This allows the agent to quickly understand the full history of the customer's issue without navigating to multiple records.

Answer

Notes section

Answer

Related tab

Answer

Account record timeline

Question 11

Refer to the exhibit. A company has configured a business unit and two teams. A record is owned by a user who is not a member of either team. The record is shared with the Sales Team. Which users will have access to the record?

Accepted Answer

The record owner and user1, user2.. The record owner always has access to records they own, and the Sales Team has been explicitly granted shared access to the record. Since user1 and user2 are members of the Sales Team, they inherit the shared access. User3 is not a member of the Sales Team and has no other access mechanism, so they cannot see the record.

Answer

All users: owner, user1, user2, user3.

Answer

Only user1 and user2.

Answer

Only the record owner.

Question 12

WideWorldImporters is a wholesale distributor using Dynamics 365 Sales. Their sales team consists of outside reps who travel frequently and use mobile devices. The company wants to ensure that when a sales rep creates a new account or contact on their mobile device, it is immediately available to other reps in the same region. Additionally, they want to automatically capture email activities from Microsoft 365 and link them to the relevant CRM records. The administrator has enabled server-side synchronization. However, sales reps report that newly created records are not immediately visible to others, and emails are not being tracked consistently. What should the administrator verify first?

Accepted Answer

Check the offline sync settings for the mobile app. Offline sync settings control how often data syncs between mobile and server. If set to manual or infrequent, new records won't be visible immediately. Option B is wrong because email tracking is separate. Option C is wrong because security roles affect visibility but not sync frequency. Option D is wrong because duplicate detection checks for duplicates but doesn't affect sync.

Answer

Verify that server-side synchronization is configured for the user's mailbox

Answer

Review the security roles to ensure sharing permissions are correct

Answer

Check duplicate detection rules

Question 13

A marketing manager wants to use Dynamics 365 Customer Insights to create a segment of customers who have purchased a product in the last 30 days and have a high lifetime value score (above 80). The data resides in a unified customer profile entity that includes 'purchase date' and 'lifetime value score' fields. How should the manager build this segment?

Accepted Answer

Use the segment builder with conditions: purchase date is in last 30 days AND lifetime value score > 80.. Dynamics 365 Customer Insights allows users to build segments directly from the unified customer profile using the segment builder. The manager can add conditions on the 'purchase date' field (e.g., 'in the last 30 days') and the 'lifetime value score' field (e.g., 'greater than 80') to create a dynamic segment that automatically updates as data changes. This approach leverages the built-in time-based and numeric filters without needing additional relationships, measures, or enrichments.

Answer

Define a relationship between the customer and purchase tables.

Answer

Create a measure that calculates the average purchase date and lifetime value score.

Answer

Run an enrichment to add external data and then manually filter the list.

Question 14

Your organization needs to schedule a technician to repair a machine at a customer site. The repair requires a specific part that is currently out of stock. What should you do to ensure the part is available before the technician arrives?

Accepted Answer

Reserve the part from the warehouse using the inventory transfer functionality.. The inventory management capabilities in Dynamics 365 Field Service allow you to reserve parts from the warehouse using the inventory transfer functionality, ensuring the part is available before the technician arrives. Option A is incorrect because updating the work order status to 'In Progress' does not affect inventory availability. Option B is incorrect because Resource Scheduling Optimization assigns technicians but does not manage inventory. Option D is incorrect because creating a purchase order is for ordering new stock, not for reserving existing inventory.

Answer

Create a work order and update the status to 'In Progress'.

Answer

Use Resource Scheduling Optimization to assign the technician.

Answer

Create a purchase order for the part and mark the work order as requiring approval.

Question 15

A sales rep is working on a lead in Dynamics 365 Sales. The business process flow requires the rep to complete all steps in the 'Qualify' stage before moving to 'Develop'. What happens if the rep tries to advance without completing the steps?

Accepted Answer

The rep cannot move to the next stage until all steps are completed.. In Dynamics 365 Sales, business process flows enforce stage-level gating by default. The 'Qualify' stage is configured with required steps; the system prevents progression to the 'Develop' stage until all mandatory fields or actions in the current stage are completed. This ensures data completeness and process consistency.

Answer

The rep can move to the next stage without completing steps.

Answer

The lead is deleted.

Answer

The steps are automatically completed after 24 hours.

Question 16

A support team is using Dynamics 365 Customer Service to manage cases. They notice that when a customer replies to an email, a new case is created instead of updating the existing one. What is the most likely cause?

Accepted Answer

The queue's 'Update existing case based on email subject' setting is disabled. The Email-to-Case queue's advanced settings need to have 'Update existing case based on email subject' enabled to automatically associate replies with existing cases. Option A is wrong because the conversion rule controls how emails become cases, but not the specific update behavior. Option C is wrong because email templates are for outgoing emails. Option D is wrong because the entitlement defines support coverage, not case updates.

Answer

The customer's entitlement is expired

Answer

The email-to-case conversion rule is misconfigured

Answer

The email template is not set to link to the case

Question 17

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's customer journey functionality includes triggers based on email interactions, such as 'email opened'. This allows the journey to branch and send a follow-up only to those contacts who opened the initial email. Option D is incorrect because segmentation creates static groups based on criteria, not real-time interaction triggers. Option B is incorrect because while Power Automate can integrate, it is not the native or recommended way to set interaction-based triggers within a customer journey. Option C is incorrect because Copilot for Marketing assists with content generation, not journey logic or triggers.

Answer

Power Automate integration

Answer

Copilot for Marketing

Answer

Segmentation

Question 18

A sales manager wants to track the progress of a deal through its stages, from initial contact to closing. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Business process flows. Business process flows in Dynamics 365 Sales provide a guided sequence of stages and steps that align with a sales methodology, allowing the sales manager to track a deal's progress from initial contact through closing. Each stage can require specific data entry or actions, ensuring consistent deal progression and visibility into the pipeline.

Answer

Approval workflows

Answer

Sales territories

Answer

Sales goals

Question 19

Contoso Ltd. uses Dynamics 365 Customer Service to manage customer cases. Support agents are overwhelmed with phone calls and want to reduce call volume by offering self-service options. The company wants customers to find answers from knowledge articles, track their own cases, and submit service requests without contacting an agent. They also want to ensure that only authenticated customers can access these self-service features. You need to recommend a solution. What should you do?

Accepted Answer

Create a Power Pages portal and configure self-service features with authentication.. Creating a Power Pages portal (formerly Power Apps portal) integrated with Dynamics 365 Customer Service provides self-service capabilities for customers to access knowledge articles, track cases, and submit service requests. Authentication can be configured to require customer login, ensuring only authenticated users access these features. Option B is incorrect because a customer service queue is for agents, not customers. Option C is incorrect because a Power Automate flow can automate processes but does not provide a customer-facing portal. Option D is incorrect because a Power BI dashboard is for reporting and analytics, not for self-service interactions.

Answer

Create a new customer service queue and assign it to support agents.

Answer

Create a Power Automate flow to send case updates via email.

Answer

Create a Power BI dashboard to display case status to customers.

Question 20

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which capability in Dynamics 365 Sales should they use?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring uses machine learning to score leads based on their likelihood to convert, helping the sales manager prioritize leads. Option A (Sales Sequence) is a feature for guiding sales reps through a sequence of activities, not for scoring leads. Option C (Business Process Flow) standardizes steps in a sales process but does not predict conversion. Option D (Sales Copilot) is an AI assistant that provides insights and suggestions but does not specifically score leads.

Answer

Sales Sequence

Answer

Business Process Flow

Answer

Sales Copilot