MB-910 Practice Exam 53 — 20 Questions

Question 1

A marketing team wants to send a promotional email to customers who have a high likelihood of purchasing a new product. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Use a prediction model for purchase propensity. A prediction model for purchase propensity uses machine learning to analyze customer signals (e.g., browsing history, past purchases, demographics) and assign a probability score indicating how likely each customer is to buy a new product. This directly meets the marketing team's need to target high-likelihood customers, as it goes beyond simple historical data to predict future behavior.

Answer

Define a measure of average spend

Answer

Create a segment based on past purchases

Answer

Run data unification

Question 2

A retail company uses Dynamics 365 Customer Insights to unify customer data from online and in-store transactions. They want to define a customer segment based on customers who have made a purchase within the last 30 days and have a lifetime value above $500. Which feature should they use?

Accepted Answer

Create a segment based on conditions. Dynamics 365 Customer Insights allows you to define a segment based on conditions, such as combining a purchase recency filter (last 30 days) with a calculated lifetime value threshold (>$500). This uses the segment builder's rule-based logic to query unified customer profiles and transactional data, enabling precise targeting without custom code.

Answer

Create a measure

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Enrich customer profiles with demographic data

Answer

Create a prediction model

Question 3

You are a Dynamics 365 administrator. Which THREE actions can be performed using Copilot capabilities in Dynamics 365?

Accepted Answer

Summarize a customer case history. Copilot in Dynamics 365 can summarize a customer case history by using generative AI to extract key details from case notes, activities, and related records. This allows support agents to quickly understand the context without manually reading through lengthy histories, improving efficiency and response accuracy.

Answer

Create a Power Automate workflow

Answer

Assign security roles to users

Question 4

A company uses Dynamics 365 Customer Insights and wants to analyze customer lifetime value (CLV) across different product categories. They have transactional data with purchase amounts and dates. What should they create?

Accepted Answer

A measure to calculate CLV by product category. To analyze customer lifetime value (CLV) across different product categories, you need to create a measure in Dynamics 365 Customer Insights. Measures allow you to define custom calculations (e.g., sum of purchase amounts over time) and group them by attributes like product category, enabling the required analysis.

Answer

A segment for high-value customers

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A new data source for CLV

Answer

An enrichment from a third-party data provider

Question 5

During data unification, a large number of records are marked as 'unmatched'. The administrator wants to reduce this number. What is the best approach?

Accepted Answer

Adjust matching rules to be less strict. Adjusting matching rules to be less strict (e.g., lowering the similarity threshold or using fuzzy matching instead of exact match) allows more records to be considered as duplicates and merged, thereby reducing the number of unmatched records. In Dynamics 365 Customer Insights, matching rules define the conditions under which records from different data sources are considered the same customer profile, and making them less strict increases the recall of the unification process.

Answer

Increase the number of data sources

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Skip the unification step

Answer

Delete the unmatched records

Question 6

A retail company wants to unify customer data from their e-commerce platform, loyalty program, and in-store POS system to create a single customer view. Which Dynamics 365 tool should they use?

Accepted Answer

Dynamics 365 Customer Insights - Data. Dynamics 365 Customer Insights - Data is the correct tool because it is specifically designed to ingest, unify, and enrich customer data from multiple sources (e-commerce, loyalty, POS) into a single customer profile using identity resolution and data transformation pipelines. This creates a 360-degree view of the customer, which is the core requirement described in the question.

Answer

Dynamics 365 Customer Service

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Dynamics 365 Sales

Answer

Dynamics 365 Customer Voice

Question 7

A global enterprise wants to use Dynamics 365 Customer Insights to create a 360-degree customer view. They have data from Dynamics 365 Sales, Dynamics 365 Customer Service, and external loyalty systems. They also need to comply with GDPR and CCPA. Which THREE capabilities should they prioritize?

Accepted Answer

Use AI to create predictive segments and measure customer lifetime value. A is correct because Dynamics 365 Customer Insights uses AI to build predictive segments (e.g., churn risk) and calculate customer lifetime value (CLV) using historical and behavioral data. This directly supports the goal of a 360-degree customer view by enriching unified profiles with forward-looking insights.

Answer

Provide real-time chat support to customers

Answer

Automate LinkedIn lead generation campaigns

Question 8

Refer to the exhibit. An administrator configured lead qualification settings in Dynamics 365 Sales. When a lead is qualified, what records are automatically created?

Accepted Answer

Account, Contact, and Opportunity. The exhibit shows 'createAccountForQualifiedLead', 'createContactForQualifiedLead', and 'createOpportunityForQualifiedLead' all set to true, meaning Account, Contact, and Opportunity are automatically created when a lead is qualified. Option A is wrong because it includes Account and Contact but omits Opportunity. Option C is wrong because it includes Lead (which is the source record, not a new record), Contact, and Opportunity but omits Account. Option D is wrong because it includes Account and Opportunity but omits Contact.

Answer

Account and Contact only

Answer

Lead, Contact, and Opportunity

Answer

Account and Opportunity only

Question 9

You are reviewing the exhibit of a Customer Insights - Data entity definition. The company wants to create a segment of customers whose TotalPurchaseAmount is greater than 1000. Which attribute should be used in the segment condition?

Accepted Answer

TotalPurchaseAmount. The segment condition requires an attribute that stores the total purchase amount for each customer. In Dynamics 365 Customer Insights - Data, the TotalPurchaseAmount attribute is a numeric measure that can be directly compared using a greater-than operator. Using any other attribute, such as CustomerId, FirstName, or Email, would not evaluate the purchase amount condition.

Answer

CustomerId

Answer

FirstName

Answer

Email

Question 10

A company wants to use AI to calculate the likelihood that a customer will churn. Which Customer Insights feature should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights use machine learning to analyze historical customer data and calculate the likelihood of future outcomes, such as churn. This feature specifically builds a binary classification model that outputs a churn probability score for each customer, enabling proactive retention efforts.

Answer

Measures

Answer

Segmentation

Answer

Enrichment

Question 11

A field service manager receives reports that technicians are not completing work orders on time. The manager notices that some work orders are scheduled for a technician who is on vacation. Which feature should the manager use to prevent this issue?

Accepted Answer

Configure Resource Scheduling Optimization to automatically assign work orders.. Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service can automatically assign work orders based on technician availability, skills, and location. By configuring RSO to respect technician schedules (including vacation time), the system prevents assigning work orders to unavailable technicians, directly addressing the manager's issue.

Answer

Use the Field Service mobile app to view technician availability.

Answer

Use the schedule board to manually assign work orders.

Answer

Adjust scheduling parameters to require manager approval for all assignments.

Question 12

A marketing team wants to create a segment of customers who have made a purchase in the last 30 days. Which Customer Insights capability should they use?

Accepted Answer

Segmentation. Segmentation in Dynamics 365 Customer Insights allows you to define a dynamic segment based on conditions such as 'purchase date in the last 30 days.' This capability directly queries the unified customer profile and transaction data to create a targeted group of customers for marketing campaigns.

Answer

Predictive scoring

Answer

Data unification

Answer

Measures

Question 13

A marketing team wants to send personalized email campaigns based on customer interactions. Which Dynamics 365 Marketing feature should they use?

Accepted Answer

Customer Insights - Journeys. Customer Insights - Journeys (formerly known as Dynamics 365 Marketing's real-time journeys) is the correct feature because it enables marketers to create personalized, multi-channel campaigns that trigger based on real-time customer interactions, such as email opens, website visits, or event registrations. Unlike static email sends, Journeys uses customer data from Customer Insights to dynamically adapt the content and flow of the campaign to each individual's behavior.

Answer

Marketing Forms

Answer

Segmentation

Answer

Email Marketing

Question 14

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

Accepted Answer

Data unification. Data unification is the correct capability because it is specifically designed to reconcile and merge customer records from disparate data sources—such as e-commerce platforms, loyalty programs, and POS systems—into a single, unified customer profile. This process uses matching rules, deduplication, and conflict resolution to create a 360-degree view of each customer, which is the core requirement described in the question.

Answer

Power BI integration

Answer

Marketing segmentation

Answer

Customer Voice

Question 15

A support manager uses this query in a Power BI report: 'Group cases by account, calculate the total number of cases and the average resolution time, filter to accounts with more than 10 cases, and sort by longest average resolution time descending.' What insight does this query provide?

Accepted Answer

Accounts with the highest case volumes and longest resolution times. The query likely filters or aggregates case data to show accounts with a high number of cases and longest average resolution times, directly providing insight into accounts with high case volumes and slow resolution. Option B is incorrect because the query focuses on high case volumes, not low case counts for proactive outreach. Option C is incorrect because the query does not show trends over time; it shows a snapshot of volumes and resolution times per account. Option D is incorrect because the query does not analyze root causes; it only lists accounts and their resolution times.

Answer

Accounts that need proactive outreach due to low case count

Answer

Trend of case creation over time

Answer

Root causes of slow resolution times

Question 16

A manufacturing company uses Dynamics 365 Sales to manage its sales pipeline. The sales process has several stages: Prospecting, Qualification, Proposal, Negotiation, and Closed Won/Lost. The sales manager wants to ensure that opportunities are moved through the stages consistently and that the team follows best practices. Currently, sales representatives manually update opportunity stages, and sometimes they skip stages or move opportunities to Closed Won without completing required activities. The manager wants to enforce a standard process that requires certain fields to be completed before moving to the next stage, and also wants to automate follow-up tasks. Which feature should the administrator configure to meet these requirements?

Accepted Answer

Business process flows. Business process flows (D) provide a guided experience that enforces stage progression, requires specific fields to be completed before moving to the next stage, and can trigger automated follow-up tasks via workflows or Power Automate. This directly addresses the need to prevent skipping stages and ensure best practices are followed consistently.

Answer

Workflows (classic)

Answer

Business rules

Answer

Sales sequences

Question 17

A manufacturing company uses Dynamics 365 Sales and Customer Insights. They want to identify customers who are likely to churn based on support ticket volume and purchase recency. Which Customer Insights feature should they use to build this analysis?

Accepted Answer

Predictive models. A is correct because Predictive models in Dynamics 365 Customer Insights use built-in machine learning to analyze historical data—such as support ticket volume and purchase recency—and generate a churn probability score for each customer. This allows the company to proactively identify customers at risk of churning without requiring custom data science work.

Answer

Measures

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Segments

Answer

Enrichment

Question 18

A company uses Dynamics 365 Customer Service and wants to ensure that premium customers get priority support. Which TWO configurations should they use?

Accepted Answer

Define entitlements for premium customers. Options A and B are correct because entitlements define the support level and services that a customer is entitled to, and routing rules can ensure that cases from premium customers are routed to a dedicated queue for priority handling. Option C is incorrect because SLAs set service level targets (like response time) but do not prioritize routing. Option D is incorrect because creating a separate queue is part of routing, but the configuration that prioritizes is the routing rule itself; moreover, simply having a queue does not automatically prioritize. Option E is incorrect because Copilot is an AI assistant that helps agents, not a priority mechanism.

Answer

Set up SLAs with shorter response times

Answer

Create a separate queue for premium customers

Answer

Enable Copilot for premium customers

Question 19

Which TWO of the following are valid data source types in Dynamics 365 Customer Insights?

Accepted Answer

Microsoft Excel. Microsoft Excel is a valid data source type in Dynamics 365 Customer Insights because it supports importing data from flat files, including .xlsx and .csv formats, via the ingestion pipeline. This allows users to bring in customer data from spreadsheets for unification and segmentation without requiring a database connection.

Answer

Oracle Database

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Salesforce

Answer

Adobe Analytics

Question 20

Adventure Works Cycles is a retail company that uses Dynamics 365 Sales. They have a simple sales process: leads are qualified, then converted to opportunities, then quotes are generated, and finally orders are created. The sales manager wants to report on the average time it takes for an opportunity to move from the 'Qualify' stage to the 'Propose' stage. The system currently uses a standard Business Process Flow (BPF) for opportunities with stages: Qualify, Develop, Propose, Close. The manager wants to track the duration in each stage. What should the administrator do to enable this reporting?

Accepted Answer

Use the Business Process Flow stage duration fields in a custom report. Dynamics 365 Sales includes built-in Business Process Flow (BPF) stage duration fields (e.g., 'Stage Duration (Minutes)') that automatically track the time spent in each stage. These fields are stored on the opportunity entity and can be used in custom reports or Power BI to calculate the average time from 'Qualify' to 'Propose' without manual effort or custom development.

Answer

Enable Timeline and manually calculate durations

Answer

Create a custom workflow to log timestamps when stages change

Answer

Use the out-of-the-box Opportunity report