MB-910 Practice Exam 54 — 20 Questions

Question 1

Wide World Importers uses Dynamics 365 Sales and Customer Service. The sales team uses Copilot for Sales to draft email replies and get opportunity summaries. The customer service team uses Copilot to suggest knowledge articles. Recently, a user reported that Copilot is not generating any suggestions for a specific case. The case has a subject and description filled in, and knowledge articles exist on similar topics. The administrator checked the Copilot configuration and found that it is enabled for Customer Service. What is the most likely reason Copilot is not providing suggestions?

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

Accepted Answer

The user's security role does not have read permission on knowledge articles.. Copilot for Customer Service requires the user's security role to have read permission on the knowledge article entity to retrieve and suggest articles. If the user lacks this permission, Copilot will not generate suggestions even if the case is populated and Copilot is enabled. Option B is incorrect because the user is already using Copilot for Sales, indicating they have a Copilot license. Option C is incorrect because the administrator verified that Copilot is enabled for Customer Service. Option D is incorrect because knowledge article search is automatically enabled when Copilot is configured for Customer Service; no additional search configuration is required.

Answer

The user does not have a Copilot license assigned.

Answer

Copilot is not enabled for the Customer Service app.

Answer

The knowledge article search is not configured in Copilot settings.

Question 2

You are a Dynamics 365 Sales administrator. The company has a complex product catalog with many products and price lists. Salespeople often struggle to find the correct products and prices when creating quotes. You need to simplify the quote creation process to ensure salespeople can quickly add products with the correct price. The solution should also enforce that only products from the approved price list are used. What should you do?

Accepted Answer

Create product bundles and associate them with a default price list.. Creating product bundles allows grouping related products, and associating them with a default price list ensures that only products from the approved price list are used. This simplifies quote creation by presenting a curated selection of products with correct pricing. Option A is incorrect because custom views do not enforce price list restrictions and can be cumbersome to maintain. Option B is incorrect because calculated fields can auto-populate price but do not restrict product selection to only approved price lists. Option C is incorrect because disabling the price list lookup might lead to using incorrect prices for different customers or scenarios.

Answer

Create separate custom views for each product category.

Answer

Use calculated fields to auto-populate price based on product.

Answer

Disable the price list lookup on the quote and use a default price list.

Question 3

Refer to the exhibit. A work order is created in Dynamics 365 Field Service with the JSON snippet shown. What can be determined about this work order?

Accepted Answer

The work order is scheduled with a specific technician and travel time.. The JSON snippet includes a resource (John Doe), start and end times, and travel time, indicating the work order is scheduled with a specific technician and travel time. Option A is wrong because the work order is already scheduled, not unscheduled. Option B is wrong because the priority is High, not Low. Option D is wrong because the work order summary indicates a replacement, not an installation.

Answer

The work order is unscheduled and requires dispatch.

Answer

The work order has a low priority.

Answer

The work order is for installing a new pump motor.

Question 4

A sales manager wants to assign leads automatically to salespeople based on the lead's geographic region. Which feature should be used?

Accepted Answer

Routing Rule Set. Routing Rule Sets in Dynamics 365 Sales allow automatic assignment of leads to salespeople based on conditions such as geographic region. This feature uses a rule-based engine to evaluate lead attributes (e.g., country, state) and route the lead to the appropriate owner or queue, ensuring efficient distribution without manual intervention.

Answer

Queue

Answer

Workflow

Answer

Sales Team

Question 5

You are a customer service administrator for a mid-sized company using Dynamics 365 Customer Service. The support team has been receiving a high volume of cases related to password resets, account unlock requests, and other common IT issues. These cases are taking up significant time for your tier-1 agents, causing longer wait times for more complex issues. Management wants to reduce the workload on agents while maintaining customer satisfaction. You need to implement a solution that allows customers to resolve these common issues themselves without contacting an agent. The solution should be easy to set up and maintain, and should integrate with the existing case management system. What should you do?

Accepted Answer

Create a chatbot using Power Virtual Agents and configure it to handle password reset and account unlock requests. Power Virtual Agents (now part of Microsoft Copilot Studio) allows you to quickly create a chatbot without coding, which can be configured to handle common IT self-service tasks like password resets and account unlock requests. This chatbot can be integrated directly with Dynamics 365 Customer Service to automatically create or update cases, reducing the workload on tier-1 agents while maintaining customer satisfaction through immediate self-resolution.

Answer

Build a custom self-service portal using Power Apps and publish knowledge base articles

Answer

Hire additional tier-1 agents to handle the increased volume

Answer

Configure automatic case resolution rules to close cases after a set time

Question 6

A sales organization wants to use AI to predict which opportunities are likely to close and recommend next best actions. Which Dynamics 365 Sales feature should they implement?

Accepted Answer

Predictive Lead and Opportunity Scoring. Predictive Lead and Opportunity Scoring uses AI models to analyze historical data and identify patterns that indicate which opportunities are most likely to close. It also provides recommended next best actions based on those predictions, directly matching the organization's requirement to predict closure likelihood and suggest actions.

Answer

Copilot for Sales

Answer

Email Engagement

Answer

Relationship Analytics

Question 7

Your organization uses Dynamics 365 Sales. You need to ensure that sales representatives can quickly create a quote from an existing opportunity. What should you use?

Accepted Answer

Generate Quote from opportunity. In Dynamics 365 Sales, the 'Generate Quote from opportunity' feature allows sales representatives to create a quote directly from an existing opportunity by automatically populating the quote with the opportunity's products, pricing, and customer details. This streamlines the sales process and ensures data consistency, eliminating the need for manual data entry.

Answer

Sales Literature

Answer

Product Catalog

Answer

Create a new quote manually

Question 8

Your organization uses Dynamics 365 Sales and wants to automate the assignment of leads to sales reps based on territory and product interest. What should you use?

Accepted Answer

Routing Rule Set. A Routing Rule Set in Dynamics 365 Sales is specifically designed to automatically assign leads to sales reps based on predefined criteria such as territory and product interest. It evaluates the lead attributes against the rules and routes the lead to the appropriate owner or queue, enabling efficient lead distribution without manual intervention.

Answer

Business Process Flow

Answer

Queue

Answer

Workflow

Question 9

Which THREE are capabilities of Dynamics 365 Customer Insights?

Accepted Answer

Unified customer profile from multiple data sources. Dynamics 365 Customer Insights is a customer data platform (CDP) that ingests data from multiple sources—such as transactional systems, web interactions, and CRM—to create a unified customer profile. This profile consolidates disparate data into a single, 360-degree view of each customer, enabling personalized engagement and analytics.

Answer

Customer service case management

Answer

Email campaign creation and sending

Question 10

An organization uses Dynamics 365 Customer Insights - Data. They want to ensure that the customer profiles are enriched with demographic data from a third-party provider. Which THREE steps are necessary to set up enrichment? (Choose three.)

Accepted Answer

Select the fields to be enriched. In Dynamics 365 Customer Insights - Data, when setting up enrichment, you must select the specific fields (e.g., demographic attributes like age, income, or location) from your customer profile that you want to enrich with third-party data. This step defines which existing attributes will be updated or supplemented by the enrichment provider.

Answer

Create an export destination for the enriched data

Answer

Define a matching rule to merge enriched data

Question 11

You are a Dynamics 365 administrator for a mid-sized manufacturing company. The sales team uses Dynamics 365 Sales to manage leads and opportunities. Recently, the VP of Sales requested a dashboard that shows the total estimated revenue of all open opportunities grouped by sales stage. The dashboard should update automatically as data changes. You have created a personal dashboard using the built-in chart designer. However, the VP wants the dashboard to be visible to all sales users without manual sharing. What should you do?

Accepted Answer

Recreate the dashboard as a system dashboard.. A system dashboard is automatically shared with all users who have appropriate roles, meeting the VP's requirement without manual sharing. Option B is wrong because while a Power BI report with auto-refresh could work, it requires additional licensing and setup, and the question specifically asks for a solution using the built-in chart designer. Option C is wrong because exporting a chart as an image and posting it in Teams is a manual process and does not provide an automatically updating dashboard. Option D is wrong because sharing a personal dashboard individually still requires manual sharing, which does not achieve automatic visibility for all sales users.

Answer

Create a Power BI report embedded in Dynamics 365 with auto-refresh.

Answer

Export the chart as an image and post it in a Microsoft Teams channel.

Answer

Share the personal dashboard with each sales user individually.

Question 12

A company wants to use Dynamics 365 Customer Insights to send personalized marketing emails based on customer behavior. Which integration is most appropriate?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing is the correct integration because it is purpose-built to orchestrate customer journeys and send personalized marketing emails based on behavioral data from Customer Insights. Customer Insights provides unified customer profiles and AI-driven insights, which Dynamics 365 Marketing consumes via real-time segmentation and triggers to deliver tailored communications.

Answer

Power Automate

Answer

Power Apps

Answer

Power BI

Question 13

A company uses Dynamics 365 Customer Insights - Journeys to run a multi-channel campaign. They want to send an SMS message to contacts who have an opt-in for SMS. Which entity should they use to store the consent status for each channel?

Accepted Answer

Contact. In Dynamics 365 Customer Insights - Journeys, consent for communication channels like SMS is stored directly on the Contact entity. Each contact record contains dedicated fields (e.g., 'Do not bulk email', 'Do not bulk SMS') that capture opt-in or opt-out status per channel. When a journey sends an SMS message, it checks the contact's SMS consent field to ensure compliance before delivering the message.

Answer

Lead

Answer

Account

Answer

Segment

Question 14

A sales manager wants to automatically qualify leads based on the lead's company size and industry. The system should update the lead status to 'Qualified' when criteria are met. What feature should the administrator use?

Accepted Answer

Lead Scoring. Lead Scoring in Dynamics 365 Sales allows administrators to define scoring models that automatically evaluate leads based on attributes like company size and industry. When a lead's score reaches a predefined threshold, the system can automatically update the lead status to 'Qualified'. This is the correct feature because it directly supports criteria-based lead qualification without manual intervention.

Answer

Business Rules

Answer

Connectors

Answer

Workflows

Question 15

A support agent needs to see a complete timeline of customer interactions including emails, phone calls, and past cases while working on a new case. Which Dynamics 365 Customer Service feature provides this view?

Accepted Answer

Timeline. Timeline. The Timeline feature in Dynamics 365 Customer Service provides a chronological view of all customer interactions including emails, phone calls, and past cases, directly on the case record. This allows support agents to quickly access the full history without switching screens. Option A is incorrect because knowledge articles offer self-help content, not interaction history. Option C is incorrect because Copilot for Service is an AI assistant that provides suggestions and automation, not a timeline view. Option D is incorrect because queues are used for case routing and assignment, not for displaying interaction history.

Answer

Knowledge article

Answer

Copilot for Service

Answer

Queue

Question 16

A company uses Dynamics 365 Customer Insights - Data to unify customer records. They want to enrich their customer profiles with data from external sources. Which THREE enrichment sources are available in Customer Insights - Data? (Choose three.)

Accepted Answer

Experian. Experian is a third-party data provider integrated with Dynamics 365 Customer Insights - Data, allowing organizations to enrich customer profiles with demographic, financial, and lifestyle data. This enrichment source is available out-of-the-box to append external attributes to unified customer records, improving segmentation and personalization.

Answer

Sales Insights

Answer

Power Query

Question 17

A customer data platform administrator notices that duplicate customer records appear after unification. They want to review and adjust the matching rules. Where in Customer Insights can they do this?

Accepted Answer

Data unification. In Dynamics 365 Customer Insights, the matching rules that determine how duplicate customer records are identified and merged during the unification process are configured within the Data unification section. Specifically, after selecting data sources and mapping fields, the administrator defines match conditions (e.g., exact or fuzzy matching on email, phone) under the 'Match' step. Adjusting these rules directly controls how duplicates are detected and resolved during unification.

Answer

Duplicate detection

Answer

Data sources

Answer

Admin settings

Question 18

You are a Dynamics 365 Customer Service administrator for a financial services company. The company uses Omnichannel for Customer Service to handle customer inquiries via chat and phone. The compliance team requires that all customer interactions are recorded and stored for auditing purposes, including chat transcripts and phone call recordings. Additionally, the recordings must be retained for at least seven years. The company uses Microsoft Purview for compliance and data governance. You need to configure the system to meet these requirements. Which action should you take?

Accepted Answer

Enable recording and retention policies in Microsoft Purview and integrate with Dynamics 365 Customer Service.. Microsoft Purview integrates with Dynamics 365 Customer Service to enable recording of chat transcripts and phone call recordings, and allows you to set retention policies to meet the seven-year requirement. Option A is incorrect because Customer Service Insights is an analytics tool and does not handle recording or retention. Option C is incorrect because while Azure Blob Storage can store recordings, it requires custom development via Power Automate, whereas Purview provides a direct, built-in compliance solution. Option D is incorrect because Copilot for Service is an AI assistant feature, not a logging or retention mechanism.

Answer

Use Customer Service Insights to export reports of interactions and store them in a SharePoint document library.

Answer

Store call recordings in Azure Blob Storage and implement a custom retention policy using Power Automate.

Answer

Configure Copilot for Service to log all interactions and store them in a custom database.

Question 19

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 20

A support manager reviews the case exhibit. The case has a 'Gold-High-SLA' SLA applied. The manager wants to verify that the SLA terms are appropriate. What should the manager check next?

Accepted Answer

Verify the SLA definition for Gold-High-SLA. The manager needs to verify that the SLA definition for 'Gold-High-SLA' contains the appropriate response and resolution times for Gold customers. Option A is incorrect because the entitlement end date being expired would affect SLA applicability, but the manager is checking appropriateness of terms, not validity. Option B is incorrect because Copilot is not a tool used to suggest or manage SLA definitions; it's an AI assistant for insights. Option C is incorrect because SLA calculation is triggered when the case is created or modified, not only when closed.

Answer

Check that the entitlement end date is not expired

Answer

Ask Copilot to suggest a better SLA

Answer

Ensure the case is closed to trigger SLA calculation