MB-910 Practice Exam 55 — 20 Questions

Question 1

A sales manager wants to analyze the sales pipeline and identify deals that are at risk of not closing on time. Which dashboard type should they use?

Accepted Answer

Sales Pipeline dashboard.. The Sales Pipeline dashboard is specifically designed to visualize the sales pipeline, including deal stages, expected close dates, and revenue amounts. It provides at-a-glance insights into which deals are progressing as expected and which are stalled or at risk of slipping, enabling the sales manager to take proactive action.

Answer

Sales Manager Goal dashboard.

Answer

Sales Activity dashboard.

Answer

Lead Generation dashboard.

Question 2

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. 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

Answer

Activities

Answer

Segments

Question 3

Your sales team uses Dynamics 365 Sales and wants to receive automatic notifications when a high-priority lead is created. Which feature should you configure?

Accepted Answer

Power Automate flow. Power Automate flow is the correct feature because it enables the sales team to create automated, event-driven workflows that trigger notifications when specific conditions are met, such as the creation of a high-priority lead. Unlike classic workflows or business rules, Power Automate provides flexible, modern integration with external systems and supports real-time triggers, making it ideal for sending automatic notifications via email, Teams, or mobile push alerts.

Answer

Classic workflow

Answer

Copilot

Answer

Business rule

Question 4

The exhibit shows a Power Automate flow triggered when a lead is created. The lead source option set values are: 1=Phone, 2=Web, 3=Referral. A lead with source 'Referral' is created. What will happen?

Accepted Answer

An email is sent to the manager requesting assignment. The flow is triggered when a lead is created, and the condition checks if the lead source equals 'Referral' (value 3). Since the lead source is 'Referral', the condition is true, and the flow proceeds to the 'Send an email' action, which sends an email to the manager requesting assignment. The lead is not directly assigned by the flow; only the email notification is sent.

Answer

The lead is assigned to the manager

Answer

The flow does not run because the lead source is not Web

Answer

The lead is assigned to the sales team

Question 5

Drag and drop the steps to set up a Power Automate flow triggered by a Dynamics 365 record change into the correct order.

Accepted Answer

Select a trigger (e.g., When a record is created or modified), then define conditions (optional), then add actions (e.g., send email, update record), then save and enable the flow.. Setting up a flow involves selecting a trigger, defining conditions, adding actions, and enabling.

Answer

Define conditions first, then select a trigger, then add actions, then save and enable.

Answer

Add actions first, then select a trigger, then define conditions, then save and enable.

Answer

Save and enable first, then select a trigger, then define conditions, then add actions.

Question 6

A salesperson wants to see the probability of closing an opportunity based on the sales stage. Which field on the opportunity record should they review?

Accepted Answer

Probability. The Probability field on an opportunity record in Dynamics 365 Sales displays the likelihood of closing the deal, which is automatically calculated based on the sales stage or manually set by the salesperson. This directly answers the salesperson's need to see the probability of closing an opportunity by stage.

Answer

Budget Amount

Answer

Est. Revenue

Answer

Close Date

Question 7

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

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring is a core feature of Dynamics 365 Sales Insights that uses machine learning models to analyze historical lead data and assign a score indicating the likelihood of conversion. This helps sales teams prioritize high-value leads and improve efficiency by focusing on leads most likely to close.

Answer

Business Process Flows

Answer

Goal Management

Answer

Email Templates

Question 8

A retail company wants to create a unified customer profile by combining data from their online store, loyalty program, and in-store purchases. Which Dynamics 365 Customer Insights capability should they use?

Accepted Answer

Run data unification. The 'Run data unification' capability in Dynamics 365 Customer Insights is specifically designed to ingest data from multiple sources (e.g., online store, loyalty program, in-store purchases) and match, merge, and deduplicate records to create a single, unified customer profile. This process uses matching rules and deduplication logic to resolve identities across disparate systems, directly addressing the requirement for a combined customer view.

Answer

Create a prediction model

Answer

Define a measure

Answer

Create a segment

Question 9

A customer service agent needs to quickly access knowledge articles while working on a case. Which feature allows the agent to view relevant articles without leaving the case form?

Accepted Answer

Knowledge Base Search control. (Service Schedule) is used for scheduling service activities, not for knowledge articles. Option B (Copilot pane) provides AI-powered suggestions but does not directly enable article search. Option C (Knowledge Base Search control) allows agents to search and view articles directly from the case form. Option D (Timeline control) displays activities and notes, not knowledge base articles.

Answer

Service Schedule

Answer

Copilot pane

Answer

Timeline control

Question 10

An administrator needs to configure a service-level agreement (SLA) that automatically escalates a case if it is not resolved within 4 hours of creation. What should they create?

Accepted Answer

An SLA KPI instance with a failure action to escalate. An SLA KPI (Key Performance Indicator) instance tracks metrics like resolution time. By configuring a failure action on the KPI, the system can automatically escalate the case when the KPI fails (e.g., not resolved within 4 hours). This is the correct time-based escalation mechanism. Option A is incorrect because a routing rule set determines initial assignment, not escalation. Option C is incorrect because a queue with high-priority routing affects assignment priority but does not trigger escalation after a delay. Option D is incorrect because classic workflows are legacy and less integrated with SLA management; SLA KPIs provide native escalation actions.

Answer

A routing rule set with a condition on case age

Answer

A queue with a high-priority routing rule

Answer

A classic workflow with a wait condition

Question 11

A sales team wants to ensure that opportunities are consistently moved through stages based on predefined steps and requirements. Which feature should they use?

Accepted Answer

Business process flows. Business process flows in Dynamics 365 Sales provide a guided experience that ensures opportunities move through predefined stages with required steps, data entry, and conditions. This feature enforces consistency by mapping each stage to specific fields and actions, preventing sales reps from skipping critical steps.

Answer

Sales Insights sequences

Answer

Pipeline view

Answer

Workflows

Question 12

Which TWO features in Dynamics 365 Field Service help dispatchers optimize technician schedules to reduce travel time and costs? (Select two.)

Accepted Answer

Resource Scheduling Optimization. Options A and E are correct. Resource Scheduling Optimization (A) automatically optimizes schedules based on constraints like travel time and technician skills to reduce travel costs. Territory Management (E) organizes resources and customers into geographical territories to minimize travel distance. Option B (Connected Field Service) is IoT-related for remote monitoring. Option C (Customer Portal) is a self-service portal for customers. Option D (Inventory Management) handles stock and parts.

Answer

Connected Field Service

Answer

Customer Portal

Answer

Inventory Management

Question 13

A sales organization wants to use AI to prioritize leads that are most likely to convert. The data shows that leads from email campaigns have a higher conversion rate. What should they configure?

Accepted Answer

Predictive Lead Scoring model. Predictive Lead Scoring (D) uses machine learning to analyze historical data—such as conversion rates by lead source—and automatically assign a score indicating likelihood to convert. This directly addresses the requirement to prioritize leads based on data showing email campaigns have higher conversion rates, as the model learns from that pattern without manual rules.

Answer

Copilot

Answer

Sequence

Answer

Manual lead scoring based on email campaign source

Question 14

Which TWO capabilities are included in Dynamics 365 Sales?

Accepted Answer

Lead and opportunity management. Lead and opportunity management is a core capability of Dynamics 365 Sales, enabling sales teams to track potential customers from initial interest through the sales pipeline. This includes capturing leads, qualifying them, and managing opportunities with stages, probabilities, and activities to drive conversions.

Answer

Financial reporting

Answer

Inventory management

Answer

Email marketing

Question 15

A sales rep wants to send a personalized quote to a customer directly from Dynamics 365 Sales. The quote should include line items with prices and discounts. Which entity should the rep use to create the quote?

Accepted Answer

Opportunity. In Dynamics 365 Sales, quotes are created from opportunities because the opportunity entity captures the sales context (customer needs, budget, timeline) and serves as the parent record for generating a quote with line items, prices, and discounts. The 'Quote' entity is directly accessible from the opportunity record via the 'Quote' subgrid or the 'Create Quote' command, ensuring that the quote inherits relevant opportunity data.

Answer

Lead

Answer

Order

Answer

Invoice

Question 16

A sales manager wants to track the effectiveness of different marketing campaigns in generating leads that convert to opportunities. Which feature in Dynamics 365 Sales should be used to attribute opportunities to specific campaigns?

Accepted Answer

Campaigns. In Dynamics 365 Sales, the Campaign entity is specifically designed to track marketing activities and measure their effectiveness. By associating leads and opportunities with a campaign, the sales manager can directly attribute which marketing campaigns generated leads that converted into opportunities, enabling ROI analysis.

Answer

Marketing Lists

Answer

Segments

Answer

Quick Campaigns

Question 17

Which TWO of the following are AI-powered features available in Dynamics 365 Customer Insights?

Accepted Answer

Predictive models for churn and purchase propensity. Dynamics 365 Customer Insights includes AI-powered predictive models that analyze historical customer data to forecast behaviors such as churn and purchase propensity. These models use machine learning algorithms to generate scores and insights directly within the Customer Insights platform, enabling proactive engagement strategies.

Answer

Email response sentiment analysis

Answer

Lead scoring

Answer

Anomaly detection in transaction data

Question 18

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

Accepted Answer

Create the queue, Specify the queue type, Add members to the queue, Activate the queue. Setting up a queue involves creating it, specifying type, adding members, and activating.

Answer

Specify the queue type, Create the queue, Add members to the queue, Activate the queue

Answer

Create the queue, Add members to the queue, Specify the queue type, Activate the queue

Answer

Create the queue, Specify the queue type, Activate the queue, Add members to the queue

Question 19

A customer service agent wants to use AI to get suggested responses to a customer's email. Which Dynamics 365 feature provides this capability?

Accepted Answer

Copilot. Copilot in Dynamics 365 Customer Service uses generative AI to analyze incoming email context and suggest relevant, context-aware replies for the agent. This feature directly provides suggested responses to customer emails, leveraging natural language processing to draft replies that the agent can review and send.

Answer

Customer Voice

Answer

Power Virtual Agents

Answer

Knowledge Base

Question 20

You are a Customer Insights administrator for a healthcare organization. The organization has strict data privacy requirements. They need to ensure that customer profiles containing sensitive health information are not exported to external systems without proper consent. The current configuration includes a segment called 'HealthDataSegment' that contains patients with specific conditions. The marketing team wants to export this segment to a third-party email marketing tool for a campaign. However, the compliance officer has mandated that no health data should leave the Customer Insights environment without explicit consent. What should you do to meet the compliance requirement while still allowing the marketing campaign?

Accepted Answer

Create a data policy in Customer Insights that restricts export of health attributes, and then export the segment excluding those attributes. Dynamics 365 Customer Insights allows administrators to create data policies that restrict the export of specific attributes (e.g., health data) from segments. By defining a policy that excludes health-related attributes from the 'HealthDataSegment' export, you comply with the consent requirement while still allowing the marketing team to export the segment (minus sensitive data) to the third-party email marketing tool.

Answer

Disable export for the segment and use only in-app campaigns

Answer

Use data masking in the export destination

Answer

Remove all health-related attributes from the customer profiles