MB-910 Practice Exam 57 — 20 Questions

Question 1

A support manager wants to ensure that cases are automatically routed to agents based on the case origin, the product selected on the case, and the customer's preferred language. The manager also wants to prioritize cases from premium customers. Which Dynamics 365 Customer Service feature should be configured?

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

Accepted Answer

Unified routing with workstreams and routing rules. Unified routing is the comprehensive solution for automatically routing cases based on multiple attributes like origin, product, and language, and for prioritizing by customer tier. It uses workstreams to define the routing logic and can incorporate skills, capacity, and prioritization rules. The other options are either manual, limited to simple rules, or only a subset of the full routing capability.

Answer

Skill-based routing in Omnichannel for Customer Service

Answer

Queue-based routing with manual assignment

Answer

Case creation rules in the Customer Service admin center

Question 2

Your organization is rolling out Dynamics 365 Customer Service for an internal helpdesk. You need to describe which capabilities are provided by the Customer Service Hub to stakeholders. Which TWO capabilities should you include? (Choose two.)

Accepted Answer

Unified case management with queues and routing. The Customer Service Hub delivers unified case management with queues and routing plus an embedded knowledge base for authoring and searching articles. These two capabilities directly support an internal helpdesk. Opportunity forecasting belongs to Sales, customer journeys belong to Customer Insights, and technician dispatch belongs to Field Service, so those are capabilities of other apps and not part of the Customer Service Hub rollout.

Answer

Opportunity pipeline forecasting for revenue projections

Answer

Real-time marketing customer journeys with email branching

Answer

Field technician scheduling and work order dispatch boards

Question 3

A customer service organization wants to provide agents with a single interface that shows a list of their active cases, a timeline of recent customer interactions, and a knowledge base search pane, all on one screen without navigating away. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Customer Service workspace. Customer Service workspace is designed to give agents a single, tabbed interface where they can view their cases, see a timeline of interactions, and search knowledge without leaving the screen. The other options either serve different purposes (analytics, omnichannel communication) or represent older interfaces that do not provide the same level of consolidation.

Answer

Omnichannel for Customer Service agent dashboard

Answer

Unified Interface customer service hub

Answer

Dynamics 365 Customer Service Insights

Question 4

You are a system administrator at Fabrikam. The company wants to provide customers with a self-service portal where they can search for knowledge articles and create cases. Which Dynamics 365 Customer Service feature should you implement?

Accepted Answer

Customer self-service portal. The customer self-service portal is the correct feature to provide customers with a self-service interface for knowledge search and case creation. It is built on Power Apps portals and integrates with Dynamics 365 Customer Service. Customer Service workspace and Omnichannel are agent-focused, while unified routing is for assignment. Only the self-service portal enables external users to access knowledge and create cases.

Answer

Customer Service workspace

Answer

Omnichannel for Customer Service

Answer

Unified routing

Question 5

A sales manager at Fabrikam wants to see a visual summary of the sales pipeline, including the number of opportunities at each stage and their estimated revenue, without building a custom report. Which built-in Dynamics 365 Sales feature should the manager use?

Accepted Answer

Sales pipeline chart. The sales pipeline chart is the correct built-in feature because it directly visualizes opportunities by stage with counts and estimated revenue, requiring no custom report authoring. Power BI and Excel exports involve extra configuration or manual steps, and Customer Voice addresses feedback collection rather than pipeline analysis.

Answer

Excel template export

Answer

Customer Voice survey

Answer

Power BI report

Question 6

A business analyst at a healthcare organization is using Dynamics 365 Customer Insights - Data to create a measure that calculates the total number of appointments per customer. They have a unified customer profile and an activity table containing appointment records. Which tool should they use to define this measure?

Accepted Answer

The measure builder. The measure builder is the correct tool for defining custom calculations like total appointments per customer. It uses unified customer profiles and related activity tables to compute measures. The segment builder, data ingestion wizard, and enrichment hub serve different purposes and cannot create measures.

Answer

The data ingestion wizard

Answer

The enrichment hub

Answer

The segment builder

Question 7

A customer service team wants to ensure that cases are automatically routed to agents based on their skills, capacity, and availability. They also want to prioritize cases from high-value customers. Which feature should they configure in Dynamics 365 Customer Service?

Accepted Answer

Unified routing. Unified routing is the feature that automatically assigns cases to agents based on skills, capacity, and availability, and it can prioritize work based on customer value or other attributes. By configuring unified routing with appropriate rules and queues, the team can ensure cases reach the right agents efficiently and high-value customers receive priority treatment.

Answer

Entitlements

Answer

Service-level agreements (SLAs)

Answer

Omnichannel for Customer Service

Question 8

A customer service agent at Contoso is handling a case and needs to find a documented solution that has been used successfully in similar cases. The agent wants to search a repository of articles directly from the case form and quickly insert the solution into an email reply. Which capability in Dynamics 365 Customer Service should the agent use?

Accepted Answer

Knowledge management. Knowledge management is the correct capability because it provides a centralized repository of articles that agents can search, view, and use directly within the case form. This allows the agent to find a documented solution and insert it into an email reply, improving efficiency and consistency. Timeline, queues, and dashboards do not offer these knowledge search and insertion features.

Answer

Dashboard

Answer

Queue

Answer

Timeline

Question 9

A field service technician is onsite at a customer location and needs to capture the customer's signature after completing a repair. The technician uses the Field Service mobile app. Which feature should the technician use to capture the signature?

Accepted Answer

Customer Signature. The Field Service mobile app includes a Customer Signature control that technicians can use to capture a signature on the device. This signature is attached to the work order and serves as proof of service completion and customer approval. It is the standard way to obtain sign-off in the field.

Answer

Service Task

Answer

Booking Timestamp

Answer

Work Order Incident

Question 10

A company uses Dynamics 365 Field Service. They want to provide customers with a self-service portal where customers can view the status of their service appointments and receive proactive notifications. Which Field Service capability should they implement?

Accepted Answer

Customer Portal. The Customer Portal is a Dynamics 365 Field Service capability that provides a self-service web interface for customers. It allows customers to view their work orders, appointments, and service history, and it supports notifications and communication. This directly fulfills the need for customers to check appointment status and receive proactive updates without contacting the service organization.

Answer

IoT Central integration

Answer

Field Service mobile app

Answer

Schedule Board

Question 11

A Dynamics 365 administrator is evaluating the capabilities of Dynamics 365 Customer Service. Which TWO features are native to the Customer Service Hub for managing cases? (Choose two.)

Accepted Answer

Unified routing to automatically assign cases to queues and agents. Dynamics 365 Customer Service natively includes SLAs for tracking response and resolution times, and unified routing for automatic case assignment to queues and agents. Email marketing journeys belong to Customer Insights - Journeys, field technician scheduling belongs to Field Service, and opportunity pipeline management belongs to Sales. These latter features are not part of the Customer Service Hub's case management capabilities.

Answer

Opportunity pipeline management

Answer

Field technician scheduling and dispatch

Answer

Email marketing journeys for promotional campaigns

Question 12

A customer service manager at a healthcare provider wants cases to be automatically routed to agents based on the skills required to resolve them, such as billing, clinical triage, or technical support. Which Dynamics 365 Customer Service capability should the manager configure?

Accepted Answer

Unified routing with skill-based rules. Unified routing is the Dynamics 365 Customer Service feature that combines work classification, skill matching, and capacity rules to assign cases automatically. By defining skill requirements and routing rules, the manager can ensure billing, clinical, and technical cases reach agents with the right expertise, which is precisely the scenario described.

Answer

Case queues with manual assignment

Answer

Entitlement channels

Answer

Knowledge article suggestions

Question 13

A sales representative at Adventure Works uses Dynamics 365 Sales and has just finished a phone call with a customer. The rep needs to log the call, set a follow-up meeting, and link both to the existing opportunity. The rep wants to minimize data entry and ensure all activities are associated with the opportunity. What is the most efficient way to accomplish this?

Accepted Answer

Use the Timeline control on the opportunity record to create a phone call and then a meeting.. Using the Timeline control on the opportunity record is the most efficient method because it allows the sales rep to create and associate both the phone call and the follow-up meeting directly to the opportunity. This ensures proper linkage and reduces navigation, meeting the requirement to minimize data entry and maintain association.

Answer

Create a phone call activity from the opportunity record and then create a meeting from the phone call record.

Answer

Create a new opportunity for the follow-up and add the phone call and meeting as notes.

Answer

Create a task from the main Activities menu and then convert it to a phone call and meeting.

Question 14

A dispatcher at a field service company wants to schedule a work order for a technician who has the right skills and is geographically closest to the customer. Which Dynamics 365 Field Service feature should the dispatcher use to automatically find the best technician?

Accepted Answer

Universal Resource Scheduling with the Schedule Assistant. The Schedule Assistant within Universal Resource Scheduling evaluates work order requirements such as skills, territory, and location to present a ranked list of available technicians. The dispatcher can then book the most suitable resource. This directly addresses the need to automatically find the best technician for a single work order, unlike batch optimization or IoT-driven features.

Answer

Field Service mobile app offline mode

Answer

Connected Field Service with IoT Central

Answer

Schedule Board with Resource Scheduling Optimization

Question 15

A sales operations specialist at Northwind is configuring Dynamics 365 Sales to support the opportunity sales process. The specialist needs to understand which record types can be directly associated with an opportunity to build a complete quote-to-close workflow. Which two record types can be directly linked to an opportunity as part of this workflow? (Choose two.)

Accepted Answer

Quote. Quotes and competitors both have supported direct associations with an opportunity. Quotes drive the pricing and proposal stage, while competitors capture rival presence for win/loss insight. Invoices attach to orders, cases belong to service, and marketing lists target audiences, so none of those three belong in the opportunity workflow as direct links.

Answer

Invoice

Answer

Marketing list

Answer

Case

Question 16

A marketing analyst at a subscription-based meal kit company is building a segment in Dynamics 365 Customer Insights - Data. The analyst wants to include customers who have placed at least three orders in the last 90 days and who have not canceled their subscription. Which tool should the analyst use to define this segment?

Accepted Answer

Segment builder with drag-and-drop attributes and measures. The segment builder is the dedicated tool for defining customer segments based on attributes, measures, and relationships. It supports conditions like order count within a time period and subscription status, and the resulting segment updates as data refreshes. Other tools are for data transformation, manual review, or metric calculation, and do not create dynamic segments.

Answer

Power Query editor to transform and filter customer records

Answer

Measure builder to create a calculated metric for order frequency

Answer

Customer profile page to manually tag customers matching the criteria

Question 17

A software company uses Dynamics 365 Sales. Marketing wants webinar registrants who attend at least 30 minutes to be routed to a business development representative (BDR) within the same day, while no-shows receive a nurture email. The webinar platform can post attendance duration to a web endpoint. Which combination should you implement?

Accepted Answer

Create a lead from the webinar payload and use a real-time marketing journey with a trigger on the attendance attribute to branch to a BDR assignment or a nurture email. Real-time marketing journeys are event-driven, so a trigger fired by the webinar payload can evaluate attendance duration within seconds and branch accordingly. Registrants meeting the thirty-minute threshold can be routed to a BDR, while no-shows follow the nurture path. Because the lead is created from the payload, the attendance attribute is available for the branch condition and the same-day requirement is achievable.

Answer

Configure a lead scoring model that increases the score when the webinar activity is completed

Answer

Use a Sales accelerator sequence that sends a phone call task to every registrant the next morning

Answer

Import the attendance file nightly and use a scheduled segment in outbound marketing to send both emails

Question 18

A customer intelligence analyst is exploring the capabilities of Dynamics 365 Customer Insights – Data. The analyst wants to understand which features are available for enriching unified customer profiles and for using those profiles in downstream processes. Which TWO capabilities are provided by Customer Insights – Data? (Choose two.)

Accepted Answer

Enrich customer profiles with partner data such as demographics and interests.. Customer Insights – Data provides enrichment through partner data and the ability to export segments and measures to Microsoft Dataverse. These capabilities allow organizations to enhance unified profiles and make them available to other Dynamics 365 applications. Email campaigns, case management, and native Power BI authoring are handled by other services, so they are not features of Customer Insights – Data.

Answer

Build and publish Power BI reports natively within Customer Insights – Data without external tools.

Answer

Manage customer service cases and track resolution times within Customer Insights – Data.

Answer

Create and send personalized email campaigns directly from the Customer Insights – Data interface.

Question 19

A field service organization is implementing Dynamics 365 Field Service. They need to ensure that technicians can access work order details, customer asset history, and service tasks while offline. They also want to enable dispatchers to automatically suggest the best technician for a work order based on skills and location. Which two features should they configure? (Choose two.)

Accepted Answer

Schedule Assistant in Universal Resource Scheduling. To meet the offline access requirement, the Field Service mobile app offline mode is necessary. To automatically suggest the best technician based on skills and location, the Schedule Assistant within Universal Resource Scheduling is the correct tool. Other features like Connected Field Service, Resource Scheduling Optimization, and the web app do not address these specific needs.

Answer

Field Service web app

Answer

Resource Scheduling Optimization

Answer

Connected Field Service with IoT Hub

Question 20

A sales representative at Contoso is working on an opportunity that has multiple products. The representative needs to create a formal quote that includes pricing and product details. Which record should the representative create from the opportunity?

Accepted Answer

Quote. A quote is the correct record because it is specifically designed to present product and pricing information to a customer. It is created from an opportunity and can be converted to an order and then an invoice as the sales process progresses. The other records serve later stages or are internal line items.

Answer

Opportunity product

Answer

Order

Answer

Invoice