MB-910 Practice Exam 57 — 20 Questions

Question 1

A company needs to enforce that premium customers get a response within 2 hours and standard customers within 8 hours. How should this be configured in Dynamics 365 Customer Service?

Accepted Answer

Create SLA KPIs with conditions based on customer tier. Service Level Agreements (SLAs) in Dynamics 365 Customer Service allow you to define KPIs with specific conditions, such as customer tier, that enforce different response times. Option A is correct. Option B is incorrect because queues route work but do not enforce time limits. Option C is incorrect because entitlements define support terms (like number of cases) but not time-based enforcement. Option D is incorrect because the Customer Service schedule sets business hours but does not enforce response time targets.

Answer

Set up queues and assign agents accordingly

Answer

Configure entitlements with different service levels

Answer

Use the Customer Service schedule to define business hours

Question 2

A company uses Dynamics 365 Customer Insights - Data to manage customer data. Which TWO features are part of Customer Insights - Data? (Select TWO.)

Accepted Answer

Data unification. Data unification is a core feature of Dynamics 365 Customer Insights - Data that allows you to ingest data from multiple sources, map fields, and merge duplicate records into a single, unified customer profile. This process uses matching rules and deduplication logic to create a 360-degree view of each customer, which is essential for downstream analytics and segmentation.

Answer

Event management

Answer

Email marketing

Answer

Journey orchestration

Question 3

A business analyst wants to calculate the average order value for customers in a specific segment within Dynamics 365 Customer Insights. Which feature should they use to create this calculation?

Accepted Answer

Create a measure. A measure in Dynamics 365 Customer Insights allows you to define custom calculations, such as the average order value, based on existing data entities. Measures aggregate data (e.g., sum, count, average) across customer profiles or transactions, enabling segment-specific metrics without modifying the underlying data source.

Answer

Build a prediction model

Answer

Data source configuration

Answer

Enrich profiles with demographic data

Question 4

Which TWO features are available in Dynamics 365 Customer Insights to help understand customer behavior?

Accepted Answer

Predictions. D is correct because the Predictions feature in Dynamics 365 Customer Insights uses built-in AI models to analyze historical customer data and forecast behaviors such as churn, conversion likelihood, and next best action. This directly helps organizations understand and anticipate customer behavior without requiring custom machine learning development.

Answer

Admin settings

Answer

Data sources

Answer

Data unification

Question 5

A sales manager notices that some opportunities are stuck in the 'Qualify' stage for weeks. They want to automatically move opportunities to a different stage if no activity occurs for 14 days. What should they use?

Accepted Answer

Power Automate flow. Power Automate flows can be triggered by a condition such as 'no activity for 14 days' on an opportunity record. They can then automatically update the stage field to move the opportunity to a different stage, providing the automation needed without manual intervention.

Answer

SLA

Answer

Business rule

Answer

Copilot

Question 6

Which TWO actions can be performed using the Copilot in Dynamics 365 Sales?

Accepted Answer

Draft an email reply to a customer. Copilot in Dynamics 365 Sales uses generative AI to assist sellers with common tasks. Drafting an email reply to a customer is a core Copilot capability, as it can analyze the context of a conversation or record and generate a personalized draft. Summarizing a sales opportunity is another primary feature, where Copilot extracts key details from the opportunity record (e.g., status, products, next steps) to provide a concise overview.

Answer

Create a custom entity

Answer

Automatically update opportunity stage

Answer

Configure routing rules

Question 7

Your sales team uses a custom field 'Deal Size' on the Opportunity entity. You need to ensure that when a deal is won, the revenue is automatically updated in the corresponding Account. What should you implement?

Accepted Answer

Real-time workflow on Opportunity status change. A real-time workflow on the Opportunity entity can be configured to trigger when the status changes to 'Won'. This workflow can then update the revenue field on the related Account record synchronously, ensuring the Account reflects the won deal's revenue immediately without requiring user intervention or additional licensing.

Answer

Power Automate cloud flow

Answer

Business Process Flow

Answer

Calculated field on Account

Question 8

A sales rep is working on a large opportunity and needs to collaborate with team members from different departments. They want to share documents and track changes within Dynamics 365. What should they use?

Accepted Answer

Microsoft Teams integration. Microsoft Teams integration within Dynamics 365 enables real-time collaboration by allowing sales reps to share documents, co-author, and track changes directly from the opportunity record. This integration syncs conversations, files, and meeting notes, providing a unified workspace for cross-departmental teams without leaving the CRM environment.

Answer

OneDrive for Business

Answer

SharePoint document management

Answer

Yammer

Question 9

A company uses Dynamics 365 Sales and wants to integrate with a third-party email marketing system to automatically create leads when a recipient clicks a link. What is the recommended approach?

Accepted Answer

Use Power Automate to listen for the click event and create a lead. Power Automate is the recommended approach because it can listen for an external HTTP trigger (e.g., a webhook from the email marketing system when a link is clicked) and then create a lead record in Dynamics 365 Sales. This provides a flexible, low-code integration without requiring direct synchronization or custom development, aligning with Microsoft's modern integration strategy.

Answer

Configure Server-Side Synchronization with the marketing system

Answer

Use Marketing Lists and Quick Campaigns

Answer

Create a custom action in Dynamics 365

Question 10

A marketing team wants to use Customer Insights to predict which customers are likely to purchase a new product within the next 30 days. They have historical purchase data, web browsing behavior, and demographic data. What type of prediction should they create?

Accepted Answer

Custom model (binary classification). The marketing team needs to predict a binary outcome (will purchase vs. will not purchase) within a specific time window (30 days). Customer Insights' Custom model (binary classification) is designed for exactly this scenario, allowing you to train a model on historical purchase data, web browsing behavior, and demographic data to predict a yes/no outcome. Product recommendation and conversion likelihood models are not available as built-in prediction types in Customer Insights, and churn prediction focuses on existing customers leaving, not new product adoption.

Answer

Product recommendation model

Answer

Customer churn model

Answer

Conversion likelihood model

Question 11

During a lead qualification, a salesperson needs to capture the exact reason why a lead was not qualified. Which field should be used?

Accepted Answer

Disqualification Reason. The 'Disqualification Reason' field in Dynamics 365 Sales is specifically designed to capture the exact reason a lead was disqualified, such as 'Budget Unavailable' or 'No Longer Interested'. This field is a standard system field on the lead entity and is automatically populated when a lead is disqualified, ensuring the reason is recorded for reporting and analysis.

Answer

Lead Source

Answer

Status Reason

Answer

Description

Question 12

A sales team is struggling with low conversion rates from leads to opportunities. They want to use historical data to identify which lead attributes are most predictive of conversion. Which feature should they use?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (B) uses historical data and machine learning to analyze lead attributes (e.g., industry, company size, engagement) and calculate a score indicating the likelihood of conversion. This directly addresses the need to identify which attributes are most predictive, enabling the sales team to prioritize high-potential leads.

Answer

Lead Management

Answer

Sales Sequence Designer

Answer

Relationship Intelligence

Question 13

A retailer uses Customer Insights to track customer interactions across online and offline channels. They notice that some customers have duplicate profiles. What is the first step to resolve this?

Accepted Answer

Run data unification with appropriate matching rules. Customer Insights provides a built-in data unification process that uses matching rules to identify and merge duplicate customer profiles. This is the recommended first step to resolve duplicates, as it leverages the platform's deduplication capabilities without manual intervention or data export.

Answer

Export data to Excel and deduplicate there

Answer

Create a segment of duplicates

Answer

Delete the duplicate profiles manually

Question 14

Which THREE features are available in Dynamics 365 Customer Service? (Choose THREE.)

Accepted Answer

Unified Routing. Unified Routing is a core feature in Dynamics 365 Customer Service that intelligently distributes incoming work items (cases, chats, messages) to the most appropriate agent or queue based on skills, presence, and capacity. It replaces legacy routing with a modern, rules-based engine that ensures efficient assignment and reduced resolution times.

Answer

Lead Scoring

Answer

Segmentation

Question 15

Which TWO capabilities does the Sales Copilot provide?

Accepted Answer

Summarize a meeting from a Teams transcript. Sales Copilot, integrated with Microsoft Teams, can automatically summarize meeting discussions from Teams transcripts, extracting key insights and action items directly into the CRM record. This leverages AI to reduce manual note-taking and ensure sales teams capture critical context from customer interactions.

Answer

Auto-capture emails to timeline

Answer

Create pipeline analytics dashboards

Answer

Predict lead scores

Question 16

A sales team is implementing Dynamics 365 Sales and wants to use AI-driven insights to identify the best next actions for closing deals. Which feature should they use?

Accepted Answer

Copilot for Sales. Copilot for Sales is the correct feature because it uses generative AI and contextual data from Dynamics 365 and Microsoft 365 to suggest the best next actions, such as drafting emails, scheduling follow-ups, or summarizing deal progress. This directly addresses the need for AI-driven insights to identify next actions for closing deals, as it proactively recommends steps based on real-time CRM data and conversation context.

Answer

Predictive scoring

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Relationship analytics

Answer

Sales Insights

Question 17

Based on the exhibit, which AI feature is NOT enabled for opportunities?

Accepted Answer

Sentiment Analysis. Sentiment Analysis is a feature available in Dynamics 365 Sales Insights for analyzing customer sentiment in real-time during calls or from text, but it is not specifically listed as an enabled AI feature for opportunities in the exhibit. The exhibit shows Recommended Next Steps, Auto Capture, and Predictive Forecasting as enabled, making Sentiment Analysis the correct answer because it is not enabled for opportunities.

Answer

Recommended Next Steps

Answer

Auto Capture

Answer

Predictive Forecasting

Question 18

A sales manager wants to create a report that shows the total revenue of all won opportunities in the current quarter. Which out-of-the-box report type can be used?

Accepted Answer

Opportunity Overview. The Opportunity Overview report is the correct out-of-the-box report type because it is specifically designed to display revenue data for won opportunities, including filtering by time periods such as the current quarter. It provides a summary of opportunity details, including total revenue, and is preconfigured in Dynamics 365 Sales to meet this exact requirement without customization.

Answer

Sales Pipeline

Answer

Lead Source Effectiveness

Answer

Activity Report

Question 19

A sales organization wants to use AI to evaluate historical data and predict which opportunities are most likely to close. Which feature should they implement?

Accepted Answer

Predictive opportunity scoring. Predictive opportunity scoring uses AI to score opportunities based on historical data. Predictive lead scoring is for leads. Relationship analytics analyzes communication. Sequence is a process. Sales accelerator prioritizes leads.

Answer

Sales accelerator

Answer

Predictive lead scoring

Answer

Relationship analytics

Question 20

You are configuring a match rule for data unification. What does this rule specify?

Accepted Answer

Records with the exact same email address are considered a match. In Dynamics 365 Customer Insights, a match rule defines the conditions under which two or more records are considered to represent the same entity (e.g., a customer). Specifying that records with the exact same email address are considered a match is a common and valid rule, as email addresses are typically unique identifiers. The rule uses exact matching logic, not fuzzy or similarity-based matching, to determine duplicates during data unification.

Answer

Records with the same CustomerId are considered a match

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Records with the same name are considered a match

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Records with similar email addresses are considered a match