MB-910 Practice Exam 58 — 20 Questions

Question 1

A sales manager wants to view a visual representation of the sales pipeline and forecast revenue for the quarter. Which feature in Dynamics 365 Sales should they use?

Accepted Answer

Pipeline view. The Pipeline view in Dynamics 365 Sales provides a visual, stage-by-stage representation of the sales pipeline, showing deals as they progress through the sales process. It allows the sales manager to quickly assess the pipeline health and forecast revenue by viewing deal amounts and probabilities at each stage, directly within the Sales Hub app.

Answer

Sales dashboard

Answer

Power BI report

Answer

Sales Insights

Question 2

A company uses Dynamics 365 Sales to manage its pipeline. The sales manager wants to view the total revenue of all open opportunities in the current quarter. Which tool should the manager use?

Accepted Answer

Pipeline View. The Pipeline View in Dynamics 365 Sales provides a visual, stage-by-stage breakdown of all open opportunities, including their estimated revenue and close dates. This allows the sales manager to quickly filter by the current quarter and see the total revenue of open opportunities without needing to create custom reports or dashboards.

Answer

Activity Feed

Answer

Sales Dashboard

Answer

Lead Management area

Question 3

You are a Dynamics 365 Sales administrator for Contoso Ltd., a mid-sized company with 200 sales reps. The sales team uses Dynamics 365 Sales Sales Hub app. Currently, sales reps manually create leads from incoming emails and spend a lot of time searching for relevant content to send to prospects. The sales manager wants to reduce manual effort and improve response times. The company has a Microsoft 365 E5 subscription that includes Dynamics 365 Sales Enterprise and Sales Insights add-on licenses. Requirements: 1) Automatically create leads from emails sent to a shared mailbox. 2) Suggest relevant documents to sales reps based on the prospect's industry and previous interactions. 3) Provide a dashboard showing real-time pipeline and forecast. 4) Ensure that the solution uses existing licenses without additional cost. Which combination of actions should you take?

Accepted Answer

Enable auto capture to automatically suggest leads from emails. Enable content suggestions in Sales Insights. Use the out-of-the-box pipeline view and forecast charts in Sales Hub.. Auto capture is included with Sales Insights and can automatically suggest leads from emails. Content suggestions also use Sales Insights. Pipeline view is built into Sales Hub. Server-side sync is for email synchronization, not lead creation. Custom workflow would require development. Power BI requires additional licenses. Yammer is not for documents.

Answer

Create a Microsoft Power Automate flow to create leads from emails and store documents in SharePoint. Use Power BI to create a pipeline dashboard.

Answer

Configure server-side sync for the shared mailbox and create a custom workflow to create leads from emails. Also, enable content suggestions and use Power BI for pipeline dashboard.

Answer

Enable auto capture and use Yammer to share documents. Use the default opportunity view for pipeline.

Question 4

A sales manager wants to ensure that sales reps automatically receive a notification when a high-value opportunity is created. The system should also suggest the next best action based on historical data. Which feature should the administrator configure?

Accepted Answer

Sales Accelerator with AI suggestions. Sales Accelerator with AI suggestions uses machine learning models to analyze historical data and automatically trigger notifications when high-value opportunities are created. It then surfaces the next best action (e.g., call, email, or task) directly in the seller's worklist, enabling proactive engagement without manual configuration of rules or sequences.

Answer

Playbooks

Answer

Sequence Designer

Answer

Copilot for Sales

Question 5

A sales rep wants to use AI to get suggested next steps and predict deal closure probability. Which Dynamics 365 Sales feature provides these capabilities?

Accepted Answer

Sales Insights. Sales Insights (now part of Dynamics 365 Sales Premium) provides AI-driven capabilities including predictive deal scoring and next-step recommendations. It uses machine learning models trained on historical sales data to analyze deal attributes and suggest actions that increase win probability, directly answering the question's requirement for suggested next steps and closure probability prediction.

Answer

LinkedIn Sales Navigator

Answer

Relationship Assistant

Answer

Copilot for Sales

Question 6

A customer service agent needs to quickly access a customer's previous support tickets, order history, and live chat transcripts without switching between applications. Which feature should the administrator enable?

Accepted Answer

Enable Customer Service workspace. The Customer Service workspace provides a unified agent experience with all relevant customer data in one interface. Copilot is an AI assistant, not a unified interface. Omnichannel for Customer Service handles multiple communication channels but doesn't aggregate all history. Power Automate is for automation.

Answer

Enable Omnichannel for Customer Service

Answer

Enable Copilot for Service

Answer

Enable Power Automate flows

Question 7

An organization wants to use AI to automatically summarize customer interactions and suggest next steps for agents. Which feature should they enable?

Accepted Answer

Copilot for Service. Copilot for Service provides AI-powered summaries and suggestions. Omnichannel offers multiple channels but not AI summaries. Unified Routing routes conversations. Power Automate automates workflows.

Answer

Unified Routing

Answer

Omnichannel for Customer Service

Answer

Power Automate

Question 8

Which THREE are capabilities of Omnichannel for Customer Service?

Accepted Answer

Integration with Power Virtual Agents for chatbots. Omnichannel provides real-time analytics, supports channels like chat and SMS, and can be integrated with Power Virtual Agents for chatbots. It does not include customer portal (that's Power Apps portals) and is not a knowledge base feature.

Answer

Knowledge base article management

Answer

Customer self-service portal

Question 9

You are analyzing Dynamics 365 Customer Service performance. Based on the KQL query, what is being calculated?

Accepted Answer

Average resolution time per owner for resolved cases. The KQL query filters for resolved cases, groups the results by owner, and calculates the average resolution time for each owner. This directly matches option D: 'Average resolution time per owner for resolved cases'. Option A is incorrect because it refers to total resolution time, not average. Option B is incorrect because it groups by priority, not by owner. Option C is incorrect because it concerns the number of open cases, not resolution time.

Answer

Total resolution time per owner

Answer

Average resolution time by priority

Answer

Number of open cases per owner

Question 10

A company notices that sales reps spend significant time manually entering data. They want to use AI to automatically capture and log customer interactions from emails and meetings. Which feature should they enable?

Accepted Answer

Activity insights. Activity insights uses AI to automatically capture and log customer interactions from emails and meetings, reducing manual data entry for sales reps. It analyzes communication patterns and suggests relevant activities to be recorded in Dynamics 365 Sales, directly addressing the need for automated logging.

Answer

Auto capture

Answer

Relationship analytics

Answer

Sales accelerator

Question 11

Refer to the exhibit. An administrator configured a queue for premium support. After testing, emails sent to premium@contoso.com are not creating cases. What is the most likely cause?

Accepted Answer

The IncomingEmailRouting property is set to 'QueueOnly'. The most likely cause is that the 'IncomingEmailRouting' property is set to 'QueueOnly'. When set to 'QueueOnly', emails received are added to the queue but do not automatically create cases. To have cases created, the setting should be 'CaseCreate' or 'QueueAndCase'. Option A is incorrect because outgoing email settings are unrelated to creating cases from incoming emails. Option C is incorrect because the queue's email address matches the configured mailbox so emails are received. Option D is incorrect because queue type (Public/Private) does not affect case creation from email; it's the routing that matters.

Answer

The outgoing email settings are misconfigured

Answer

The queue's email address does not match the configured mailbox

Answer

The queue is not of type 'Public'

Question 12

A company uses Dynamics 365 Sales to manage its sales process. The team wants to automatically create follow-up tasks for sales representatives when an opportunity reaches the 'Proposal' stage. The tasks should be assigned to the opportunity owner and due in 3 days. What is the best approach to achieve this?

Accepted Answer

Create a Power Automate flow triggered when the opportunity stage changes to 'Proposal'. Power Automate provides the most flexible and direct way to automatically create a follow-up task when an opportunity stage changes to 'Proposal'. It can be triggered by the 'When a stage changes' Dataverse connector, then create a task record assigned to the opportunity owner with a due date calculated as 3 days from the trigger time. This approach does not require manual intervention or form customization and fully automates the business requirement.

Answer

Modify the business process flow to include a task step

Answer

Configure an email template to be sent when the stage changes

Answer

Use a stage-specific form to display a task subgrid

Question 13

A salesperson is using the Dynamics 365 Sales app and wants to see the latest engagement from a customer, such as email opens and link clicks, directly on the contact record. Which feature should they enable?

Accepted Answer

Relationship Intelligence (Sales Insights). Relationship Intelligence (Sales Insights) provides AI-driven engagement data, including email opens and link clicks, directly on the contact record. This feature uses machine learning to surface the most relevant customer interactions without requiring manual logging, enabling salespeople to prioritize follow-ups based on actual engagement signals.

Answer

Timeline

Answer

Copilot for Sales

Answer

Activity Feeds

Question 14

A company has configured a data unification rule as shown in the exhibit. After running the process, they find that customers with the same email but different phone numbers are not being merged. What is the most likely reason?

Accepted Answer

The Email field values contain slight differences like leading/trailing spaces. Leading or trailing spaces in the Email field cause exact match comparisons to fail, even though the values appear identical visually. Customer Insights data unification rules use exact matching by default unless fuzzy matching is explicitly configured, so any whitespace discrepancy prevents the rule from recognizing duplicate records. Trimming or normalizing the Email field before matching would resolve this issue.

Answer

Deduplication is not enabled for the rule

Answer

The fuzzy match on Phone is overriding the exact match on Email

Answer

The output entity is not correctly configured

Question 15

An agent needs to transfer a chat conversation to a subject matter expert without losing context. Which Omnichannel feature supports this?

Accepted Answer

Consult and Transfer. Consult and Transfer allows agents to transfer conversations with full context. Option A is correct. Option B (Quick Replies) provides canned messages. Option C (Sentiment Analysis) gauges emotion. Option D (SLA) tracks agreements.

Answer

Service Level Agreements

Answer

Sentiment Analysis

Answer

Quick Replies

Question 16

Refer to the exhibit. A Dynamics 365 Customer Service administrator configured the above agent experience profile. Which behavior is expected for agents assigned to this profile?

Accepted Answer

Agents can manually accept conversations and use Copilot. With auto_accept set to false, agents must manually accept conversations. max_concurrent_conversations limits to 5. They have knowledge_search, copilot, and transfer capabilities. Manual assignment is allowed (allow_manual_assignment: true).

Answer

Agents automatically receive up to 5 conversations

Answer

Agents cannot transfer conversations

Answer

Agents are limited to 5 total conversations per day

Question 17

Which TWO are benefits of using Customer Service workspace?

Accepted Answer

Agents can work on multiple cases simultaneously using multiple sessions and tabs. Customer Service workspace provides a unified interface with multiple sessions and application tabs, and integrates knowledge articles for agent efficiency. It does not automate case creation from emails (that's Email-to-Case) and is not a self-service portal.

Answer

Provides a self-service portal for customers

Answer

Customers can create cases directly from the portal

Answer

Automatically creates cases from incoming emails

Question 18

Refer to the exhibit. A Gold SLA is configured with the terms shown. A high-priority case (priority 1) is created at 10:00 AM Pacific Time on a weekday. What happens if the case is not responded to by 12:00 PM Pacific Time?

Accepted Answer

The case is escalated as per failure action. The SLA term requires initial response within 2 hours for priority 1 cases. If not met, the failure action is 'escalate'. The SLA is based on business hours, but since the case was created during business hours, the clock runs.

Answer

The agent receives a warning notification

Answer

The case is automatically resolved

Answer

The SLA is paused until next business day

Question 19

Which THREE components are part of the Omnichannel for Customer Service configuration?

Accepted Answer

Queues. Options A, B, and D are correct. Workstreams, queues, and chat channels are core components of Omnichannel for Customer Service.

Answer

Knowledge articles

Answer

SLA KPIs

Question 20

A company wants to provide self-service options for customers to find answers to common issues without contacting support. Which Dynamics 365 Customer Service component should be implemented?

Accepted Answer

Knowledge Base within Customer Service Hub. Customer Service Hub includes a Knowledge Base that allows customers to search articles. Option B is wrong because Service Scheduling is for booking appointments. Option C is wrong because Connected Customer Service is for IoT scenarios. Option D is wrong because Customer Service Insights provides analytics, not self-service.

Answer

Service Scheduling

Answer

Connected Customer Service

Answer

Customer Service Insights