MB-910 Practice Exam 59 — 20 Questions

Question 1

A customer support manager wants to configure automatic email notifications when a case is escalated. Which TWO actions should they take?

Accepted Answer

Create a Power Automate flow triggered when a case is escalated.. To configure automatic email notifications on case escalation, you need to create a Power Automate flow triggered by case escalation and configure email notifications in the SLA. The other options are not directly related.

Answer

Enable the 'Send email on case creation' setting in Customer Service admin center.

Answer

Create a custom workflow to update the case status upon escalation.

Answer

Assign a routing rule to route escalated cases to a specific queue.

Question 2

A company has a high volume of repetitive support requests that can be resolved with a simple password reset or account unlock. They want to reduce agent workload while maintaining customer satisfaction. What is the best approach?

Accepted Answer

Deploy a Power Virtual Agents chatbot. A Power Virtual Agents chatbot can handle common issues like password resets, freeing agents. Creating a knowledge base alone doesn't automate resolution. Copilot can assist agents but doesn't handle customers directly. Adding more agents increases cost.

Answer

Create a knowledge base article for password reset

Answer

Enable Copilot for agents to assist with answers

Answer

Hire more agents to handle the volume

Question 3

Refer to the exhibit. A Dynamics 365 Customer Service administrator created the above routing rule set for cases. A new case is created with priority code 2 (Normal) and no customer specified. To which queue will the case be routed?

Accepted Answer

General Support Queue. The first rule requires priority code 1 (High) and a non-null customer; the case does not meet these conditions (priority 2, no customer). Therefore, it falls to the default rule (no conditions) which routes to 'General Support Queue'.

Answer

Holiday Hours Queue

Answer

No queue; case remains unassigned

Answer

Premium Support Queue

Question 4

Which THREE features are part of the Dynamics 365 Sales premium offering?

Accepted Answer

Predictive lead and opportunity scoring. Dynamics 365 Sales premium includes Sales Copilot, predictive scoring, and conversation intelligence. Basic sales sequences are in Sales Hub, and LinkedIn Sales Navigator is an add-on.

Answer

Basic sales sequences

Answer

LinkedIn Sales Navigator integration

Question 5

A company wants to implement a self-service portal where customers can find solutions, submit cases, and track resolution. They also want to use AI to suggest relevant articles. Which combination of features should they use?

Accepted Answer

Customer Portal and Copilot. Customer Portal (Power Apps portal) provides self-service capabilities. Copilot can be integrated to suggest articles. Power Virtual Agents is a chatbot, not a portal. Customer Service workspace is for agents. Dynamics 365 Marketing is unrelated.

Answer

Power Virtual Agents and Customer Service workspace

Answer

Dynamics 365 Marketing and Customer Portal

Answer

Omnichannel and Copilot

Question 6

A company uses Dynamics 365 Customer Service and wants to implement a knowledge base that suggests relevant articles to agents while they are typing a case resolution. Copilot is enabled. What is the most efficient way to achieve this?

Accepted Answer

Enable Copilot and configure knowledge article suggestions. Copilot can suggest knowledge articles in real-time as agents work on cases. Manually searching or tagging is less efficient. Automated suggestions via Copilot provide immediate, relevant articles without extra steps.

Answer

Tag all articles with categories and use queue rules

Answer

Manually train agents to search knowledge base before resolving cases

Answer

Create a Power Automate flow to attach relevant articles

Question 7

Refer to the exhibit. A case with priority 'Normal' is submitted. Which queue will the case be assigned to?

Accepted Answer

General Support Queue. The routing rule only matches cases with priority 'High'. Since this case has 'Normal' priority, it does not meet the condition and is routed to the fallback queue 'General Support Queue'. Option A is wrong because the rule does not apply. Option C is wrong because there is no default queue. Option D is wrong because the case is not unassigned; it goes to fallback.

Answer

Premium Support Queue

Answer

It will be assigned to the agent who created it

Answer

No queue; it will remain unassigned

Question 8

A customer service manager wants to automatically suggest relevant knowledge base articles to agents when they are working on a case. What feature should be configured?

Accepted Answer

Configure Knowledge Base Search with relevant keywords. Configuring Knowledge Base Search with relevant keywords enables the automatic suggestion of knowledge articles to agents while they work on a case. This feature uses keyword matching and relevance scoring to surface articles from the knowledge base directly within the case form, reducing resolution time.

Answer

Set up Omnichannel for Customer Service

Answer

Enable Customer Service Insights

Answer

Enable Case Resolution process

Question 9

A company wants to track the status of customer issues from creation to resolution. Which entity in Dynamics 365 Customer Service should they use?

Accepted Answer

Case. Cases are used to track customer issues. Leads are for sales prospects, Opportunities for potential sales, and Accounts for organizations.

Answer

Lead

Answer

Account

Answer

Opportunity

Question 10

A customer service manager wants to use AI to suggest knowledge articles to agents during case resolution. Which feature should they enable?

Accepted Answer

Copilot in Dynamics 365 Customer Service. Copilot in Service provides AI-suggested knowledge articles. Case Routing is for assignment, SLA for service levels, and Omnichannel for multi-channel engagement.

Answer

Omnichannel for Customer Service

Answer

Service Level Agreements (SLAs)

Answer

Intelligent Case Routing

Question 11

A marketing team wants to create a customer journey that sends different emails based on whether a lead opened a previous email. Which feature should they use?

Accepted Answer

Customer Journey. Dynamics 365 Marketing customer journeys support triggers based on email opens. Segments are for static lists, not dynamic triggers. Power Automate can be used but is not the primary tool for marketing journeys. Copilot provides AI assistance but not journey logic.

Answer

Segment

Answer

Power Automate

Answer

Copilot in Marketing

Question 12

Which THREE capabilities are provided by Dynamics 365 Field Service? (Choose 3)

Accepted Answer

Inventory and parts tracking. Options B, C, and E are correct. Work order management, technician scheduling, and inventory tracking are Field Service capabilities. Option A is wrong because marketing campaigns are in Marketing. Option D is wrong because financial accounting is in Finance.

Answer

Marketing campaign automation

Answer

Financial accounting and reporting

Question 13

A field service technician needs to view assigned work orders and update their status on a mobile device while offline. Which Dynamics 365 app is designed for this scenario?

Accepted Answer

Dynamics 365 Field Service mobile app. Dynamics 365 Field Service mobile app is designed for technicians to view and update work orders offline. Option A is incorrect because Power Apps is a platform to build custom apps. Option B is incorrect because Dynamics 365 Remote Assist is for remote collaboration. Option C is incorrect because Customer Service Workspace is for agents.

Answer

Power Apps mobile

Answer

Dynamics 365 Remote Assist

Answer

Customer Service Workspace

Question 14

You are configuring the Dynamics 365 Sales app for a team. Based on the exhibit, which setting will prevent email messages from being automatically tracked for customer engagement?

Accepted Answer

isAutoTrack. The exhibit shows isAutoTrack set to false, which disables automatic tracking of emails. Option A is correct. Option B is wrong because isAutoCreate creates records but does not track. Option C is wrong because isAutoCapture captures activities. Option D is wrong because isAutoPromote promotes leads.

Answer

isAutoCreate

Answer

isAutoCapture

Answer

isAutoPromote

Question 15

Which THREE of the following are prerequisites for setting up Dynamics 365 Field Service?

Accepted Answer

A Dynamics 365 Customer Service license. Field Service requires Dynamics 365 Customer Service (or a qualifying license), a Power Apps environment to store data, and a Microsoft Entra ID tenant for authentication. Option D is incorrect because Field Service does not require Azure IoT Hub initially; Connected Field Service does, but it's optional. Option E is incorrect because a separate Azure subscription is not required for Field Service itself.

Answer

An Azure IoT Hub instance

Answer

An Azure subscription

Question 16

A field service technician needs to quickly see the most efficient route to a customer site. Which Dynamics 365 Field Service feature should be used?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service optimizes routes for technicians. Option A is wrong because Connected Field Service is for IoT integration, not routing. Option C is wrong because Dynamics 365 Remote Assist provides mixed reality guidance. Option D is wrong because Dynamics 365 Guides provides step-by-step instructions.

Answer

Connected Field Service

Answer

Dynamics 365 Remote Assist

Answer

Dynamics 365 Guides

Question 17

Refer to the exhibit. A Dynamics 365 administrator is configuring Sales Insights. The configuration includes 'suggestedContacts' and 'autoCapture'. What is the primary benefit of enabling 'autoCapture'?

Accepted Answer

Automatically captures emails and meetings from Exchange and links them to CRM records. AutoCapture in Sales Insights automatically logs emails and meetings from Exchange to the CRM. Option A (Contact suggestions) is from suggestedContacts. Option C (Lead scoring) is separate. Option D (Relationship analytics) is another feature.

Answer

Automatically suggests contacts to add to opportunities

Answer

Automatically generates relationship analytics for sales reps

Answer

Automatically scores leads based on conversion probability

Question 18

A sales team wants to automate follow-up emails after a lead is qualified. Which Dynamics 365 app should they use to create the automation?

Accepted Answer

Power Automate. Power Automate is the correct app for creating automated workflows. Customer Voice is for surveys, Marketing is for campaigns, and Sales Insights is for AI-driven analytics.

Answer

Dynamics 365 Customer Voice

Answer

Dynamics 365 Sales Insights

Answer

Dynamics 365 Marketing

Question 19

A sales rep wants to quickly see a list of their upcoming meetings and tasks related to their opportunities without navigating away from the opportunity record. What feature should they use?

Accepted Answer

The Timeline control on the opportunity form.. The Timeline control on the opportunity form aggregates activities such as meetings, tasks, emails, and notes into a single chronological feed directly on the record. This allows the sales rep to view upcoming meetings and tasks related to the opportunity without navigating away from the form.

Answer

The Relationship Assistant.

Answer

The Notes section on the opportunity form.

Answer

The Associated View for the opportunity.

Question 20

Adventure Works Cycles is a bicycle manufacturer with a Dynamics 365 Customer Service implementation. They have a large knowledge base with thousands of articles. Currently, agents manually search for articles when handling cases, which takes time. They want to leverage AI to automatically suggest relevant articles based on the case subject and description. Additionally, they want to analyze customer sentiment from chat conversations to identify dissatisfied customers in real-time. The solution should also provide a dashboard for managers to see case resolution trends. Which features should be implemented?

Accepted Answer

Enable AI-suggested articles, Conversation Insights, and Customer Service Insights. AI-suggested articles automatically recommend relevant knowledge base articles based on case details, Conversation Insights provides real-time chat sentiment analysis to identify dissatisfied customers, and Customer Service Insights offers pre-built dashboards for monitoring case resolution trends. Option A is incorrect because automatic case creation does not address article suggestion or sentiment analysis. Option B is incorrect because Copilot is a general AI assistant, not specifically for article suggestions or sentiment analysis, and Power Automate does not natively provide sentiment analysis. Option C is incorrect because Knowledge Search requires manual effort, Omnichannel does not include sentiment analysis, and Excel lacks real-time dashboard capabilities.

Answer

Set up automatic case creation, use Copilot, and build custom dashboards

Answer

Enable Copilot for agents, set up chat sentiment analysis using Power Automate, and create Power BI dashboards

Answer

Enable Knowledge Search, configure Omnichannel, and use Excel for reporting