MB-910 Practice Test 6 — 10 Questions

Question 1

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 2

A company wants to predict which customers are likely to churn in the next 30 days using historical data and AI. Which feature in Dynamics 365 Customer Insights should they use?

Accepted Answer

Predictions. The Predictions feature in Dynamics 365 Customer Insights uses prebuilt AI models to analyze historical customer data and calculate churn probability scores for a specified future period, such as the next 30 days. This directly addresses the requirement to predict which customers are likely to churn, as it leverages machine learning to identify patterns and generate actionable insights without requiring custom model building.

Answer

Segmentation

Answer

Measures

Answer

Copilot

Question 3

Which TWO options are benefits of using the Dynamics 365 Sales mobile app?

Accepted Answer

Role-based tailored experiences for sales representatives. Option C is correct because the Dynamics 365 Sales mobile app delivers role-based tailored experiences, surfacing the entities, views, and dashboards most relevant to each sales role (for example, sellers see their accounts, opportunities, and activities rather than the full administrative sitemap). Option D is correct because the mobile app supports offline access to relevant sales data, letting sellers view and work with records such as accounts, contacts, and activities when disconnected, with changes synced back when connectivity returns. Options A, B, and E are not benefits of the mobile app: it does not expose all custom entities and fields without limitations, it does not automatically synchronize data with external CRM systems (integration requires configured connectors or APIs), and it does not provide full administrative capabilities for system configuration, which remain in the web/model-driven admin experience.

Answer

Access to all custom entities and fields without limitations

Answer

Automatic data synchronization with external CRM systems

Answer

Full administrative capabilities for system configuration

Question 4

A customer service manager wants to automatically categorize incoming cases based on the customer's product type in Dynamics 365 Customer Service. What should they configure?

Accepted Answer

Routing Rule. Routing rules in Dynamics 365 Customer Service automatically route and categorize cases based on conditions such as customer, product, or case attributes. Configuring a routing rule with a condition on product type lets the system automatically assign the case to the correct queue or category without manual intervention.

Answer

Knowledge Article

Answer

Service Level Agreement (SLA)

Answer

Entitlement

Question 5

A retail company wants to use Dynamics 365 Customer Insights to create a unified customer profile that combines data from their e-commerce platform, loyalty program, and in-store POS system. Which feature should they use to identify and merge duplicate customer records?

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) and unify them into a single, cohesive customer profile. It uses predefined or custom matching rules to detect duplicates based on attributes like email or phone number, then merges them while preserving the best data from each source.

Answer

Enrichment with external data

Answer

Data ingestion from various sources

Answer

Segmentation based on customer attributes

Question 6

You are a marketing manager for a retail company that uses Dynamics 365 Customer Insights. You want to create a segment of customers who have not made a purchase in the last 90 days and who have a high predicted churn score. You have already set up a predictive churn model. However, when you try to create the segment using the churn score, you notice that the churn score field is not available in the segment builder. What is the most likely reason?

Accepted Answer

The churn model has not been published.. The churn score field is generated by the predictive churn model and only becomes available in the segment builder after the model has been published. Until the model is published, the churn score is not written to the customer entity, so the field does not appear as a selectable attribute. Publishing the model finalizes the scores and makes them available for segmentation.

Answer

The churn model is still training.

Answer

The churn model was created from a different data source.

Answer

The customer data has not been unified.

Question 7

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Dynamics 365 feature should be used?

Accepted Answer

Predictive lead scoring in Sales Insights. Predictive lead scoring in Sales Insights is the correct answer because it uses machine learning models trained on historical lead and opportunity data to assign a score (0-100) representing the likelihood of a lead converting to an opportunity. This score is automatically calculated and displayed on the lead record, allowing sales managers to prioritize follow-up. It is a built-in AI feature of Dynamics 365 Sales Insights, not a generic dashboard or third-party tool.

Answer

Copilot for Sales

Answer

LinkedIn Sales Navigator

Answer

Power BI dashboards

Question 8

Refer to the exhibit. When a lead is qualified, which opportunity field will receive the value from the lead's 'revenue' field?

Accepted Answer

estimatedvalue. When a lead is qualified in Dynamics 365 Sales, the lead's 'revenue' field maps to the opportunity's 'estimatedvalue' field by default. This is because the estimated value represents the potential revenue from the deal, which aligns directly with the revenue estimate captured on the lead record.

Answer

description

Answer

budgetamount

Answer

name

Question 9

A salesperson wants to quickly create a new opportunity from an existing lead record. Which button should they click?

Accepted Answer

Qualify. In Dynamics 365 Sales, the 'Qualify' button is used to convert a lead into an opportunity, account, and contact. This is the standard process for moving a qualified lead into the sales pipeline, making option D the correct choice for creating a new opportunity from an existing lead record.

Answer

Create Opportunity

Answer

Convert

Answer

Save & Close

Question 10

A financial services company uses Dynamics 365 Customer Insights to manage customer data. They need to ensure that the data unification process complies with GDPR right to erasure. Which feature should they configure to handle such requests?

Accepted Answer

Use the Customer Insights data lifecycle management to delete profiles based on a data subject request. Customer Insights provides a dedicated data lifecycle management feature that allows administrators to delete individual customer profiles in response to a data subject request (DSR) under GDPR. This feature directly supports the right to erasure by enabling targeted deletion of a specific profile and its associated data across all unified customer entities, ensuring compliance without affecting other records.

Answer

Enrich profiles with consent data

Answer

Data source connection settings

Answer

Configure export destinations to exclude certain data