MB-910 Practice Test 6 — 10 Questions

Question 1

Which TWO of the following are valid ways to create a new opportunity in Dynamics 365 Sales?

Accepted Answer

By creating a new opportunity record directly.. Dynamics 365 Sales allows users to directly create a new opportunity record from the Opportunities entity, either via the 'New' button on the opportunities list or through the 'Add Opportunity' option on a related record. This is a standard manual creation method that bypasses any conversion or qualification process. Option C is correct because qualifying a lead automatically converts it into an opportunity, along with optionally creating a contact and account, which is the primary pipeline-driven method for opportunity creation.

Answer

By converting a quote into an opportunity.

Answer

By closing an order as won.

Answer

By generating an invoice.

Question 2

An agent is working on a case titled 'User cannot reset password'. The agent opens the knowledge article shown in the exhibit. The agent expects the article to be automatically suggested by Copilot, but it is not. What is the most likely reason?

Accepted Answer

The keywords in the article do not match the case context. Copilot suggests articles based on the keywords in the article matching the case title and description. If the keywords do not match the case context, the article will not be automatically suggested. Option A is incorrect because malformed content would not prevent keyword matching. Option C is incorrect because if the article's status is not Published, it would not be available at all, but the agent is able to open the article, so it must be published. Option D is incorrect because Copilot matches keywords, not language.

Answer

The article content is malformed

Answer

The article status is not set to Published

Answer

The language is set to en-US but the case is in another language

Question 3

A Dynamics 365 Field Service organization wants to automatically schedule work orders to the nearest available technician. Which feature should be configured?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it automatically assigns work orders to the nearest available technician based on predefined optimization objectives, such as minimizing travel time or balancing workloads. Unlike manual scheduling via the Schedule Board, RSO uses constraint-based algorithms to evaluate technician skills, location, availability, and business priorities in real time, enabling fully automated scheduling without human intervention.

Answer

Booking Alerts

Answer

Schedule Board

Answer

Field Service Mobile App

Question 4

A customer service agent receives a phone call and needs to log the interaction as an activity in Dynamics 365. Which activity type should the agent use?

Accepted Answer

Phone Call. The Phone Call activity type is specifically designed to log telephone interactions in Dynamics 365. When a customer service agent receives a phone call, they can create a Phone Call activity to record details such as the caller, duration, subject, and notes, ensuring the interaction is tracked in the timeline and linked to the relevant contact or case.

Answer

Appointment

Answer

Email

Answer

Task

Question 5

Contoso Ltd. is a mid-sized electronics retailer using Dynamics 365 Customer Service. They have a team of 20 agents who handle phone calls, emails, and chat. Recently, customers have complained about long hold times and receiving inconsistent answers from different agents. The customer service manager wants to reduce average handle time and improve first call resolution. The company has not yet implemented any knowledge base or automation features. Which of the following actions should the administrator take first to address these issues?

Accepted Answer

Implement a knowledge base with articles covering common issues and train agents to use it.. Implementing a knowledge base with articles covering common issues directly addresses the root causes of long hold times and inconsistent answers. By providing agents with a single source of truth for resolutions, it reduces average handle time (agents find answers faster) and improves first call resolution (consistent, accurate responses). This is the foundational step before automation or routing, as knowledge content is required to enable those features effectively.

Answer

Enable sentiment analysis to monitor customer emotions during interactions.

Answer

Create a routing rule set to automatically assign cases to the most qualified agent based on skills.

Answer

Set up a Power Automate flow to automatically send email responses for common inquiries.

Question 6

Based on the SLA configuration exhibit, what will happen if a case is not resolved within 20 hours?

Accepted Answer

A warning notification will be sent.. The SLA configured with a warning time of 20 hours means that if the case is not resolved within 20 hours, a warning notification will be sent. Option A is incorrect because escalation would require a separate failure action after the target time (24 hours). Option B is incorrect because the SLA is marked as failed only when the failure time (24 hours) is exceeded, not at the warning time. Option C is incorrect because reassignment is not automatically triggered by warning time; it would be a separate action. Thus, D is correct.

Answer

The case will be escalated to a manager.

Answer

The SLA will be marked as failed.

Answer

The case will automatically be reassigned.

Question 7

A business analyst wants to create a KPI that shows the average customer lifetime value for customers acquired in the last year. Which Dynamics 365 Customer Insights feature should they use?

Accepted Answer

Define a measure. A measure in Dynamics 365 Customer Insights is used to calculate numeric KPIs from your customer data, such as average customer lifetime value (CLV) for a specific cohort. By defining a measure with a filter for customers acquired in the last year, you can compute the exact average CLV without needing predictive models or data transformation steps.

Answer

Create a prediction model

Answer

Run data unification

Answer

Create a segment of recent customers

Question 8

Your Dynamics 365 Sales instance has a custom field 'Priority' on opportunities. You want to automatically set this field to 'High' when the estimated revenue exceeds $50,000. What is the most efficient way to implement this?

Accepted Answer

Create a real-time workflow that triggers on opportunity update and sets the field. A real-time workflow triggers immediately when an opportunity is updated, allowing you to evaluate the estimated revenue and set the Priority field to 'High' if it exceeds $50,000. This is the most efficient approach as it runs synchronously without requiring user interaction or scheduled polling, and it directly modifies the field on the same record.

Answer

Use a business rule on the opportunity form

Answer

Create a Power Automate flow that runs on a schedule

Answer

Add a calculated field that computes the priority

Question 9

A field service organization wants to ensure that technicians have the latest version of the work order instructions and can update the status even when they are in areas without internet connectivity. Which capability should they configure?

Accepted Answer

Field Service mobile app with offline capabilities. The Field Service mobile app supports offline capabilities, allowing technicians to access and update work orders without internet connectivity. This makes option A correct. Resource Scheduling Optimization (B) is for scheduling and not for offline access. Dynamics 365 Remote Assist (C) requires internet for video calls. Schedule Board (D) also requires internet connectivity.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Remote Assist

Answer

Schedule Board

Question 10

Your sales team uses Dynamics 365 Sales. They want to send a personalized email to a contact directly from the contact record. What is the recommended way to do this?

Accepted Answer

Use the 'Send Email' button on the contact record. The 'Send Email' button on the contact record in Dynamics 365 Sales is the recommended way to send a personalized email directly from the contact record because it leverages the built-in email integration to compose and send the email without leaving the CRM context. This method automatically populates the recipient's email address from the contact record and allows you to use a personalized email template or compose a custom message, ensuring the email is tracked in the CRM for activity history and compliance.

Answer

Copy the contact's email and paste into Outlook

Answer

Create a Quick Campaign

Answer

Use the Email Template entity