MB-910 Practice Exam 60 — 20 Questions

Question 1

A company wants to use AI to analyze customer sentiment from support conversations. Which feature should they enable?

Accepted Answer

Dynamics 365 Customer Service Insights. Dynamics 365 Customer Service Insights provides AI-driven sentiment analysis. Copilot in Sales is for sales, Omnichannel is for channel management, and Product Insights is for product analytics.

Answer

Copilot in Dynamics 365 Sales

Answer

Dynamics 365 Product Insights

Answer

Omnichannel for Customer Service

Question 2

Which TWO of the following are key components of the sales process in Dynamics 365 Sales?

Accepted Answer

Opportunities. Opportunities are a core entity in Dynamics 365 Sales that represent potential revenue deals. They track the entire sales cycle from qualification to close, including stages, estimated value, and probability. Without opportunities, the sales pipeline cannot be managed or forecasted, making them a fundamental component of the sales process.

Answer

Knowledge articles

Answer

Cases

Answer

Queues

Question 3

A company wants to ensure that sales reps can view their own opportunities but not those of other reps, while sales managers can view all opportunities. What security model should be used?

Accepted Answer

Assign sales reps a security role with User level read access and managers a role with Business Unit level access.. It uses role-based security with different access levels: sales reps get User-level read access (can only see their own records), while sales managers get Business Unit-level access (can see all records within their business unit). This directly enforces the requirement that reps view only their own opportunities and managers view all.

Answer

Use a team-based security model where all sales reps are in one team.

Answer

Give all users the same security role with Deep access.

Answer

Create a security role with User level access and assign it to all users.

Question 4

A retail company uses Dynamics 365 Customer Insights to unify customer data from their online store, loyalty program, and in-store POS systems. After unification, they notice that some customers have duplicate profiles. What is the most likely cause and recommended action?

Accepted Answer

Review and adjust the match rules used during the data unification process. Duplicate profiles after unification typically occur when the match rules (deduplication rules) are not configured precisely enough to identify that two records represent the same customer. In Dynamics 365 Customer Insights, the unification process uses these rules to merge profiles based on attributes like email or phone; if the rules are too loose or missing key identifiers, duplicates persist. Adjusting the match rules—such as setting exact match on email or using fuzzy matching with appropriate thresholds—resolves the issue without altering source data.

Answer

Re-run the data unification process without any changes

Answer

Manually delete duplicate customer records from the source systems

Answer

Contact Microsoft support to increase the deduplication limit

Question 5

Refer to the exhibit. A Customer Insights analyst defines a measure for Customer Lifetime Value. What is the result of this measure definition?

Accepted Answer

The total transaction amount since 2025. The measure definition is configured to sum the Transaction Amount field, which calculates the total monetary value of all transactions. The filter restricts the calculation to transactions occurring on or after January 1, 2025, so the result is the total transaction amount since 2025. This aligns with the standard Customer Insights measure behavior where aggregation functions like Sum are applied to numeric attributes.

Answer

The maximum transaction amount

Answer

The count of transactions after 2025

Answer

The average transaction amount

Question 6

Match each Dynamics 365 deployment option to its description.

Accepted Answer

Dynamics 365 Online: Hosted on Microsoft's cloud infrastructure, managed by Microsoft.. Dynamics 365 offers three main deployment options: Online (cloud, managed by Microsoft), On-premises (locally managed), and Hybrid (combination). Common mistakes include swapping the definitions of Online and On-premises, or misrepresenting Hybrid as purely cloud.

Answer

Dynamics 365 Online: Installed on the customer's local servers, managed by the customer.

Answer

Dynamics 365 On-premises: Hosted on Microsoft's cloud infrastructure, managed by Microsoft.

Answer

Dynamics 365 Hybrid: Exclusive cloud deployment with no on-premises components.

Question 7

A sales organization wants to use AI to help sales representatives identify the best leads to pursue. The AI should analyze historical lead conversion data and suggest leads with the highest likelihood of becoming customers. Which Dynamics 365 Sales AI feature should they use?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring uses machine learning models trained on historical lead conversion data to calculate a score for each lead, indicating the likelihood of conversion. This directly enables sales representatives to prioritize leads with the highest probability of becoming customers, matching the organization's requirement.

Answer

Relationship Analytics

Answer

Sales Insights

Answer

Assistant

Question 8

Your organization uses Dynamics 365 Sales. The sales team spends significant time manually entering data and searching for customer information. You want to leverage Copilot to improve productivity. You need to recommend the best initial configuration to enable Copilot features for the sales team. The solution should require minimal custom development and follow Microsoft best practices. Which action should you take?

Accepted Answer

Enable Copilot in the Dynamics 365 environment settings. Enabling Copilot in the Dynamics 365 environment settings is the correct initial step because it activates the built-in AI assistant that can automatically summarize records, draft emails, and retrieve customer information without custom development. This follows Microsoft best practices by leveraging out-of-the-box capabilities with minimal configuration, directly addressing the sales team's need to reduce manual data entry and search time.

Answer

Build a custom chatbot with Power Virtual Agents

Answer

Create a custom AI model using AI Builder

Answer

Disable Copilot to avoid confusion

Question 9

A healthcare provider uses Dynamics 365 Customer Insights to manage patient profiles. They need to ensure that only authorized users can access sensitive health information. Which feature should they configure?

Accepted Answer

Role-based access control (RBAC). Role-based access control (RBAC) in Dynamics 365 Customer Insights allows administrators to assign specific permissions (e.g., read, write, delete) to users based on their roles, ensuring that only authorized personnel can access sensitive health information. This is the primary mechanism for securing patient data and complying with regulations like HIPAA.

Answer

Enrichment with external data

Answer

Match rules for deduplication

Answer

Data source connections

Question 10

Refer to the exhibit. A Dynamics 365 Customer Insights segment is configured as shown. The marketing team notices the segment does not include a customer who recently spent $12,000. What is the most likely reason?

Accepted Answer

The segment is not refreshed daily. The segment is configured to refresh weekly on Mondays. If the customer's spending increased to $12,000 after the last refresh, they would not be included until the next scheduled refresh. Option A is correct because the segment is not refreshed daily, so recent changes are not reflected immediately. Option B is incorrect because the operator 'greaterThan' is appropriate for including customers who have spent more than $10,000. Option C is incorrect because 'TotalSpend' is a valid field. Option D is incorrect because the value represents a threshold, not the exact spend of a specific customer.

Answer

The operator should be 'lessThan'

Answer

The field name 'TotalSpend' is misspelled

Answer

The value should be 12000

Question 11

A sales manager notices that the opportunity pipeline report shows incorrect forecasting amounts. The sales team uses custom revenue fields instead of the standard 'Est. Revenue' field. What should the administrator configure to ensure accurate forecasting?

Accepted Answer

Map the custom field to the forecast category in the forecasting configuration. The forecasting engine in Dynamics 365 Sales relies on the 'Est. Revenue' field by default. When a sales team uses custom revenue fields, those fields are not automatically included in forecast calculations. Mapping the custom field to the forecast category in the forecasting configuration explicitly tells the system to use that field's value for revenue aggregation, ensuring accurate pipeline amounts.

Answer

Enable the custom field in the opportunity form

Answer

Add the custom field to the lead entity

Answer

Configure sales acceleration rules to include the custom field

Question 12

A company uses Dynamics 365 Field Service and wants to track inventory of parts on technician vans. The company also needs to know which parts are used on each work order. What should the company configure?

Accepted Answer

Inventory journals. Inventory journals in Dynamics 365 Field Service are used to track parts inventory on technician vans and record adjustments, transfers, or usage. They allow the company to maintain accurate stock levels for van inventory and link parts consumption to specific work orders, ensuring traceability of which parts are used on each job.

Answer

Work order products

Answer

Purchase orders

Answer

Inventory transfers

Question 13

A company is planning to implement Dynamics 365 Field Service. They want to enable mobile technicians to view their schedule, update work order status, and capture customer signatures. Which THREE features should the company implement?

Accepted Answer

Push Notifications. Push Notifications (B) are correct because they enable the Field Service mobile app to alert technicians in real time about new assignments, schedule changes, or urgent work orders, ensuring they stay informed without constantly checking the app. This directly supports the requirement for technicians to view their schedule and respond promptly.

Answer

IoT Alerts

Answer

Customer Portal

Question 14

Which TWO actions are supported by Dynamics 365 Customer Insights?

Accepted Answer

Unifying customer data from multiple sources. Dynamics 365 Customer Insights is a customer data platform (CDP) designed to unify customer data from disparate sources such as CRM, ERP, and marketing systems into a single, comprehensive view. It supports enriching these unified customer profiles with external data (e.g., demographic or behavioral data from third-party providers) to enhance segmentation and personalization. Creating sales orders, managing inventory, and processing payroll are operational tasks handled by other Dynamics 365 applications like Sales, Supply Chain Management, and Finance, respectively.

Answer

Creating sales orders

Answer

Managing inventory levels

Answer

Processing payroll

Question 15

Which THREE features can be used to manage customer agreements in Dynamics 365 Field Service? (Choose three.)

Accepted Answer

Service level agreements (SLAs). Service level agreements (SLAs) in Dynamics 365 Field Service define response and resolution time commitments for customer agreements. They are directly associated with agreements to enforce contractual service timelines, making option C correct.

Answer

Work orders

Answer

Inventory adjustments

Question 16

A manager wants to see which work orders are scheduled for today on a map-based view. Which tool in Dynamics 365 Field Service provides this?

Accepted Answer

Schedule Board. The Schedule Board in Dynamics 365 Field Service provides a map-based view that displays work orders, resources, and their schedules. It allows managers to see which work orders are scheduled for today, drag-and-drop to reschedule, and filter by various criteria. This makes it the correct tool for visualizing work orders on a map.

Answer

Customer Service Hub

Answer

Resource Scheduling Optimization

Answer

Work Order list

Question 17

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

Accepted Answer

Role-based tailored experiences for sales representatives. The Dynamics 365 Sales mobile app provides role-based tailored experiences, meaning sales representatives see only the data, dashboards, and forms relevant to their role, which improves productivity and reduces clutter. This is achieved through the app's integration with the same security roles and entity-level permissions defined in the Dynamics 365 environment, ensuring that field sales reps have a focused, mobile-optimized interface without administrative overhead.

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 18

A customer service manager wants to automatically categorize incoming cases based on keywords in the subject line. Which feature should they use?

Accepted Answer

Define a routing rule set. Routing rule sets in Dynamics 365 Customer Service allow you to define conditions based on case attributes, such as keywords in the subject line, to automatically categorize and route incoming cases to the appropriate queue or agent. This feature uses rule-based logic to evaluate case fields and trigger the correct categorization without manual intervention.

Answer

Set up a queue

Answer

Create a service-level agreement (SLA)

Answer

Use the timeline wall

Question 19

Which TWO actions can be performed using a business process flow in Dynamics 365 Sales?

Accepted Answer

Automatically create a phone call activity when moving to a new stage.. Business process flows in Dynamics 365 Sales can be configured to automatically create a phone call activity when a user moves to a new stage. This is done by adding a workflow or Power Automate flow that triggers on stage transition, enabling automated task creation without manual intervention.

Answer

Enforce that all fields in the opportunity form are required.

Answer

Automatically send an email when an opportunity is won.

Answer

Control which users can view or edit opportunities.

Question 20

You are the Dynamics 365 administrator for a retail company. The sales team uses Dynamics 365 Sales to manage leads and opportunities. The marketing team uses Dynamics 365 Marketing to create segments and send emails. The VP of Sales wants to see a unified view of each customer's interactions across sales and marketing, including email opens, clicks, and meeting activities. You need to recommend a solution that provides this 360-degree view without custom development. What should you do?

Accepted Answer

Implement Dynamics 365 Customer Insights - Data to create a unified customer profile.. Dynamics 365 Customer Insights - Data (now part of Microsoft Customer Data Platform) is designed to unify customer data from multiple sources, including Dynamics 365 Sales and Marketing, into a single customer profile. This provides the 360-degree view the VP of Sales needs, including email opens, clicks, and meeting activities, without custom development. Option B is incorrect because the timeline control on the contact form only shows activities within the same app (e.g., Sales activities) but not cross-app data from Marketing. Option C is incorrect because building a Power Apps portal requires custom development, which the scenario explicitly wants to avoid. Option D is incorrect because Sales Insights (now Dynamics 365 Sales Insights) provides AI-driven analytics and suggestions within Sales but does not inherently unify marketing interaction data, such as email opens and clicks, across apps.

Answer

Use the timeline control on the contact form to show activities from both apps.

Answer

Build a Power Apps portal that aggregates data from both apps.

Answer

Enable Sales Insights to capture sales activities and email interactions.