MB-910 Practice Exam 61 — 20 Questions

Question 1

You are a Customer Insights administrator for a healthcare organization. The organization has strict data privacy requirements. They need to ensure that customer profiles containing sensitive health information are not exported to external systems without proper consent. The current configuration includes a segment called 'HealthDataSegment' that contains patients with specific conditions. The marketing team wants to export this segment to a third-party email marketing tool for a campaign. However, the compliance officer has mandated that no health data should leave the Customer Insights environment without explicit consent. What should you do to meet the compliance requirement while still allowing the marketing campaign?

Accepted Answer

Create a data policy in Customer Insights that restricts export of health attributes, and then export the segment excluding those attributes. Option C is correct because Dynamics 365 Customer Insights allows administrators to create data policies that restrict the export of specific attributes (e.g., health data) from segments. By defining a policy that excludes health-related attributes from the 'HealthDataSegment' export, you comply with the consent requirement while still allowing the marketing team to export the segment (minus sensitive data) to the third-party email marketing tool.

Answer

Disable export for the segment and use only in-app campaigns

Answer

Use data masking in the export destination

Answer

Remove all health-related attributes from the customer profiles

Question 2

You are the Dynamics 365 administrator for a healthcare provider that uses Customer Insights to manage patient profiles. The organization must comply with HIPAA regulations. Patient data is sourced from an electronic health record (EHR) system and from a patient portal. The EHR system is on-premises and sends data via a nightly batch file in CSV format. The patient portal sends data in real-time via API. You need to ensure that all patient data in Customer Insights is encrypted at rest and in transit. The platform already encrypts data at rest by default. However, you are concerned about the data in transit from the EHR system. What should you do?

Accepted Answer

Configure the EHR data source to use SFTP for file transfer.. Option C is correct because SFTP (SSH File Transfer Protocol) encrypts the CSV file during transit, addressing the concern about data in transit from the on-premises EHR system. Since the EHR sends data via a nightly batch file, using SFTP ensures the file is encrypted over the network, complementing the platform's default encryption at rest. This aligns with HIPAA requirements for protecting ePHI during transmission.

Answer

Encrypt the CSV file before uploading.

Answer

Change the patient portal API to use batch uploads.

Answer

Enable double encryption at rest in Customer Insights.

Question 3

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 4

Your organization uses Dynamics 365 Sales. The sales manager wants to see a real-time dashboard that shows the number of open opportunities, total pipeline value, and win rate for each salesperson. The dashboard should update automatically as data changes. Which approach should you take?

Accepted Answer

Have the sales manager create a personal dashboard using out-of-the-box charts.. Option B is correct because personal dashboards can be created by users and can include real-time data. Option A is wrong because system dashboards are read-only for most users and require admin privileges to modify. Option C is wrong because Power BI dashboards may not update in real-time without premium capacity and are more complex. Option D is wrong because Excel export is static and not real-time.

Answer

Export data to Excel and create a pivot table.

Answer

Use Power BI to create a dashboard and embed it in Dynamics 365.

Answer

Create a system dashboard and share it with the sales team.

Question 5

A small business recently started using Dynamics 365 Sales to manage customer interactions. The owner wants to see a quick overview of the sales pipeline and the performance of each salesperson. They have limited time and want to use out-of-the-box features without custom development. Which feature should they use to visualize the pipeline and track sales activities in real time?

Accepted Answer

Sales Dashboard. The Sales Dashboard provides out-of-the-box charts and KPIs for pipeline and performance. Sales Copilot is an AI assistant, not a dashboard. Power BI requires additional licensing and setup. Advanced find is for searching records.

Answer

Sales Copilot

Answer

Advanced Find

Answer

Power BI embedded

Question 6

You are a Dynamics 365 Sales administrator. The company has a complex product catalog with many products and price lists. Salespeople often struggle to find the correct products and prices when creating quotes. You need to simplify the quote creation process to ensure salespeople can quickly add products with the correct price. The solution should also enforce that only products from the approved price list are used. What should you do?

Accepted Answer

Create product bundles and associate them with a default price list.. Option A is correct because product bundles group related products, and price lists ensure correct pricing. Option B is wrong because custom views for each product are inefficient to maintain. Option C is wrong because disabling price list selection may cause incorrect pricing. Option D is wrong because calculated fields do not restrict product selection.

Answer

Create separate custom views for each product category.

Answer

Use calculated fields to auto-populate price based on product.

Answer

Disable the price list lookup on the quote and use a default price list.

Question 7

A global company uses Dynamics 365 Sales with multiple currencies. They have sales teams in the US, Europe, and Asia. When an opportunity is created, the amount is entered in the local currency, but the company wants to see the estimated revenue in a base currency (USD) for reporting. The exchange rates fluctuate daily. The administrator needs to ensure that the system automatically converts amounts to USD using up-to-date exchange rates. What should the administrator configure?

Accepted Answer

Set up currency management and enable automatic exchange rate updates from a provider.. Currency management with automatic exchange rate updates ensures conversion. Manual rates would be outdated. Transaction currency is for recording, not reporting base. Data integration is not needed.

Answer

Implement a custom data integration to pull exchange rates daily.

Answer

Use the Transaction Currency field to report in base currency.

Answer

Manually update exchange rates weekly in the system.

Question 8

Your company uses Dynamics 365 Sales. The sales team wants to track competitor information on opportunities. They need to record which competitors are involved in each deal and add notes about their strengths and weaknesses. Which entity should be used to capture this information?

Accepted Answer

Competitor. Option C is correct because the Competitor entity is designed to track competitors, and it can be related to opportunities. Option A is wrong because the Account entity is for customer companies, not competitors. Option B is wrong because the Lead entity is for potential customers. Option D is wrong because the Product entity is for products, not competitors.

Answer

Product

Answer

Account

Answer

Lead

Question 9

A large enterprise uses Dynamics 365 Sales and wants to leverage AI to help sales representatives prioritize leads and opportunities. The sales team receives hundreds of leads per week from various sources, and many leads do not convert. The company has historical data on which leads converted and the characteristics of those leads. They want the system to automatically assign a score to each lead based on the likelihood of conversion, and also to recommend the next best action for each lead. Additionally, they want to use natural language queries to ask questions about the sales pipeline. Which combination of features should they implement?

Accepted Answer

Enable predictive lead scoring and Sales Copilot.. Predictive lead scoring uses historical data to score leads. Sales Copilot provides next best actions and natural language query capabilities. Relationship analytics is about customer relationships, not scoring. Basic scoring rules are manual.

Answer

Enable basic lead scoring rules and relationship analytics.

Answer

Configure lead auto-assignment rules and use the timeline for notes.

Answer

Use Power BI to create lead scoring reports and train staff to interpret them.

Question 10

A company uses Dynamics 365 Sales and wants to integrate with Microsoft Teams to allow sales representatives to collaborate on deals without leaving Teams. They want to be able to view and update opportunity records, see activity feeds, and launch meetings directly from Teams. The company also wants to use AI to summarize meeting notes and suggest next steps. Which set of features should they deploy?

Accepted Answer

Dynamics 365 app for Teams and Sales Copilot for Teams.. Dynamics 365 app for Teams provides record access and activity feeds. Sales Copilot in Teams provides AI meeting summaries and next steps. Conversations are for calls, not meetings. File sharing is basic.

Answer

Use Power Automate to send updates to a Teams channel.

Answer

Microsoft Teams integration with SharePoint for document sharing.

Answer

Dynamics 365 app for Teams and enable conversation intelligence.

Question 11

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. Option A is correct because AI-suggested articles provide automatic suggestions, Conversation Insights analyzes sentiment, and Customer Service Insights provides dashboards. Option B is wrong because Copilot is not specifically for sentiment. Option C is wrong because Knowledge Search is manual. Option D is wrong because Power Automate does not provide sentiment analysis natively.

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

Question 12

Adventure Works uses Dynamics 365 Customer Service and wants to improve first-call resolution rates. They have a knowledge base but agents often forget to search for articles during calls. Management wants to implement a system that automatically suggests relevant knowledge articles to agents based on the case details and customer conversation. Additionally, they want to provide agents with a quick way to create a new case from an email if needed. You need to recommend a solution. What should you do?

Accepted Answer

Enable Copilot for Service to provide article suggestions and case creation from email.. Copilot for Service integrates with Customer Service to automatically suggest knowledge articles based on context and allows creating cases from emails. Option B is incorrect because Customer Service Insights is for analytics. Option C is incorrect because Omnichannel is for multi-channel routing. Option D is incorrect because Service Scheduling is for appointments.

Answer

Enable Customer Service Insights to identify knowledge gaps.

Answer

Configure Service Scheduling to manage callbacks.

Answer

Use Omnichannel for Customer Service to route emails to agents.

Question 13

Contoso Ltd. uses Dynamics 365 Customer Service and has a team of support agents who handle cases. The company wants to ensure that agents are meeting service level agreements (SLAs) for case resolution. Management wants to automatically escalate cases that are approaching their SLA deadline to a supervisor. Additionally, they want to send an email notification to the customer when a case is escalated. You need to configure this in Dynamics 365 Customer Service. What should you do?

Accepted Answer

Configure SLA and escalation rules with email notifications.. SLA and escalation rules in Dynamics 365 Customer Service allow you to define success criteria, failure actions (like escalate), and send email notifications. Option B is incorrect because Power Automate can be used but is not the primary method. Option C is incorrect because Customer Service Insights is for analytics. Option D is incorrect because Omnichannel is for multi-channel routing.

Answer

Enable Customer Service Insights to detect approaching deadlines.

Answer

Set up Omnichannel for Customer Service to escalate cases.

Answer

Use Power Automate to monitor case timelines and send alerts.

Question 14

You are a customer service manager at a software company. The support team uses Dynamics 365 Customer Service workspace to manage cases. The team has noticed that agents spend a lot of time searching for relevant knowledge articles when working on cases. You want to improve efficiency by providing agents with relevant article suggestions automatically based on the case details. Additionally, the solution should learn from agent feedback to improve suggestions over time. What should you implement?

Accepted Answer

Enable Copilot for Service to suggest knowledge articles based on case context and agent feedback.. Option C is correct because Copilot for Service provides AI-driven knowledge suggestions that learn from feedback. Option A is wrong because manual tagging is inefficient. Option B is wrong because Copilot Studio is for chatbots, not agent assistance. Option D is wrong because Customer Service Insights provides analytics, not real-time suggestions.

Answer

Create a Customer Service Insights dashboard to show frequently used articles.

Answer

Build a custom chatbot using Copilot Studio that agents can query for articles.

Answer

Manually tag each case with relevant knowledge articles using a lookup field.

Question 15

Contoso Ltd. is a global manufacturing company that recently implemented Dynamics 365 Sales. The sales team consists of 50 representatives located in North America, Europe, and Asia. They sell complex machinery with long sales cycles. The company wants to improve the efficiency of its sales process by automating routine tasks. Currently, sales representatives manually create follow-up tasks every time a customer meeting is completed. These tasks are often forgotten, leading to missed follow-ups. Additionally, the company wants to ensure that when a lead is qualified, the appropriate product catalog is presented based on the lead's region. The system should automatically create an opportunity with the correct price list. The sales manager also wants to be able to view a dashboard that shows the number of overdue tasks per salesperson. Which combination of Dynamics 365 Sales features should the administrator implement to address all these requirements?

Accepted Answer

Use Power Automate to create follow-up tasks after meetings, configure product catalog with regional price lists, and use a personal dashboard to display overdue tasks.. Option C is correct because Power Automate can create follow-up tasks automatically after meetings, addressing the missed follow-ups. Configuring the product catalog with regional price lists ensures the correct price list is applied when an opportunity is created from a qualified lead. A personal dashboard can display overdue tasks per salesperson, meeting the manager's reporting requirement.

Answer

Enable lead scoring to qualify leads faster, use seller cards to display tasks, and configure automatic record creation rules for tasks.

Answer

Implement Sales Insights for activity tracking, use lead scoring to prioritize leads, and configure personal dashboards for overdue tasks.

Answer

Configure business process flows for opportunities, set up sales teams with assignment rules, and use the Sales Hub app for dashboards.

Question 16

GreenTech Solutions provides IT support and uses Dynamics 365 Field Service. They have a team of 5 technicians. Each technician has a van stocked with common parts. Recently, technicians have been reporting that they run out of essential parts like network cables and power supplies while on site, causing delays. The company wants to ensure that van inventory is replenished automatically based on usage. Additionally, they want to track which parts are used on each work order for billing. The company currently uses work order products to record parts used, but there is no integration with inventory. Which feature should GreenTech implement to address these requirements?

Accepted Answer

Implement inventory journals to record parts usage and trigger replenishment.. Inventory journals in Dynamics 365 Field Service allow technicians to record parts usage directly from van stock, which automatically reduces on-hand quantities and can trigger replenishment workflows. This meets both requirements: tracking parts per work order for billing and enabling automatic restocking based on usage thresholds.

Answer

Set up inventory transfers between warehouses and vans.

Answer

Use customer assets to track parts installed at customer sites.

Answer

Configure purchase orders to automatically order parts when stock is low.

Question 17

You are a Dynamics 365 administrator for a mid-size manufacturing company. The company uses Dynamics 365 Sales and Customer Service. Recently, the sales team reported that when they try to use Copilot to generate meeting notes, they receive an error message: 'Copilot is not available. Contact your administrator.' The support team, however, can use Copilot to summarize cases without issues. All users have appropriate licenses (Sales Premium for sales, Customer Service Enterprise for support). You verify that the Copilot feature is enabled in the Power Platform admin center. What is the most likely cause of the issue?

Accepted Answer

The 'Sales Copilot' solution is not installed in the environment.. Option C is correct because the 'Sales Copilot' solution is a separate, required component that must be installed in the environment for Copilot to function in Dynamics 365 Sales. Even though Copilot is enabled globally in the Power Platform admin center and sales users have Sales Premium licenses, the missing solution prevents the Copilot feature from initializing in the Sales app. The support team can use Copilot in Customer Service because the 'Copilot for Customer Service' solution is likely installed, highlighting that each app requires its own Copilot solution.

Answer

The sales users do not have the 'System Administrator' role.

Answer

Copilot is disabled for the Sales app in the Power Platform admin center.

Answer

The AI Builder model for Copilot is not published.

Question 18

You are a field service administrator for a company that provides HVAC maintenance. The company uses Dynamics 365 Field Service with Resource Scheduling Optimization (RSO). Recently, technicians have reported that they are receiving work orders that require specialized parts (e.g., specific filters) that are not in their truck inventory. The dispatchers manually override RSO suggestions to send technicians who have the parts, but this is inefficient. The company wants to ensure that RSO considers technician inventory levels when scheduling. You need to configure the system to meet this requirement. Which action should you take?

Accepted Answer

Configure Inventory Adjustment to track technician onboard inventory and set work order products as resource requirements for RSO.. Option B is correct because it enables Resource Scheduling Optimization (RSO) to consider technician onboard inventory by configuring Inventory Adjustment to track parts on the truck and setting work order products as resource requirements. This ensures RSO automatically filters technicians based on part availability, eliminating the need for manual dispatcher overrides.

Answer

Disable Resource Scheduling Optimization and rely on manual scheduling.

Answer

Create a new inventory pool and assign all work orders to that pool.

Answer

Use a custom workflow to check inventory levels after scheduling and reassign work orders.

Question 19

You are a Dynamics 365 administrator for a mid-sized e-commerce company. The marketing team wants to use Dynamics 365 Customer Insights to create a unified customer profile that includes browsing history, purchase history, and customer support interactions. They also want to use this unified data to send personalized offers via email. You have access to Dynamics 365 Customer Insights and Dynamics 365 Marketing. What should you do first?

Accepted Answer

Set up data ingestion from browsing history, purchase history, and support interactions into Dynamics 365 Customer Insights, then unify the data into a single customer profile.. The first step is to ingest the disparate data sources (browsing history, purchase history, and support interactions) into Dynamics 365 Customer Insights and then unify them into a single customer profile. This unified profile is the foundation for all downstream activities, such as segmentation and personalized email campaigns. Without this data unification, you cannot accurately target or personalize offers in Dynamics 365 Marketing.

Answer

Configure Dynamics 365 Customer Insights to send personalized emails directly to customers using the unified customer profile.

Answer

Import all data directly into Dynamics 365 Marketing and use its native customer profile feature to unify the data.

Answer

Create a segment in Dynamics 365 Customer Insights based on purchase history, then export the segment to Dynamics 365 Marketing to send offers.

Question 20

You are the Dynamics 365 administrator for a multinational retail chain. The company uses Dynamics 365 Customer Insights to create a 360-degree view of customers. They have data from three systems: an on-premises ERP system containing customer purchases, an online store database with browsing behavior, and a loyalty program database. The ERP data is updated daily via batch files, the online store data is streamed in real-time, and the loyalty data is updated weekly. The marketing team wants to create a segment of customers who have made a purchase in the last 30 days and have browsed at least three product pages in the last week. However, they notice that some customers who meet these criteria are not appearing in the segment. Upon investigation, you find that the purchase data from the ERP is being ingested correctly, but the browsing data from the online store seems to have a delay of up to 24 hours. Which action should you take to resolve the issue?

Accepted Answer

Check the streaming API ingestion logs for errors or throttling.. The browsing data from the online store is streamed in real-time, but the investigation reveals a delay of up to 24 hours. This indicates that the streaming API may be experiencing errors or throttling, which prevents the data from being ingested promptly. Checking the streaming API ingestion logs will identify the root cause, such as rate limits or connectivity issues, allowing you to resolve the delay and ensure the segment includes all qualifying customers.

Answer

Adjust the data unification rules to match records more aggressively.

Answer

Change the ERP data import schedule to run more frequently.

Answer

Reconfigure the online store data source to use a batch import instead of streaming.