MB-910 Practice Exam 62 — 20 Questions

Question 1

You are a data analyst for a financial services company that uses Dynamics 365 Customer Insights. Your organization wants to use the Customer Insights data to improve customer retention. You have access to transaction data, customer service call logs, and web browsing behavior data. You need to identify customers who are likely to churn in the next 30 days. The solution must use built-in AI capabilities. What should you do?

Accepted Answer

Use the built-in Churn Prediction model in Dynamics 365 Customer Insights to analyze the data and get churn scores for each customer.. Option C is correct because Dynamics 365 Customer Insights includes a built-in AI-powered Churn Prediction model that analyzes transaction data, customer service logs, and web browsing behavior to generate churn scores for each customer. This model uses pre-trained machine learning algorithms specifically designed for customer retention scenarios, requiring no custom development or external tools. It directly meets the requirement to use built-in AI capabilities without manual intervention or export to other services.

Answer

Export all data to Azure Machine Learning and build a custom churn prediction model, then import the results back into Customer Insights.

Answer

Use Dynamics 365 Customer Insights to export the data to Power BI, visualize churn patterns, and manually identify likely churners.

Answer

Create a manual segmentation rule in Customer Insights based on customers with no purchases in the last 30 days.

Question 2

You are a Dynamics 365 Sales administrator for Contoso Ltd., a mid-sized company with 200 sales reps. The sales team uses Dynamics 365 Sales Sales Hub app. Currently, sales reps manually create leads from incoming emails and spend a lot of time searching for relevant content to send to prospects. The sales manager wants to reduce manual effort and improve response times. The company has a Microsoft 365 E5 subscription that includes Dynamics 365 Sales Enterprise and Sales Insights add-on licenses. Requirements: 1) Automatically create leads from emails sent to a shared mailbox. 2) Suggest relevant documents to sales reps based on the prospect's industry and previous interactions. 3) Provide a dashboard showing real-time pipeline and forecast. 4) Ensure that the solution uses existing licenses without additional cost. Which combination of actions should you take?

Accepted Answer

Enable auto capture to automatically suggest leads from emails. Enable content suggestions in Sales Insights. Use the out-of-the-box pipeline view and forecast charts in Sales Hub.. Auto capture is included with Sales Insights and can automatically suggest leads from emails. Content suggestions also use Sales Insights. Pipeline view is built into Sales Hub. Server-side sync is for email synchronization, not lead creation. Custom workflow would require development. Power BI requires additional licenses. Yammer is not for documents.

Answer

Create a Microsoft Power Automate flow to create leads from emails and store documents in SharePoint. Use Power BI to create a pipeline dashboard.

Answer

Configure server-side sync for the shared mailbox and create a custom workflow to create leads from emails. Also, enable content suggestions and use Power BI for pipeline dashboard.

Answer

Enable auto capture and use Yammer to share documents. Use the default opportunity view for pipeline.

Question 3

A sales manager wants to automatically assign leads to the appropriate salesperson based on the lead's geographic region. The regions are North America, Europe, Asia, and others. The assignment should happen as soon as the lead is created. What is the most efficient way to achieve this?

Accepted Answer

Create a routing rule set with conditions for each region and assign to the corresponding salesperson.. Option B is correct because routing rules with rule-based assignment can automatically assign leads based on region. Option A is wrong because manual assignment is not automatic. Option C is wrong because workflows can assign but routing rules are more efficient for lead assignment. Option D is wrong because queues are for grouping, not automatic assignment to specific users.

Answer

Use a queue and have salespeople claim leads from the queue.

Answer

Create a workflow that triggers on lead creation and assigns to a salesperson based on region.

Answer

Train salespeople to manually pick leads from a shared queue.

Question 4

A sales manager notices that the sales team is not consistently following up with leads after initial contact. Many leads go cold because no one takes action. The manager wants to set up automated email reminders and tasks for sales representatives when a lead is created or when a certain number of days pass without activity. They also want to track the effectiveness of these automated communications. Which feature should they use in Dynamics 365 Sales?

Accepted Answer

Sales sequences. Sales sequences allow creation of automated steps including emails and tasks, with analytics. Business process flows are for stage enforcement, not automated outreach. Workflows can send emails but lack the structured sequence and analytics. Power Automate is more complex and not native to Sales.

Answer

Business process flows

Answer

Power Automate flows

Answer

Workflows (classic)

Question 5

A new sales representative needs to quickly understand the history of interactions with a specific customer before a meeting. They want to see all emails, appointments, phone calls, and notes related to that customer in one place. Which feature in Dynamics 365 Sales should they use?

Accepted Answer

Timeline control. The timeline control shows all related activities and notes for a record. The activity feed is deprecated. Relationship assistant provides suggestions. Sales Copilot is an AI assistant.

Answer

Relationship assistant

Answer

Sales Copilot

Answer

Activity feed

Question 6

WideWorldImporters is a wholesale distributor using Dynamics 365 Sales. Their sales team consists of outside reps who travel frequently and use mobile devices. The company wants to ensure that when a sales rep creates a new account or contact on their mobile device, it is immediately available to other reps in the same region. Additionally, they want to automatically capture email activities from Microsoft 365 and link them to the relevant CRM records. The administrator has enabled server-side synchronization. However, sales reps report that newly created records are not immediately visible to others, and emails are not being tracked consistently. What should the administrator verify first?

Accepted Answer

Check the offline sync settings for the mobile app. Option A is correct because offline sync settings control how often data syncs between mobile and server. If set to manual or infrequent, new records won't be visible immediately. Option B is wrong because email tracking is separate. Option C is wrong because security roles affect visibility but not sync frequency. Option D is wrong because duplicate detection checks for duplicates but doesn't affect sync.

Answer

Verify that server-side synchronization is configured for the user's mailbox

Answer

Review the security roles to ensure sharing permissions are correct

Answer

Check duplicate detection rules

Question 7

A sales manager wants to analyze the sales pipeline to identify bottlenecks. They want to see how many opportunities are in each stage, the total value, and the average time opportunities spend in each stage. They also want to filter the data by salesperson and region. Which out-of-the-box tool in Dynamics 365 Sales should they use?

Accepted Answer

Pipeline view in Sales Hub. The Pipeline view in Sales Hub provides exactly this visualization with filtering. Sales Copilot does not provide pipeline analytics. Power BI is external. Advanced Find returns records but not aggregated visuals.

Answer

Advanced Find

Answer

Sales Copilot

Answer

Power BI dashboards

Question 8

Contoso Ltd. is a mid-sized manufacturing company that recently implemented Dynamics 365 Customer Service to handle support requests for their industrial equipment. They have three support tiers: Level 1 (basic troubleshooting), Level 2 (technical specialists), and Level 3 (engineering). Cases are created via email, phone, and a customer portal. Currently, all cases are manually assigned by a dispatcher, which causes delays. The company wants to automate case routing based on the following: 1) Cases submitted by email are automatically classified using keywords (e.g., 'hydraulic failure' goes to Level 2, 'billing' goes to Level 1). 2) Cases from the portal are automatically assigned to Level 1 if the customer's entitlement allows. 3) Urgent cases (priority 1) are always assigned to Level 3 regardless of category. They also want to use AI to suggest knowledge articles for cases. You are the Dynamics 365 Customer Service consultant. Which combination of features should you recommend?

Accepted Answer

Configure routing rules for email keywords, set up entitlements for portal cases, and enable AI-suggested articles. Option D is correct because Routing Rules handle keyword-based email routing, Entitlements control portal case assignment, and AI suggestions provide article recommendations. Option A is wrong because SLAs do not route; they track times. Option B is wrong because Queues alone don't route automatically. Option C is wrong because Omnichannel is for real-time, not email routing.

Answer

Enable Omnichannel for Customer Service, configure automatic case creation, and use Copilot

Answer

Create queues for each tier, assign cases manually via the dispatcher, and enable the knowledge base

Answer

Set up SLAs for each priority, create separate queues by category, and use Customer Service Insights for suggestions

Question 9

Adventure Works uses Dynamics 365 Customer Service and wants to ensure that customer service agents are following the correct procedures when handling cases. They have defined a set of business rules and best practices that must be adhered to. For example, agents must always verify customer identity before sharing sensitive information, and they must log all communication attempts. The company wants to enforce these rules in the system so that agents are guided through the process and cannot skip steps. Additionally, they want to provide real-time guidance to agents based on the current case context. You need to recommend a solution. What should you do?

Accepted Answer

Use Customer Service workspace and configure guided interactions and macros.. Customer Service workspace with guided interactions and macros allows you to create step-by-step guidance and enforce business rules. Option A is incorrect because Copilot for Service provides AI assistance but not enforced step-by-step guidance. Option B is incorrect because these features are natively available in Customer Service workspace. Option D is incorrect because Power Automate can automate actions but not guide agents through steps.

Answer

Implement Copilot for Service to provide real-time suggestions.

Answer

Configure Power BI dashboards to monitor agent compliance.

Answer

Create Power Automate flows to enforce business rules.

Question 10

Fabrikam Inc. is a software company that provides 24/7 support using Dynamics 365 Customer Service. They have a small team of 10 agents. Currently, support requests come via email only. They want to add live chat and phone support using Omnichannel for Customer Service. The requirements are: 1) Chat sessions should be automatically assigned to available agents. 2) Phone calls should be routed to agents who are currently free. 3) During off-hours, chat and phone should be redirected to a voicemail/email option. 4) Agents should be able to see customer history across channels. What is the minimal configuration needed?

Accepted Answer

Enable Omnichannel for Customer Service, configure workstreams for chat and voice, set up automatic case creation for off-hours messages. Option C is correct because Omnichannel provides chat and phone routing, and automatic case creation can capture off-hours messages. Option A is wrong because Omnichannel already provides routing, so manual queue assignment is not needed. Option B is wrong because SLAs are for time tracking, not routing. Option D is wrong because separate chat and phone systems are not integrated.

Answer

Create separate queues for chat and phone, assign agents manually, and use email for off-hours

Answer

Enable Omnichannel, configure workstreams for chat and voice, set up SLAs for response times

Answer

Implement a third-party chat and phone system, integrate via APIs, and use Power Automate

Question 11

Fabrikam Inc. uses Dynamics 365 Customer Service and wants to provide a consistent service experience across email, chat, and voice channels. They have agents who specialize in different products. They want to set up a system where incoming cases are automatically categorized and routed to the appropriate agent team based on the product mentioned in the customer's message. Additionally, they want to use a bot to handle initial triage for chat and voice calls. The bot should collect basic information and then route to the correct team. They also need to ensure that all interactions are recorded and stored in the case timeline. You need to recommend a configuration. What should you do?

Accepted Answer

Implement Omnichannel for Customer Service with Copilot Studio and configure routing rules.. Omnichannel for Customer Service with Copilot Studio and routing rules allows you to set up bots for triage, automatic categorization, and skill-based routing. All interactions are recorded in the timeline. Option A is incorrect because Copilot for Service is for agent assistance, not customer-facing bots. Option B is incorrect because Customer Service Insights is for analytics. Option D is incorrect because Service Scheduling is for field service.

Answer

Enable Customer Service Insights to analyze call data.

Answer

Use Service Scheduling to manage agent availability.

Answer

Use Copilot for Service to assist agents during interactions.

Question 12

You are a Dynamics 365 Customer Service administrator at Contoso Ltd. The company has a global customer base and operates in multiple time zones. They want to implement a unified customer service solution that supports email, chat, and social media channels. Agents must be able to see a single view of all customer interactions regardless of channel. Additionally, the company wants to automate the categorization of incoming cases based on keywords in the subject line. They also need to ensure that high-priority customers (Gold tier) receive a guaranteed first response within 1 hour during business hours. The solution must minimize custom development.

You need to design the solution. What should you do?

Accepted Answer

Use Customer Service hub with Omnichannel for Customer Service, configure email-to-case automation, create routing rules for case categorization, and set up SLA policies for Gold tier.. Option A is correct because Customer Service hub with Omnichannel provides unified agent experience, email-to-case and routing rules can categorize cases automatically, and SLA can be set for Gold customers. Option B is wrong because Customer Service Insights is analytics, not case management. Option C is wrong because Power Automate is custom development. Option D is wrong because Copilot alone cannot handle all requirements.

Answer

Deploy Dynamics 365 Copilot for all agent interactions and use manual processes for SLA.

Answer

Use Customer Service Insights to analyze trends, and manually assign cases to agents.

Answer

Build custom Power Automate flows for case categorization and use Power BI for analytics.

Question 13

You are a customer service administrator for a medium-sized retail company. The company uses Dynamics 365 Customer Service with Omnichannel for Customer Service. The support team handles inquiries via chat, email, and phone. Recently, the company experienced a surge in customer inquiries due to a product recall. The team is overwhelmed, and the manager wants to implement a solution that can automatically handle common questions about the recall, such as return procedures and refund status, without human intervention. Additionally, the solution should be able to escalate complex issues to a human agent when needed. The company has limited development resources and prefers a low-code solution. You are asked to recommend the best approach. What should you recommend?

Accepted Answer

Build a chatbot using Copilot Studio with integration to Dynamics 365 Customer Service.. Option B is correct because Copilot Studio provides a low-code environment to build chatbots that integrate with Dynamics 365 Customer Service, can handle common questions, and escalate to agents. Option A is wrong because Power Automate is for workflows, not conversational interfaces. Option C is wrong because custom development requires more resources. Option D is wrong because Copilot for Service is for agent assistance, not customer-facing chatbots.

Answer

Create a Power Automate flow to automatically respond to emails with predefined answers.

Answer

Configure Copilot for Service to provide suggested responses to agents.

Answer

Develop a custom web application using Azure Bot Service and direct API integration.

Question 14

Contoso Ltd. uses Dynamics 365 Customer Service to manage customer cases. Support agents are overwhelmed with phone calls and want to reduce call volume by offering self-service options. The company wants customers to find answers from knowledge articles, track their own cases, and submit service requests without contacting an agent. They also want to ensure that only authenticated customers can access these self-service features. You need to recommend a solution. What should you do?

Accepted Answer

Create a Power Pages portal and configure self-service features with authentication.. Creating a Power Pages portal integrated with Customer Service provides self-service capabilities for customers to access knowledge articles, track cases, and submit requests. Authentication can be configured to require customer login. Option A is incorrect because a customer service queue is for agents, not customers. Option C is incorrect because a Power BI dashboard is for reporting, not self-service. Option D is incorrect because a Power Automate flow automates processes but does not provide a customer-facing portal.

Answer

Create a new customer service queue and assign it to support agents.

Answer

Create a Power Automate flow to send case updates via email.

Answer

Create a Power BI dashboard to display case status to customers.

Question 15

You are a Dynamics 365 Customer Service administrator for a financial services company. The company uses Omnichannel for Customer Service to handle customer inquiries via chat and phone. The compliance team requires that all customer interactions are recorded and stored for auditing purposes, including chat transcripts and phone call recordings. Additionally, the recordings must be retained for at least seven years. The company uses Microsoft Purview for compliance and data governance. You need to configure the system to meet these requirements. Which action should you take?

Accepted Answer

Enable recording and retention policies in Microsoft Purview and integrate with Dynamics 365 Customer Service.. Option A is correct because Dynamics 365 Customer Service can be integrated with Microsoft Purview to retain chat transcripts and call recordings for the required period. Option B is wrong because Customer Service Insights does not provide retention. Option C is wrong because Copilot for Service does not handle recording retention. Option D is wrong because Azure Blob Storage is not directly integrated with Dynamics 365 for this purpose without custom development.

Answer

Use Customer Service Insights to export reports of interactions and store them in a SharePoint document library.

Answer

Store call recordings in Azure Blob Storage and implement a custom retention policy using Power Automate.

Answer

Configure Copilot for Service to log all interactions and store them in a custom database.

Question 16

Northwind Traders uses Dynamics 365 Customer Service and wants to implement a unified customer service experience. They currently use separate systems for email, chat, and phone support. Agents have to switch between multiple applications to handle customer interactions, leading to inefficiency. The company wants to provide a single interface for agents to handle all incoming customer requests from any channel. They also want to ensure that conversations are automatically routed to the most appropriate agent based on skills and availability. Additionally, they need to track customer sentiment in real-time during conversations. You need to recommend a configuration. What should you do?

Accepted Answer

Enable Omnichannel for Customer Service and configure skill-based routing and sentiment analysis.. Omnichannel for Customer Service provides a unified agent interface across channels, skill-based routing, and real-time sentiment analysis. Option A is incorrect because Power Virtual Agents (now Copilot Studio) is for chatbots, not agent interface. Option C is incorrect because Customer Service Insights provides historical analytics, not real-time sentiment. Option D is incorrect because Service Scheduling is for field service appointments.

Answer

Configure Customer Service Insights to analyze historical data and improve agent training.

Answer

Use Service Scheduling to manage agent availability and appointments.

Answer

Implement Power Virtual Agents (Copilot Studio) to handle basic queries.

Question 17

Northwind Traders is a global retail company with a Dynamics 365 Customer Service implementation. They have a team of 50 agents in three regions: North America (NA), Europe (EU), and Asia Pacific (APAC). Cases are created from email, chat, and phone. They want to implement a unified routing system that ensures: 1) Cases are assigned to the appropriate regional queue based on the customer's region. 2) Within a region, cases are distributed evenly among agents (round-robin). 3) Cases with priority 1 are assigned to senior agents, who are designated in each region. 4) Agents can handle cases from any region if they have capacity, but regional preference should apply. The system must also provide real-time insights into agent performance and case trends. You need to design the solution. What should you configure?

Accepted Answer

Configure Omnichannel for Customer Service with work distribution, skills, and conversation insights. Option B is correct because Omnichannel provides skill-based routing, round-robin, and real-time analytics. Option A is wrong because Queues alone don't distribute evenly. Option C is wrong because manual assignment doesn't use round-robin. Option D is wrong because SLAs only track times.

Answer

Set up routing rules based on region and priority, assign agents manually, and use Power BI

Answer

Define SLAs for each priority, create queues for each region, and use dashboards

Answer

Create regional queues, assign cases manually, and use Customer Service Insights for reporting

Question 18

Northwind Traders uses Dynamics 365 Customer Service and is experiencing long case resolution times. Management wants to identify bottlenecks in the case resolution process and improve overall efficiency. They want to analyze historical case data to find patterns, such as which queues have the longest resolution times, which agents are most productive, and which knowledge articles are most effective. They also want to share these insights with team leads through visual dashboards. You need to recommend a solution. What should you do?

Accepted Answer

Enable Customer Service Insights and create dashboards for team leads.. Customer Service Insights provides pre-built dashboards and analytics for case resolution, agent productivity, and knowledge article effectiveness. Option A is incorrect because Power Apps is for building custom apps, not analytics. Option B is incorrect because Power Automate is for automation. Option D is incorrect because Copilot for Service is for real-time assistance, not historical analytics.

Answer

Create a custom Power Apps canvas app to track case metrics.

Answer

Configure Copilot for Service to generate weekly performance summaries.

Answer

Use Power Automate to send weekly case summaries to managers.

Question 19

Contoso wants to implement a customer service solution that allows customers to initiate a chat session from the company's website. The chat should be able to handle common questions automatically using a bot, and if the bot cannot resolve the issue, the conversation should be seamlessly transferred to a human agent. Additionally, the agent should have access to the full chat history and customer context. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Omnichannel for Customer Service with Copilot Studio chatbot. Omnichannel for Customer Service with Copilot Studio (formerly Power Virtual Agents) enables chatbots on the website that can hand off to human agents with full context. Option A is incorrect because Copilot for Service is for agent assistance, not customer-facing chat. Option B is incorrect because Customer Service Insights is for analytics. Option D is incorrect because Service Scheduling is for appointments.

Answer

Customer Service Insights

Answer

Service Scheduling

Answer

Copilot for Service

Question 20

Wide World Importers, a multinational industrial equipment service company, uses Dynamics 365 Field Service across multiple countries. They have different legal entities and require that work orders, customer data, and inventory be managed separately per country due to local regulations. The company has a centralized dispatch team but needs to ensure that dispatchers can only see data for their assigned country. They also want to use a single Dynamics 365 environment to keep costs low. Which approach should Wide World Importers take to meet these requirements?

Accepted Answer

Configure business units for each country, assign users to respective business units, and use security roles with country-specific access. Additionally, set up Field Service geographic locations to restrict resource visibility.. Option C is correct because business units with security roles can enforce data isolation by country, and Field Service geographic locations can be used to filter resources and work orders by region. Option A is incorrect because multiple environments would increase costs and complexity. Option B is incorrect because team ownership does not prevent visibility across countries. Option D is incorrect because manual filtering does not enforce security.

Answer

Use a single environment with manual tagging of records by country and train dispatchers to filter manually.

Answer

Use a single environment and rely on record ownership by teams to restrict visibility.

Answer

Create separate Dynamics 365 environments for each country and use data integration to consolidate reporting.