MB-910 Practice Exam 62 — 20 Questions

Question 1

A sales manager needs to view a dashboard that shows the total revenue by region for the current quarter. Which type of dashboard in Dynamics 365 Sales should be used?

Accepted Answer

Power BI Dashboard. Power BI Dashboard is correct because Dynamics 365 Sales integrates with Power BI to create rich, interactive dashboards that can display real-time data from multiple sources, including total revenue by region for the current quarter. Power BI dashboards allow sales managers to customize visualizations and filter data dynamically, making them ideal for this analytical requirement.

Answer

Interactive Experience Dashboard

Answer

System Dashboard

Answer

Tableau Dashboard

Question 2

Which TWO features in Dynamics 365 Sales help sales reps prioritize their daily tasks and focus on high-value activities?

Accepted Answer

Work List. Work List (A) is correct because it provides a personalized, prioritized list of activities and records (e.g., leads, opportunities, tasks) that are due or overdue, helping sales reps immediately see what needs attention. Relationship Assistant (B) is correct because it uses AI-driven insights and business rules to surface actionable cards (e.g., follow-up reminders, email engagement alerts) that guide reps toward high-value activities, such as contacting a hot lead or preparing for a meeting.

Answer

Goal Management

Answer

Forecasting

Answer

Predictive Lead Scoring

Question 3

A sales manager wants to automatically capture email activities and suggest next steps for sales reps. Which feature should they enable?

Accepted Answer

Copilot. Copilot in Dynamics 365 Sales uses AI to automatically capture email activities (such as tracking emails, appointments, and tasks) and suggests next best actions for sales reps, like scheduling a follow-up or creating a quote. This directly meets the requirement of automating activity capture and providing proactive recommendations without manual configuration.

Answer

Sales Insights

Answer

Sequence

Answer

Lead Scoring

Question 4

A salesperson needs to quickly access the history of interactions with a specific contact, including emails, meetings, and phone calls. Where can they find this information in Dynamics 365 Sales?

Accepted Answer

Timeline. The Timeline control in Dynamics 365 Sales aggregates all activities related to a specific record (e.g., a contact) into a single chronological feed. It displays emails, meetings, phone calls, notes, and system posts without requiring navigation to separate modules, giving the salesperson a complete interaction history at a glance.

Answer

Queue

Answer

Sales literature library

Answer

Dashboard

Question 5

Drag and drop the steps to configure role-based security in Dynamics 365 into the correct order.

Accepted Answer

Create or copy a security role, then set privileges, then assign to users.. Security role configuration includes creating or copying, setting privileges, and assigning to users.

Answer

Create or copy a security role, then assign to users, then set privileges.

Answer

Set privileges, then create or copy a security role, then assign to users.

Answer

Assign to users, then create or copy a security role, then set privileges.

Question 6

A company uses Dynamics 365 Customer Insights - Journeys. Which THREE activities can be used in a journey? (Select THREE.)

Accepted Answer

Send push notification. Send push notification is a correct activity because Dynamics 365 Customer Insights - Journeys allows you to add push notification actions to a journey, enabling real-time engagement with customers via mobile apps. This leverages the customer's consent and device registration data to deliver targeted messages.

Answer

Update inventory

Answer

Generate invoice

Question 7

A company uses Dynamics 365 Customer Insights - Data to create a unified customer profile. They notice that duplicate records exist from different sources. What should they do to resolve this?

Accepted Answer

Configure deduplication rules within Customer Insights. D is correct because Dynamics 365 Customer Insights - Data provides built-in deduplication rules that allow you to define matching criteria (e.g., name, email, phone) to identify and merge duplicate records from different sources into a single unified customer profile. This is the intended, native mechanism for resolving duplicates within the system, ensuring data integrity without manual intervention or external tools.

Answer

Manually delete duplicate records in each source system

Answer

Create a dataflow to filter duplicates

Answer

Use Power Automate to remove duplicates

Question 8

A field service manager wants to optimize technician schedules to minimize travel time. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it uses predefined optimization goals and constraints to automatically generate and adjust technician schedules, specifically targeting minimized travel time. Unlike manual scheduling on the Schedule Board, RSO applies algorithms to consider factors like location, skill requirements, and availability to produce the most efficient route and assignment sequence.

Answer

Inventory Management

Answer

Schedule Board

Answer

Connected Field Service

Question 9

A Customer Insights administrator receives an error when trying to ingest a CSV file from Azure Blob Storage. The error message says 'Access denied'. What is the most likely cause?

Accepted Answer

The connection string or SAS token is invalid or expired. The 'Access denied' error when ingesting a CSV file from Azure Blob Storage into Dynamics 365 Customer Insights indicates that the service cannot authenticate to the storage resource. The most common cause is an invalid or expired connection string or Shared Access Signature (SAS) token, as these credentials are required for secure access to Azure Blob Storage. Without valid credentials, Customer Insights cannot read the file, regardless of its format, size, or schema.

Answer

The CSV format is incompatible

Answer

The CSV file is too large

Answer

The schema does not match the mapping

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

Question 11

A data analyst needs to create a measure in Dynamics 365 Customer Insights - Data that calculates the total revenue per customer from the past 90 days. They have a 'Sales' entity with fields: CustomerID, Revenue, and TransactionDate. Which type of measure should they create?

Accepted Answer

Calculated measure. A calculated measure in Dynamics 365 Customer Insights - Data is used to perform aggregations (like SUM, COUNT, AVG) over a specified time window, such as the past 90 days, using fields from a single entity. Since the requirement is to sum Revenue per CustomerID filtered by TransactionDate within a rolling 90-day period, a calculated measure is the correct type because it allows defining a measure with a time-based filter and aggregation logic directly on the 'Sales' entity.

Answer

Entity measure

Answer

Dimension measure

Answer

Attribute measure

Question 12

Which THREE steps are required when configuring a Business Process Flow for opportunities in Dynamics 365 Sales?

Accepted Answer

Define the stages and steps. Defining the stages and steps is a core requirement when configuring a Business Process Flow (BPF) for opportunities, as it structures the sales process into logical phases (e.g., Qualify, Develop, Propose) and specifies the sequence of actions (steps) that users must complete. Without this foundational step, the BPF cannot guide users through the opportunity lifecycle.

Answer

Create a workflow to trigger on stage change

Answer

Configure connection roles for the opportunity

Question 13

A company is planning to implement Dynamics 365 Customer Insights. They have customer data stored in an on-premises SQL Server database and also in Salesforce CRM. They want to unify this data in Customer Insights. Which data ingestion method should they use to bring data from both sources?

Accepted Answer

Use Power Query with a gateway for on-premises SQL and the Salesforce connector for Salesforce. Dynamics 365 Customer Insights uses Power Query as its primary data ingestion engine, which supports both on-premises SQL Server via an on-premises data gateway and cloud-based Salesforce CRM through a dedicated Salesforce connector. This allows the company to unify data from both sources without requiring intermediate storage or third-party tools.

Answer

Use Power Query connectors for cloud data only, then use a gateway for on-premises SQL

Answer

Export data from SQL to Azure Blob Storage and then ingest from Blob, and use Salesforce API

Answer

Use third-party ETL tool to push data into Customer Insights via API

Question 14

A large enterprise uses Dynamics 365 Customer Insights to manage customer data from multiple subsidiaries. They want to ensure that each subsidiary can only see their own customer data but the corporate team can see all data. What is the best approach?

Accepted Answer

Create separate data partitions within Customer Insights and assign access permissions accordingly. Data partitions in Dynamics 365 Customer Insights allow you to logically separate data from different sources (e.g., subsidiaries) within a single environment. By assigning role-based access permissions to each partition, you ensure that subsidiary users can only view their own partition data, while corporate users with broader permissions can access all partitions. This is the designed mechanism for multi-tenant or multi-business-unit data isolation without duplicating infrastructure.

Answer

Create separate segments for each subsidiary

Answer

Apply enrichment filters to hide data

Answer

Use match rules to keep data separate

Question 15

A field service manager configures a booking rule as shown in the exhibit. A high-priority work order from a Gold SLA customer arrives. Which resource will be selected first?

Accepted Answer

The resource with the highest proximity weight. The rule selects resources that match the required skills and prioritizes proximity with a weight of 8. Option A is wrong because proximity is weighted lower than skill match (SkillMatch is true, but the rule doesn't specify weight, so skill match is a filter; proximity weight determines ranking among matching resources). Option C is wrong because skill match is a requirement, not a weight. Option D is wrong because there is no mention of certifications.

Answer

The resource with the lowest proximity weight

Answer

The resource with the highest certification

Answer

The resource with the most skills

Question 16

A salesperson wants to send a personalized email template to a prospect and track when the email is opened. Which feature should they use?

Accepted Answer

Email engagement. Email engagement in Dynamics 365 Sales provides tracking capabilities such as open and click-through rates on emails sent from the system. By enabling email engagement, the salesperson can send a personalized email template and receive real-time notifications when the prospect opens the email, allowing for timely follow-ups.

Answer

Email template

Answer

Quick Campaign

Answer

Server-side synchronization

Question 17

A retail company wants to create a single view of each customer by unifying data from their e-commerce platform, in-store POS system, and loyalty program. Which Dynamics 365 Customer Insights capability should they use?

Accepted Answer

Customer Data Platform (CDP) capabilities. Dynamics 365 Customer Insights is a Customer Data Platform (CDP) that ingests, unifies, and resolves customer data from multiple sources—such as e-commerce platforms, POS systems, and loyalty programs—into a single, unified customer profile. This capability is specifically designed to create a 360-degree view of each customer by matching and merging records across disparate data sources.

Answer

Connections

Answer

Predictions

Answer

Segmentation

Question 18

A marketing team notices that a segment based on 'high-value customers' returns fewer records than expected. The segment criteria include 'Total Purchase Amount > $500' and 'Last Purchase Date within 90 days'. The data source is updated nightly. What is the most likely cause?

Accepted Answer

The segment was not refreshed after data update. The segment criteria are evaluated against the data at the time the segment is created or last refreshed. Since the data source updates nightly, the segment must be manually or automatically refreshed to incorporate the new data. If the segment was not refreshed after the nightly update, it would still reflect the older, smaller dataset, resulting in fewer records than expected.

Answer

The data source credentials are expired

Answer

The segment includes too many conditions

Answer

The customer profiles are not unified

Question 19

A company wants to use Customer Insights to send a birthday discount email to customers whose birthday is today. What should they create?

Accepted Answer

A dynamic segment with a date condition. A dynamic segment with a date condition is the correct approach because it automatically evaluates customer data each time the segment runs, selecting only those whose birthday matches today's date. This ensures the email is sent to the correct recipients on the specific day without manual intervention, leveraging Customer Insights' real-time data refresh capabilities.

Answer

A measure

Answer

A static segment

Answer

An enrichment

Question 20

Refer to the exhibit. An email containing the word 'urgent' is received. What will happen based on the rule?

Accepted Answer

A case will be created in the Urgent Queue with High priority.. The rule creates a case with High priority in Urgent Queue. Option A is correct. Option B is wrong because priority is High, not Medium. Option C is wrong because it creates a case, not update. Option D is wrong because it doesn't ignore.

Answer

A case will be created in the Urgent Queue with Medium priority.

Answer

The email will be updated with a new category.

Answer

The email will be ignored.