MB-910 Practice Test 7 — 10 Questions

Question 1

A company wants to use Customer Insights to identify customers who are likely to respond to a new product campaign. Which feature should they use?

Accepted Answer

Predictive scoring. Predictive scoring in Dynamics 365 Customer Insights uses machine learning models to analyze historical customer data and engagement patterns, assigning a score that predicts the likelihood of a specific outcome—such as responding to a new product campaign. This directly matches the company's goal of identifying high-propensity customers for targeted outreach.

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Enrichment

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Measures

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Segmentation

Question 2

A company uses Dynamics 365 Field Service and wants to offer customers a self-service portal to schedule appointments. Which feature should be implemented?

Accepted Answer

Customer Portal (Power Apps portal). The Customer Portal (Power Apps portal) is the correct feature because it provides an external-facing, self-service web interface where customers can schedule appointments, view service history, and manage their accounts without contacting a dispatcher. Dynamics 365 Field Service integrates natively with Power Apps portals to expose entities like Work Orders, Bookings, and Accounts to authenticated external users. This directly satisfies the requirement for customer self-service appointment scheduling.

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Field Service Mobile app

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Dynamics 365 Copilot

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Schedule Board

Question 3

A retail company uses Dynamics 365 Customer Insights to unify customer data from online and in-store transactions. They want to define a customer segment based on customers who have made a purchase within the last 30 days and have a lifetime value above $500. Which feature should they use?

Accepted Answer

Create a segment based on conditions. Dynamics 365 Customer Insights allows you to define a segment based on conditions, such as combining a purchase recency filter (last 30 days) with a calculated lifetime value threshold (>$500). This uses the segment builder's rule-based logic to query unified customer profiles and transactional data, enabling precise targeting without custom code.

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Create a measure

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Enrich customer profiles with demographic data

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Create a prediction model

Question 4

A manufacturing company uses Dynamics 365 Sales and Customer Insights. They want to identify customers who are likely to churn based on support ticket volume and purchase recency. Which Customer Insights feature should they use to build this analysis?

Accepted Answer

Predictive models. A is correct because Predictive models in Dynamics 365 Customer Insights use built-in machine learning to analyze historical data—such as support ticket volume and purchase recency—and generate a churn probability score for each customer. This allows the company to proactively identify customers at risk of churning without requiring custom data science work.

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Measures

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Segments

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Enrichment

Question 5

Which THREE components are part of the Dynamics 365 Customer Service hub?

Accepted Answer

Service Level Agreement (SLA) management. The Dynamics 365 Customer Service hub is built around the core service capabilities delivered through the Customer Service workspace and related apps. Option C (Service Level Agreement (SLA) management) is correct because SLAs are a native Customer Service feature used to define KPIs, warning and failure times, and apply them to cases and work orders. Option D (Knowledge management) is correct because the Customer Service hub includes knowledge articles, knowledge search, and the ability to link articles to cases for agent assistance. Option E (Case management) is correct because cases are the central entity of the Customer Service hub, including case creation, routing, queues, and resolution. Options A (Sales forecasting) and B (Marketing lists) are not part of the Customer Service hub; sales forecasting belongs to Dynamics 365 Sales, and marketing lists belong to Dynamics 365 Marketing/customer engagement marketing functionality.

Answer

Sales forecasting

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Marketing lists

Question 6

A field service manager wants to see the real-time location of all technicians on a map. Which feature should they use?

Accepted Answer

Schedule Board (Map view). The Schedule Board in Dynamics 365 Field Service offers a Map view that plots technicians' real-time locations alongside their scheduled jobs, letting dispatchers see geographic proximity and reassign work efficiently. It pulls live location data from the Field Service mobile app's geolocation tracking. This is the purpose-built visualisation for the manager's requirement.

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Resource Scheduling Optimization

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Connected Field Service dashboard

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Field Service Mobile app

Question 7

A company uses Dynamics 365 Customer Insights - Journeys. They have a journey that sends a discount offer to customers who have not made a purchase in 30 days. They notice that some customers are receiving the offer multiple times. Which journey setting should they modify?

Accepted Answer

Frequency capping. Frequency capping is the correct setting because it limits how many times a customer can enter or receive communications from a journey within a specified period. In Dynamics 365 Customer Insights - Journeys, this prevents customers who meet the trigger condition (e.g., no purchase in 30 days) from being re-entered into the same journey repeatedly, which is the root cause of receiving the offer multiple times.

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Entity

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Goal

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Schedule

Question 8

Which THREE are prerequisites for setting up Customer Insights predictions? (Choose three.)

Accepted Answer

Unified customer profiles. Unified customer profiles (Option A) are a prerequisite for Customer Insights predictions because predictions rely on a consolidated, single view of each customer derived from multiple data sources. Without unified profiles, the AI models cannot accurately associate behaviors, transactions, and attributes to individual customers, which is essential for generating reliable predictions like churn or purchase likelihood.

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External data enrichment

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Real-time data streaming

Question 9

Drag and drop the steps to configure a sales territory in Dynamics 365 Sales into the correct order.

Accepted Answer

Create territory, then Assign manager, then Add members, then Activate territory. Configuring a territory involves creating it, assigning manager, adding members, and activating.

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Create territory, then Add members, then Assign manager, then Activate territory

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Create territory, then Assign manager, then Activate territory, then Add members

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Assign manager, then Create territory, then Add members, then Activate territory

Question 10

A customer service team wants to use a unified inbox to manage conversations from chat, email, and social media. Which app should they use?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service is the Dynamics 365 app that provides a unified agent inbox consolidating chat, email, social media, SMS, and voice conversations into a single interface. It routes incoming conversations to agents based on skills and capacity, and preserves context across channels. This directly matches the requirement for a unified inbox across chat, email, and social media.

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Dynamics 365 Customer Service Hub

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Power Virtual Agents

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Dynamics 365 Customer Service Insights