MB-910 Practice Test 8 — 10 Questions

Question 1

A sales manager wants to ensure that leads are automatically qualified based on specific criteria such as budget and timeline. Which Dynamics 365 feature should be configured?

Accepted Answer

Lead scoring. Lead scoring in Dynamics 365 Sales is the feature that automatically evaluates and ranks leads against a defined model using attributes such as budget, timeline, and other qualification criteria. It assigns a score to each lead so sales reps can prioritize the most promising opportunities. Configuring a scoring model (either the built-in predictive model or a custom model) directly addresses the manager's requirement to auto-qualify leads based on specific criteria.

Answer

Copilot for Sales

Answer

Sales sequences

Answer

Business process flow

Question 2

An administrator needs to configure a service-level agreement (SLA) that automatically escalates a case if it is not resolved within 4 hours of creation. What should they create?

Accepted Answer

An SLA KPI instance with a failure action to escalate. In Dynamics 365 Customer Service, an SLA is implemented by creating an SLA record containing SLA items, each with a KPI (e.g., 'Time to resolve') and a failure action. When the KPI breaches its threshold, the configured failure action — such as escalating the case or running a workflow — fires automatically. This is the native mechanism for time-based escalation tied to case age.

Answer

A routing rule set with a condition on case age

Answer

A queue with a high-priority routing rule

Answer

A classic workflow with a wait condition

Question 3

Which THREE features are available in Dynamics 365 Customer Service? (Choose THREE.)

Accepted Answer

Unified Routing. Unified Routing is a core feature in Dynamics 365 Customer Service that intelligently distributes incoming work items (cases, chats, messages) to the most appropriate agent or queue based on skills, presence, and capacity. It replaces legacy routing with a modern, rules-based engine that ensures efficient assignment and reduced resolution times.

Answer

Lead Scoring

Answer

Segmentation

Question 4

An organization wants to enable customers to find answers from a public-facing knowledge base without contacting support. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Customer Service portal (Power Pages). A Customer Service portal (built on Power Pages) provides a public-facing knowledge base that enables customers to find answers through self-service without contacting support. Option A is wrong because the Customer Service admin center is used for configuration, not for end-user self-service. Option C is wrong because Omnichannel for Customer Service handles live interactions across channels, not self-service knowledge base access. Option D is wrong because Dynamics 365 Copilot assists agents, not customers directly.

Answer

Customer Service admin center

Answer

Omnichannel for Customer Service

Answer

Dynamics 365 Copilot

Question 5

A customer service manager wants to define different service level agreements (SLAs) for different case types, such as high priority and low priority. The SLAs should automatically apply when a case is created. Which configuration should the manager use?

Accepted Answer

SLA KPIs. SLA KPIs (Key Performance Indicators) allow service managers to define and track time-based metrics for different case types, such as high and low priority. When a case is created, the associated SLA KPI automatically applies based on the case type. Option A is incorrect because queues are used for routing and grouping cases, not for SLA definitions. Option C is incorrect because entitlements define the level of service a customer is entitled to, but they do not enforce time-based SLAs. Option D is incorrect because routing rules determine how cases are assigned to agents, not SLA conditions.

Answer

Queue configuration

Answer

Entitlements

Answer

Routing rules

Question 6

You are reviewing the exhibit of an enrichment configuration in Customer Insights - Data. What is the purpose of this enrichment?

Accepted Answer

Add demographic data based on postal code. The enrichment configuration in Customer Insights - Data uses a data source (such as a postal code lookup service) to append demographic attributes (e.g., income level, age range, or household size) to existing customer profiles. This is correct because the exhibit shows an enrichment step that maps postal code to external demographic data, not a deduplication, purchase history, or churn calculation process.

Answer

Delete duplicate profiles

Answer

Add purchase history based on customer ID

Answer

Calculate churn probability

Question 7

Woodland Services is a field service company that provides HVAC maintenance. They use Dynamics 365 Field Service. Their dispatchers use the schedule board to assign work orders manually. Recently, they have experienced an increase in customer complaints about missed appointments. Upon investigation, they find that some work orders are not being assigned to technicians because the dispatchers are overwhelmed. The company wants to automate the scheduling process to ensure all work orders are assigned promptly. Additionally, they need to consider that some work orders require specific certifications (e.g., handling refrigerants). The company has 10 technicians, each with different skills and territories. Which solution should the company implement?

Accepted Answer

Configure Resource Scheduling Optimization to automatically assign work orders based on skills and location.. Resource Scheduling Optimization (RSO) in Dynamics 365 Field Service can automatically assign work orders to technicians based on predefined rules, including skill requirements (e.g., refrigerant certification) and geographic proximity. This directly addresses the dispatcher overload and ensures all work orders are assigned promptly without manual intervention.

Answer

Enable the customer portal for customers to choose their preferred technician.

Answer

Implement a skill-matching rule in the schedule board to highlight qualified technicians.

Answer

Hire additional dispatchers to handle the workload.

Question 8

Your Dynamics 365 Sales team uses Copilot to help draft emails. However, some users report that the suggested content is irrelevant. What should you check first?

Accepted Answer

Data quality and completeness of CRM records. The first thing to check when Copilot suggestions are irrelevant is the data quality and completeness of CRM records. Copilot in Dynamics 365 Sales generates content based on the data available in the CRM, such as customer interactions, notes, and history. If records are incomplete or outdated, the suggestions will be poor. Licensing, privacy settings, and sharing permissions affect access but not the relevance of the content.

Answer

Copilot licensing

Answer

Organization's privacy settings

Answer

User permissions for sharing

Question 9

A marketing manager wants to use Dynamics 365 Customer Insights to create a unified customer profile from transactional data stored in Azure SQL Database and engagement data from Dynamics 365 Marketing. Which data source type should they configure in Customer Insights - Data to connect to the Azure SQL Database?

Accepted Answer

Azure SQL Database connector. The Azure SQL Database connector is the correct data source type because it directly ingests transactional data from Azure SQL Database into Customer Insights - Data, enabling the creation of unified customer profiles. This connector supports incremental updates and schema mapping, which are essential for merging transactional data with engagement data from Dynamics 365 Marketing.

Answer

Export destination

Answer

Common Data Model folder

Answer

Power Query Online

Question 10

A sales manager wants to see a single timeline of customer interactions across sales, service, and marketing. Which Customer Insights feature provides this?

Accepted Answer

Unified customer profile. The unified customer profile in Dynamics 365 Customer Insights aggregates data from sales, service, and marketing interactions into a single, comprehensive timeline. This feature merges disparate data sources (e.g., CRM, support tickets, campaign responses) to create a 360-degree view, enabling the sales manager to see all customer touchpoints in one place.

Answer

Data enrichment

Answer

Customer segmentation

Answer

Predictive scoring