MB-910 Practice Test 8 — 10 Questions

Question 1

A retail company uses Dynamics 365 Customer Insights - Data to unify customer data from multiple sources. After running the data unification process, they notice that some duplicate records were not merged. Which step in the data unification process should they review to adjust the matching rules?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Match. The Match step in Dynamics 365 Customer Insights - Data is where you define and configure matching rules (e.g., fuzzy matching, exact matching, or custom conditions) to identify duplicate records across unified data sources. If duplicates were not merged, the matching rules likely need adjustment—such as lowering the confidence threshold or adding additional fields—to improve duplicate detection. Reviewing the Match step allows you to refine these rules and ensure more accurate record unification.

Answer

Ingest

Answer

Merge

Answer

Enrich

Question 2

Which TWO capabilities are provided by Dynamics 365 Sales?

Accepted Answer

Lead scoring. Lead scoring is a core capability of Dynamics 365 Sales that uses AI and predefined criteria to rank leads based on their likelihood to convert, helping sales teams prioritize high-quality leads. This feature is built into the Sales Hub app and leverages predictive scoring models to automate lead prioritization.

Answer

Case management

Answer

Campaign management

Answer

Knowledge base management

Question 3

A user wants to export a segment of high-value customers from Customer Insights to Dynamics 365 Marketing to send a campaign. What is the recommended way to do this?

Accepted Answer

Use the Dynamics 365 Marketing connector. The Dynamics 365 Marketing connector is the recommended, native integration between Customer Insights and Dynamics 365 Marketing. It enables direct, real-time export of customer segments without manual steps, preserving data integrity and supporting automated campaign triggers. This built-in connector is the designed path for high-volume, low-latency segment sharing.

Answer

Use the Customer Insights API

Answer

Export the segment as a CSV file and import it

Answer

Use Power Automate to copy data

Question 4

Your company uses Dynamics 365 Sales. A salesperson wants to record a phone call with a customer and associate it with the opportunity. How should they do this?

Accepted Answer

Create a Phone Call activity. In Dynamics 365 Sales, the Phone Call activity is the correct entity to record a phone conversation with a customer and link it to an opportunity. This activity captures call duration, direction, and subject, and can be associated directly with the opportunity record to maintain a complete communication history.

Answer

Create an Appointment activity

Answer

Create a Task activity

Answer

Create an Email activity

Question 5

A support manager wants to monitor real-time performance metrics such as average handle time and customer satisfaction scores. Which tool should be used?

Accepted Answer

Power BI embedded reports. Power BI embedded reports can be configured to display real-time performance metrics such as average handle time and customer satisfaction scores by connecting to real-time data streams in Dynamics 365 Customer Service. Option A is incorrect because Copilot in Customer Service is an AI assistant for helping agents with responses and case summarization, not for performance monitoring. Option B is incorrect because the timeline on cases shows the history and activities of an individual case, not aggregate performance metrics. Option D is incorrect because Customer Service historical analytics provides historical trends, not real-time metrics.

Answer

Copilot in Customer Service

Answer

Timeline on cases

Answer

Customer Service historical analytics

Question 6

Refer to the exhibit. A case has a 24-hour resolution SLA using the 'Extended Hours' business hours. The case is created on Friday at 4:00 PM. What is the deadline for resolution?

Accepted Answer

Tuesday at 6:00 PM. The case is created on Friday at 4:00 PM. Using 'Extended Hours' business hours (assumed 8 AM–8 PM weekdays), the remaining business hours on Friday are 2 hours (4–6 PM). Then Monday has 12 hours (8 AM–8 PM), totaling 14 hours. Tuesday needs 10 more hours (from 8 AM to 6 PM) to reach 24 business hours, resulting in a deadline of Tuesday at 6:00 PM. Option A (Tuesday 8 AM) miscalculates the hours. Option B (Monday 4 PM) is based on calendar days, ignoring business hours. Option D (Saturday 4 PM) ignores business hours and weekends.

Answer

Tuesday at 8:00 AM

Answer

Monday at 4:00 PM

Answer

Saturday at 4:00 PM

Question 7

Which TWO actions can a marketing user perform using Dynamics 365 Customer Insights? (Choose TWO.)

Accepted Answer

Create customer segments based on behavior. Options B and C are correct because Dynamics 365 Customer Insights allows marketing users to create customer segments based on behavior and generate predictive insights about churn. Option A is incorrect because routing support cases to queues is a feature of Dynamics 365 Customer Service, not Customer Insights. Option D is incorrect because drafting emails using Copilot is a feature of Dynamics 365 Sales or Marketing, not Customer Insights. Option E is incorrect because creating sales orders is managed in Dynamics 365 Sales.

Answer

Route support cases to queues

Answer

Draft emails using Copilot

Answer

Create sales orders

Question 8

Which TWO features in Dynamics 365 Customer Service help improve agent productivity?

Accepted Answer

Copilot. Options A (Copilot) and E (Quick Replies) improve agent productivity: Copilot uses AI to assist agents with responses and tasks, while Quick Replies provide pre-defined responses to common issues, saving time. Option B (Service Level Agreements) is for management, not direct productivity. Option C (Timeline) shows history but doesn't improve speed. Option D (Unified Routing) distributes work but doesn't directly boost agent efficiency.

Answer

Service Level Agreements

Answer

Timeline

Answer

Unified Routing

Question 9

You configure a sequence in Dynamics 365 Sales with a task step that has a 3-day time limit and an escalation action to email the manager. If the task is not completed within 3 days, what occurs?

Accepted Answer

The sequence sends an escalation email to the manager.. When a task step in a sequence is configured with an escalation action, the sequence automatically performs that action if the task is not completed within the specified time limit. In this case, the escalation action is to send an email to the manager, ensuring that stalled tasks are addressed.

Answer

The sequence waits indefinitely for the task to be completed.

Answer

The sequence ends after the task is created.

Answer

The sequence repeats the wait step.

Question 10

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