MB-910 Practice Test 9 — 10 Questions

Question 1

A company wants to provide support via SMS and Facebook Messenger. Which Dynamics 365 Customer Service module should be used?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service allows integration of multiple digital channels including SMS and Facebook Messenger, making option C correct. Option A (Knowledge Base) stores articles for self-service, not channels. Option B (Power Virtual Agents) is for building chatbots, not channel integration. Option D (Customer Service Insights) provides analytics, not channel support.

Answer

Knowledge Base

Answer

Power Virtual Agents

Answer

Customer Service Insights

Question 2

Which THREE features are part of Dynamics 365 Sales Insights?

Accepted Answer

Predictive lead and opportunity scoring. Predictive lead and opportunity scoring is a core feature of Dynamics 365 Sales Insights because it uses AI and machine learning models to analyze historical sales data and CRM activities, automatically assigning a score to leads and opportunities based on their likelihood to convert. This helps sales teams prioritize high-value prospects without manual effort, directly enhancing sales efficiency and decision-making.

Answer

Business process flows

Answer

Power BI embedded dashboards

Question 3

Which TWO actions can be performed using the Customer Service Admin Center? (Choose two.)

Accepted Answer

Set up queues for case routing. The Customer Service Admin Center allows administrators to set up queues for case routing (C) and configure user security roles (D). Managing knowledge articles (A) is done within the Knowledge Base settings. Configuring Copilot features (B) is handled in the Copilot settings. Viewing survey response analytics (E) is done in Dynamics 365 Customer Voice.

Answer

Manage knowledge articles

Answer

Configure Copilot features

Answer

View survey response analytics

Question 4

Which TWO benefits does the Customer Service Insights dashboard provide?

Accepted Answer

Topic clustering to identify common issues. Options D and E are correct. Customer Service Insights dashboard provides topic clustering to identify common issues and historical trend analysis of case volumes. It does not offer direct creation of knowledge articles from cases, real-time agent monitoring, or live chat with customers.

Answer

Direct creation of knowledge articles from cases

Answer

Real-time agent monitoring

Answer

Live chat with customers

Question 5

A company uses Dynamics 365 Customer Insights to manage customer data from multiple sources. They plan to use the system to generate predictive models, enrich customer profiles with external data, and export segments to a marketing platform. Which TWO actions are required before they can use predictive models?

Accepted Answer

Create a unified customer profile from all data sources.. To use predictive models in Dynamics 365 Customer Insights, you must first create a unified customer profile by matching and merging data from all sources into a single customer entity. This unified profile is the foundation for all AI and machine learning features, including predictive models. Without it, the system cannot correlate data across sources to generate accurate predictions.

Answer

Export segments to the marketing platform.

Answer

Configure relationships between all data sources.

Answer

Enrich customer profiles with external data sources.

Question 6

A technician needs to record time spent on a work order and also capture expenses such as parts used. Which entity should the technician update?

Accepted Answer

Booking journal. The booking journal is used to record time, expenses, and mileage against a work order booking. Option A (Booking journal) is correct. Option B (Time entry) is used for project-based time tracking, not for work order time/expenses. Option C (Work order service tasks) tracks task completion, not time or expenses. Option D (Product inventory) tracks inventory levels, not technician time or expenses.

Answer

Time entry

Answer

Work order service tasks

Answer

Product inventory

Question 7

A field service manager wants to analyze technician performance, including average time to complete work orders and customer satisfaction ratings. Which tool should they use to create these reports?

Accepted Answer

Use Power BI dashboards with data from Field Service.. Dynamics 365 Field Service integrates with Power BI, enabling creation of custom dashboards and reports to analyze technician performance metrics like average time to complete work orders and customer satisfaction ratings. Option A (Customer Service Analytics) is designed for customer service cases, not field service. Option B (Connected Field Service) focuses on IoT data, not performance analytics. Option D (Export to Excel) is a manual workaround that lacks integrated real-time capabilities.

Answer

Customer Service Analytics

Answer

Connected Field Service

Answer

Export data to Microsoft Excel and create pivot tables.

Question 8

Your organization uses Dynamics 365 Sales and wants to automatically capture emails from prospects and link them to the corresponding contact and opportunity records. Which feature should you enable?

Accepted Answer

Server-side synchronization. Server-side synchronization is the correct feature because it enables automatic synchronization of emails, appointments, and contacts between Dynamics 365 and Exchange. When configured, it can automatically track emails from prospects and link them to the corresponding contact and opportunity records based on email addresses and tracking tokens, without requiring any client-side add-ins or manual intervention.

Answer

Email engagement

Answer

Exchange Online integration

Answer

Activity feed

Question 9

Which TWO capabilities are included in Dynamics 365 Marketing?

Accepted Answer

Email marketing automation. Options A and E are correct: Email marketing automation and event management are core capabilities in Dynamics 365 Marketing. Option B is incorrect because resource scheduling belongs to Dynamics 365 Field Service. Option C is incorrect because entitlement management is part of Dynamics 365 Customer Service. Option D is incorrect because IoT alerts are a capability of Dynamics 365 Field Service.

Answer

Resource scheduling

Answer

Entitlement management

Answer

IoT alerts

Question 10

Your Dynamics 365 environment has multiple business units and you need to ensure that sales representatives can only view leads assigned to their own business unit. What should you configure?

Accepted Answer

Configure security roles with business unit access level. Security roles with business unit-level access restrict data visibility to that business unit. Option A is incorrect because teams are for collaboration, not security. Option B is incorrect because hierarchy security is for managers to see subordinate data, not for restricting visibility by business unit. Option C is incorrect because field security profiles restrict specific fields, not records.

Answer

Create teams and share leads

Answer

Use hierarchy security

Answer

Set field security profiles