MB-910 Practice Test 9 — 10 Questions

Question 1

A company wants to use AI to calculate the likelihood that a customer will churn. Which Customer Insights feature should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights use machine learning to analyze historical customer data and calculate the likelihood of future outcomes, such as churn. This feature specifically builds a binary classification model that outputs a churn probability score for each customer, enabling proactive retention efforts.

Answer

Measures

Answer

Segmentation

Answer

Enrichment

Question 2

A marketing manager wants to use Dynamics 365 Customer Insights to create a segment of 'High-Value Customers' based on a combination of purchase frequency and average order value. The data is unified, but the manager is unsure how to build the segment. What is the recommended approach?

Accepted Answer

Use the Segment Builder to create a dynamic segment using measures for purchase frequency and average order value. Dynamics 365 Customer Insights provides a Segment Builder specifically designed to create dynamic segments based on measures like purchase frequency and average order value. This allows the marketing manager to define conditions using pre-built or custom measures without writing code, ensuring the segment updates automatically as data changes.

Answer

Write a SQL query in the data management interface

Answer

Use Power Automate to filter customers based on purchase history

Answer

Manually tag each high-value customer profile in the customer card

Question 3

Based on the exhibit, what will happen when a new service request is created in Dynamics 365 Field Service?

Accepted Answer

A work order will be automatically generated.. In Dynamics 365 Field Service, a service request is a customer-facing record that captures an issue or request. When a new service request is created, the system automatically generates a corresponding work order, which is the internal record used for scheduling and dispatching field technicians. This automation ensures that the request is translated into actionable work without manual intervention.

Answer

The service request will be automatically scheduled.

Answer

The work order will be automatically assigned to a technician.

Answer

No work order will be created.

Question 4

A business analyst wants to calculate the average order value for customers in a specific segment within Dynamics 365 Customer Insights. Which feature should they use to create this calculation?

Accepted Answer

Create a measure. A measure in Dynamics 365 Customer Insights allows you to define custom calculations, such as the average order value, based on existing data entities. Measures aggregate data (e.g., sum, count, average) across customer profiles or transactions, enabling segment-specific metrics without modifying the underlying data source.

Answer

Build a prediction model

Answer

Data source configuration

Answer

Enrich profiles with demographic data

Question 5

A customer contacts support about a recurring issue. The agent wants to quickly find if a knowledge article exists for this issue. Where should the agent look first?

Accepted Answer

Use the knowledge base search within the case form. The knowledge base search within the case form is the most direct and efficient way for an agent to find a relevant knowledge article while working on a case. In Dynamics 365 Customer Service, the knowledge base search control is embedded directly in the case form, allowing the agent to search for articles without leaving the case context. This integration uses the same search index as the main knowledge base, ensuring the agent sees the most current and relevant articles for the issue.

Answer

Check the case timeline for notes

Answer

Review the customer's chat transcripts

Answer

Look up the customer's account record

Question 6

Refer to the exhibit. Which attribute contributes the most to the lead score?

Accepted Answer

email_engagement. In Dynamics 365 Sales, lead scoring models assign points to attributes based on their predictive power. Email engagement (e.g., opens, clicks, replies) is typically weighted highest because it directly indicates active interest and intent, often contributing the most points to the lead score compared to static demographic fields like job title or company size.

Answer

job_title

Answer

lead_source

Answer

company_size

Question 7

A marketing manager wants to see a 360-degree view of each customer, including their interactions, purchases, and support tickets. Which Dynamics 365 tool provides this?

Accepted Answer

Customer Insights - Data. Customer Insights - Data (option A) is the correct tool because it is specifically designed to unify customer data from multiple sources (e.g., interactions, purchases, support tickets) into a single, 360-degree customer view. It uses data ingestion, entity matching, and unification processes to create a comprehensive profile, directly addressing the marketing manager's requirement.

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Customer Service

Answer

Customer Insights - Journeys

Question 8

A sales rep wants to quickly see a list of their upcoming meetings and tasks related to their opportunities without navigating away from the opportunity record. What feature should they use?

Accepted Answer

The Timeline control on the opportunity form.. The Timeline control on the opportunity form aggregates activities such as meetings, tasks, emails, and notes into a single chronological feed directly on the record. This allows the sales rep to view upcoming meetings and tasks related to the opportunity without navigating away from the form.

Answer

The Relationship Assistant.

Answer

The Notes section on the opportunity form.

Answer

The Associated View for the opportunity.

Question 9

You are a business analyst for a nonprofit organization that uses Dynamics 365 Customer Insights. They have donor data from a fundraising system and event attendance data from a separate system. They want to create a single view of each donor. After importing both data sources, you run the data unification process. However, you notice that some donors who appear in both systems are being created as separate profiles instead of being merged. What is the most likely cause?

Accepted Answer

The deduplication rules are not configured to match on common fields like email.. The data unification process in Dynamics 365 Customer Insights relies on deduplication rules to identify and merge matching profiles. If these rules are not configured to match on common fields such as email address, the system will treat records from different sources as separate profiles, even if they represent the same donor. Without proper matching conditions, the unification step cannot link the records, resulting in duplicate profiles.

Answer

The profiles were enriched with external data.

Answer

The data sources were not imported correctly.

Answer

The segment was created before unification.

Question 10

Scenario: A field service technician uses the Dynamics 365 Field Service mobile app. They need to record time spent on a work order and capture the customer's signature. The technician is currently on site but has no internet connection. What should they do?

Accepted Answer

Use the mobile app in offline mode to record time and capture signature.. The Dynamics 365 Field Service mobile app is built on the Power Apps mobile platform and supports offline mode, allowing technicians to download their booked work orders, record time entries, capture customer signatures, and complete tasks without connectivity. Data is stored locally in the app's offline cache and syncs automatically when the device reconnects. This is the designed workflow for on-site technicians in low- or no-connectivity environments.

Answer

Call the dispatcher to record time and signature manually.

Answer

Wait until internet is available before proceeding.

Answer

Complete a paper form and enter data later.