MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 — 40 Questions

Question 1

A marketing team wants to track the effectiveness of an email campaign by measuring open rates and click-through rates. Which Dynamics 365 app provides these analytics?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing provides campaign analytics including open and click-through rates. Option A is incorrect because Power BI is a separate analytics tool that can integrate but is not the Dynamics 365 app specialized for campaign tracking. Option B is incorrect because Dynamics 365 Sales focuses on lead and opportunity management, not email campaign analytics. Option D is incorrect because Customer Insights is for customer data unification and insights, not campaign performance metrics.

Answer

Power BI

Answer

Dynamics 365 Sales

Answer

Customer Insights

Question 2

A compliance team at a financial firm must track all customer interactions across email, chat, and phone for regulatory audits. Which Dynamics 365 capability ensures this data is captured and searchable?

Accepted Answer

Omnichannel for Customer Service with interaction recording. Dynamics 365 Customer Service with Omnichannel for Customer Service captures interactions from multiple channels and stores them in a unified timeline. Option A is wrong because Copilot generates responses, not captures interactions. Option B is wrong because Microsoft Purview is for compliance and retention, but the capture is done by the Dynamics 365 interaction recording. Option C is wrong because Power BI visualizes data, but does not capture it.

Answer

Copilot in Customer Service

Answer

Microsoft Purview compliance portal

Answer

Power BI embedded analytics

Question 3

Which TWO features in Dynamics 365 Sales help sales reps prioritize their leads?

Accepted Answer

Predictive lead scoring. Lead scoring ranks leads based on criteria, and predictive scoring uses AI to prioritize leads. Option C is incorrect because customer journeys are used for marketing automation, not for prioritizing leads. Option D is incorrect because the product catalog is used to manage products, not for lead prioritization. Option E is incorrect because email templates are used for communication, not for lead prioritization.

Answer

Customer journeys

Answer

Product catalog

Answer

Email templates

Question 4

Your organization uses Dynamics 365 Customer Service. A customer contacts support via chat and the agent needs to see the customer's previous purchases and open cases. Which feature allows the agent to access this information without switching screens?

Accepted Answer

Agent Dashboard. The Agent Dashboard (also known as the Agent Experience workspace) provides a unified view of customer information, including previous purchases and open cases, without requiring the agent to switch screens. Option B (Knowledge Base) is for searching articles, not viewing customer data. Option C (Customer Service Insights) is for analytics, not the agent workspace. Option D (Omnichannel for Customer Service) handles routing across channels, but the agent still uses the Agent Dashboard to access customer details.

Answer

Knowledge Base

Answer

Omnichannel for Customer Service

Answer

Customer Service Insights

Question 5

A salesperson needs to view the latest customer engagement data while working in Outlook. Which Dynamics 365 app integrates with Outlook to show this information?

Accepted Answer

Dynamics 365 App for Outlook. Dynamics 365 App for Outlook allows users to view CRM records in Outlook. Option B (Power Automate) automates workflows. Option C (Power BI) is for analytics. Option D (Sales Copilot) is a separate assistant.

Answer

Power Automate

Answer

Power BI

Answer

Sales Copilot

Question 6

A support agent wants to quickly find relevant knowledge articles while working on a case. Which Dynamics 365 Customer Service feature provides article suggestions automatically?

Accepted Answer

Knowledge Base search with AI suggestions. Knowledge Base search with AI suggestions uses natural language processing to recommend relevant articles based on the case context. Option A (Copilot for Customer Service) is used for summarization and generative responses, not article suggestions. Option C (Service Level Agreement) defines response and resolution timelines. Option D (Omnichannel for Customer Service) manages communication across channels.

Answer

Copilot for Customer Service

Answer

Service Level Agreement

Answer

Omnichannel for Customer Service

Question 7

A Dynamics 365 Sales administrator has configured Sales Insights settings as shown. Which feature is NOT enabled?

Accepted Answer

Conversation Intelligence. Conversation Intelligence is set to false. Option A is wrong because Relationship Analytics is enabled. Option B is wrong because Sentiment Analysis is enabled. Option D is wrong because Predictive Lead Scoring is enabled.

Answer

Relationship Analytics

Answer

Sentiment Analysis

Answer

Predictive Lead Scoring

Question 8

A sales representative needs to view the latest interaction history with a customer before a meeting. Which Dynamics 365 app provides a timeline of emails, calls, and appointments directly on the contact record?

Accepted Answer

Dynamics 365 Sales. Dynamics 365 Sales includes a timeline feature that displays all interactions (emails, calls, appointments) directly on the contact record, enabling the sales representative to review history before a meeting. Option A (Power Apps) is a low-code platform, not a sales-specific app. Option B (Customer Service Workspace) is designed for case management, not sales activities. Option C (Customer Insights) focuses on analytics and data unification, not per-contact interaction history.

Answer

Power Apps

Answer

Customer Service Workspace

Answer

Customer Insights

Question 9

A customer service manager wants to identify recurring issues by analyzing case data. Which Dynamics 365 feature should they use to create visualizations and dashboards?

Accepted Answer

Power BI integration. Power BI integration in Dynamics 365 allows creating custom dashboards and visualizations for case analysis. Option A is incorrect because Copilot provides AI suggestions, not custom dashboards. Option C is incorrect because Customer Voice is for surveys. Option D is incorrect because Customer Service Workspace is an agent interface.

Answer

Copilot

Answer

Customer Voice

Answer

Customer Service Workspace

Question 10

Your organization uses Dynamics 365 Sales and wants to automatically score leads based on demographic and behavioral data. Which feature should you configure?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (option D) is the correct feature because it uses machine learning to score leads based on demographic and behavioral data. Option A is incorrect because Copilot provides AI-powered suggestions and assistance, not lead scoring. Option B is incorrect because Power Automate flows are used for automating workflows, not for scoring leads. Option C is incorrect because Customer Insights is for unifying customer data from multiple sources, not for lead scoring.

Answer

Copilot

Answer

Power Automate flows

Answer

Customer Insights

Question 11

A field service technician needs to view assigned work orders and update their status on a mobile device while offline. Which Dynamics 365 app is designed for this scenario?

Accepted Answer

Dynamics 365 Field Service mobile app. Dynamics 365 Field Service mobile app is designed for technicians to view and update work orders offline. Option A is incorrect because Power Apps is a platform to build custom apps. Option B is incorrect because Dynamics 365 Remote Assist is for remote collaboration. Option C is incorrect because Customer Service Workspace is for agents.

Answer

Power Apps mobile

Answer

Dynamics 365 Remote Assist

Answer

Customer Service Workspace

Question 12

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

Question 13

A customer service agent wants to use AI to get suggested responses to a customer's email. Which Dynamics 365 feature provides this capability?

Accepted Answer

Copilot. Copilot in Dynamics 365 Customer Service uses generative AI to analyze incoming email context and suggest relevant, context-aware replies for the agent. This feature directly provides suggested responses to customer emails, leveraging natural language processing to draft replies that the agent can review and send.

Answer

Customer Voice

Answer

Power Virtual Agents

Answer

Knowledge Base

Question 14

A sales manager wants to forecast revenue by analyzing historical opportunities and current pipeline. Which Dynamics 365 feature should they use?

Accepted Answer

Sales forecasting. Sales forecasting (Option B) is correct because Dynamics 365 Sales includes forecasting capabilities that analyze historical opportunities and current pipeline to predict revenue. Option A (Customer Insights) is for customer data unification and analytics, not forecasting. Option C (Power BI) is a separate reporting tool but not the native forecasting feature within Dynamics 365 Sales. Option D (Copilot) provides AI-powered assistance and suggestions, not direct forecasting.

Answer

Customer Insights

Answer

Power BI

Answer

Copilot

Question 15

Your organization uses Dynamics 365 Customer Service and wants to automatically categorize incoming cases based on keywords in the subject. Which feature should you configure?

Accepted Answer

Routing rules. Routing rules can automatically categorize cases based on keywords or conditions. Option B is incorrect because queues group cases for agents but do not auto-categorize. Option C is incorrect because Copilot provides suggestions but not automatic categorization. Option D is incorrect because SLA KPIs monitor response times, not categorization.

Answer

Queues

Answer

Copilot

Answer

SLA KPIs

Question 16

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 17

Which THREE features are available in Dynamics 365 Customer Service?

Accepted Answer

SLA tracking. Options A, B, and E are correct. Dynamics 365 Customer Service includes SLA tracking, case management, and knowledge base functionality. Option C (campaign analytics) is a feature of Dynamics 365 Marketing, not Customer Service. Option D (lead scoring) is a feature of Dynamics 365 Sales.

Answer

Campaign analytics

Answer

Lead scoring

Question 18

Which TWO Dynamics 365 apps are part of the customer engagement apps family?

Accepted Answer

Dynamics 365 Sales. Options C and E are correct. Dynamics 365 Sales and Dynamics 365 Marketing are part of the customer engagement apps family. Option A (Dynamics 365 Finance) is incorrect because it is a finance and operations app. Option B (Dynamics 365 Supply Chain Management) is also a finance and operations app. Option D (Dynamics 365 Human Resources) is a standalone app and not part of customer engagement.

Answer

Dynamics 365 Finance

Answer

Dynamics 365 Supply Chain Management

Answer

Dynamics 365 Human Resources

Question 19

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Dynamics 365 feature should be used?

Accepted Answer

Predictive lead scoring in Sales Insights. Dynamics 365 Sales Insights includes predictive lead scoring that uses AI to prioritize leads based on their likelihood to convert. Option A is wrong because Copilot for Sales is an AI assistant for sales tasks, not a lead scoring engine. Option B is wrong because LinkedIn Sales Navigator provides social selling insights and relationship intelligence, not automatic lead scoring. Option D is wrong because Power BI is a data visualization and reporting tool, not an automatic prioritization engine.

Answer

Copilot for Sales

Answer

LinkedIn Sales Navigator

Answer

Power BI dashboards

Question 20

A customer service agent needs to find answers to common questions without leaving the case form. Which feature provides suggested knowledge articles in real time?

Accepted Answer

Knowledge article suggestions. Dynamics 365 Customer Service's knowledge article suggestions feature automatically displays relevant articles based on the case context, allowing agents to find answers without leaving the case form. Option A is incorrect because Omnichannel for Customer Service manages multiple communication channels, not article suggestions. Option B is incorrect because Copilot in Customer Service provides AI-driven assistance but does not specifically suggest knowledge articles. Option C is incorrect because Power Virtual Agents (Copilot Studio) is a chatbot builder, not a knowledge suggestion tool.

Answer

Omnichannel for Customer Service

Answer

Copilot in Customer Service

Answer

Power Virtual Agents (Copilot Studio)