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

Refer to the exhibit.
```json
{
  "salesInsightsSettings": {
    "leadScoring": {
      "model": "PredictiveML",
      "status": "Active",
      "features": [
        {"name": "CompanySize", "weight": 0.3},
        {"name": "Industry", "weight": 0.2},
        {"name": "EmailEngagement", "weight": 0.5}
      ]
    }
  }
}
```

Refer to the exhibit.
```json
{
  "customerServiceSettings": {
    "knowledgeSearch": {
      "sources": [
        {"type": "KnowledgeArticle", "enabled": true},
        {"type": "WebContent", "enabled": false},
        {"type": "ExternalFAQ", "enabled": false}
      ],
      "fallback": "Copilot"
    }
  }
}
```

Refer to the exhibit.
```sql
SELECT
  AccountName,
  COUNT(CaseId) AS TotalCases,
  AVG(CaseResolutionTime) AS AvgResolutionTime
FROM Cases
WHERE CreatedOn >= '2025-01-01'
GROUP BY AccountName
HAVING COUNT(CaseId) > 10
ORDER BY AvgResolutionTime DESC
```

Refer to the exhibit.
```json
{
  "fieldServiceSettings": {
    "scheduling": {
      "optimizationGoal": "MinimizeTravelTime",
      "timeWindow": "8:00-17:00",
      "considerSkills": true,
      "allowOvertime": false
    }
  }
}
```

{
  "customerInsights": {
    "dataSource": "Sales",
    "entityType": "Contact",
    "segmentName": "HighValueCustomers",
    "criteria": {
      "field": "TotalSpend",
      "operator": "greaterThan",
      "value": 10000
    },
    "refreshSchedule": {
      "frequency": "Weekly",
      "day": "Monday"
    }
  }
}

{
  "routingRules": [
    {
      "name": "PriorityRouting",
      "conditions": {
        "field": "prioritycode",
        "operator": "eq",
        "value": 1
      },
      "queue": "VIPQueue",
      "failureAction": "AssignToDefaultQueue"
    }
  ]
}

{
  "sla": {
    "name": "GoldSupport",
    "slaItems": [
      {
        "name": "FirstResponse",
        "slaTerm": {
          "duration": 1,
          "durationUnit": "Hours"
        },
        "failureAction": "Escalate",
        "successAction": "Notify"
      }
    ]
  }
}

{
  "marketingSegments": [
    {
      "name": "RecentBuyers",
      "criteria": {
        "field": "purchaseDate",
        "operator": "greaterOrEqual",
        "value": "2025-01-01"
      },
      "refresh": "Daily"
    }
  ]
}

Refer to the exhibit.

{
  "businessUnit": "Contoso",
  "isAutoCreate": true,
  "isAutoCapture": true,
  "isAutoTrack": false,
  "isAutoPromote": true
}

Refer to the exhibit.

KQL query:
Dynamics365Activity
| where ActivityType == "Case"
| where Status == "Resolved"
| summarize AvgResolutionTime = avg(ResolutionTime) by OwnerName

Refer to the exhibit.

{
  "name": "Contoso Support SLA",
  "businessUnit": "Contoso",
  "slaItems": [
    {
      "name": "Initial Response",
      "slaKPI": {
        "name": "first response time",
        "target": 4,
        "warningTime": 2
      },
      "slaItemType": 1
    },
    {
      "name": "Resolution",
      "slaKPI": {
        "name": "case resolution time",
        "target": 24,
        "warningTime": 20
      },
      "slaItemType": 2
    }
  ]
}

Refer to the exhibit.

{
  "name": "Contoso Field Service Settings",
  "isAutoGenerateWO": true,
  "defaultWOType": "Repair",
  "isAutoAllocate": false,
  "schedulingEnabled": true
}

{
  "BusinessUnit": {
    "Name": "Contoso Ltd.",
    "Currency": "USD",
    "BaseCurrency": "USD",
    "CreditLimit": 500000,
    "ParentBusinessUnit": null
  },
  "SalesTerritory": {
    "Name": "North America",
    "Manager": "John Doe"
  }
}

{
  "dataSources": [
    {
      "name": "SalesData",
      "type": "Dynamics365",
      "entities": ["opportunity", "account", "contact"]
    },
    {
      "name": "MarketingData",
      "type": "Dynamics365",
      "entities": ["lead", "campaign"]
    }
  ],
  "insights": {
    "suggestedContacts": true,
    "autoCapture": true
  }
}

{
  "sla": {
    "name": "Gold Support SLA",
    "businessHours": "9:00-17:00",
    "responseTime": 2,
    "resolutionTime": 24,
    "calendar": "Default",
    "applyDuring": "BusinessHours"
  },
  "case": {
    "title": "Printer not working",
    "createdOn": "2025-01-15T14:30:00Z",
    "status": "Active"
  }
}

{
  "emailMarketing": {
    "fromName": "Contoso Marketing",
    "fromEmail": "noreply@contoso.com",
    "replyToEmail": "support@contoso.com",
    "emailTemplate": "Newsletter Template",
    "segment": {
      "logicalName": "account",
      "criteria": [
        {
          "attribute": "revenue",
          "operator": "gte",
          "value": 1000000
        },
        {
          "attribute": "statecode",
          "operator": "eq",
          "value": 0
        }
      ]
    }
  }
}

{
  "routingRuleSet": {
    "name": "High Priority Cases",
    "routingRules": [
      {
        "condition": "priority eq 'High'",
        "queue": "Premium Support Queue",
        "agentSelection": "skillMatch"
      },
      {
        "condition": "priority eq 'Medium'",
        "queue": "Standard Queue",
        "agentSelection": "roundRobin"
      }
    ],
    "fallbackQueue": "General Queue"
  }
}

{
  "copilotSettings": {
    "conversationSummary": true,
    "sentimentAnalysis": true,
    "articleSuggestion": true,
    "draftReply": true
  },
  "case": {
    "title": "Printer not working",
    "product": "Contoso LaserJet 2000",
    "customer": "Northwind Traders",
    "priority": "High"
  }
}

Refer to the exhibit.

{
  "entity": "account",
  "attribute": "telephone1",
  "format": "phone",
  "maxLength": 50,
  "minLength": 10
}

Refer to the exhibit.

KQL query:
Case
| where CreatedOn > datetime(2024-01-01)
| summarize Count = count() by Product

{
  "sla": {
    "name": "Gold SLA",
    "slaItem": [
      {
        "name": "Initial Response",
        "successConditions": {
          "field": "statuscode",
          "value": "In Progress"
        },
        "failureAfter": 60,
        "actionUrl": null
      }
    ]
  }
}

Refer to the exhibit.
{
  "name": "SalesInsightsConfiguration",
  "settings": {
    "enableRelationshipAnalytics": true,
    "enablePredictiveLeadScoring": true,
    "enableConversationIntelligence": false,
    "enableSentimentAnalysis": true
  }
}