MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 1 — 15 Questions

Question 1

A non-profit organization uses Dynamics 365 to manage donor relationships. They want to track interactions such as donations, event attendance, and volunteer hours. Which Dynamics 365 app is best suited?

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

Accepted Answer

Dynamics 365 Customer Insights - Journeys. Dynamics 365 Customer Insights - Journeys (formerly Marketing) is designed to manage donor relationships and track interactions like donations, event attendance, and volunteer hours, aligning with a non-profit's needs. Option B (Customer Service) is for case management, not interaction tracking. Option C (Field Service) focuses on service delivery in the field. Option D (Sales) is for sales pipelines, not comprehensive donor interaction management.

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Sales

Question 2

Which THREE features are available in Dynamics 365 Customer Service?

Accepted Answer

Knowledge article management. Knowledge article management (B) is a core Dynamics 365 Customer Service capability, allowing organizations to author, version, publish, and surface KB articles to agents and via self-service portals. Omnichannel for Customer Service (C) is included in Customer Service to route and manage conversations across channels like chat, voice, SMS, and social in a unified agent workspace. Copilot in Customer Service (E) is a first-party AI feature that assists agents with case summaries, draft responses, and knowledge-grounded answers within the Customer Service app. Customer journey design (A) belongs to Dynamics 365 Marketing/Customer Insights, not Customer Service, and predictive lead scoring (D) is a Dynamics 365 Sales feature, so neither is available in Customer Service.

Answer

Customer journey design

Answer

Predictive lead scoring

Question 3

A dispatcher notices that some work orders are not being scheduled even though technicians are available. Based on the exhibit, what is the most likely cause?

Accepted Answer

Overtime is not allowed. Overtime is not allowed. In the configuration, the setting 'allowOvertime: false' prevents scheduling any work order that would require a technician to work beyond the end time of 17:00. Since dispatchers are not allowed to schedule overtime, any work order that would extend past 17:00 remains unscheduled, even if technicians are available.

Answer

Skills consideration is enabled

Answer

Time window is too narrow

Answer

Optimization goal is set to minimize travel time

Question 4

Refer to the exhibit. A Dynamics 365 Customer Insights segment is configured as shown. The marketing team notices the segment does not include a customer who recently spent $12,000. What is the most likely reason?

Accepted Answer

The segment is not refreshed daily. The most likely reason is that the segment is not refreshed daily. Customer Insights segments are not automatically refreshed in real-time; they require a refresh schedule. If the segment is set to refresh daily, a customer who recently spent $12,000 might not be included until the next refresh cycle. The exhibit likely shows a condition like TotalSpend > 10000, and the customer meets that, but the segment data is stale.

Answer

The operator should be 'lessThan'

Answer

The field name 'TotalSpend' is misspelled

Answer

The value should be 12000

Question 5

Refer to the exhibit. A Dynamics 365 Customer Service routing rule is configured as shown. A case with priority code 2 is created. What will happen?

Accepted Answer

The case is assigned to the default queue. In the exhibit, the routing rule's condition does not match priority code 2 (for example, it may target priority 1 or a different field), so the case falls through to the default queue configured for the rule. When no routing rule condition matches, Dynamics 365 Customer Service assigns the case to the default queue specified in the routing rule set. This is the expected fallback behavior.

Answer

The case is automatically closed

Answer

The case is escalated to a manager

Answer

The case is routed to VIPQueue

Question 6

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

Accepted Answer

Create customer segments based on behavior. Option B is correct because Dynamics 365 Customer Insights is a customer data platform that unifies data from multiple sources and lets marketing users build audience segments—including behavior-based segments such as customers who recently purchased or engaged with campaigns—using its segmentation tools. Option C is correct because Customer Insights includes AI-driven predictive capabilities, such as churn prediction and customer lifetime value scoring, which surface actionable insights for marketing and retention teams. Option A is incorrect because routing support cases to queues is a customer service function performed in Dynamics 365 Customer Service, not Customer Insights. Option D is incorrect because drafting emails with Copilot is a sales and customer service capability in Dynamics 365 Sales and Customer Service, not a Customer Insights feature. Option E is incorrect because creating sales orders is an ERP/order-processing task handled in Dynamics 365 Sales or Finance and Operations, not in Customer Insights.

Answer

Route support cases to queues

Answer

Draft emails using Copilot

Answer

Create sales orders

Question 7

Refer to the exhibit. A Dynamics 365 Customer Service SLA is configured as shown. A case with the Gold Support SLA is created but the first response is not provided within 1 hour. What will happen?

Accepted Answer

The case is escalated. The SLA failure action is set to "Escalate", so when the first response is not provided within 1 hour, the case is escalated. Option A is incorrect because a notification is not sent; the failure action is escalation, not notification. Option B is incorrect because the case is not rerouted. Option D is incorrect because the case is not automatically closed.

Answer

A notification is sent

Answer

The case is rerouted to another queue

Answer

The case is automatically closed

Question 8

Your organization uses Dynamics 365 Sales. Sales reps need to automatically log emails and meetings from Outlook into CRM records. Which feature should you enable?

Accepted Answer

Server-side synchronization. Server-side synchronization in Dynamics 365 Sales automatically synchronizes emails, appointments, contacts, and tasks between Dynamics 365 and Exchange (or Outlook). It is the recommended method for tracking email and meeting activities directly in CRM records without manual intervention. Enabling server-side synchronization allows sales reps to see Outlook items in Dynamics 365 and vice versa, ensuring consistent data across systems.

Answer

Export to Excel

Answer

Data Import Wizard

Answer

Dynamics 365 App for Outlook

Question 9

A Dynamics 365 Customer Service administrator needs to ensure that when a customer submits a support request via the portal, a case is automatically created and assigned based on the customer's service tier. Which automation feature should be used?

Accepted Answer

Routing rule set. Routing rule sets in Dynamics 365 Customer Service automatically route cases to the appropriate queue based on conditions such as customer service tier, product, or case origin. When a customer submits a support request via the portal, a routing rule set evaluates the case attributes (e.g., service tier = Gold) and routes it to the correct queue for assignment. This is the purpose-built automation feature for condition-based case routing in Customer Service.

Answer

SLA

Answer

Workflow

Answer

Queue

Question 10

You are configuring the Dynamics 365 Sales app for a team. Based on the exhibit, which setting will prevent email messages from being automatically tracked for customer engagement?

Accepted Answer

isAutoTrack. The exhibit shows isAutoTrack set to false, which disables automatic tracking of emails. Option A is correct. Option B is wrong because isAutoCreate creates records but does not track. Option C is wrong because isAutoCapture captures activities. Option D is wrong because isAutoPromote promotes leads.

Answer

isAutoCreate

Answer

isAutoCapture

Answer

isAutoPromote

Question 11

You are analyzing Dynamics 365 Customer Service performance. Based on the KQL query, what is being calculated?

Accepted Answer

Average resolution time per owner for resolved cases. The KQL query filters for resolved cases, groups the results by owner, and calculates the average resolution time for each owner. This directly matches option D: 'Average resolution time per owner for resolved cases'. Option A is incorrect because it refers to total resolution time, not average. Option B is incorrect because it groups by priority, not by owner. Option C is incorrect because it concerns the number of open cases, not resolution time.

Answer

Total resolution time per owner

Answer

Average resolution time by priority

Answer

Number of open cases per owner

Question 12

A Dynamics 365 Customer Service manager wants to measure how quickly cases are being resolved. Which report should they use?

Accepted Answer

SLA Report. The SLA Report in Dynamics 365 Customer Service measures performance against Service Level Agreements, including metrics like first response time, resolution time, and whether cases met or breached their SLA targets. Since the manager wants to measure how quickly cases are resolved, the SLA Report directly addresses resolution timeliness. It surfaces KPIs tied to entitlement and SLA KPIs configured for the service organization.

Answer

Case Summary Report

Answer

Marketing Email Performance Report

Answer

Sales Pipeline Report

Question 13

A Dynamics 365 Marketing user wants to create a customer journey that sends a follow-up email to attendees one week after an event. Which entity should the journey be based on?

Accepted Answer

Event Attendance. The customer journey should be based on the Event Attendance entity because it tracks individual attendees and their registration status for events. This allows the journey to trigger a follow-up email one week after the event for each attendee. Using Event Attendance ensures the journey targets the correct audience and timing.

Answer

Contact

Answer

Account

Answer

Lead

Question 14

A sales manager wants to automatically prioritize leads based on criteria such as budget, timeline, and purchase intent. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Lead Scoring. Lead Scoring in Dynamics 365 Sales allows sales managers to define and assign scores to leads based on criteria such as budget, timeline, and purchase intent, enabling automatic prioritization. Option A (Email Engagement) is for tracking email interactions, not lead scoring. Option B (Predictive Lead Scoring) uses machine learning but is a specific model within Lead Scoring; the base feature for manual criteria is Lead Scoring. Option C (Sales Insights) provides analytics and relationship intelligence, not direct lead scoring.

Answer

Email Engagement

Answer

Predictive Lead Scoring

Answer

Sales Insights

Question 15

A customer service manager needs to create a unified view of all customer interactions across email, chat, and phone. Which Dynamics 365 Customer Service capability should they use?

Accepted Answer

Omnichannel for Customer Service. The Omnichannel for Customer Service provides a unified agent experience across email, chat, and phone channels. Option A (Case Management) is for managing service cases, not for self-service portals. Option B (Knowledge Base) is for knowledge management. Option D (Customer Service Portal) is a self-service portal for customers, not for unified agent interactions.

Answer

Case Management

Answer

Knowledge Base

Answer

Customer Service Portal