MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 10 — 15 Questions

Question 1

A field service manager wants to optimize technician schedules to minimize travel time. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it uses predefined optimization goals and constraints to automatically generate and adjust technician schedules, specifically targeting minimized travel time. Unlike manual scheduling on the Schedule Board, RSO applies algorithms to consider factors like location, skill requirements, and availability to produce the most efficient route and assignment sequence.

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Inventory Management

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Schedule Board

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Connected Field Service

Question 2

Which TWO capabilities are part of Dynamics 365 Sales? (Choose TWO.)

Accepted Answer

Opportunity Management. Option B (Opportunity Management) is correct because Dynamics 365 Sales is built around the sales pipeline, where opportunities represent potential revenue deals that move through stages such as Qualify, Develop, Propose, and Close, with tools like the sales pipeline chart and forecast tracking. Option D (Lead Management) is correct because Dynamics 365 Sales includes lead capture, qualification, scoring, and conversion to opportunity or contact, using the Lead entity and the qualify-and-convert process. Option A (Project Budgeting) belongs to Dynamics 365 Project Operations, which handles project quotes, budgets, and cost tracking, not core Sales. Option C (Case Management) is a customer service capability found in Dynamics 365 Customer Service, centered on the Case entity and service-level agreements. Option E (Work Order Scheduling) is part of Dynamics 365 Field Service, which manages work orders, scheduling, and dispatch for on-site service.

Answer

Project Budgeting

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Case Management

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Work Order Scheduling

Question 3

Which THREE features are available in Dynamics 365 Customer Service? (Choose THREE.)

Accepted Answer

Unified Routing. Unified Routing is a core feature in Dynamics 365 Customer Service that intelligently distributes incoming work items (cases, chats, messages) to the most appropriate agent or queue based on skills, presence, and capacity. It replaces legacy routing with a modern, rules-based engine that ensures efficient assignment and reduced resolution times.

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Lead Scoring

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Segmentation

Question 4

Which TWO capabilities are part of Dynamics 365 Marketing? (Choose TWO.)

Accepted Answer

Customer Journeys. Customer Journeys is a core capability of Dynamics 365 Marketing that allows marketers to design, automate, and orchestrate multi-step, cross-channel marketing campaigns (e.g., email, SMS, push notifications) based on customer behaviors and triggers. It uses a visual canvas to define segments, conditions, and actions, enabling personalized engagement at scale.

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Opportunity Management

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Case Resolution

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Inventory Tracking

Question 5

Refer to the exhibit. An agent opens a high-priority case in Dynamics 365 Customer Service with Copilot enabled. Which Copilot capability would automatically provide a suggested response based on the case title and product?

Accepted Answer

Draft reply. Draft reply is the Copilot capability in Dynamics 365 Customer Service that generates a suggested email or message response based on the case context, including the case title and product. It uses the case data and knowledge articles to compose a draft that the agent can review, edit, and send. This directly matches the scenario.

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Article suggestion

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Sentiment analysis

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Conversation summary

Question 6

A company uses Dynamics 365 Customer Service. Agents need to see the full conversation history from multiple channels (email, chat, phone) in one view. What should they use?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service is the Dynamics 365 capability that unifies email, live chat, voice, SMS, and social channels into a single agent workspace, giving agents one view of the full cross-channel conversation history. It is purpose-built for multi-channel engagement and routing.

Answer

Copilot for Service

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Timeline

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Knowledge Articles

Question 7

A marketing team wants to create a targeted email campaign based on customer segments in Dynamics 365 Marketing. Which entity should they use to define the segment?

Accepted Answer

Segment. In Dynamics 365 Marketing (Customer Insights - Journeys), the entity used to define customer segments is 'Segment'. Marketing List is a legacy term from the classic app. Option C (Segment) is correct. Customer Voice is a survey tool, Lead and Account are not used for segmentation.

Answer

Customer Voice

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Lead

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Account

Question 8

A salesperson needs to quickly generate a proposal from an opportunity in Dynamics 365 Sales. What is the recommended way?

Accepted Answer

Create a Quote from the opportunity. Creating a Quote directly from an opportunity is the recommended way to generate a proposal in Dynamics 365 Sales. The Quote entity inherits products, price list, and customer details from the opportunity, and it supports revision, activation, and conversion to an order or invoice. This maintains data integrity across the sales lifecycle.

Answer

Export opportunity data to Power BI

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Use a Word template

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Ask Copilot for Sales to write the proposal

Question 9

A customer service manager wants to automatically categorize incoming cases based on the customer's product type in Dynamics 365 Customer Service. What should they configure?

Accepted Answer

Routing Rule. Routing rules in Dynamics 365 Customer Service automatically route and categorize cases based on conditions such as customer, product, or case attributes. Configuring a routing rule with a condition on product type lets the system automatically assign the case to the correct queue or category without manual intervention.

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Knowledge Article

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Service Level Agreement (SLA)

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Entitlement

Question 10

In Dynamics 365 Sales, what is the purpose of the 'Business Process Flow'?

Accepted Answer

To guide users through a series of stages to complete a process. In Dynamics 365 Sales, a Business Process Flow (BPF) provides a visual guide that leads users through a defined sequence of stages and steps to complete a business process, such as qualifying a lead or closing an opportunity. It ensures consistency and data integrity by enforcing required fields and stage progression, rather than performing analytics, automation, or access control.

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To provide analytics on sales performance

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To automate repetitive tasks

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To control data access

Question 11

A company uses Dynamics 365 Field Service. Dispatchers need to optimize technician schedules based on location and skills. Which feature should they use?

Accepted Answer

Schedule Board. The Schedule Board in Dynamics 365 Field Service is the dispatcher's primary tool for viewing and assigning work orders to technicians. It displays resources, their availability, skills, and geographic location on a map, and supports optimization features that suggest the best technician for each job based on travel time, skills, and priority. Dispatchers use it to drag and drop work orders, run the schedule assistant, and optimize routes.

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Connected Field Service

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Remote Assist

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Customer Assets

Question 12

In Dynamics 365 Customer Service, what is the primary purpose of an 'Entitlement'?

Accepted Answer

To define the support terms for a customer. An Entitlement in Dynamics 365 Customer Service defines the specific support terms and conditions agreed upon with a customer, such as the number of support hours, severity levels, or total cases allowed. This ensures that service agents can validate and enforce the service-level agreement (SLA) during case resolution, making it the primary mechanism for managing customer support contracts.

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To collect customer feedback

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To route cases to the appropriate agent

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To provide self-service knowledge

Question 13

Which TWO of the following are features of Dynamics 365 Sales?

Accepted Answer

Lead scoring. Lead scoring is a core feature of Dynamics 365 Sales that uses machine learning models to rank leads based on their likelihood to convert, helping sales teams prioritize high-quality leads. It is built into the Sales Hub app and leverages predictive scoring from the Dynamics 365 AI for Sales module.

Answer

Resource Scheduling Optimization

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Case management

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Customer Voice surveys

Question 14

A sales manager wants to automatically score leads based on their fit and engagement. Which Dynamics 365 capability should they use?

Accepted Answer

Predictive lead scoring. Predictive lead scoring uses AI models to automatically score leads based on their fit (demographics, firmographics) and engagement (email opens, website visits, event attendance). This directly matches the sales manager's requirement for automated scoring without manual rules, making option A the correct choice.

Answer

Sales accelerator

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Copilot for Sales

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Power BI reports

Question 15

A marketing team wants to send personalized email campaigns to leads based on their behavior on the company website. Which Dynamics 365 app should they use?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing is designed for creating and executing personalized email campaigns, including behavioral triggers based on website interactions. It provides journey orchestration, email templates, and lead scoring to nurture leads effectively.

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Dynamics 365 Sales

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Customer Insights

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Dynamics 365 Customer Service