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

Question 1

A marketing manager wants to create a customer journey that sends a welcome email, then waits 3 days, then sends a discount offer. Which Dynamics 365 tool should they use?

Accepted Answer

Customer Journeys in Dynamics 365 Marketing. Customer Journeys in Dynamics 365 Marketing allow creating multi-step automated campaigns like sending a welcome email, waiting, then sending a discount offer. Option A is wrong because Copilot for Sales is an AI assistant, not a journey builder. Option B is wrong because Sales Insights focuses on sales analytics and AI recommendations. Option C is wrong because Customer Insights is a customer data platform, not a marketing journey tool.

Answer

Copilot for Sales

Answer

Sales Insights

Answer

Customer Insights

Question 2

Which TWO capabilities are part of Dynamics 365 Customer Insights?

Accepted Answer

Data unification from multiple sources. Options A and E are correct. Customer Insights includes data unification (A) and predictive models for churn and lifetime value (E). Option B (lead scoring) is part of Sales Insights or Dynamics 365 Sales. Option C (email campaign creation) is part of Dynamics 365 Marketing. Option D (case management) is part of Dynamics 365 Customer Service.

Answer

Lead scoring

Answer

Email campaign creation

Answer

Case management

Question 3

Which THREE features are available in Dynamics 365 Sales Insights?

Accepted Answer

Conversation intelligence. Conversation intelligence is a core feature of Dynamics 365 Sales Insights that uses AI to analyze sales calls and meetings, providing insights on customer sentiment, conversation topics, and key moments. It helps sellers improve their engagement by automatically capturing and transcribing conversations from Microsoft Teams or other supported platforms, then generating actionable recommendations.

Answer

Customer journey creation

Answer

Knowledge article suggestions

Question 4

Which TWO capabilities are included in Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Options A and E are correct. Dynamics 365 Customer Service includes knowledge management (A) and case management (E). Option B is incorrect because predictive lead scoring is a capability of Dynamics 365 Sales. Option C is incorrect because survey creation is part of Dynamics 365 Customer Voice. Option D is incorrect because work order management belongs to Dynamics 365 Field Service.

Answer

Predictive lead scoring

Answer

Survey creation

Answer

Work order management

Question 5

Refer to the exhibit. A customer service administrator configures the SLA JSON shown. What is the likely outcome when a case is created?

Accepted Answer

SLA is applied and will fail if the case is not set to 'In Progress' within 60 minutes. The SLA JSON defines a failure condition: within 60 minutes the case must have its statuscode set to 'In Progress' (value 2), or the SLA will fail. Since no actionUrl is specified, no custom action runs on failure. Option A is incorrect because the SLA success condition is on statuscode being 2, not on case resolution. Option C is incorrect because the SLA will fail after 60 minutes if the status is not updated, not succeed automatically. Option D is incorrect because actionUrl is optional for warning/failure actions; the SLA is still applied.

Answer

SLA is applied and will succeed once the case is resolved

Answer

SLA is applied and will succeed automatically after 60 minutes

Answer

No SLA is applied because actionUrl is missing

Question 6

Contoso, a multinational retailer, uses Dynamics 365 Sales and Customer Service. They have 10,000 sales representatives and 5,000 customer service agents. The sales team uses Copilot for Sales to draft emails and summarize meetings. The service team uses Omnichannel for Customer Service with voice channel. Contoso recently acquired a company that uses a different CRM system. They want to migrate all customer data into Dynamics 365, ensuring that duplicate records are minimized. They also want to use AI to predict customer churn and send proactive offers. Additionally, they need to comply with GDPR and allow customers to request deletion of their data. Which combination of Dynamics 365 tools should Contoso use?

Accepted Answer

Customer Insights and Microsoft Purview Compliance Manager. Customer Insights provides data unification capabilities to merge data from the acquired company's CRM into Dynamics 365, deduplication to minimize duplicates, and AI-driven churn prediction to identify at-risk customers and enable proactive offers. Microsoft Purview Compliance Manager helps manage GDPR compliance, including handling customer data deletion requests. Option A is incorrect because Sales Insights focuses on sales analytics and Copilot for Sales assists with email/summary tasks, but neither provides data unification or compliance features. Option C is incorrect because Dynamics 365 Marketing and Customer Voice are for campaign management and feedback collection, not data integration or GDPR compliance. Option D is incorrect because Customer Service and Knowledge Management are for service operations, not data unification or compliance management.

Answer

Sales Insights and Copilot for Sales

Answer

Dynamics 365 Marketing and Customer Voice

Answer

Customer Service and Knowledge Management

Question 7

Northwind Traders uses Dynamics 365 Field Service to manage their field technicians. They have 200 technicians and receive about 500 work orders per day. Currently, dispatchers manually assign technicians to work orders based on location and skills. This process is slow and often results in suboptimal assignments. Northwind wants to automate the scheduling process to minimize travel time and maximize first-time fix rate. They also want to provide technicians with a mobile app to view their schedule, capture signatures, and update work order status. Additionally, they want to enable customers to schedule appointments online. Which Dynamics 365 components should Northwind implement?

Accepted Answer

Resource Scheduling Optimization, Field Service Mobile app, Field Service Portal. Resource Scheduling Optimization automates technician scheduling to minimize travel time and maximize first-time fix rate. The Field Service Mobile app allows technicians to view their schedule, capture signatures, and update work order status. The Field Service Portal enables customers to schedule appointments online. Option A is incorrect because Project Operations is for project-based service management, not field service scheduling; Omnichannel handles customer engagement across channels; Customer Voice is for surveys. Option B is incorrect because Customer Service Hub focuses on case management, Knowledge Management on articles, and Copilot for Service on AI-assisted service, none of which provide scheduling automation or a technician mobile app. Option D is incorrect because Sales Hub and Copilot for Sales are for sales processes, and Power BI is for analytics, not field service scheduling.

Answer

Project Operations, Omnichannel, Customer Voice

Answer

Customer Service Hub, Knowledge Management, Copilot for Service

Answer

Sales Hub, Copilot for Sales, Power BI

Question 8

A sales manager reports that the Opportunity record for a high-value deal shows a negative estimated revenue of -$15,000. The system currency is USD. The opportunity was created by importing data via a legacy integration. What is the most likely cause of this issue?

Accepted Answer

The estimated revenue field was manually overridden with a negative value during data import.. The most likely cause is that the Estimated Revenue field was manually overridden with a negative value during the data import. In Dynamics 365, the Estimated Revenue on an opportunity is typically calculated as (Estimated Quantity × Price per Unit × Close Probability). However, it can be manually overridden. If the import process set the field directly to -$15,000, that would explain the negative value. Option A is incorrect because sufficient privileges do not filter positive vs. negative revenue; they control access to records. Option C is incorrect because close probability cannot exceed 100% in Dynamics 365; the system accepts values only from 0 to 100%. Option D is incorrect because the currency exchange rate for USD is 1:1 and cannot be inverted to produce a negative amount.

Answer

The user does not have sufficient privileges to view positive revenue.

Answer

The opportunity's close probability was set to more than 100%.

Answer

The currency exchange rate for USD is inverted.

Question 9

Your company uses Dynamics 365 Sales. You want to ensure that when a lead is qualified, the associated contact and account are automatically created, and the lead's email address and phone number are copied to the new contact. How should you configure this?

Accepted Answer

Edit the Lead to Opportunity Sales Process field mapping to map email and phone.. The Lead to Opportunity Sales Process includes field mapping that automatically copies fields from the lead to the newly created contact and account upon qualification. By editing this mapping, you can specify that the email and phone fields are copied. Option B is incorrect because duplicate detection rules do not copy data; they only detect duplicates. Option C is incorrect because while a workflow could achieve this, the built-in qualification mapping is the standard and simplest configuration, and the question asks how to configure this automatic behavior. Option D is incorrect because business rules operate on forms and do not affect what happens during lead qualification.

Answer

Configure duplicate detection rules to copy data on match.

Answer

Set up a workflow to create contact and account upon lead qualification.

Answer

Create a business rule on the lead form to populate contact fields.

Question 10

A customer service agent needs to view all open cases for a specific account, including cases assigned to other agents. Which view should the agent use?

Accepted Answer

Active Cases. The 'Active Cases' system view in Dynamics 365 Customer Service displays all open (active) cases across the organization, regardless of assignee, allowing the agent to see cases assigned to other agents. Option A is incorrect: the 'All Cases' view includes both active and resolved cases, not just open ones. Option C is incorrect: 'Cases Assigned to Me' shows only cases assigned to the current user, not other agents' cases. Option D is incorrect: 'My Active Cases' is the same as 'Cases Assigned to Me' but filtered to active status; it still only shows the user's own cases.

Answer

All Cases

Answer

Cases Assigned to Me

Answer

My Active Cases

Question 11

Your Dynamics 365 Customer Service implementation includes a Power Automate flow that creates a task in Microsoft To Do when a case is resolved. The flow triggers on resolution, but tasks are not being created. You verify the flow is turned on and has no errors. What should you check next?

Accepted Answer

Ensure that the case resolution uses the standard 'Resolve Case' action rather than a custom workflow.. The flow triggers on 'When a case is resolved', but if the case resolution is performed via a custom workflow or button that changes the status without using the standard 'Resolve Case' action, the trigger may not fire. Option A is incorrect: license issues typically cause flow save or run errors, not silent failures. Option C is incorrect: the Microsoft To Do connection is owned by the flow creator, not the case owner; sharing with the case owner is not required. Option D is incorrect: re-enabling a flow that is already on will not resolve a trigger mismatch.

Answer

Check that the flow owner has a Dynamics 365 license.

Answer

Confirm the Microsoft To Do connection is shared with the case owner.

Answer

Re-enable the flow and save it again.

Question 12

A Dynamics 365 Marketing user reports that a customer segment based on 'Contact City equals Seattle' returns 0 members, even though there are contacts with City='Seattle'. What is the most likely cause?

Accepted Answer

The segment has not been evaluated after the contacts were created.. Segments in Dynamics 365 Marketing are static snapshots. They must be manually refreshed or scheduled to evaluate new or updated records. Even though contacts with City='Seattle' exist, the segment was not re-evaluated after those contacts were created, so the result remains empty. Option B is incorrect because the condition explicitly uses 'Equals', not 'Contains'. Option C is incorrect because the contacts are in the same instance; the issue is timing of evaluation. Option D is incorrect because 'City' is a standard text field, not a lookup, and can be used in segment conditions.

Answer

The segment condition uses 'Contains' instead of 'Equals'.

Answer

The contacts are stored in a different Dynamics 365 instance.

Answer

The city field is a lookup to another entity and cannot be used in segments.

Question 13

In Dynamics 365 Customer Service, what is the primary purpose of creating a Service Level Agreement (SLA) for case management?

Accepted Answer

To define and track time-based performance targets for case resolution.. In Dynamics 365 Customer Service, an SLA (Service Level Agreement) is primarily used to define and track time-based performance targets, such as the time to first response or case resolution. When a case is created, the SLA calculates key performance indicators (KPIs) against these targets, triggering warnings or escalations if deadlines are missed. This ensures that service teams meet contractual obligations and maintain consistent response and resolution times.

Answer

To calculate customer satisfaction scores.

Answer

To provide customers with self-service knowledge articles.

Answer

To automatically route cases to the appropriate agent.

Question 14

Which TWO capabilities are provided by Dynamics 365 Customer Insights - Journeys? (Choose two.)

Accepted Answer

Multi-channel customer journey orchestration. Correct answers: C and D. C is correct because Dynamics 365 Customer Insights - Journeys enables multi-channel customer journey orchestration, allowing marketers to design and automate personalized customer interactions across email, SMS, push notifications, and more. D is correct because it includes real-time event management and webinar integration features for planning, managing, and executing events and webinars. A is incorrect because financial reporting and analytics are not core capabilities of Customer Insights - Journeys; they are associated with Dynamics 365 Finance. B is incorrect because lead scoring based on machine learning is a feature of Dynamics 365 Sales Insights or Marketing Insights, not Customer Insights - Journeys. E is incorrect because case management with SLA tracking belongs to Dynamics 365 Customer Service, not Customer Insights - Journeys.

Answer

Financial reporting and analytics

Answer

Lead scoring based on machine learning

Answer

Case management with SLA tracking

Question 15

Which THREE actions can be performed using Dynamics 365 Sales Hub? (Choose three.)

Accepted Answer

Create and manage quotes and orders. Correct answers: A, B, D. Dynamics 365 Sales Hub is a sales-focused application that allows users to create and manage quotes and orders, leverage AI-driven relationship analytics, and manage opportunities and track the sales pipeline. Option C (product lifecycle management) is part of Dynamics 365 Supply Chain Management, not Sales Hub. Option E (marketing segments) belongs to Dynamics 365 Marketing.

Answer

Manage product lifecycle from design to retirement

Answer

Create and manage marketing segments