MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 11 — 15 Questions

Question 1

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

Accepted Answer

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

Answer

Relationship Analytics

Answer

Sentiment Analysis

Answer

Predictive Lead Scoring

Question 2

You are a Dynamics 365 administrator for a mid-sized manufacturing company. The sales team uses Dynamics 365 Sales to manage leads and opportunities. Recently, the VP of Sales requested a dashboard that shows the total estimated revenue of all open opportunities grouped by sales stage. The dashboard should update automatically as data changes. You have created a personal dashboard using the built-in chart designer. However, the VP wants the dashboard to be visible to all sales users without manual sharing. What should you do?

Accepted Answer

Recreate the dashboard as a system dashboard.. Option A is correct because a system dashboard is automatically shared with all users who have appropriate roles. Option B is wrong because posting the chart in a team channel would be manual and not integrated. Option C is wrong because personal dashboards remain personal even if shared individually. Option D is wrong because real-time Power BI requires additional licensing and setup.

Answer

Create a Power BI report embedded in Dynamics 365 with auto-refresh.

Answer

Export the chart as an image and post it in a Microsoft Teams channel.

Answer

Share the personal dashboard with each sales user individually.

Question 3

Your organization uses Dynamics 365 Customer Service to manage support cases. You have configured a routing rule set that automatically assigns cases to agents based on their skills and availability. However, you notice that some high-priority cases are not being assigned immediately; they remain unassigned for up to 10 minutes. The routing rule set uses the default 'Round Robin' assignment method. You need to ensure that high-priority cases are assigned within 1 minute of creation. What should you do?

Accepted Answer

Change the assignment method to 'Highest Capacity' and configure a priority boost for high-priority cases.. Option B is correct because the 'Highest Capacity' method considers agent workload and availability, and with priority boost, high-priority cases can be assigned faster. Option A is wrong because increasing the number of agents does not guarantee faster assignment if the routing method is not optimized. Option C is wrong because the routing engine runs periodically; reducing interval to 1 minute helps but does not change the assignment method. Option D is wrong because disabling skills matching might assign to unqualified agents.

Answer

Disable skill-based matching for high-priority cases.

Answer

Reduce the routing engine evaluation interval to 1 minute.

Answer

Increase the number of agents in the queue.

Question 4

Your company uses Dynamics 365 Marketing to send email campaigns. The marketing team created a customer journey that sends a welcome email to new contacts. The journey is live, but some contacts are not receiving the email. You check the journey and see that the contacts are in the target segment. The email has been approved. The journey's 'Send email' action shows no errors. However, the contacts have a 'Marketing Consent' field set to 'Do not allow'. What should you do to ensure these contacts receive the email?

Accepted Answer

Update the contacts' marketing consent to 'Allow' either individually or via a bulk update.. Option A is correct because the journey respects consent; to send to these contacts, you must change their consent. Option B is wrong because the journey is already live; recreating won't help. Option C is wrong because the journey is live; you can edit it but the consent check is inherent. Option D is wrong because the journey is live; you can't change the segment to ignore consent without removing them from the journey.

Answer

Recreate the journey and set the 'Ignore consent' option.

Answer

Remove the contacts from the segment and add them to a static segment that bypasses consent.

Answer

Pause the journey, modify the email to not require consent, and restart.

Question 5

You are the Dynamics 365 administrator for a retail company. The sales team uses Dynamics 365 Sales to manage leads and opportunities. The marketing team uses Dynamics 365 Marketing to create segments and send emails. The VP of Sales wants to see a unified view of each customer's interactions across sales and marketing, including email opens, clicks, and meeting activities. You need to recommend a solution that provides this 360-degree view without custom development. What should you do?

Accepted Answer

Implement Dynamics 365 Customer Insights - Data to create a unified customer profile.. Option D is correct because Customer Insights - Data enables unifying data from multiple Dynamics 365 apps and external sources into a single customer profile. Option A is wrong because Sales Insights provides relationship analytics but not marketing interaction data. Option B is wrong because Power Apps portals are for external-facing apps. Option C is wrong because timelines show activities within an app but not unified across apps.

Answer

Use the timeline control on the contact form to show activities from both apps.

Answer

Build a Power Apps portal that aggregates data from both apps.

Answer

Enable Sales Insights to capture sales activities and email interactions.

Question 6

A Dynamics 365 Customer Service organization has implemented Copilot for Service to help agents respond to cases. The AI suggests responses based on knowledge articles and previous cases. However, agents report that the suggestions are often irrelevant and not helpful. You need to improve the relevance of Copilot suggestions. Which two actions should you take? (Choose two.)

Accepted Answer

Review and curate the training data by marking good and bad suggestions.. Correct answers: A and C. Option B is wrong because irrelevant suggestions are not caused by language mismatch typically. Option D is wrong because disabling Copilot is not a solution. Option E is wrong because increasing wait time does not improve relevance.

Answer

Increase the number of suggestions displayed to 5.

Answer

Disable Copilot and use a third-party AI tool.

Answer

Change the default language of Copilot to match the agents' language.

Question 7

Your organization is implementing Dynamics 365 Sales. Which TWO capabilities are core to the sales engagement app? (Choose TWO.)

Accepted Answer

Relationship analytics. Relationship analytics (Option D) is a core capability of the Dynamics 365 Sales engagement app because it provides sellers with AI-driven insights into customer interactions, communication patterns, and relationship health, enabling them to prioritize activities and strengthen deals. Lead scoring using AI (Option E) is also core, as it automatically evaluates and ranks leads based on historical data and predictive models, helping sales teams focus on the most promising opportunities. Both features are integral to the sales engagement experience, directly supporting seller productivity and decision-making.

Answer

Work order scheduling

Answer

Case management with SLA tracking

Answer

Customer journey creation with segments

Question 8

A Dynamics 365 Customer Service administrator needs to configure an intelligent routing system that automatically assigns cases based on skill and presence. Which THREE capabilities should be included? (Choose THREE.)

Accepted Answer

Skill-based matching rules. The correct answer is A, C, and E. Unified routing routes incoming work items to the right agent based on skills and availability; Presence integration ensures agents with 'Available' status receive work; Skill-based matching assigns cases based on agent expertise. Option B is for sales, and D is for remote assist, not routing.

Answer

Lead score calculation

Answer

Copilot for Remote Assist

Question 9

Contoso, a mid-sized manufacturing company, recently deployed Dynamics 365 Sales and Customer Service. The sales team uses the sales hub to manage leads, opportunities, and quotes. The customer service team uses the customer service hub to manage cases and knowledge articles. The IT manager wants to enable Copilot for both teams to improve productivity. The sales team needs Copilot to summarize opportunity details and suggest email replies. The service team needs Copilot to suggest knowledge articles for case resolution and draft case summaries. The IT manager is concerned about data security and wants to ensure that Copilot only accesses data that users have permission to see. Which action should the IT manager take to meet these requirements?

Accepted Answer

Ensure existing security roles are correctly configured, then enable Copilot for each app.. Option D is correct because Copilot inherits the user's role-based security permissions, so it automatically respects existing data access controls. Option A is incorrect because enabling Copilot for the entire environment is not required and may not enforce per-user permissions. Option B is incorrect because Copilot uses the same security model; there is no separate permission to grant. Option C is incorrect because Copilot does not require a separate security role; it leverages existing roles.

Answer

Enable Copilot for the entire environment without additional configuration.

Answer

Create a new security role for Copilot users with read access to all data.

Answer

Assign the 'Copilot User' security role to all sales and service users.

Question 10

A global consulting firm uses Dynamics 365 Customer Service to manage cases from multiple channels including email, web portal, and phone. The firm recently expanded to a new region and wants to set up a new customer service team that operates in a different time zone. The new team should only have access to cases assigned to them and must not see cases from other teams. The administrator needs to configure the system to automatically route incoming cases from the new region to the appropriate team based on the customer's country. Additionally, the team lead for the new region needs to be able to view and reassign cases within the team but not modify case resolution details. What should the administrator do?

Accepted Answer

Create a queue for the new region, set up routing rules based on country, and assign a custom security role to the team lead with read and append privileges on cases, and assign privilege.. Option C is correct because creating a queue for the new region and routing rules ensures cases are automatically directed to the correct team. Then, using a custom security role with 'Read' and 'Append To' privileges on cases, and 'Assign' privilege (but not 'Write' on case resolution) meets the lead's needs. Option A is incorrect because sharing cases manually is inefficient and doesn't provide automatic routing. Option B is incorrect because team-based security with read/write access would give the lead too much permission on resolution. Option D is incorrect because field-level security is not needed for the lead's requirement.

Answer

Create a team for the new region, then manually share each incoming case with the team.

Answer

Create a new business unit for the region, then assign a security role with read and write access on cases to the team lead.

Answer

Create a new queue, set up routing rules, and use field-level security to hide resolution details from the team lead.

Question 11

Northwind Traders uses Dynamics 365 Field Service to manage work orders and scheduling for their technicians. They have integrated with Dynamics 365 Supply Chain Management to sync inventory levels. Recently, they implemented IoT alerts from equipment sensors that automatically generate work orders when a threshold is exceeded. The operations manager wants to optimize the scheduling of these IoT-generated work orders by automatically assigning them to the nearest available technician with the right skills. Additionally, the manager wants to use predictive maintenance to proactively schedule maintenance before equipment fails, based on sensor data. Which combination of features should the administrator enable to meet these requirements?

Accepted Answer

Enable Resource Scheduling Optimization (RSO) and Connected Field Service.. Option B is correct because Resource Scheduling Optimization (RSO) provides automatic scheduling based on proximity and skills, and Connected Field Service enables IoT integration and predictive maintenance. Option A is incorrect because Connected Field Service alone does not handle automatic scheduling. Option C is incorrect because manual scheduling is not automatic. Option D is incorrect because work order templates are not relevant for automatic scheduling.

Answer

Enable Resource Scheduling Optimization (RSO) and schedule manually using the schedule board.

Answer

Enable Connected Field Service and configure manual scheduling with skill matching.

Answer

Enable Connected Field Service and create work order templates for IoT-generated work orders.

Question 12

A retail company uses Dynamics 365 Marketing to send personalized email campaigns to customers. The marketing team wants to create a customer journey that automatically sends a welcome email when a new contact is created in Dynamics 365, then follows up with a discount offer after 3 days if the contact has not made a purchase. The team also wants to track email opens and clicks to identify engaged contacts. The IT administrator needs to configure the system to support this journey. Which feature should the administrator use?

Accepted Answer

Customer journey with triggers and wait steps. Option A is correct because customer journeys in Dynamics 365 Marketing allow the creation of automated, timed email sequences triggered by events like contact creation. Options B and C are related to sales and service, not marketing automation. Option D is a basic feature but does not provide the automated journey capability.

Answer

Quick campaigns with email templates

Answer

Sales accelerator with sequence steps

Answer

Omnichannel engagement with automated messages

Question 13

Adventure Works, a B2B company, uses Dynamics 365 Sales to manage their sales pipeline. The sales team uses the forecasting feature to predict quarterly revenue. The sales manager noticed that the forecast amounts are often inaccurate because some sales representatives are not updating opportunity close dates and stages regularly. The manager wants to improve forecast accuracy by ensuring that opportunities are updated when they change. The manager also wants to use AI to predict which opportunities are likely to close and to get recommendations for next actions. Which two features should the administrator enable? (Choose TWO.)

Accepted Answer

Copilot for Sales. The correct answers are A and C. Predictive forecasting uses AI to improve forecast accuracy by analyzing historical data and opportunity attributes, while Copilot for Sales provides AI-powered recommendations and next-best actions. Option B is about playbooks (guided processes), not AI predictions. Option D is a reporting tool, not AI-driven. Option E is for customer service, not sales.

Answer

Sales playbooks

Answer

Power BI reports

Answer

Omnichannel for Customer Service

Question 14

Contoso Pharmaceuticals uses Dynamics 365 Customer Service to handle sensitive patient data. They have strict compliance requirements: only authorized users can view case details, and all access must be audited. The compliance officer wants to ensure that when a case is resolved, the case remains accessible for read-only for 7 years, after which it should be automatically deleted. Additionally, the IT administrator needs to set up a policy that automatically purges cases older than 7 years. The company also uses Microsoft Purview for data governance. Which approach should the administrator take?

Accepted Answer

Create a retention policy in Dynamics 365 that automatically deletes cases after 7 years, and integrate with Microsoft Purview for compliance.. Option D is correct because retention policies in Dynamics 365 can automatically delete records after a specified period, and integration with Microsoft Purview allows centralized management. Option A is incorrect because manual deletion is prone to error and not automatic. Option B is incorrect because field-level security does not handle deletion. Option C is incorrect because deletion is not related to compliance.

Answer

Create a manual process to delete cases older than 7 years every month.

Answer

Disable case records after 7 years using a business rule.

Answer

Use field-level security to hide case data after 7 years.

Question 15

Wide World Importers uses Dynamics 365 Sales and Customer Service. The sales team uses Copilot for Sales to draft email replies and get opportunity summaries. The customer service team uses Copilot to suggest knowledge articles. Recently, a user reported that Copilot is not generating any suggestions for a specific case. The case has a subject and description filled in, and knowledge articles exist on similar topics. The administrator checked the Copilot configuration and found that it is enabled for Customer Service. What is the most likely reason Copilot is not providing suggestions?

Accepted Answer

The user's security role does not have read permission on knowledge articles.. Option B is correct because Copilot requires certain permissions (e.g., read on knowledge articles) to fetch suggestions. If the user's security role lacks read access to the knowledge article entity, Copilot cannot retrieve suggestions. Option A is incorrect because Copilot is already enabled. Option C is incorrect because Copilot does not require premium licensing for basic features. Option D is incorrect because Copilot works even with default settings.

Answer

The user does not have a Copilot license assigned.

Answer

Copilot is not enabled for the Customer Service app.

Answer

The knowledge article search is not configured in Copilot settings.

MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 11 — 15 Questions

Exhibit

MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 11 — 15 Questions

Exhibit