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

Question 1

After migrating to Dynamics 365, a sales team notices that duplicate leads are being created. They want to automatically detect and resolve duplicates upon creation. What should they configure?

Accepted Answer

Duplicate Detection rules. Duplicate detection rules in Dynamics 365 are the native mechanism that automatically flags records as duplicates when they are created or updated, based on matching field criteria the admin defines. Once published and enabled, the rule runs on create/update and can prompt the user or log the duplicate, which is exactly the 'detect and resolve upon creation' requirement. This is a built-in data-quality feature, not something that requires custom code.

Answer

Power Automate flow

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Business Rules

Answer

Data Management settings

Question 2

A field service organization needs to automatically dispatch the nearest technician to a new work order. Which Dynamics 365 capability should they use?

Accepted Answer

Field Service with Resource Scheduling Optimization. Field Service with Resource Scheduling Optimization (RSO) is the correct answer because RSO is a Dynamics 365 Field Service add-in that automatically assigns the best technician to a work order based on proximity, availability, skills, and other constraints. It uses an optimization engine to minimize travel time and maximize resource utilization, directly fulfilling the requirement to dispatch the nearest technician automatically. This capability is unique to Field Service and is not available in Project Operations, Sales Hub, or Customer Service Hub.

Answer

Project Operations

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Sales Hub

Answer

Customer Service Hub

Question 3

A company wants to use AI to generate draft email replies for salespeople based on the context of an email thread. Which feature should they enable?

Accepted Answer

Copilot for Sales. Copilot for Sales is the Microsoft 365 Copilot extension purpose-built for Dynamics 365 Sales and Outlook that uses the email thread context to generate AI-drafted replies, meeting summaries, and CRM-aware suggestions. It is the only option that specifically delivers generative AI email drafting grounded in the sales context.

Answer

Conversation Intelligence

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Predictive lead scoring

Answer

Relationship Analytics

Question 4

A customer service manager wants to measure customer satisfaction after each interaction. Out-of-the-box, which Dynamics 365 Customer Service feature can send surveys automatically after a case is resolved?

Accepted Answer

Customer Voice. Dynamics 365 Customer Voice is the out-of-the-box feature that enables sending surveys automatically after a case is resolved. It integrates with Customer Service to trigger surveys based on case closure, allowing organizations to measure customer satisfaction. Other features like Omnichannel, Copilot, and Knowledge Management do not provide survey automation.

Answer

Omnichannel for Customer Service

Answer

Copilot for Service

Answer

Knowledge Management

Question 5

A sales organization uses Dynamics 365 Sales and wants to automatically capture emails and meetings from Outlook into relevant records without manual entry. What should they set up?

Accepted Answer

Server-Side Synchronization. Server-Side Synchronization is the correct answer because it enables automatic tracking of emails, appointments, and tasks between Dynamics 365 and Exchange without requiring user intervention. It works by having the Dynamics 365 asynchronous service monitor the user's Exchange mailbox and synchronize items based on tracking rules. This is the native, supported method for automatic capture of Outlook items into relevant records, such as leads, opportunities, or contacts.

Answer

Exchange integration

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Power Automate flow

Answer

Dynamics 365 App for Outlook

Question 6

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 is the feature designed to orchestrate multi-step, time-delayed customer interactions such as sending a welcome email, waiting three days, then sending a discount offer. It provides a visual designer with triggers, actions, and wait steps that model exactly this kind of drip campaign. The other tools focus on sales insights or analytics rather than journey orchestration.

Answer

Copilot for Sales

Answer

Sales Insights

Answer

Customer Insights

Question 7

Which TWO capabilities are part of Dynamics 365 Customer Insights?

Accepted Answer

Data unification from multiple sources. Option A is correct because Dynamics 365 Customer Insights is built around ingesting data from many sources (CRM, ERP, web, transactional systems) and unifying it into a single customer profile through the data unification process (map, match, merge). Option E is correct because Customer Insights includes AI-driven predictive models such as customer churn prediction and customer lifetime value prediction, which are core out-of-the-box capabilities of the product. Options B, C, and D do not belong: lead scoring and email campaign creation are marketing capabilities of Dynamics 365 Marketing (Customer Insights - Journeys), while case management is a customer service capability of Dynamics 365 Customer Service, not part of Customer Insights.

Answer

Lead scoring

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Email campaign creation

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Case management

Question 8

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 9

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 that checks if the case status is not set to 'In Progress' within 60 minutes. If the case is not updated to 'In Progress' within that time, the SLA fails. The SLA is applied when the case is created, and the failure action triggers if the condition is met.

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 10

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 11

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.. In Dynamics 365 Sales, the Estimated Revenue field on an Opportunity is a currency field that should hold a non-negative value. A negative value of -$15,000 most likely resulted from the legacy integration importing a negative amount directly into the field, since the platform does not automatically prevent negative values on import.

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 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.. In Dynamics 365 Marketing, segments are not evaluated in real time; they are processed on a schedule (or manually triggered). If contacts were created after the last segment evaluation, the segment will still show 0 members until the next evaluation cycle runs. The condition 'City equals Seattle' is valid and would match contacts if they existed at evaluation time.

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

Accepted Answer

Create and manage quotes and orders. Option A is correct because Dynamics 365 Sales Hub provides the core sales transaction functionality to create and manage quotes, orders, and invoices directly from the sales process, converting opportunities into revenue documents. Option B is correct because Sales Hub includes AI-driven relationship analytics, such as the Relationship Health and Relationship Analytics features powered by Dynamics 365 AI, which surface insights about customer interactions and engagement. Option D is correct because managing opportunities and tracking the sales pipeline is a primary function of Sales Hub, using the Opportunity entity and pipeline views to move deals through the sales stages. Option C is not correct because product lifecycle management from design to retirement is a capability of Dynamics 365 Supply Chain Management (or engineering/manufacturing apps), not Sales Hub. Option E is not correct because creating and managing marketing segments is a function of Dynamics 365 Customer Insights - Journeys (formerly Marketing), not Sales Hub.

Answer

Manage product lifecycle from design to retirement

Answer

Create and manage marketing segments

Question 15

Which TWO record types can be associated with a Case in Dynamics 365 Customer Service to provide additional context? (Choose two.)

Accepted Answer

Entitlement. Entitlement (A) is correct because a Case can be linked to an Entitlement record, which defines the terms of support (such as support terms, allocation type, and total/remaining minutes) and thereby supplies contractual context for the case. Knowledge Article (C) is correct because cases can be associated with knowledge articles (via the Knowledge Articles grid/Related records on the case form), providing reference material and resolution context for the support issue. Invoice (B) is not a case-related record type in Customer Service; it belongs to sales/account entities and is not surfaced on the case form for context. Marketing List (D) is a marketing entity used for campaign targeting and has no case association. Lead (E) is a sales entity representing an unqualified prospect and is not associated with cases for additional context.

Answer

Invoice

Answer

Marketing List

Answer

Lead