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

Question 1

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

Accepted Answer

Entitlement. Correct answers: A and C. Entitlements define support terms and can be associated with a case to provide context on service coverage. Knowledge Articles provide self-help information and can be linked to a case to offer solutions. Invoices (B), Marketing Lists (D), and Leads (E) are not typically associated with cases for context in Dynamics 365 Customer Service.

Answer

Invoice

Answer

Marketing List

Answer

Lead

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.. A system dashboard is automatically shared with all users who have appropriate roles, meeting the VP's requirement without manual sharing. Option B is wrong because while a Power BI report with auto-refresh could work, it requires additional licensing and setup, and the question specifically asks for a solution using the built-in chart designer. Option C is wrong because exporting a chart as an image and posting it in Teams is a manual process and does not provide an automatically updating dashboard. Option D is wrong because sharing a personal dashboard individually still requires manual sharing, which does not achieve automatic visibility for all sales users.

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.. The 'Highest Capacity' assignment method considers agent workload and availability, and configuring a priority boost for high-priority cases ensures they are assigned more quickly, potentially within 1 minute. Option A is incorrect because disabling skill-based matching may assign cases to unqualified agents. Option B is incorrect because reducing the routing engine evaluation interval alone does not change the assignment method; it may still use Round Robin, which does not prioritize high-priority cases. Option C is incorrect because simply increasing the number of agents does not guarantee faster assignment if the routing method does not prioritize urgent cases.

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.. The correct approach is to update the contacts' marketing consent to 'Allow' because Dynamics 365 Marketing respects consent settings. Changing consent is the proper way to include these contacts. Option A is incorrect because recreating the journey does not ignore consent; the 'Ignore consent' option is not available in the journey builder. Option B is incorrect because removing contacts from the segment would bypass the journey; you want them included. Option C is incorrect because the email cannot be modified to not require consent; consent checking is enforced by the system.

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.. Dynamics 365 Customer Insights - Data (now part of Microsoft Customer Data Platform) is designed to unify customer data from multiple sources, including Dynamics 365 Sales and Marketing, into a single customer profile. This provides the 360-degree view the VP of Sales needs, including email opens, clicks, and meeting activities, without custom development. Option B is incorrect because the timeline control on the contact form only shows activities within the same app (e.g., Sales activities) but not cross-app data from Marketing. Option C is incorrect because building a Power Apps portal requires custom development, which the scenario explicitly wants to avoid. Option D is incorrect because Sales Insights (now Dynamics 365 Sales Insights) provides AI-driven analytics and suggestions within Sales but does not inherently unify marketing interaction data, such as email opens and clicks, 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.. To improve the relevance of Copilot suggestions, you should review and curate the training data by marking good and bad suggestions (D), as this helps the AI learn from feedback. Additionally, ensuring knowledge articles are well-written, categorized, and tagged properly (E) improves the quality of the knowledge base that Copilot uses. Option A is incorrect because increasing the number of suggestions does not address relevance; it may overwhelm agents. Option B is incorrect because disabling Copilot is not a solution; the goal is to improve its relevance. Option C is incorrect because language mismatch is typically not the cause of irrelevant suggestions in this context.

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 answers are B, D, and E. Skill-based matching rules (B) assign cases based on agent expertise, presence integration with Teams (D) ensures only available agents receive work, and unified routing (E) routes items based on skills and availability. Option A (Lead score calculation) is for sales, not routing; option C (Copilot for Remote Assist) is for field service, 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.. 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.. Creating a queue for the new region and setting up routing rules based on country ensures cases are automatically routed to the appropriate team. Assigning a custom security role with read and append privileges on cases, as well as the assign privilege, allows the team lead to view and reassign cases within the team without being able to modify case resolution details. Option A is incorrect because manually sharing cases is inefficient and doesn't provide automatic routing. Option B is incorrect because creating a new business unit is unnecessary and a security role with read and write access would give the lead too much permission on resolution. Option C is incorrect because queues and routing rules are appropriate, but field-level security is not required; instead, the security role should be configured to limit permissions on case resolution.

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.. Resource Scheduling Optimization (RSO) provides automatic scheduling based on proximity and skills, and Connected Field Service enables IoT integration and predictive maintenance, meeting both the automatic scheduling and predictive maintenance requirements. Option B is incorrect because manual scheduling does not achieve automatic assignment. Option C is incorrect because manual scheduling with skill matching does not provide automatic optimization. Option D is incorrect because work order templates do not handle automatic scheduling or predictive maintenance.

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. Customer journeys with triggers and wait steps in Dynamics 365 Marketing allow the creation of automated, timed email sequences triggered by events like contact creation. Option A (Quick campaigns) is a manual one-time send and does not support automated triggers or wait steps. Option C (Sales accelerator) is a sales feature for sequences, not marketing automation. Option D (Omnichannel engagement) is for real-time messaging across channels, not for automated email journeys with triggers and waits.

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 administrator should enable Copilot for Sales (B) and Predictive forecasting (E) to improve forecast accuracy. Copilot for Sales uses AI to provide next-action recommendations and help sales teams prioritize opportunities. Predictive forecasting leverages AI to analyze historical data and opportunity attributes, producing more accurate revenue predictions based on regular updates. Sales playbooks (A) are guided processes, not AI-driven predictions. Power BI reports (C) are for visualization, not AI. Omnichannel for Customer Service (D) is unrelated to sales forecasting.

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.. Dynamics 365 provides native retention policies that can automatically delete records after a specified period, such as 7 years. Integrating with Microsoft Purview allows centralized management of retention policies across the organization, ensuring compliance with data governance requirements. Options B, C, and D are incorrect because manual deletion is error-prone and not automatic, business rules cannot delete records, and field-level security only controls visibility, not deletion.

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.. Copilot for Customer Service requires the user's security role to have read permission on the knowledge article entity to retrieve and suggest articles. If the user lacks this permission, Copilot will not generate suggestions even if the case is populated and Copilot is enabled. Option B is incorrect because the user is already using Copilot for Sales, indicating they have a Copilot license. Option C is incorrect because the administrator verified that Copilot is enabled for Customer Service. Option D is incorrect because knowledge article search is automatically enabled when Copilot is configured for Customer Service; no additional search configuration is required.

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.