MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 2 — 15 Questions

Question 1

Which TWO capabilities are provided by Dynamics 365 Sales?

Accepted Answer

Lead scoring. Lead scoring is a core capability of Dynamics 365 Sales that uses AI and predefined criteria to rank leads based on their likelihood to convert, helping sales teams prioritize high-quality leads. This feature is built into the Sales Hub app and leverages predictive scoring models to automate lead prioritization.

Answer

Case management

Answer

Campaign management

Answer

Knowledge base management

Question 2

Which THREE features are available in Dynamics 365 Customer Service?

Accepted Answer

SLA tracking. Options A, B, and E are correct. Dynamics 365 Customer Service includes SLA tracking, case management, and knowledge base functionality. Option C (campaign analytics) is a feature of Dynamics 365 Marketing, not Customer Service. Option D (lead scoring) is a feature of Dynamics 365 Sales.

Answer

Campaign analytics

Answer

Lead scoring

Question 3

Which TWO Dynamics 365 apps are part of the customer engagement apps family?

Accepted Answer

Dynamics 365 Sales. Options C and E are correct. Dynamics 365 Sales and Dynamics 365 Marketing are part of the customer engagement apps family. Option A (Dynamics 365 Finance) is incorrect because it is a finance and operations app. Option B (Dynamics 365 Supply Chain Management) is also a finance and operations app. Option D (Dynamics 365 Human Resources) is a standalone app and not part of customer engagement.

Answer

Dynamics 365 Finance

Answer

Dynamics 365 Supply Chain Management

Answer

Dynamics 365 Human Resources

Question 4

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Dynamics 365 feature should be used?

Accepted Answer

Predictive lead scoring in Sales Insights. Dynamics 365 Sales Insights includes predictive lead scoring that uses AI to prioritize leads based on their likelihood to convert. Option A is wrong because Copilot for Sales is an AI assistant for sales tasks, not a lead scoring engine. Option B is wrong because LinkedIn Sales Navigator provides social selling insights and relationship intelligence, not automatic lead scoring. Option D is wrong because Power BI is a data visualization and reporting tool, not an automatic prioritization engine.

Answer

Copilot for Sales

Answer

LinkedIn Sales Navigator

Answer

Power BI dashboards

Question 5

A customer service agent needs to find answers to common questions without leaving the case form. Which feature provides suggested knowledge articles in real time?

Accepted Answer

Knowledge article suggestions. Dynamics 365 Customer Service's knowledge article suggestions feature automatically displays relevant articles based on the case context, allowing agents to find answers without leaving the case form. Option A is incorrect because Omnichannel for Customer Service manages multiple communication channels, not article suggestions. Option B is incorrect because Copilot in Customer Service provides AI-driven assistance but does not specifically suggest knowledge articles. Option C is incorrect because Power Virtual Agents (Copilot Studio) is a chatbot builder, not a knowledge suggestion tool.

Answer

Omnichannel for Customer Service

Answer

Copilot in Customer Service

Answer

Power Virtual Agents (Copilot Studio)

Question 6

A marketing team wants to create a customer journey that sends a follow-up email only to contacts who opened the initial email. Which Dynamics 365 Marketing feature should be used?

Accepted Answer

Customer journey trigger based on email interaction. Dynamics 365 Marketing's customer journey functionality includes triggers based on email interactions, such as 'email opened'. This allows the journey to branch and send a follow-up only to those contacts who opened the initial email. Option D is incorrect because segmentation creates static groups based on criteria, not real-time interaction triggers. Option B is incorrect because while Power Automate can integrate, it is not the native or recommended way to set interaction-based triggers within a customer journey. Option C is incorrect because Copilot for Marketing assists with content generation, not journey logic or triggers.

Answer

Power Automate integration

Answer

Copilot for Marketing

Answer

Segmentation

Question 7

A field service technician needs to view their assigned work orders and update status while offline. Which Dynamics 365 Field Service capability supports this?

Accepted Answer

Field Service mobile app with offline capability. The Field Service mobile app supports offline mode, allowing technicians to view work orders and update status without an internet connection. Option A is incorrect because Resource Scheduling Optimization is a tool for dispatchers to optimize schedules, not for technicians to work offline. Option B is incorrect because Remote Assist is for remote collaboration via video calls, not offline work management. Option C is incorrect because IoT alerts and predictive maintenance are used for monitoring equipment, not for viewing work orders offline.

Answer

Resource Scheduling Optimization

Answer

Dynamics 365 Remote Assist

Answer

IoT alerts and predictive maintenance

Question 8

A sales operations admin reviews this configuration. Which change would most improve lead prioritization based on recent interaction?

Accepted Answer

Add a feature 'DaysSinceLastEmail' with weight 0.3. Adding a 'DaysSinceLastEmail' feature with weight 0.3 directly captures recency of interaction, which is the goal of improving lead prioritization based on recent interactions. Option A is wrong because deactivating the model would stop scoring entirely. Option B is wrong because increasing the weight of EmailEngagement (already at 0.5) would not add recency information. Option C is wrong because CompanySize is a firmographic attribute, not an interaction-based factor.

Answer

Change model status to 'Inactive'

Answer

Increase weight of EmailEngagement to 0.7

Answer

Increase weight of CompanySize to 0.4

Question 9

An agent reports that when no knowledge article is found, the system responds with irrelevant answers. Based on the exhibit, what is the likely cause?

Accepted Answer

Fallback to Copilot provides generic responses. When no knowledge article is found, the system's fallback behavior determines how it responds. If fallback is set to Copilot, it will generate generic responses that may not be relevant, causing the reported issue.

Answer

External FAQ source is missing

Answer

Web content source is disabled

Answer

Knowledge articles are disabled

Question 10

A support manager uses this query in a Power BI report: 'Group cases by account, calculate the total number of cases and the average resolution time, filter to accounts with more than 10 cases, and sort by longest average resolution time descending.' What insight does this query provide?

Accepted Answer

Accounts with the highest case volumes and longest resolution times. The query likely filters or aggregates case data to show accounts with a high number of cases and longest average resolution times, directly providing insight into accounts with high case volumes and slow resolution. Option B is incorrect because the query focuses on high case volumes, not low case counts for proactive outreach. Option C is incorrect because the query does not show trends over time; it shows a snapshot of volumes and resolution times per account. Option D is incorrect because the query does not analyze root causes; it only lists accounts and their resolution times.

Answer

Accounts that need proactive outreach due to low case count

Answer

Trend of case creation over time

Answer

Root causes of slow resolution times

Question 11

A non-profit organization uses Dynamics 365 to manage donor relationships. They want to track interactions such as donations, event attendance, and volunteer hours. Which Dynamics 365 app is best suited?

Accepted Answer

Dynamics 365 Customer Insights - Journeys. Dynamics 365 Customer Insights - Journeys (formerly Marketing) is designed to manage donor relationships and track interactions like donations, event attendance, and volunteer hours, aligning with a non-profit's needs. Option B (Customer Service) is for case management, not interaction tracking. Option C (Field Service) focuses on service delivery in the field. Option D (Sales) is for sales pipelines, not comprehensive donor interaction management.

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Sales

Question 12

Which TWO capabilities are part of Dynamics 365 Sales Insights?

Accepted Answer

Predictive lead scoring. Predictive lead scoring is a core capability of Dynamics 365 Sales Insights that uses AI and machine learning models to analyze historical lead data and assign a score indicating the likelihood of conversion. This helps sales teams prioritize leads with the highest potential, directly aligning with the Sales Insights module's focus on AI-driven intelligence.

Answer

Copilot for Sales

Answer

Product catalog management

Answer

Knowledge article suggestions

Question 13

Which THREE features are available in Dynamics 365 Customer Service?

Accepted Answer

Knowledge article management. Options B, C, and E are correct: Knowledge article management, Omnichannel for Customer Service, and Copilot in Customer Service are core features of Dynamics 365 Customer Service. Option A is incorrect because customer journey design belongs to Dynamics 365 Marketing. Option D is incorrect because predictive lead scoring belongs to Dynamics 365 Sales.

Answer

Customer journey design

Answer

Predictive lead scoring

Question 14

Which TWO capabilities are included in Dynamics 365 Marketing?

Accepted Answer

Email marketing automation. Options A and E are correct: Email marketing automation and event management are core capabilities in Dynamics 365 Marketing. Option B is incorrect because resource scheduling belongs to Dynamics 365 Field Service. Option C is incorrect because entitlement management is part of Dynamics 365 Customer Service. Option D is incorrect because IoT alerts are a capability of Dynamics 365 Field Service.

Answer

Resource scheduling

Answer

Entitlement management

Answer

IoT alerts

Question 15

A project manager wants to track tasks, milestones, and resource allocation for a customer implementation. Which Dynamics 365 app provides these capabilities?

Accepted Answer

Dynamics 365 Project Operations. Dynamics 365 Project Operations provides project management capabilities including tasks, milestones, and resource allocation. Option A (Dynamics 365 Field Service) is incorrect because it focuses on work orders and scheduling for field technicians. Option B (Dynamics 365 Sales) is incorrect because it manages sales leads, opportunities, and customer relationships. Option D (Dynamics 365 Customer Service) is incorrect because it handles case management and customer support.

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Service