MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 3 — 15 Questions

Question 1

A salesperson wants to quickly get a summary of their daily activities and upcoming meetings when they open Dynamics 365. What should they use?

Accepted Answer

Dynamics 365 Home page. The Dynamics 365 Home page provides a personalized dashboard with daily activities and meetings. Option B is wrong because Copilot can summarize but is not the home page. Option C is wrong because Power BI reports are separate. Option D is wrong because the Sales Hub sitemap is navigation, not a summary.

Answer

Copilot for Sales

Answer

Power BI dashboard

Answer

Sales Hub sitemap

Question 2

A dispatcher notices that some work orders are not being scheduled even though technicians are available. Based on the exhibit, what is the most likely cause?

Accepted Answer

Overtime is not allowed. Overtime is not allowed. In the configuration, the setting 'allowOvertime: false' prevents scheduling any work order that would require a technician to work beyond the end time of 17:00. Since dispatchers are not allowed to schedule overtime, any work order that would extend past 17:00 remains unscheduled, even if technicians are available.

Answer

Skills consideration is enabled

Answer

Time window is too narrow

Answer

Optimization goal is set to minimize travel time

Question 3

A sales manager wants to ensure that leads are automatically qualified based on specific criteria such as budget and timeline. Which Dynamics 365 feature should be configured?

Accepted Answer

Lead scoring. Lead scoring is correct because it automatically evaluates leads based on predefined criteria such as budget and timeline. Option A is wrong because Copilot for Sales provides AI-assisted suggestions but does not automatically qualify leads. Option C is wrong because sales sequences automate step-by-step sales activities, not lead qualification. Option D is wrong because business process flow guides users through stages but does not automatically qualify leads.

Answer

Copilot for Sales

Answer

Sales sequences

Answer

Business process flow

Question 4

A support team manager notices that case resolution times have increased. The team uses Dynamics 365 Customer Service. Which feature should be implemented to provide agents with relevant knowledge articles while they work on cases?

Accepted Answer

Knowledge Base search. Knowledge Base search provides agents with relevant knowledge articles directly within the case context, helping reduce resolution times. Option A (Customer Service Insights) is for analytics, not real-time article suggestions. Option C (Copilot for Service) generates AI responses but does not specifically surface knowledge articles. Option D (Omnichannel for Customer Service) manages multiple communication channels, not article suggestions.

Answer

Customer Service Insights

Answer

Copilot for Service

Answer

Omnichannel for Customer Service

Question 5

A marketing team wants to use Dynamics 365 Customer Insights to create a segment of customers who have purchased within the last 30 days and have an open support case. The segment should update daily. Which type of segment should they create?

Accepted Answer

Dynamic segment. (Dynamic segment). A dynamic segment automatically updates membership based on changing conditions, so it will include customers who purchased in the last 30 days and have an open support case, updating daily. Option A (Calculated measure) is a metric, not a segment. Option B (Static segment) is a one-time snapshot and does not update. Option D (Predictive model) forecasts future behavior, not a segment definition.

Answer

Calculated measure

Answer

Static segment

Answer

Predictive model

Question 6

A company wants to use Dynamics 365 Sales to track the entire sales process from lead to opportunity to closed deal. Which entity should be created first when a potential customer shows interest?

Accepted Answer

Lead. A lead represents an initial interest from a potential customer. In Dynamics 365 Sales, the sales process starts with a lead, which is then qualified into an opportunity. Option A is incorrect because an opportunity is created after a lead is qualified. Option B is incorrect because an order is created after a quote is accepted, which comes later in the process. Option D is incorrect because a quote is created after an opportunity is identified.

Answer

Opportunity

Answer

Order

Answer

Quote

Question 7

A customer service manager wants to automatically route high-priority cases to a specialized team. Which Dynamics 365 feature should they configure?

Accepted Answer

Routing rules. Routing rules define how cases are assigned based on criteria. Option A is wrong because SLAs track service level agreements, not routing. Option C is wrong because queues hold cases but routing rules determine assignment. Option D is wrong because entitlement defines support terms, not routing.

Answer

Service Level Agreements (SLAs)

Answer

Queues

Answer

Entitlements

Question 8

Refer to the exhibit. A Dynamics 365 Customer Insights segment is configured as shown. The marketing team notices the segment does not include a customer who recently spent $12,000. What is the most likely reason?

Accepted Answer

The segment is not refreshed daily. The segment is configured to refresh weekly on Mondays. If the customer's spending increased to $12,000 after the last refresh, they would not be included until the next scheduled refresh. Option A is correct because the segment is not refreshed daily, so recent changes are not reflected immediately. Option B is incorrect because the operator 'greaterThan' is appropriate for including customers who have spent more than $10,000. Option C is incorrect because 'TotalSpend' is a valid field. Option D is incorrect because the value represents a threshold, not the exact spend of a specific customer.

Answer

The operator should be 'lessThan'

Answer

The field name 'TotalSpend' is misspelled

Answer

The value should be 12000

Question 9

A project manager uses Dynamics 365 Project Operations. They need to create a work breakdown structure (WBS) and assign resources to tasks. Which entity should they use to define the WBS?

Accepted Answer

Task. The work breakdown structure (WBS) is defined using tasks in Dynamics 365 Project Operations. Tasks are the building blocks that represent the work to be done, and they can be organized hierarchically to form the WBS. Option A is wrong because milestones are specific points in time used to track progress, not the structure itself. Option C is wrong because the project is the container that holds all WBS elements, but it is not the WBS itself. Option D is wrong because resources are assigned to tasks, but they do not define the WBS.

Answer

Milestone

Answer

Project

Answer

Resource

Question 10

A salesperson wants to use Dynamics 365 Sales Copilot to draft an email to a customer based on recent interactions. What is the primary benefit of using Copilot for this task?

Accepted Answer

It saves time by automatically generating a draft based on context. The primary benefit of using Dynamics 365 Sales Copilot to draft an email is that it saves time by automatically generating a draft based on CRM context, such as recent interactions and relevant data. This allows the salesperson to quickly review and send a personalized message without starting from scratch. Option A is incorrect because Copilot does not translate emails into a preferred language by default. Option B is incorrect because Copilot does not send emails automatically; it only drafts them. Option D is incorrect because the draft requires user review and manual sending.

Answer

It translates the email into the customer's preferred language

Answer

It ensures the email is sent immediately to the customer

Answer

It automatically sends the email without user review

Question 11

Refer to the exhibit. A Dynamics 365 Customer Service routing rule is configured as shown. A case with priority code 2 is created. What will happen?

Accepted Answer

The case is assigned to the default queue. The rule only applies to priority code 1; for other priorities, the default queue assignment applies. Option A is wrong because the rule does not apply. Option C is wrong because there is no escalation. Option D is wrong because the case is not set to high priority.

Answer

The case is automatically closed

Answer

The case is escalated to a manager

Answer

The case is routed to VIPQueue

Question 12

Which TWO actions can a marketing user perform using Dynamics 365 Customer Insights? (Choose TWO.)

Accepted Answer

Create customer segments based on behavior. Options B and C are correct because Dynamics 365 Customer Insights allows marketing users to create customer segments based on behavior and generate predictive insights about churn. Option A is incorrect because routing support cases to queues is a feature of Dynamics 365 Customer Service, not Customer Insights. Option D is incorrect because drafting emails using Copilot is a feature of Dynamics 365 Sales or Marketing, not Customer Insights. Option E is incorrect because creating sales orders is managed in Dynamics 365 Sales.

Answer

Route support cases to queues

Answer

Draft emails using Copilot

Answer

Create sales orders

Question 13

Which THREE capabilities are provided by Dynamics 365 Sales? (Choose THREE.)

Accepted Answer

Opportunity tracking. Dynamics 365 Sales includes opportunity tracking as a core feature, allowing sales teams to manage and monitor potential deals through the sales pipeline from initial contact to closure. This capability enables users to log interactions, track progress, and forecast revenue, directly supporting the sales process.

Answer

Case management

Answer

Marketing email automation

Question 14

Which TWO features in Dynamics 365 Customer Service help improve agent productivity? (Choose TWO.)

Accepted Answer

Knowledge article suggestions. Knowledge article suggestions (Option B) improve agent productivity by automatically surfacing relevant knowledge base articles while agents are working on a case, reducing search time and enabling faster resolution. Case routing rules (Option E) enhance productivity by automatically assigning cases to the most appropriate agent or queue based on predefined criteria, eliminating manual triage.

Answer

Lead scoring

Answer

Email campaign management

Answer

Marketing segmentation

Question 15

Refer to the exhibit. A Dynamics 365 Customer Service SLA is configured as shown. A case with the Gold Support SLA is created but the first response is not provided within 1 hour. What will happen?

Accepted Answer

The case is escalated. The SLA failure action is set to "Escalate", so when the first response is not provided within 1 hour, the case is escalated. Option A is incorrect because a notification is not sent; the failure action is escalation, not notification. Option B is incorrect because the case is not rerouted. Option D is incorrect because the case is not automatically closed.

Answer

A notification is sent

Answer

The case is rerouted to another queue

Answer

The case is automatically closed