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

Question 1

A sales manager wants to automatically send a follow-up email to a lead after a meeting is completed in Dynamics 365 Sales. Which feature should they use?

Accepted Answer

Sales Accelerator. (Sales Accelerator) because it provides sequence-based automated actions, such as sending a follow-up email after a meeting is completed. Option A (Customer Journey) is designed for marketing email campaigns, not automated sales workflows. Option B (Power Automate) can be used to automate tasks, but it is a separate tool rather than a built-in CRM feature for this specific scenario. Option D (Copilot for Sales) offers AI assistance but does not automatically trigger actions like sending emails after meetings.

Answer

Customer Journey

Answer

Power Automate

Answer

Copilot for Sales

Question 2

A marketing manager wants to track the ROI of a multi-channel campaign in Dynamics 365 Marketing. Which feature is essential?

Accepted Answer

Marketing Insights. Marketing Insights (now part of Dynamics 365 Customer Insights) provides the analytics and AI-driven dashboards needed to measure ROI across multiple channels, including email, events, and customer journeys. It aggregates interaction data from campaigns and calculates key metrics like revenue attribution, cost per lead, and return on marketing investment, which is essential for tracking multi-channel ROI.

Answer

Segments

Answer

Customer Voice

Answer

Lead Scoring

Question 3

Which THREE of the following are capabilities of Dynamics 365 Customer Service?

Accepted Answer

Omnichannel engagement. Option B (Omnichannel engagement) is correct because Dynamics 365 Customer Service includes the Omnichannel for Customer Service add-on, which unifies chat, voice, SMS, social, and messaging channels into a single agent workspace with routing and workstream management. Option D (Knowledge management) is correct because Customer Service provides a built-in knowledge base with article authoring, versioning, and search that agents can surface in the interactive experience to resolve cases faster. Option E (Service Level Agreements) is correct because Customer Service supports SLA records with KPIs such as first response and resolution time, plus warning and failure actions (e.g., applying an action or sending an email) when targets are breached. Option A (Marketing email campaigns) is not correct because campaign and email marketing capabilities belong to Dynamics 365 Customer Insights - Journeys (formerly Marketing), not Customer Service. Option C (Lead management) is not correct because leads are part of the Dynamics 365 Sales model for pre-opportunity pipeline tracking, whereas Customer Service centers on cases, entitlements, and service-level commitments.

Answer

Marketing email campaigns

Answer

Lead management

Question 4

Which TWO of the following are core entities in Dynamics 365 Marketing?

Accepted Answer

Marketing List. In Dynamics 365 Marketing, a Marketing List (option A) is a core entity because it defines the target audience segment of contacts, leads, or accounts that a marketing campaign or customer journey will send messages to. Lead (option E) is also a core entity, as leads represent potential customers captured and nurtured through marketing activities such as landing pages, forms, and lead-scoring models before being qualified into opportunities. Quote (option B) is not a Marketing core entity; it belongs to the Sales module for pricing and proposing products to customers. Invoice (option C) is a Sales/Finance entity used for billing, not a Marketing entity. Case (option D) is a Customer Service entity used to track support issues, so it is not part of the Marketing core entity set.

Answer

Quote

Answer

Invoice

Answer

Case

Question 5

A Dynamics 365 administrator configures the above field definition. What is the most likely effect?

Accepted Answer

The field enforces a phone number format. In Dynamics 365, the field definition shown is a Single Line of Text field with the Format set to 'Phone'. This format applies a phone number input mask that enforces a specific pattern (e.g., (xxx) xxx-xxxx) and validates that the entered value matches a phone number format. Therefore, the field enforces a phone number format, making option D correct.

Answer

The field only accepts email addresses

Answer

The field accepts a URL

Answer

The field accepts any text up to 50 characters

Question 6

A Dynamics 365 administrator runs this KQL query in Customer Service analytics. What insight does the query provide?

Accepted Answer

Number of cases created after a date, grouped by product. The KQL query in Customer Service analytics filters cases by creation date and summarizes them grouped by product, which yields a count of cases created after a specified date for each product. This is the classic 'count by category over time' pattern used to spot product-level case volume trends. The other options describe different aggregations (severity filter, duration average, agent grouping) that the query does not perform.

Answer

Number of high-severity cases by product

Answer

Average resolution time per product

Answer

Number of cases assigned to each agent

Question 7

Contoso Ltd. is a mid-sized manufacturing company that uses Dynamics 365 Customer Service and Dynamics 365 Field Service. They have 50 agents and 30 field technicians. Currently, all incoming cases are manually assigned by a dispatcher. Contoso wants to automate case routing based on the product category (e.g., HVAC, Electrical, Plumbing). Additionally, if a case requires an on-site visit after initial diagnosis, a field service work order should be automatically created and assigned to the nearest available technician with the correct skill set. The company also wants to provide customers with a self-service portal to submit cases and track their status. The IT team has limited development resources and prefers out-of-the-box solutions. Which combination of Dynamics 365 features should they use?

Accepted Answer

Use Omnichannel for Customer Service routing rules, Connected Field Service for automatic work order generation, and the Customer Service Portal. The combination of Omnichannel for Customer Service routing rules, Connected Field Service for automatic work order generation, and the Customer Service Portal meets all requirements. Omnichannel provides advanced routing based on skills and capacity, which can be used to route cases by product category. Connected Field Service integrates with Field Service to automatically create work orders from cases when an on-site visit is needed. The Customer Service Portal allows customers to submit and track cases. These are out-of-the-box features with minimal development.

Answer

Use Power Automate flows for case routing and work order creation, and the Customer Portal from Power Pages

Answer

Use Copilot for Service to route cases and generate work orders, and use the Customer Voice for self-service

Answer

Use manual assignment and the Schedule Board for work orders, and provide self-service via the Customer Portal

Question 8

A customer service team receives high call volumes. They need a solution that suggests relevant knowledge articles to agents in real-time during a call. Which Dynamics 365 feature should be enabled?

Accepted Answer

Copilot for Service. Copilot for Service can surface knowledge articles and suggest answers in real-time during a call. Option A is wrong because Omnichannel for Customer Service routes conversations but does not suggest articles. Option C is wrong because Knowledge Management stores articles but does not proactively suggest them. Option D is wrong because Customer Voice collects feedback.

Answer

Omnichannel for Customer Service

Answer

Knowledge Management

Answer

Customer Voice

Question 9

Which TWO capabilities are included in Dynamics 365 Customer Service?

Accepted Answer

Knowledge management. Knowledge management (A) is a core capability of Dynamics 365 Customer Service, providing a searchable knowledge base that agents can use to find and share articles and resolve cases faster. Case management (E) is also fundamental to Dynamics 365 Customer Service, as it provides the full lifecycle for tracking, routing, and resolving customer issues through cases, queues, and entitlements. Predictive lead scoring (B) belongs to Dynamics 365 Sales, where it scores leads based on likelihood to convert. Survey creation (C) is a capability of Dynamics 365 Customer Voice (formerly Forms Pro), not Customer Service. Work order management (D) is part of Dynamics 365 Field Service, used for scheduling and dispatching field technicians.

Answer

Predictive lead scoring

Answer

Survey creation

Answer

Work order management

Question 10

Contoso, a multinational retailer, uses Dynamics 365 Sales and Customer Service. They have 10,000 sales representatives and 5,000 customer service agents. The sales team uses Copilot for Sales to draft emails and summarize meetings. The service team uses Omnichannel for Customer Service with voice channel. Contoso recently acquired a company that uses a different CRM system. They want to migrate all customer data into Dynamics 365, ensuring that duplicate records are minimized. They also want to use AI to predict customer churn and send proactive offers. Additionally, they need to comply with GDPR and allow customers to request deletion of their data. Which combination of Dynamics 365 tools should Contoso use?

Accepted Answer

Customer Insights and Microsoft Purview Compliance Manager. Customer Insights provides data unification capabilities to merge data from the acquired company's CRM into Dynamics 365, deduplication to minimize duplicates, and AI-driven churn prediction to identify at-risk customers and enable proactive offers. Microsoft Purview Compliance Manager helps manage GDPR compliance, including handling customer data deletion requests. Option A is incorrect because Sales Insights focuses on sales analytics and Copilot for Sales assists with email/summary tasks, but neither provides data unification or compliance features. Option C is incorrect because Dynamics 365 Marketing and Customer Voice are for campaign management and feedback collection, not data integration or GDPR compliance. Option D is incorrect because Customer Service and Knowledge Management are for service operations, not data unification or compliance management.

Answer

Sales Insights and Copilot for Sales

Answer

Dynamics 365 Marketing and Customer Voice

Answer

Customer Service and Knowledge Management

Question 11

Your company uses Dynamics 365 Sales. You want to ensure that when a lead is qualified, the associated contact and account are automatically created, and the lead's email address and phone number are copied to the new contact. How should you configure this?

Accepted Answer

Edit the Lead to Opportunity Sales Process field mapping to map email and phone.. The Lead to Opportunity Sales Process includes field mapping that automatically copies fields from the lead to the newly created contact and account upon qualification. By editing this mapping, you can specify that the email and phone fields are copied. Option B is incorrect because duplicate detection rules do not copy data; they only detect duplicates. Option C is incorrect because while a workflow could achieve this, the built-in qualification mapping is the standard and simplest configuration, and the question asks how to configure this automatic behavior. Option D is incorrect because business rules operate on forms and do not affect what happens during lead qualification.

Answer

Configure duplicate detection rules to copy data on match.

Answer

Set up a workflow to create contact and account upon lead qualification.

Answer

Create a business rule on the lead form to populate contact fields.

Question 12

A customer service agent needs to view all open cases for a specific account, including cases assigned to other agents. Which view should the agent use?

Accepted Answer

Active Cases. The Active Cases view in Dynamics 365 Customer Service shows all open (active) cases regardless of owner, so the agent can see cases assigned to other agents as well as their own. It filters by status (Active) rather than by ownership, which is exactly what the requirement describes.

Answer

All Cases

Answer

Cases Assigned to Me

Answer

My Active Cases

Question 13

Your Dynamics 365 Customer Service implementation includes a Power Automate flow that creates a task in Microsoft To Do when a case is resolved. The flow triggers on resolution, but tasks are not being created. You verify the flow is turned on and has no errors. What should you check next?

Accepted Answer

Ensure that the case resolution uses the standard 'Resolve Case' action rather than a custom workflow.. The flow triggers on case resolution, but if the case is resolved through a custom workflow or a non-standard method, the trigger may not fire. The standard 'Resolve Case' action in Dynamics 365 Customer Service raises the appropriate event that the Power Automate flow listens for. Custom resolution methods might bypass this event, so ensuring the standard action is used is the correct next check.

Answer

Check that the flow owner has a Dynamics 365 license.

Answer

Confirm the Microsoft To Do connection is shared with the case owner.

Answer

Re-enable the flow and save it again.

Question 14

Which TWO capabilities are provided by Dynamics 365 Customer Insights - Journeys? (Choose two.)

Accepted Answer

Multi-channel customer journey orchestration. Option C is correct because Dynamics 365 Customer Insights - Journeys is built around designing and automating multi-channel customer journeys (email, SMS, push, and social) that orchestrate personalized interactions across the customer lifecycle. Option D is correct because the product includes real-time marketing capabilities such as event management, webinar integration, and real-time customer journey triggers that respond to customer actions as they happen. Option A is incorrect because financial reporting and analytics are provided by Dynamics 365 Finance and related finance/operations apps, not by Customer Insights - Journeys. Option B is incorrect because machine-learning-based lead scoring is a capability of Dynamics 365 Sales (and its predictive scoring features), not of Customer Insights - Journeys. Option E is incorrect because case management with SLA tracking is a capability of Dynamics 365 Customer Service, not Customer Insights - Journeys.

Answer

Financial reporting and analytics

Answer

Lead scoring based on machine learning

Answer

Case management with SLA tracking

Question 15

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 default 'Round Robin' assignment method in Dynamics 365 Customer Service distributes cases evenly across agents without regard to priority, and the routing engine evaluates queues on a periodic cycle (often up to 10 minutes). Switching to 'Highest Capacity' with a priority boost ensures high-priority cases are matched to the agent with the most available capacity and are evaluated ahead of lower-priority items, so they get assigned within the 1-minute target. This directly addresses the delay by changing both the assignment logic and the priority weighting.

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.