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

Question 1

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. Option A is correct because a lead represents an initial interest. Option B is wrong because an opportunity is created after qualification. Option C is wrong because a quote is created after an opportunity. Option D is wrong because an order is created after a quote is accepted.

Answer

Opportunity

Answer

Order

Answer

Quote

Question 2

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. Option B is correct because 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 3

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. Option D is correct because the segment is set to refresh weekly on Mondays; if the customer's spend updated after the last refresh, they won't appear until the next refresh. Option A is wrong because the field is correct. Option B is wrong because the operator is correct. Option C is wrong because the value is correct.

Answer

The operator should be 'lessThan'

Answer

The field name 'TotalSpend' is misspelled

Answer

The value should be 12000

Question 4

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. Option C is correct because the work breakdown structure is defined using tasks in Project Operations. Option A is wrong because projects are the container, not the WBS itself. Option B is wrong because resources are assigned to tasks. Option D is wrong because milestones are specific points, not the full WBS.

Answer

Milestone

Answer

Project

Answer

Resource

Question 5

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. Option A is correct because Copilot drafts emails using context from the CRM, saving time. Option B is wrong because Copilot does not guarantee delivery. Option C is wrong because Copilot uses CRM data, not necessarily the customer's preferred language. Option D is wrong because Copilot drafts the email but the salesperson still sends it manually.

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 6

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. Option B is correct because 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 7

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

Accepted Answer

Create customer segments based on behavior. Options A and C are correct because Customer Insights allows creating segments and generating insights. Option B is wrong because sales orders are managed in Dynamics 365 Sales. Option D is wrong because case routing is Customer Service. Option E is wrong because email drafting is Sales Copilot.

Answer

Route support cases to queues

Answer

Draft emails using Copilot

Answer

Create sales orders

Question 8

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

Accepted Answer

Opportunity tracking. Option A is correct because 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 9

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 10

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. Option A is correct because the failure action is set to Escalate. Option B is wrong because the success action is Notify, but the condition failed. Option C is wrong because the case is not closed. Option D is wrong because the case is not rerouted.

Answer

A notification is sent

Answer

The case is rerouted to another queue

Answer

The case is automatically closed

Question 11

A Dynamics 365 Customer Service agent needs to communicate with a customer via live chat. Which feature should the agent use?

Accepted Answer

Omnichannel for Customer Service. Option A is correct because Omnichannel for Customer Service includes live chat. Option B is wrong because Knowledge Base is for articles. Option C is wrong because Copilot is for AI assistance. Option D is wrong because Customer Service Insights is for analytics.

Answer

Copilot for Service

Answer

Knowledge Base

Answer

Customer Service Insights

Question 12

Refer to the exhibit. A Dynamics 365 Marketing segment is configured to include customers with purchase date on or after January 1, 2025. The segment refreshes daily. A customer purchased on December 31, 2024. Why is this customer not included?

Accepted Answer

The purchase date does not meet the condition. Option D is correct because the criterion requires purchase date >= 2025-01-01, and the customer's date is before that. Option A is wrong because the field exists. Option B is wrong because the operator is correct. Option C is wrong because the refresh is daily.

Answer

The field name is incorrect

Answer

The operator should be 'lessThan'

Answer

The segment refreshes only weekly

Question 13

Your organization uses Dynamics 365 Sales. Sales reps need to automatically log emails and meetings from Outlook into CRM records. Which feature should you enable?

Accepted Answer

Server-side synchronization. Server-side synchronization allows automatic synchronization of emails, appointments, and contacts between Dynamics 365 and Exchange. Option A is wrong because Dynamics 365 App for Outlook requires manual tracking. Option C is wrong because it's a data integration tool, not for email sync. Option D is wrong because it's for data export.

Answer

Export to Excel

Answer

Data Import Wizard

Answer

Dynamics 365 App for Outlook

Question 14

A Dynamics 365 Customer Service administrator needs to ensure that when a customer submits a support request via the portal, a case is automatically created and assigned based on the customer's service tier. Which automation feature should be used?

Accepted Answer

Routing rule set. Routing rules automatically assign cases based on conditions like customer tier. Option A is incorrect because workflows are for backend processes. Option C is incorrect because SLA timers track time, not assignment. Option D is incorrect because queues only hold records, not auto-assign based on tier.

Answer

SLA

Answer

Workflow

Answer

Queue

Question 15

You are configuring the Dynamics 365 Sales app for a team. Based on the exhibit, which setting will prevent email messages from being automatically tracked for customer engagement?

Accepted Answer

isAutoTrack. The exhibit shows isAutoTrack set to false, which disables automatic tracking of emails. Option A is correct. Option B is wrong because isAutoCreate creates records but does not track. Option C is wrong because isAutoCapture captures activities. Option D is wrong because isAutoPromote promotes leads.

Answer

isAutoCreate

Answer

isAutoCapture

Answer

isAutoPromote