MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 4 — 15 Questions

Question 1

A company uses Dynamics 365 Marketing. They want to send personalized emails based on a contact's previous purchase history. Which feature should they use to segment contacts?

Accepted Answer

Segments. Segmentation in Dynamics 365 Marketing allows filtering contacts based on criteria like purchase history. Option B is incorrect because customer journey is the campaign flow. Option C is incorrect because email templates define layout, not audience. Option D is incorrect because lead scoring ranks leads, not segment.

Answer

Customer journeys

Answer

Email templates

Answer

Lead scoring

Question 2

Your Dynamics 365 Sales team uses Copilot to help draft emails. However, some users report that the suggested content is irrelevant. What should you check first?

Accepted Answer

Data quality and completeness of CRM records. Copilot suggestions depend on data quality and configuration. Option B is incorrect because sharing settings do not affect AI relevance. Option C is incorrect because privacy settings might block data but relevance is more about data. Option D is incorrect because licensing affects availability, not relevance.

Answer

Copilot licensing

Answer

Organization's privacy settings

Answer

User permissions for sharing

Question 3

You are analyzing Dynamics 365 Customer Service performance. Based on the KQL query, what is being calculated?

Accepted Answer

Average resolution time per owner for resolved cases. The query filters resolved cases and averages resolution time by owner. Option A is correct. Option B is wrong because it's average, not total. Option C is wrong because it's not by priority. Option D is wrong because it's not about open cases.

Answer

Total resolution time per owner

Answer

Average resolution time by priority

Answer

Number of open cases per owner

Question 4

A Dynamics 365 Field Service organization wants to automatically schedule work orders to the nearest available technician. Which feature should be configured?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct feature because it automatically assigns work orders to the nearest available technician based on predefined optimization objectives, such as minimizing travel time or balancing workloads. Unlike manual scheduling via the Schedule Board, RSO uses constraint-based algorithms to evaluate technician skills, location, availability, and business priorities in real time, enabling fully automated scheduling without human intervention.

Answer

Booking Alerts

Answer

Schedule Board

Answer

Field Service Mobile App

Question 5

Your Dynamics 365 Sales administrator wants to use Copilot to generate a summary of a lead's interaction history. Which prerequisite must be met?

Accepted Answer

The user must have read permissions on the lead and related activities. Copilot requires that the data be available in Dataverse and that the user has appropriate permissions. Option A is incorrect because Copilot works with existing data. Option C is incorrect because Copilot can use multiple sources. Option D is incorrect because AI Builder is a separate tool.

Answer

The lead must have at least 10 email interactions

Answer

The organization must be using Microsoft 365 Copilot

Answer

An AI Builder model must be published

Question 6

A Dynamics 365 Customer Service manager wants to measure how quickly cases are being resolved. Which report should they use?

Accepted Answer

SLA Report. Service Level Agreements (SLAs) track resolution times. Option A is incorrect because it measures activity counts. Option C is incorrect because it measures sales performance. Option D is incorrect because it tracks marketing campaigns.

Answer

Case Summary Report

Answer

Marketing Email Performance Report

Answer

Sales Pipeline Report

Question 7

Which TWO features in Dynamics 365 Sales help sales reps prioritize their leads?

Accepted Answer

Predictive lead scoring. Lead scoring ranks leads based on criteria, and predictive scoring uses AI to prioritize. Option C is incorrect because email templates are for communication. Option D is incorrect because customer journeys are for marketing automation. Option E is incorrect because product catalog is for items.

Answer

Customer journeys

Answer

Product catalog

Answer

Email templates

Question 8

Which THREE capabilities are provided by Dynamics 365 Customer Insights?

Accepted Answer

Unify customer data from multiple sources. Customer Insights provides unified customer profiles, AI-driven predictions, and data segmentation. Option C is incorrect because email marketing is part of Dynamics 365 Marketing. Option D is incorrect because sales automation is part of Sales. Option E is incorrect because case management is in Customer Service.

Answer

Track case resolution

Answer

Send marketing emails

Answer

Manage sales opportunities

Question 9

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

Accepted Answer

Lead. Lead and Opportunity are core sales entities. Account is also core but not listed, while Invoice and Order are more related to finance. The question asks for core, so Lead and Opportunity are correct. Option C is incorrect because Invoice is not a core sales entity. Option D is incorrect because Order is not a core sales entity. Option E is incorrect because Case is customer service.

Answer

Order

Answer

Invoice

Answer

Case

Question 10

Based on the SLA configuration exhibit, what will happen if a case is not resolved within 20 hours?

Accepted Answer

A warning notification will be sent.. The SLA defines a warning time of 20 hours for resolution. If not resolved by then, a warning is triggered. Option A is incorrect because the target is 24 hours. Option B is correct because warning time triggers a notification. Option C is incorrect because failure to meet target triggers failure. Option D is incorrect because escalation would be set separately.

Answer

The case will be escalated to a manager.

Answer

The SLA will be marked as failed.

Answer

The case will automatically be reassigned.

Question 11

A Dynamics 365 Marketing user wants to create a customer journey that sends a follow-up email to attendees one week after an event. Which entity should the journey be based on?

Accepted Answer

Event Attendance. Event attendance tracks attendees and can trigger post-event journeys. Option A is incorrect because lead is for pre-sales. Option B is incorrect because contact is general. Option D is incorrect because account is organizational.

Answer

Contact

Answer

Account

Answer

Lead

Question 12

Based on the exhibit, what will happen when a new service request is created in Dynamics 365 Field Service?

Accepted Answer

A work order will be automatically generated.. The setting 'isAutoGenerateWO' is true, which automatically creates a work order. Option A is correct. Option B is incorrect because isAutoAllocate is false. Option C is incorrect because scheduling is enabled but auto-allocation is off. Option D is incorrect because work orders are auto-generated.

Answer

The service request will be automatically scheduled.

Answer

The work order will be automatically assigned to a technician.

Answer

No work order will be created.

Question 13

A sales manager wants to automatically prioritize leads based on criteria such as budget, timeline, and purchase intent. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Lead Scoring. Option B is correct because the Lead Scoring feature uses machine learning to rank leads based on predefined criteria. Option A is incorrect as Predictive Lead Scoring is a specific model. Option C is for sales literature. Option D is for email integration.

Answer

Email Engagement

Answer

Predictive Lead Scoring

Answer

Sales Insights

Question 14

A customer service manager needs to create a unified view of all customer interactions across email, chat, and phone. Which Dynamics 365 Customer Service capability should they use?

Accepted Answer

Omnichannel for Customer Service. Option C is correct because the Omnichannel for Customer Service provides a unified agent experience across channels. Option A is for self-service portals. Option B is for knowledge management. Option D is for case management.

Answer

Case Management

Answer

Knowledge Base

Answer

Customer Service Portal

Question 15

A marketing team wants to create a targeted email campaign based on customer segments. Which Dynamics 365 Marketing feature should they use?

Accepted Answer

Segments. Option B is correct because Segments in Dynamics 365 Marketing allow grouping customers for targeting. Option A is a type of segment. Option C is for automation. Option D is for analytics.

Answer

Marketing Analytics

Answer

Dynamic Segment

Answer

Customer Journey