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

Question 1

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. Omnichannel for Customer Service, because it provides live chat capabilities for real-time communication with customers. Option A, Copilot for Service, is an AI-powered assistant that helps agents but does not directly handle live chat. Option B, Knowledge Base, is a repository of articles for self-service and agent reference, not a communication channel. Option C, Customer Service Insights, is an analytics tool for monitoring performance and trends, not for live chat.

Answer

Copilot for Service

Answer

Knowledge Base

Answer

Customer Service Insights

Question 2

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. 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 3

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 (Export to Excel) is incorrect because it is for exporting data from Dynamics 365, not for syncing emails or meetings. Option C (Data Import Wizard) is incorrect because it is a data integration tool for importing data, not for email synchronization. Option D (Dynamics 365 App for Outlook) is incorrect because it requires manual tracking by users and does not provide automatic server-level sync.

Answer

Export to Excel

Answer

Data Import Wizard

Answer

Dynamics 365 App for Outlook

Question 4

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 rule sets automatically assign cases based on conditions like customer tier, matching the requirement. Option A (SLA) tracks response times, not assignment. Option B (Workflow) can automate processes but is not specifically designed for rule-based case assignment. Option C (Queue) holds records for manual assignment, not automatic tier-based routing.

Answer

SLA

Answer

Workflow

Answer

Queue

Question 5

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

Question 6

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. Segments in Dynamics 365 Marketing allow filtering contacts based on criteria like purchase history, making it the correct feature for this scenario. Option A (Customer journeys) is incorrect because it defines the campaign flow, not the audience. Option C (Email templates) is incorrect because they define the layout and content, not the audience. Option D (Lead scoring) is incorrect because it ranks leads based on engagement, not for segmentation.

Answer

Customer journeys

Answer

Email templates

Answer

Lead scoring

Question 7

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 in Dynamics 365 Sales rely on the quality and completeness of CRM data, such as customer interactions and preferences. Inaccurate or incomplete records can lead to irrelevant suggestions. Therefore, the first step should be to check data quality. Option A (licensing) affects feature availability, not relevance. Option C (privacy settings) may restrict data access but is less likely to cause irrelevance. Option D (user permissions) deals with access rights, not AI suggestion accuracy.

Answer

Copilot licensing

Answer

Organization's privacy settings

Answer

User permissions for sharing

Question 8

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 KQL query filters for resolved cases, groups the results by owner, and calculates the average resolution time for each owner. This directly matches option D: 'Average resolution time per owner for resolved cases'. Option A is incorrect because it refers to total resolution time, not average. Option B is incorrect because it groups by priority, not by owner. Option C is incorrect because it concerns the number of open cases, not resolution time.

Answer

Total resolution time per owner

Answer

Average resolution time by priority

Answer

Number of open cases per owner

Question 9

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 10

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. The prerequisite for Copilot to generate a summary of a lead's interaction history is that the user must have read permissions on the lead and related activities. This ensures that Copilot can access the necessary data in Dataverse. Option A is incorrect because Copilot does not require a minimum number of email interactions; it works with existing data. Option B is incorrect because the organization does not need Microsoft 365 Copilot; this is about Dynamics 365 Sales Copilot. Option D is incorrect because AI Builder is not a prerequisite; Copilot uses prebuilt AI capabilities within Dynamics 365.

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 11

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

Accepted Answer

SLA Report. The SLA Report tracks case resolution against Service Level Agreements, making it suitable for measuring how quickly cases are resolved. Option A (Case Summary Report) shows overall case activity counts, not resolution speed. Option B (Marketing Email Performance Report) is unrelated to case management. Option D (Sales Pipeline Report) tracks sales opportunities, not cases.

Answer

Case Summary Report

Answer

Marketing Email Performance Report

Answer

Sales Pipeline Report

Question 12

Which TWO capabilities are provided by Dynamics 365 Customer Insights?

Accepted Answer

Unify customer data from multiple sources. Customer Insights provides unified customer profiles and AI-driven predictions. Option A is incorrect because case resolution is part of Dynamics 365 Customer Service. Option D is incorrect because sending marketing emails is part of Dynamics 365 Marketing. Option E is incorrect because managing sales opportunities is part of Dynamics 365 Sales.

Answer

Track case resolution

Answer

Send marketing emails

Answer

Manage sales opportunities

Question 13

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

Accepted Answer

Lead. Lead and Opportunity are core entities in Dynamics 365 Sales, used to track potential customers and sales deals. Order and Invoice are part of order processing and billing, not core sales entities. Case is primarily a customer service entity. Therefore, the correct answers are D (Lead) and E (Opportunity).

Answer

Order

Answer

Invoice

Answer

Case

Question 14

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 configured with a warning time of 20 hours means that if the case is not resolved within 20 hours, a warning notification will be sent. Option A is incorrect because escalation would require a separate failure action after the target time (24 hours). Option B is incorrect because the SLA is marked as failed only when the failure time (24 hours) is exceeded, not at the warning time. Option C is incorrect because reassignment is not automatically triggered by warning time; it would be a separate action. Thus, D is correct.

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 15

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, making it the correct entity for a follow-up email after an event. Contact is too general and not specific to event attendees. Account is organizational and not related to individual event participation. Lead is used for pre-sales and not appropriate for post-event follow-up.

Answer

Contact

Answer

Account

Answer

Lead