MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 5 — 15 Questions

Question 1

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 incorrect because auto-allocation (isAutoAllocate) is false, so the service request is not automatically scheduled. Option B is correct: a work order will be automatically generated. Option C is incorrect because auto-allocation is off, so the work order is not automatically assigned. 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 2

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. Lead Scoring in Dynamics 365 Sales allows sales managers to define and assign scores to leads based on criteria such as budget, timeline, and purchase intent, enabling automatic prioritization. Option A (Email Engagement) is for tracking email interactions, not lead scoring. Option B (Predictive Lead Scoring) uses machine learning but is a specific model within Lead Scoring; the base feature for manual criteria is Lead Scoring. Option C (Sales Insights) provides analytics and relationship intelligence, not direct lead scoring.

Answer

Email Engagement

Answer

Predictive Lead Scoring

Answer

Sales Insights

Question 3

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. The Omnichannel for Customer Service provides a unified agent experience across email, chat, and phone channels. Option A (Case Management) is for managing service cases, not for self-service portals. Option B (Knowledge Base) is for knowledge management. Option D (Customer Service Portal) is a self-service portal for customers, not for unified agent interactions.

Answer

Case Management

Answer

Knowledge Base

Answer

Customer Service Portal

Question 4

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. Segments in Dynamics 365 Marketing allow grouping customers based on criteria for targeted campaigns. Option A (Marketing Analytics) is for analyzing campaign performance, not for creating segments. Option B (Dynamic Segment) is a type of segment, but the feature itself is Segments. Option D (Customer Journey) is for automating multi-step interactions, not for defining audience groups.

Answer

Marketing Analytics

Answer

Dynamic Segment

Answer

Customer Journey

Question 5

A field service organization needs to automatically dispatch the nearest available technician to a service request. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the feature in Dynamics 365 Field Service that automatically schedules and dispatches the nearest available technician to a service request. It uses optimization algorithms to consider technician skills, location, availability, and other constraints. Connected Field Service (B) focuses on IoT and remote monitoring. Work Order Management (C) handles the lifecycle of work orders but does not automatically dispatch. The Mobile App (D) provides a platform for technicians to view assignments and report work but does not perform automatic dispatching.

Answer

Connected Field Service

Answer

Work Order Management

Answer

Mobile App

Question 6

A project manager wants to track project tasks, resources, and budgets in Dynamics 365. Which app should they use?

Accepted Answer

Dynamics 365 Project Operations. Dynamics 365 Project Operations provides project management capabilities for tracking tasks, resources, and budgets. Option B, Dynamics 365 Sales, is designed for sales processes, not project management. Option C, Dynamics 365 Customer Service, focuses on customer support. Option D, Dynamics 365 Field Service, is for field service operations.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Field Service

Question 7

A salesperson wants to use AI to get real-time suggestions for the next best action during a customer call. Which Dynamics 365 Sales feature should they use?

Accepted Answer

Sales Copilot. Sales Copilot provides AI-powered real-time suggestions for the next best action during customer calls. Option A (Email Engagement) is incorrect because it focuses on email tracking and analytics, not real-time suggestions. Option B (Conversation Intelligence) is incorrect because it analyzes call recordings and provides insights, but not real-time next-best-action suggestions. Option D (Relationship Analytics) is incorrect because it provides relationship health insights, not real-time suggestions during calls.

Answer

Email Engagement

Answer

Conversation Intelligence

Answer

Relationship Analytics

Question 8

A customer service team wants to provide self-service options so customers can find answers from a knowledge base. Which Dynamics 365 Customer Service feature should they use?

Accepted Answer

Customer Service Portal. The Customer Service Portal (Option A) is the correct feature because it enables self-service access to knowledge base articles for customers. Option B (Virtual Agent) is an AI-powered chatbot for automated conversations, not a self-service portal for knowledge browsing. Option C (Omnichannel for Customer Service) is for managing agent interactions across channels, not direct customer self-service. Option D (Knowledge Base) is the repository of articles itself, not the self-service feature that customers use to access it. Therefore, Option A is correct.

Answer

Virtual Agent

Answer

Omnichannel for Customer Service

Answer

Knowledge Base

Question 9

A manufacturing company uses Dynamics 365 Field Service to manage equipment maintenance. They want to predict equipment failures using IoT data. Which feature should they use?

Accepted Answer

Connected Field Service. Connected Field Service. This feature integrates IoT data with Dynamics 365 Field Service to enable predictive maintenance by analyzing equipment sensor data to forecast failures. Option B (Inventory Management) handles stock levels, not IoT predictions. Option C (Work Order Management) manages work orders but does not involve IoT analytics. Option D (Resource Scheduling) optimizes technician dispatch, not failure prediction.

Answer

Inventory Management

Answer

Work Order Management

Answer

Resource Scheduling

Question 10

A marketing manager wants to create automated email journeys triggered by customer actions. Which Dynamics 365 Marketing feature should they use?

Accepted Answer

Customer Journey. Customer Journey allows automated multi-step campaigns. Option B is for email design. Option C is for segments. Option D is for analytics.

Answer

Segmentation

Answer

Marketing Insights

Answer

Email Marketing

Question 11

Which TWO features are part of Dynamics 365 Sales Insights? (Choose two.)

Accepted Answer

Conversation Intelligence. Options B and E are correct. Conversation Intelligence (B) and Relationship Analytics (E) are both features of Dynamics 365 Sales Insights. Conversation Intelligence provides AI-powered call analysis, and Relationship Analytics offers insights into relationship health. Option A (Knowledge Base) is a feature of Dynamics 365 Customer Service. Option C (Lead Scoring) is a feature of Dynamics 365 Sales Insights but is not selected as one of the two correct answers here. Option D (Customer Journey) is a Marketing feature.

Answer

Knowledge Base

Answer

Lead Scoring

Answer

Customer Journey

Question 12

Which THREE capabilities are provided by Dynamics 365 Customer Service? (Choose three.)

Accepted Answer

Omnichannel for Customer Service. Options A, C, and E are correct. Omnichannel for Customer Service, Case Management, and Knowledge Management are core capabilities of Dynamics 365 Customer Service. Option B (Lead Management) is a Sales feature, and Option D (Customer Journey) is a Marketing feature.

Answer

Lead Management

Answer

Customer Journey

Question 13

Which TWO apps are part of Dynamics 365 Customer Engagement? (Choose two.)

Accepted Answer

Dynamics 365 Customer Service. Dynamics 365 Customer Service (Option C) is a core customer engagement app that manages cases, service-level agreements, and omnichannel interactions. Dynamics 365 Sales (Option E) is another core customer engagement app that tracks leads, opportunities, and sales pipelines. Both are part of the Dynamics 365 Customer Engagement family, which focuses on front-office processes like sales, service, and marketing.

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Project Operations

Answer

Dynamics 365 Finance

Question 14

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Dynamics 365 feature should they use?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring uses machine learning to score leads based on conversion probability. Option A (Lead Management) is a basic feature, not automatic prioritization. Option B (Relationship Assistant) provides reminders, not scoring. Option C (Copilot) generates content but does not score leads.

Answer

Lead Management

Answer

Relationship Assistant

Answer

Copilot

Question 15

Your organization is migrating from an on-premises CRM to Dynamics 365 Sales. You need to ensure that sales representatives can access their work offline on mobile devices. Which capability should you configure?

Accepted Answer

Dynamics 365 mobile app with offline synchronization. The Dynamics 365 mobile app provides offline synchronization capabilities specifically designed for sales representatives to access CRM data without an internet connection. Option A (Offline Sync in Dynamics 365 for Outlook) is for synchronizing emails and calendar items, not full CRM entity data for offline use. Option B (Dynamics 365 Remote Assist) is a mixed reality tool for remote assistance, unrelated to offline data access. Option D (Power Apps mobile with Dynamics 365 connector) can be used to build custom offline-capable apps, but it's not the native, out-of-the-box solution for Dynamics 365 Sales offline functionality, making the mobile app the appropriate choice.

Answer

Offline Sync settings in Dynamics 365 for Outlook

Answer

Dynamics 365 Remote Assist

Answer

Power Apps mobile with Dynamics 365 connector