MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 6 — 15 Questions

Question 1

A customer service manager wants to automatically categorize incoming support emails and route them to the appropriate team. Which Dynamics 365 feature should they implement?

Accepted Answer

Customer Service Hub. Dynamics 365 Customer Service Hub includes the automatic case categorization and routing feature using rules. This allows incoming emails to be categorized and routed to the appropriate team. Option A (Sales Insights) is focused on sales analytics, not service. Option B (Marketing) is for marketing campaigns. Option C (Field Service) is for managing on-site fieldwork. Therefore, Customer Service Hub is the correct answer.

Answer

Sales Insights

Answer

Marketing

Answer

Field Service

Question 2

Your Dynamics 365 Sales environment includes a custom entity 'Competitor Record' that must be linked to opportunity records. Which type of relationship should you create between Opportunity and Competitor Record?

Accepted Answer

N:N (many-to-many). An N:N (many-to-many) relationship allows multiple competitors to be linked to multiple opportunities. Option A (N:1) would allow many opportunities to have one competitor, which is not suitable. Option B (Self-referential relationship) is for hierarchical relationships within the same entity. Option C (1:N) would allow one opportunity to have many competitors, but not the reverse.

Answer

N:1 (many-to-one)

Answer

Self-referential relationship

Answer

1:N (one-to-many)

Question 3

Refer to the exhibit. A Dynamics 365 administrator is configuring a new business unit for Contoso Ltd. The administrator wants to set a credit limit of $500,000 USD. Based on the JSON configuration, which field must be set to ensure the credit limit applies to all child business units?

Accepted Answer

CreditLimit. The 'CreditLimit' field at the top-level business unit applies to all child business units unless overridden. Option A (Name) is just a label. Option B (ParentBusinessUnit) is null, meaning it's the root business unit. Option D (BaseCurrency) does not affect credit limit.

Answer

Name

Answer

ParentBusinessUnit

Answer

BaseCurrency

Question 4

A Dynamics 365 Marketing user wants to send a personalized email to customers who have purchased a specific product and have not opened any email in the last 30 days. Which segment type should they create?

Accepted Answer

Dynamic segment. A dynamic segment is the correct choice because it automatically updates membership based on criteria such as purchase history and email engagement. Option B (Custom) is not a standard segment type in Dynamics 365 Marketing. Option C (Static) represents a one-time, fixed list that does not update automatically. Option D (Lookalike) is used to find audiences similar to an existing segment, not for targeting based on specific behaviors.

Answer

Custom segment

Answer

Static segment

Answer

Lookalike segment

Question 5

A field service technician needs to update a work order after completing a repair on-site. Which Dynamics 365 Field Service capability allows the technician to do this from a mobile device?

Accepted Answer

Field Service Mobile App. Field Service Mobile App. This app is specifically designed for field service technicians to access, update, and complete work orders from a mobile device while on-site. Option A (Microsoft Teams) is a communication tool, not a field service management tool. Option C (Customer Service Hub) is used by service agents in a contact center, not by field technicians. Option D (Power Automate) is for automating workflows but does not provide direct work order management capabilities.

Answer

Microsoft Teams

Answer

Customer Service Hub

Answer

Power Automate

Question 6

Refer to the exhibit. A Dynamics 365 administrator is configuring Sales Insights. The configuration includes 'suggestedContacts' and 'autoCapture'. What is the primary benefit of enabling 'autoCapture'?

Accepted Answer

Automatically captures emails and meetings from Exchange and links them to CRM records. AutoCapture in Sales Insights automatically logs emails and meetings from Exchange to the CRM. Option A (Contact suggestions) is from suggestedContacts. Option C (Lead scoring) is separate. Option D (Relationship analytics) is another feature.

Answer

Automatically suggests contacts to add to opportunities

Answer

Automatically generates relationship analytics for sales reps

Answer

Automatically scores leads based on conversion probability

Question 7

Which TWO capabilities are included in Dynamics 365 Customer Insights? (Select two.)

Accepted Answer

Unify customer data from multiple sources into a single profile. Dynamics 365 Customer Insights provides a data unification capability that ingests customer data from multiple sources (e.g., CRM, ERP, transactional systems) and resolves identities to create a single, comprehensive customer profile. This is the core feature of the Customer Data Platform (CDP) within Dynamics 365, enabling a 360-degree view of the customer.

Answer

Automatic case routing based on priority

Answer

Scheduling field service appointments

Answer

Lead scoring based on conversion probability

Question 8

Which THREE features are available in Dynamics 365 Sales to help sales representatives increase productivity? (Select three.)

Accepted Answer

Sequence. Options A, B, and E are correct. Sequence (A) guides sales reps through a predefined set of steps to follow for consistent engagement. Sales Copilot (B) provides AI-assisted content and insights within the workflow. Predictive Lead Scoring (E) prioritizes leads based on likelihood to convert. Option C (Customer Service Hub) is for service scenarios. Option D (Remote Assist) is for mixed reality field service.

Answer

Customer Service Hub

Answer

Remote Assist

Question 9

Which TWO types of activities can be tracked in Dynamics 365 Customer Service? (Select two.)

Accepted Answer

Phone calls. Options A and E are correct. Phone calls (A) and emails (E) are standard activities that can be tracked in Dynamics 365 Customer Service. Option B (Inventory adjustments) is related to Field Service. Option C (Campaign responses) is related to Marketing. Option D (Invoice payments) is related to Finance.

Answer

Inventory adjustments

Answer

Campaign responses

Answer

Invoice payments

Question 10

Refer to the exhibit. A case is created on January 15, 2025 at 14:30 UTC with a Gold Support SLA that has a response time of 2 hours during business hours (9:00-17:00). When is the response due?

Accepted Answer

January 15, 2025 at 16:30. The case is created on January 15, 2025 at 14:30 UTC. Business hours are 9:00-17:00. The SLA response time is 2 hours, counting only business hours. From 14:30 to 16:30 is exactly 2 hours within the same business day, so the response is due by 16:30 UTC on January 15, 2025. Therefore, option B is correct.

Answer

January 15, 2025 at 14:30

Answer

January 15, 2025 at 17:30

Answer

January 16, 2025 at 09:30

Question 11

A marketing manager wants to create a customer journey that sends a welcome email, then waits 3 days, and then sends a follow-up email. Which Dynamics 365 Marketing feature should they use?

Accepted Answer

Customer Journey. (Customer Journey) is correct because the Customer Journey feature in Dynamics 365 Marketing allows marketers to design multi-step automated campaigns, such as sending a welcome email, waiting a set number of days, and then sending a follow-up email. Option B (Segment) is used to define the target audience, not to build the campaign steps. Option C (Lead scoring) prioritizes leads based on engagement, not campaign flow. Option D (Marketing form) is for capturing data on web pages, not for email sequences.

Answer

Segment

Answer

Lead scoring

Answer

Marketing form

Question 12

Your Dynamics 365 Customer Service environment uses a routing rule set that directs cases based on product category. However, some high-priority customers are not being assigned to the premium support team. What should you configure to ensure high-priority customers are routed to premium support?

Accepted Answer

Create a routing rule that identifies high-priority customers and routes to premium support queue. In Dynamics 365 Customer Service, routing rule sets can include conditions based on customer attributes such as priority level. By creating a routing rule that identifies high-priority customers (e.g., based on account tier or customer category), you can override the default product category routing and direct these cases to the premium support queue. This ensures automated assignment without manual intervention. Option B (SLA) is incorrect because SLAs define service level agreements and response times, not routing logic. Option C (adding a new queue and manually assigning cases) is incorrect because it does not automate the routing based on priority; manual assignment defeats the purpose of automation. Option D (Omnichannel presence) is incorrect because presence determines agent availability for real-time channels, not case routing based on customer priority.

Answer

Configure an SLA to escalate high-priority cases

Answer

Add a new queue for premium support and assign cases manually

Answer

Use Omnichannel presence to route based on agent availability

Question 13

A sales team wants to automate follow-up emails after a lead is qualified. Which Dynamics 365 app should they use to create the automation?

Accepted Answer

Power Automate. Power Automate is the correct app for creating automated workflows. Customer Voice is for surveys, Marketing is for campaigns, and Sales Insights is for AI-driven analytics.

Answer

Dynamics 365 Customer Voice

Answer

Dynamics 365 Sales Insights

Answer

Dynamics 365 Marketing

Question 14

A customer service manager wants to use AI to suggest knowledge articles to agents during case resolution. Which feature should they enable?

Accepted Answer

Copilot in Dynamics 365 Customer Service. Copilot in Service provides AI-suggested knowledge articles. Case Routing is for assignment, SLA for service levels, and Omnichannel for multi-channel engagement.

Answer

Omnichannel for Customer Service

Answer

Service Level Agreements (SLAs)

Answer

Intelligent Case Routing

Question 15

A marketing team wants to send personalized emails to a segment of customers who have purchased in the last 30 days. Which Dynamics 365 app should they use?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing is designed for customer journeys and email marketing. Sales is for sales processes, Customer Service for support, and Field Service for on-site work.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Customer Service