MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 8 — 15 Questions

Question 1

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 (now Microsoft 365 Copilot for Sales) is the AI assistant embedded in Dynamics 365 Sales that surfaces real-time, context-aware suggestions during customer interactions, including next-best-action recommendations, meeting summaries, and CRM updates. It pulls CRM and Microsoft 365 data together to guide the seller live during a call.

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Email Engagement

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Conversation Intelligence

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Relationship Analytics

Question 2

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 integrates Dynamics 365 Field Service with Azure IoT Hub to ingest device telemetry, detect anomalies, and automatically create work orders or trigger actions when equipment signals failure. It is the purpose-built feature for predictive, IoT-driven maintenance scenarios. The other options are core Field Service capabilities but none provide IoT connectivity or predictive failure detection.

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Inventory Management

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Work Order Management

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Resource Scheduling

Question 3

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 Journeys in Dynamics 365 Marketing are the feature designed to orchestrate automated, multi-step email (and other channel) flows triggered by customer actions such as form submissions, link clicks, or event registrations. The journey designer lets marketers define triggers, wait steps, and branching logic, so A is the correct answer.

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Segmentation

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Marketing Insights

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Email Marketing

Question 4

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

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service (A) is a core capability of Dynamics 365 Customer Service that unifies engagement across channels such as chat, voice, SMS, and social messaging within a single agent interface. Case Management (C) is the foundational capability for tracking, routing, and resolving customer issues through cases, queues, and entitlements. Knowledge Management (E) is included to let agents author, search, and surface knowledge articles that help resolve cases faster and enable self-service. Lead Management (B) belongs to Dynamics 365 Sales, where leads are qualified into opportunities, not to Customer Service. Customer Journey (D) is a capability of Dynamics 365 Marketing (customer insights/journeys) for orchestrating marketing touchpoints, so it is not provided by Customer Service.

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Lead Management

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Customer Journey

Question 5

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.

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Dynamics 365 Field Service

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Dynamics 365 Project Operations

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Dynamics 365 Finance

Question 6

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 in Dynamics 365 Sales uses machine learning models trained on historical lead data to assign a numeric score (0-100) representing the likelihood that a lead will convert to an opportunity. This allows sales managers to automatically rank and prioritize leads without manual rule creation. It is the only option that provides automated, AI-driven prioritization based on conversion probability.

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Lead Management

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Relationship Assistant

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Copilot

Question 7

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 includes built-in offline synchronization capabilities, allowing sales representatives to access and modify data offline on mobile devices. This is the native solution for offline access in Dynamics 365 Sales. Configuring offline sync settings in Dynamics 365 for Outlook is for the desktop Outlook client, not mobile devices.

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Offline Sync settings in Dynamics 365 for Outlook

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Dynamics 365 Remote Assist

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Power Apps mobile with Dynamics 365 connector

Question 8

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.

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Sales Insights

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Marketing

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Field Service

Question 9

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 in Dynamics 365 Marketing (Customer Insights) evaluates membership automatically based on query logic against contact and interaction data. Because the requirement involves conditions on purchase history (a specific product) and engagement (no email opens in 30 days), a dynamic segment continuously re-evaluates and updates membership as data changes. This is exactly what dynamic segments are designed for.

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Custom segment

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Static segment

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Lookalike segment

Question 10

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. The Field Service Mobile App is purpose-built for field technicians, providing offline-capable access to work orders, service tasks, and customer assets on iOS, Android, and Windows devices. Technicians can update work order status, capture signatures, attach photos, and consume parts directly from the mobile app even without connectivity, with changes syncing when the device reconnects.

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Microsoft Teams

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Customer Service Hub

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Power Automate

Question 11

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.

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Automatically suggests contacts to add to opportunities

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Automatically generates relationship analytics for sales reps

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Automatically scores leads based on conversion probability

Question 12

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.

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Automatic case routing based on priority

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Scheduling field service appointments

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Lead scoring based on conversion probability

Question 13

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

Accepted Answer

Sequence. Sequence (A) is correct because it lets sellers build guided, multi-step cadences of emails, tasks, and phone calls that automatically advance based on customer actions, reducing manual follow-up work. Sales Copilot (B) is correct because it is an AI assistant embedded in Dynamics 365 Sales and Outlook that summarizes records, drafts emails, and surfaces next-best actions, directly boosting seller productivity. Predictive Lead Scoring (E) is correct because it uses machine learning models to rank leads by likelihood to convert, so representatives focus effort on the highest-value opportunities. Customer Service Hub (C) is not part of the Sales productivity feature set — it is a Customer Service app for case and knowledge management. Remote Assist (D) is a mixed-reality field service tool for hands-free guidance, not a Dynamics 365 Sales productivity feature.

Answer

Customer Service Hub

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Remote Assist

Question 14

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

Accepted Answer

Phone calls. In Dynamics 365 Customer Service, activities represent customer interactions, and Phone Call (option A) is a core activity type used to log inbound and outbound calls, including subject, direction, phone number, and duration. Email (option E) is likewise a standard activity entity used to track email messages exchanged with customers, with fields for sender, recipients, and regarding record. Both A and E are out-of-the-box activity types available on the Activities grid and timeline in Customer Service. Option B (Inventory adjustments) is an inventory/Supply Chain Management transaction, not a customer interaction activity. Option C (Campaign responses) belongs to marketing campaign functionality rather than the activity types tracked in Customer Service. Option D (Invoice payments) is a financial transaction recorded in Finance/Accounting, not an activity entity.

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Inventory adjustments

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Campaign responses

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Invoice payments

Question 15

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. The Customer Journey feature in Dynamics 365 Marketing is specifically designed to automate multi-step, time-delayed marketing actions. It allows marketers to define a sequence of activities—such as sending an email, waiting a specified period (e.g., 3 days), and then sending another email—all within a single journey. This directly matches the requirement to send a welcome email, wait, and follow up.

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Segment

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Lead scoring

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Marketing form