MB-910 Explore the core capabilities of customer engagement apps in Dynamics 365 Practice Test 9 — 15 Questions

Question 1

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?

Choose an answer to begin — your selection is scored in the full session.

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 2

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 3

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 4

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 (now Customer Insights - Journeys) is the dedicated app for creating and executing multi-channel campaigns, including personalized email marketing to defined segments. It provides segment builders, email templates, customer journeys, and analytics specifically designed for marketing scenarios such as targeting customers who purchased in the last 30 days.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Field Service

Answer

Dynamics 365 Customer Service

Question 5

A field service organization wants to automatically schedule work orders based on technician skills and location. Which capability should they use?

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is the correct capability because it is specifically designed to automatically schedule work orders by applying optimization algorithms that consider technician skills, location, availability, and other constraints. Unlike manual scheduling or basic rule-based matching, RSO uses solver engines to generate optimized schedules that minimize travel time and maximize resource utilization.

Answer

Dynamics 365 Field Service Mobile

Answer

Universal Resource Scheduling

Answer

Copilot in Dynamics 365 Customer Service

Question 6

A salesperson wants to view the latest customer interactions from email, social media, and phone calls in one place. Which feature should they use?

Accepted Answer

Timeline. The Timeline control in Dynamics 365 Sales aggregates interactions from email, phone calls, appointments, notes, and social activities on a single record (such as an account or contact), giving the salesperson a chronological view of all customer engagement. It is the standard feature for viewing consolidated interaction history directly on the record form.

Answer

LinkedIn Sales Navigator

Answer

Sales Accelerator

Answer

Copilot in Dynamics 365 Sales

Question 7

A customer service team wants to use a unified inbox to manage conversations from chat, email, and social media. Which app should they use?

Accepted Answer

Omnichannel for Customer Service. Omnichannel for Customer Service is the Dynamics 365 app that provides a unified agent inbox consolidating chat, email, social media, SMS, and voice conversations into a single interface. It routes incoming conversations to agents based on skills and capacity, and preserves context across channels. This directly matches the requirement for a unified inbox across chat, email, and social media.

Answer

Dynamics 365 Customer Service Hub

Answer

Power Virtual Agents

Answer

Dynamics 365 Customer Service Insights

Question 8

A company wants to track the status of customer issues from creation to resolution. Which entity in Dynamics 365 Customer Service should they use?

Accepted Answer

Case. Cases are used to track customer issues. Leads are for sales prospects, Opportunities for potential sales, and Accounts for organizations.

Answer

Lead

Answer

Account

Answer

Opportunity

Question 9

Which THREE capabilities are part of Dynamics 365 Sales?

Accepted Answer

Lead management. Lead management (B) is a core Dynamics 365 Sales capability, providing the Lead entity and qualification process to capture, score, and convert leads into opportunities. Sales analytics (C) is included through built-in dashboards, reports, and AI-driven insights such as Sales Insights and pipeline analytics that help sellers and managers track performance. Opportunity management (D) is also fundamental, using the Opportunity entity with business process flows, pipeline stages, and forecasting to manage deals through the sales cycle. Case management (A) belongs to Dynamics 365 Customer Service, which uses the Case entity for support incidents, and marketing automation (E) belongs to Dynamics 365 Marketing (Customer Insights - Journeys), so neither is part of the Sales application.

Answer

Case management

Answer

Marketing automation

Question 10

Which TWO apps are part of Dynamics 365 Customer Service?

Accepted Answer

Customer Service Hub. Customer Service Hub (A) is a core model-driven app included with Dynamics 365 Customer Service, providing agents with a unified interface for cases, queues, the knowledge base, and the service calendar. Omnichannel for Customer Service (B) is also part of the Customer Service offering, adding multichannel engagement (chat, voice, SMS, social) and unified routing on top of the Hub. Sales Hub (C) belongs to Dynamics 365 Sales, not Customer Service, so it is out of scope here. Dynamics 365 Marketing (D) is a separate marketing application, and Dynamics 365 Field Service (E) is a distinct field-service application, so neither is part of Dynamics 365 Customer Service.

Answer

Sales Hub

Answer

Dynamics 365 Marketing

Answer

Dynamics 365 Field Service

Question 11

Which THREE features are available in Dynamics 365 Field Service?

Accepted Answer

Work order management. Work order management (B) is a core Field Service capability, providing the full lifecycle for work orders including incidents, tasks, products, services, and service history. Scheduling and dispatch (C) is also central to Field Service, using the Universal Resource Scheduling engine to match requirements to resources via the schedule board and Resource Scheduling Optimization. Inventory management (D) is available in Field Service through inventory and warehouse entities such as Inventory Adjustment, Inventory Transfer, Purchase Order, and Return to Warehouse, enabling technicians to manage truck stock and parts. Case management (A) and lead management (E) are not Field Service features; they belong to Dynamics 365 Customer Service and Dynamics 365 Sales, respectively, so they do not apply here.

Answer

Case management

Answer

Lead management

Question 12

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

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring in Dynamics 365 Sales uses machine learning models trained on historical lead and opportunity data to assign each lead a score (0-100) reflecting its likelihood to convert to an opportunity. This lets sales managers automatically rank and prioritize leads without manual rule-building. Sales Sequences, by contrast, automate cadences of activities, not prioritization.

Answer

Sales Sequence

Answer

Business Process Flow

Answer

Sales Copilot

Question 13

A customer service manager wants to automatically route cases to the appropriate agent based on skill and availability. Which Dynamics 365 Customer Service feature should they configure?

Accepted Answer

Unified Routing. Unified Routing in Dynamics 365 Customer Service is the feature that automatically routes cases to the appropriate agent based on skill, capacity, and availability. It uses configurable routing rules, workstreams, and queues to match work items to agents in real time, replacing legacy routing mechanisms. This directly addresses the manager's requirement.

Answer

Knowledge Base

Answer

Omnichannel for Customer Service

Answer

Service Level Agreement (SLA)

Question 14

A project manager wants to track time, expenses, and project progress in Dynamics 365. Which app should they use?

Accepted Answer

Dynamics 365 Project Operations. Dynamics 365 Project Operations is the app designed for project-centric organizations, providing capabilities for time and expense tracking, project planning, resource scheduling, and progress billing. It unifies project management with financials and resourcing, making it the correct choice for a project manager tracking time, expenses, and progress.

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Field Service

Question 15

A salesperson needs to view the latest customer engagement data while working in Outlook. Which Dynamics 365 app integrates with Outlook to show this information?

Accepted Answer

Dynamics 365 App for Outlook. Dynamics 365 App for Outlook allows users to view CRM records in Outlook. Option B (Power Automate) automates workflows. Option C (Power BI) is for analytics. Option D (Sales Copilot) is a separate assistant.

Answer

Power Automate

Answer

Power BI

Answer

Sales Copilot