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

Question 1

In Dynamics 365 Customer Service, what is the primary purpose of an 'Entitlement'?

Accepted Answer

To define the support terms for a customer. An Entitlement in Dynamics 365 Customer Service defines the specific support terms and conditions agreed upon with a customer, such as the number of support hours, severity levels, or total cases allowed. This ensures that service agents can validate and enforce the service-level agreement (SLA) during case resolution, making it the primary mechanism for managing customer support contracts.

Answer

To collect customer feedback

Answer

To route cases to the appropriate agent

Answer

To provide self-service knowledge

Question 2

Which TWO of the following are features of Dynamics 365 Sales?

Accepted Answer

Lead scoring. Lead scoring is a core feature of Dynamics 365 Sales that uses machine learning models to rank leads based on their likelihood to convert, helping sales teams prioritize high-quality leads. It is built into the Sales Hub app and leverages predictive scoring from the Dynamics 365 AI for Sales module.

Answer

Resource Scheduling Optimization

Answer

Case management

Answer

Customer Voice surveys

Question 3

Which THREE of the following are capabilities of Dynamics 365 Customer Service?

Accepted Answer

Omnichannel engagement. Dynamics 365 Customer Service includes omnichannel engagement (B), knowledge management (D), and Service Level Agreements (SLAs) (E) as core capabilities. Marketing email campaigns (A) belong to Dynamics 365 Marketing, and lead management (C) belongs to Dynamics 365 Sales. Thus, the correct answers are B, D, and E.

Answer

Marketing email campaigns

Answer

Lead management

Question 4

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

Accepted Answer

Marketing List. Options A and E are correct. Marketing List and Lead are core entities in Dynamics 365 Marketing, used for managing target audiences and tracking potential customers. Option B (Quote) is a Sales entity, not Marketing. Option C (Invoice) is a Sales or Finance entity. Option D (Case) is a Customer Service entity. Therefore, only A and E belong to Marketing.

Answer

Quote

Answer

Invoice

Answer

Case

Question 5

A Dynamics 365 administrator configures the above field definition. What is the most likely effect?

Accepted Answer

The field enforces a phone number format. The format is set to 'phone', which enforces a phone number input mask. Option A is wrong because the format is not 'email'. Option B is wrong because minLength and maxLength are set. Option C is wrong because the format is phone, not URL.

Answer

The field only accepts email addresses

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The field accepts a URL

Answer

The field accepts any text up to 50 characters

Question 6

A Dynamics 365 administrator runs this KQL query in Customer Service analytics. What insight does the query provide?

Accepted Answer

Number of cases created after a date, grouped by product. The query counts cases created after a specified date (e.g., January 1, 2024) and groups them by product. Option B is incorrect because the query does not filter by severity. Option C is incorrect because it does not calculate average resolution time. Option D is incorrect because it does not group by agent.

Answer

Number of high-severity cases by product

Answer

Average resolution time per product

Answer

Number of cases assigned to each agent

Question 7

Contoso Ltd. is a mid-sized manufacturing company that uses Dynamics 365 Customer Service and Dynamics 365 Field Service. They have 50 agents and 30 field technicians. Currently, all incoming cases are manually assigned by a dispatcher. Contoso wants to automate case routing based on the product category (e.g., HVAC, Electrical, Plumbing). Additionally, if a case requires an on-site visit after initial diagnosis, a field service work order should be automatically created and assigned to the nearest available technician with the correct skill set. The company also wants to provide customers with a self-service portal to submit cases and track their status. The IT team has limited development resources and prefers out-of-the-box solutions. Which combination of Dynamics 365 features should they use?

Accepted Answer

Use Omnichannel for Customer Service routing rules, Connected Field Service for automatic work order generation, and the Customer Service Portal. It leverages Omnichannel for Customer Service to define routing rules based on product categories, Connected Field Service to automatically create and assign work orders to the nearest skilled technician, and the Customer Service Portal for self-service case submission and tracking. These are all out-of-the-box capabilities. Option A is incorrect because Power Automate flows, while customizable, are not as out-of-the-box as Omnichannel routing rules, and the Customer Portal from Power Pages may require additional configuration. Option B is incorrect because Copilot for Service is designed for AI-powered assistance, not case routing, and Customer Voice is for feedback surveys, not a self-service portal. Option C is incorrect because manual assignment and the Schedule Board do not provide the desired automation for case routing and work order generation.

Answer

Use Power Automate flows for case routing and work order creation, and the Customer Portal from Power Pages

Answer

Use Copilot for Service to route cases and generate work orders, and use the Customer Voice for self-service

Answer

Use manual assignment and the Schedule Board for work orders, and provide self-service via the Customer Portal

Question 8

A sales manager wants to automatically score leads based on their fit and engagement. Which Dynamics 365 capability should they use?

Accepted Answer

Predictive lead scoring. Predictive lead scoring uses AI models to automatically score leads based on their fit (demographics, firmographics) and engagement (email opens, website visits, event attendance). This directly matches the sales manager's requirement for automated scoring without manual rules, making option A the correct choice.

Answer

Sales accelerator

Answer

Copilot for Sales

Answer

Power BI reports

Question 9

A customer service team receives high call volumes. They need a solution that suggests relevant knowledge articles to agents in real-time during a call. Which Dynamics 365 feature should be enabled?

Accepted Answer

Copilot for Service. Copilot for Service can surface knowledge articles and suggest answers in real-time during a call. Option A is wrong because Omnichannel for Customer Service routes conversations but does not suggest articles. Option C is wrong because Knowledge Management stores articles but does not proactively suggest them. Option D is wrong because Customer Voice collects feedback.

Answer

Omnichannel for Customer Service

Answer

Knowledge Management

Answer

Customer Voice

Question 10

A marketing team wants to send personalized email campaigns to leads based on their behavior on the company website. Which Dynamics 365 app should they use?

Accepted Answer

Dynamics 365 Marketing. Dynamics 365 Marketing is the correct app because it provides capabilities for creating personalized email campaigns based on customer behavior, including customer journeys, email marketing, and real-time personalization. Option B (Dynamics 365 Sales) is focused on managing sales pipelines and processes, not marketing campaigns. Option C (Customer Insights) is used for customer data unification and analytics, but not for direct campaign execution. Option D (Dynamics 365 Customer Service) is designed for service management and support, not marketing.

Answer

Dynamics 365 Sales

Answer

Customer Insights

Answer

Dynamics 365 Customer Service

Question 11

After migrating to Dynamics 365, a sales team notices that duplicate leads are being created. They want to automatically detect and resolve duplicates upon creation. What should they configure?

Accepted Answer

Duplicate Detection rules. Duplicate Detection rules are the native mechanism in Dynamics 365 to automatically detect and resolve duplicate leads upon creation. Option A (Power Automate flow) is incorrect; while possible, it requires custom logic and is not the built-in solution. Option C (Business Rules) is incorrect as they control form behavior, not duplicate detection. Option D (Data Management settings) is incorrect because those settings handle duplicates during data imports, not real-time creation.

Answer

Power Automate flow

Answer

Business Rules

Answer

Data Management settings

Question 12

A field service organization needs to automatically dispatch the nearest technician to a new work order. Which Dynamics 365 capability should they use?

Accepted Answer

Field Service with Resource Scheduling Optimization. Dynamics 365 Field Service includes Resource Scheduling Optimization (RSO) that automatically assigns the nearest available technician to a work order based on location, skills, and availability. Option A is incorrect because Project Operations focuses on project-based time and materials, not field service dispatch. Option B is incorrect because Sales Hub manages sales pipelines, not technician scheduling. Option C is incorrect because Customer Service Hub handles cases and service requests but does not include automated resource scheduling for field technicians.

Answer

Project Operations

Answer

Sales Hub

Answer

Customer Service Hub

Question 13

A company wants to use AI to generate draft email replies for salespeople based on the context of an email thread. Which feature should they enable?

Accepted Answer

Copilot for Sales. Copilot for Sales includes AI-powered email draft generation that uses context from email threads to help salespeople respond faster. Option A, Conversation Intelligence, analyzes sales calls, not email drafts. Option C, Predictive lead scoring, prioritizes leads based on likelihood to convert. Option D, Relationship Analytics, provides insights into relationship health, not email drafting.

Answer

Conversation Intelligence

Answer

Predictive lead scoring

Answer

Relationship Analytics

Question 14

A customer service manager wants to measure customer satisfaction after each interaction. Out-of-the-box, which Dynamics 365 Customer Service feature can send surveys automatically after a case is resolved?

Accepted Answer

Customer Voice. Dynamics 365 Customer Voice (Option C) is the correct feature for automatically sending surveys after case resolution. It integrates with Customer Service to trigger satisfaction surveys based on case status. Option A (Omnichannel for Customer Service) handles multi-channel routing, not surveys. Option B (Copilot for Service) provides AI-assisted agent guidance, not survey automation. Option D (Knowledge Management) stores articles, not surveys.

Answer

Omnichannel for Customer Service

Answer

Copilot for Service

Answer

Knowledge Management

Question 15

A sales organization uses Dynamics 365 Sales and wants to automatically capture emails and meetings from Outlook into relevant records without manual entry. What should they set up?

Accepted Answer

Server-Side Synchronization. Server-Side Synchronization (option B) is the correct setup for automatically capturing emails and meetings from Outlook into Dynamics 365 records. It syncs directly between Exchange and Dynamics 365, eliminating the need for manual entry. Option A, Exchange integration, is a component of Server-Side Sync but not the standalone feature for automatic capture. Option C, Power Automate flow, requires custom configuration and is not the default solution. Option D, Dynamics 365 App for Outlook, requires users to manually track items, whereas Server-Side Sync automates this process.

Answer

Exchange integration

Answer

Power Automate flow

Answer

Dynamics 365 App for Outlook