MB-910 Describe Dynamics 365 Customer Insights Practice Test 13 — 15 Questions

Question 1

A company wants to use Dynamics 365 Customer Insights to generate AI-driven predictions about customer lifetime value. They have transactional data and customer demographics. Which feature should they use?

Accepted Answer

Predictive models. Predictive models in Dynamics 365 Customer Insights are specifically designed to generate AI-driven predictions, such as customer lifetime value (CLV), by analyzing historical transactional data and customer demographics. This feature uses machine learning algorithms to forecast future behavior, making it the correct choice for this scenario.

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Segments

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Enrichment

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Measures

Question 2

A business analyst needs to share a view of unified customer profiles from Dynamics 365 Customer Insights with the sales team. Which method should they use?

Accepted Answer

Export the unified customer entity to Dataverse. Option D is correct because exporting the unified customer entity to Dataverse makes the unified profile data available as a standard Dataverse table, which can then be shared with the sales team through Dynamics 365 Sales or any other Dataverse-connected app. This method directly provides the sales team with access to the unified customer profiles without requiring additional integration or reporting layers.

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Embed Customer Insights in Dynamics 365 Sales

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Set up a Power Automate flow

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Create a Power BI report

Question 3

A company is implementing Dynamics 365 Customer Insights. Which TWO are required before you can create a unified customer profile?

Accepted Answer

Define data unification rules. Option A is correct because data unification rules define how to match and merge customer records from different data sources into a single, unified profile. Without these rules, the system cannot resolve duplicate or conflicting data, which is essential for creating a cohesive customer identity.

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Create a measure

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Create a segment

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Enrich customer profiles

Question 4

A company uses Dynamics 365 Customer Insights and wants to ensure compliance with data privacy regulations. Which THREE actions should they take?

Accepted Answer

Audit data access and usage. Auditing data access and usage (Option B) is a core compliance requirement because it enables organizations to track who accessed customer data, when, and for what purpose. Dynamics 365 Customer Insights provides built-in auditing capabilities that log all data interactions, which is essential for demonstrating compliance with regulations like GDPR and CCPA.

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Enable encryption at rest

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Deploy Copilot for Customer Insights

Question 5

Which TWO are valid data sources for Dynamics 365 Customer Insights?

Accepted Answer

Dataverse. Options A and C are correct: Common Data Model folder and Dataverse are supported. Option B is wrong because Excel files are not directly supported as sources. Option D is wrong because Power BI is a visualization tool. Option E is wrong because Azure DevOps is not a data source.

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Power BI dataset

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Azure DevOps

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Excel workbook

Question 6

You are the Dynamics 365 administrator for a multinational retail chain. The company uses Dynamics 365 Customer Insights to create a 360-degree view of customers. They have data from three systems: an on-premises ERP system containing customer purchases, an online store database with browsing behavior, and a loyalty program database. The ERP data is updated daily via batch files, the online store data is streamed in real-time, and the loyalty data is updated weekly. The marketing team wants to create a segment of customers who have made a purchase in the last 30 days and have browsed at least three product pages in the last week. However, they notice that some customers who meet these criteria are not appearing in the segment. Upon investigation, you find that the purchase data from the ERP is being ingested correctly, but the browsing data from the online store seems to have a delay of up to 24 hours. Which action should you take to resolve the issue?

Accepted Answer

Check the streaming API ingestion logs for errors or throttling.. The browsing data from the online store is streamed in real-time, but the investigation reveals a delay of up to 24 hours. This indicates that the streaming API may be experiencing errors or throttling, which prevents the data from being ingested promptly. Checking the streaming API ingestion logs will identify the root cause, such as rate limits or connectivity issues, allowing you to resolve the delay and ensure the segment includes all qualifying customers.

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Adjust the data unification rules to match records more aggressively.

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Change the ERP data import schedule to run more frequently.

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Reconfigure the online store data source to use a batch import instead of streaming.

Question 7

You are a data analyst for a financial services company that uses Dynamics 365 Customer Insights. The company has unified customer profiles and wants to use AI to predict which customers are likely to respond to a new credit card offer. They have historical data on previous offers, customer demographics, and transaction history. You have been asked to create a predictive model. After configuring the model, you notice that the model's accuracy is very low. You suspect that the data used for training is not representative. What is the most likely cause?

Accepted Answer

The historical data has a low response rate, creating class imbalance.. Option A is correct because the historical data may not include enough examples of customers who responded, leading to imbalanced data. Option B is wrong because missing data can be handled, but imbalance is more critical. Option C is wrong because the model can handle different time periods. Option D is wrong because the data source configuration is probably correct.

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The data unification process merged records incorrectly.

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The training data includes data from too many time periods.

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The data source connection to the transactional system is failing.

Question 8

You are a consultant for a small e-commerce company that is new to Dynamics 365 Customer Insights. They have data in a CSV file containing customer names, email addresses, and purchase amounts. They want to create a segment of customers who have spent more than $500 in total. What is the first step they should take?

Accepted Answer

Upload the CSV file as a data source.. Before any segmentation or data transformation can occur, the CSV data must first be ingested into Dynamics 365 Customer Insights. Uploading the CSV file as a data source is the foundational step because the system requires raw data to be available before it can be unified, enriched, or used to create segments. Without this initial import, all subsequent operations (unification, segmentation, enrichment) would have no data to act upon.

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Define data unification rules.

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Create a segment based on total spend.

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Enrich profiles with demographic data.

Question 9

You are the Dynamics 365 administrator for a healthcare provider that uses Customer Insights to manage patient profiles. The organization must comply with HIPAA regulations. Patient data is sourced from an electronic health record (EHR) system and from a patient portal. The EHR system is on-premises and sends data via a nightly batch file in CSV format. The patient portal sends data in real-time via API. You need to ensure that all patient data in Customer Insights is encrypted at rest and in transit. The platform already encrypts data at rest by default. However, you are concerned about the data in transit from the EHR system. What should you do?

Accepted Answer

Configure the EHR data source to use SFTP for file transfer.. Option C is correct because SFTP (SSH File Transfer Protocol) encrypts the CSV file during transit, addressing the concern about data in transit from the on-premises EHR system. Since the EHR sends data via a nightly batch file, using SFTP ensures the file is encrypted over the network, complementing the platform's default encryption at rest. This aligns with HIPAA requirements for protecting ePHI during transmission.

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Encrypt the CSV file before uploading.

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Change the patient portal API to use batch uploads.

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Enable double encryption at rest in Customer Insights.

Question 10

You are a marketing manager for a retail company that uses Dynamics 365 Customer Insights. You want to create a segment of customers who have not made a purchase in the last 90 days and who have a high predicted churn score. You have already set up a predictive churn model. However, when you try to create the segment using the churn score, you notice that the churn score field is not available in the segment builder. What is the most likely reason?

Accepted Answer

The churn model has not been published.. The churn score field is generated by the predictive churn model and only becomes available in the segment builder after the model has been published. Until the model is published, the churn score is not written to the customer entity, so the field does not appear as a selectable attribute. Publishing the model finalizes the scores and makes them available for segmentation.

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The churn model is still training.

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The churn model was created from a different data source.

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The customer data has not been unified.

Question 11

You are a business analyst for a nonprofit organization that uses Dynamics 365 Customer Insights. They have donor data from a fundraising system and event attendance data from a separate system. They want to create a single view of each donor. After importing both data sources, you run the data unification process. However, you notice that some donors who appear in both systems are being created as separate profiles instead of being merged. What is the most likely cause?

Accepted Answer

The deduplication rules are not configured to match on common fields like email.. Option C is correct because the data unification process in Dynamics 365 Customer Insights relies on deduplication rules to identify and merge matching profiles. If these rules are not configured to match on common fields such as email address, the system will treat records from different sources as separate profiles, even if they represent the same donor. Without proper matching conditions, the unification step cannot link the records, resulting in duplicate profiles.

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The profiles were enriched with external data.

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The data sources were not imported correctly.

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The segment was created before unification.

Question 12

You are a Dynamics 365 consultant for a manufacturing company that uses Customer Insights to unify data from their CRM (Dynamics 365 Sales) and their ERP (Dynamics 365 Finance). They want to use Customer Insights to calculate a measure for 'Average Order Value' per customer. After creating the measure, they notice that the values are incorrect because the currency from the ERP is in euros, while the CRM uses US dollars. The ERP data includes a currency conversion rate field. What should you do to ensure the measure uses a consistent currency?

Accepted Answer

Create a calculated column in the unified data that multiplies the order value by the conversion rate.. Option D is correct because in Dynamics 365 Customer Insights, calculated columns are the appropriate way to transform data at the entity level before using it in measures. By creating a calculated column that multiplies the order value by the conversion rate, you ensure all values are in a consistent currency (USD) before the 'Average Order Value' measure aggregates them. This approach directly addresses the mismatch between EUR in the ERP and USD in the CRM without altering source systems or using unsupported functions.

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Change the ERP data source to output values in USD.

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Create a measure for conversion rate and use it in the average order value measure.

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Use the 'CurrencyConvert' function in the measure to convert values.

Question 13

A retail company uses Dynamics 365 Customer Insights to unify customer data from multiple sources. They want to define a customer data platform (CDP) strategy. Which TWO actions are key capabilities of Customer Insights?

Accepted Answer

Unify customer data from various sources into a single customer profile. Customer Insights provides data unification (option A) and AI-driven predictive models (option D). Real-time website personalization is a capability of Dynamics 365 Marketing, not Customer Insights. Salesforce data integration is not a native feature; it requires custom connectors. Automated email campaign execution is part of Dynamics 365 Marketing.

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Integrate data from Salesforce CRM out-of-the-box

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Execute automated email campaigns

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Personalize website content in real time

Question 14

A global enterprise wants to use Dynamics 365 Customer Insights to create a 360-degree customer view. They have data from Dynamics 365 Sales, Dynamics 365 Customer Service, and external loyalty systems. They also need to comply with GDPR and CCPA. Which THREE capabilities should they prioritize?

Accepted Answer

Use AI to create predictive segments and measure customer lifetime value. A is correct because Dynamics 365 Customer Insights uses AI to build predictive segments (e.g., churn risk) and calculate customer lifetime value (CLV) using historical and behavioral data. This directly supports the goal of a 360-degree customer view by enriching unified profiles with forward-looking insights.

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Provide real-time chat support to customers

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Automate LinkedIn lead generation campaigns

Question 15

You are a Dynamics 365 administrator for a mid-sized e-commerce company. The marketing team wants to use Dynamics 365 Customer Insights to create a unified customer profile that includes browsing history, purchase history, and customer support interactions. They also want to use this unified data to send personalized offers via email. You have access to Dynamics 365 Customer Insights and Dynamics 365 Marketing. What should you do first?

Accepted Answer

Set up data ingestion from browsing history, purchase history, and support interactions into Dynamics 365 Customer Insights, then unify the data into a single customer profile.. The first step is to ingest the disparate data sources (browsing history, purchase history, and support interactions) into Dynamics 365 Customer Insights and then unify them into a single customer profile. This unified profile is the foundation for all downstream activities, such as segmentation and personalized email campaigns. Without this data unification, you cannot accurately target or personalize offers in Dynamics 365 Marketing.

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Configure Dynamics 365 Customer Insights to send personalized emails directly to customers using the unified customer profile.

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Import all data directly into Dynamics 365 Marketing and use its native customer profile feature to unify the data.

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Create a segment in Dynamics 365 Customer Insights based on purchase history, then export the segment to Dynamics 365 Marketing to send offers.