MB-910 Describe Dynamics 365 Customer Insights Practice Test 2 — 15 Questions

Question 1

You are troubleshooting a Customer Insights unification process that fails to match records that you know belong to the same customer. Both sources contain a common email field, but many emails are in different formats (e.g., 'john.doe@contoso.com' vs 'jdoe@contoso.com'). What should you do?

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

Accepted Answer

Use fuzzy matching on email with normalization. Fuzzy matching with normalization allows Customer Insights to handle variations in email formats (e.g., 'john.doe@contoso.com' vs 'jdoe@contoso.com') by using similarity algorithms (like Levenshtein distance) and normalizing data (e.g., removing dots or case differences) to improve match accuracy. This directly addresses the mismatch caused by different email formats while still leveraging the email field for deduplication.

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Remove the email condition from matching rules

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Use exact match on email

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Preprocess data to standardize email formats

Question 2

Which TWO actions can you perform using Customer Insights measures? (Choose two.)

Accepted Answer

Track monthly revenue trends. Customer Insights measures are analytical calculations defined over unified customer profile data, so option A (Track monthly revenue trends) is correct because a measure can aggregate revenue over time dimensions to surface trends such as monthly revenue. Option E (Calculate average order value per customer) is also correct because measures compute aggregate metrics like average order value across a customer's transactions. Options B, C, and D are incorrect because creating segments, unifying customer records, and enriching profiles with demographic data are capabilities of segments, data unification (ingestion/matching), and enrichment, not measures.

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Create a segment of high-value customers

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Unify customer records from multiple sources

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Enrich customer profiles with demographic data

Question 3

Which TWO data sources can be ingested into Customer Insights? (Choose two.)

Accepted Answer

Azure Synapse Analytics. Azure Synapse Analytics is a correct data source for Customer Insights because it is a cloud-based analytics service that can be used as a data source via a direct connection, allowing you to ingest large-scale data into Customer Insights for unification and segmentation. Dynamics 365 Sales is correct because Customer Insights can directly connect to Dynamics 365 Sales to bring in customer engagement data (e.g., leads, opportunities, accounts) for a 360-degree customer view.

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Microsoft Forms

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Microsoft Entra ID

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Power BI reports

Question 4

A marketing manager wants to automatically send a personalized discount offer to customers who have a high propensity to churn. Which combination of Customer Insights capabilities should they use?

Accepted Answer

Predictive scoring and measures. Predictive scoring in Customer Insights uses machine learning models to calculate a churn probability score for each customer, identifying those with a high propensity to churn. Measures allow the marketing manager to define and compute key business metrics, such as customer lifetime value or churn risk thresholds, which can trigger automated actions like sending personalized discount offers. Together, they enable a data-driven, automated outreach to at-risk customers without manual intervention.

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Data unification and enrichment

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Enrichment and Copilot

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Segmentation and AI suggestions

Question 5

A company wants to use Customer Insights to generate AI-driven product recommendations for their e-commerce site. Which feature should they configure?

Accepted Answer

AI suggestions. AI suggestions in Dynamics 365 Customer Insights leverage built-in machine learning models to analyze customer behavior and transaction data, generating personalized product recommendations for e-commerce sites. This feature directly addresses the requirement for AI-driven recommendations without needing custom model training.

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Measures

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Connections

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Segmentation

Question 6

Which TWO data sources can be used to enrich customer profiles in Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Third-party data providers. Dynamics 365 Customer Insights allows you to enrich customer profiles by integrating data from third-party data providers, such as Experian or Acxiom, to add attributes like demographic or firmographic information. This enrichment process uses the 'Enrichment' feature within the app, which connects to external data sources via connectors to enhance existing customer data.

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SharePoint document libraries

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Power BI dashboards

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Finance and Operations general ledger

Question 7

Refer to the exhibit. A Customer Insights analyst defines a measure for Customer Lifetime Value. What is the result of this measure definition?

Accepted Answer

The total transaction amount since 2025. The measure definition is configured to sum the Transaction Amount field, which calculates the total monetary value of all transactions. The filter restricts the calculation to transactions occurring on or after January 1, 2025, so the result is the total transaction amount since 2025. This aligns with the standard Customer Insights measure behavior where aggregation functions like Sum are applied to numeric attributes.

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The maximum transaction amount

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The count of transactions after 2025

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The average transaction amount

Question 8

A company uses Dynamics 365 Customer Insights - Data and wants to ensure that customer data from the EU complies with GDPR. What should they configure?

Accepted Answer

Data privacy settings within Customer Insights. Customer Insights - Data includes built-in data privacy settings that let administrators control data residency, consent tracking, and compliance with regulations like GDPR directly within the application. These settings govern how customer data is ingested, processed, and retained, ensuring EU data stays compliant. Microsoft Purview and DLP tools operate at the Microsoft 365/Power Platform layer and do not directly configure Customer Insights data handling.

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Microsoft 365 compliance center

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Data classification labels in Microsoft Purview

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Data loss prevention (DLP) policies in Power Platform admin center

Question 9

Which TWO of the following are AI-powered features available in Dynamics 365 Customer Insights?

Accepted Answer

Predictive models for churn and purchase propensity. Dynamics 365 Customer Insights includes AI-powered predictive models that analyze historical customer data to forecast behaviors such as churn and purchase propensity. These models use machine learning algorithms to generate scores and insights directly within the Customer Insights platform, enabling proactive engagement strategies.

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Email response sentiment analysis

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Lead scoring

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Anomaly detection in transaction data

Question 10

Refer to the exhibit. A customer has configured data unification in Customer Insights. What will happen when a contact from CRM and a member from Loyalty have the same email address?

Accepted Answer

The CRM contact data will take priority and overwrite Loyalty member data in the unified profile. The merge strategy is PriorityBased with CRM first, so the CRM record takes precedence. Option B is wrong because a new unified profile is not created; instead, the existing CRM profile is enriched with data from the Loyalty record. Option C is wrong because the system automatically resolves matches based on the configured priority, not manual intervention. Option D is wrong because fields are not merged equally; the priority-based strategy means the CRM record's data overwrites the Loyalty member's data in the unified profile.

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A new unified profile will be created with a new ID

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The system will prompt the user to manually resolve the match

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All fields from both records will be merged equally

Question 11

Refer to the exhibit. A data analyst runs this KQL query in Customer Insights. What is the purpose of this query?

Accepted Answer

To calculate the total purchase amount for a specific customer. The KQL query shown in the exhibit uses the `sum()` aggregation function on the `PurchaseAmount` column, filtered by a specific `CustomerID`. This calculates the total purchase amount for that single customer. Option C is correct because the query explicitly sums purchase amounts for one customer, not for a segment or as a predictive model.

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To predict the likelihood of a customer making a future purchase

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To create a segment of customers with high purchase amounts

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To create a measure that calculates average purchase amount

Question 12

A company uses Dynamics 365 Customer Insights - Data. Which TWO data sources can be used to ingest data? (Select TWO.)

Accepted Answer

Power Query. Option C (Power Query) is correct because Customer Insights - Data uses Power Query as its built-in data transformation and ingestion engine, allowing users to connect to and shape data from numerous sources during the data unification process. Option D (Common Data Model) is correct because Customer Insights - Data natively supports ingesting data that conforms to the Common Data Model schema, which provides standardized entities and attributes for customer data. Option A (Microsoft Forms) is not a supported data source connector for Customer Insights - Data ingestion. Option B (Power Automate) is a workflow automation service, not a data ingestion source, though it can trigger flows around Customer Insights. Option E (Power BI) is a visualization and reporting tool, not a data source for ingesting data into Customer Insights - Data.

Answer

Microsoft Forms

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Power Automate

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Power BI

Question 13

You are reviewing the exhibit of a segment definition in Customer Insights - Data. What is the purpose of this segment?

Accepted Answer

Identify customers with medium spending between 500 and 2000. The segment definition in Customer Insights - Data uses a condition that filters for customers whose total spending falls within the range of 500 to 2000, inclusive. This is a typical numeric range condition in a segment builder, where the 'between' operator defines a lower and upper bound to capture medium-spending customers.

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Identify customers with high spending above 2000

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Identify all customers

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Identify customers with low spending below 500

Question 14

A global retailer uses Dynamics 365 Customer Insights to manage customer data from multiple regions. They need to ensure that customer profiles comply with GDPR right to erasure requests. Which feature should they use?

Accepted Answer

Data privacy and consent management. Data privacy and consent management in Dynamics 365 Customer Insights provides built-in capabilities to handle GDPR right to erasure requests. It allows administrators to configure data retention policies, manage consent, and execute deletion of customer profiles across all connected data sources, ensuring compliance with regulatory requirements.

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Enrichment with third-party data

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Create a measure for customer lifetime value

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Segmentation with dynamic membership

Question 15

A telecommunications company uses Dynamics 365 Customer Insights to analyze customer churn. They have created a churn prediction model and want to take real-time actions when a customer is predicted to churn, such as sending a retention offer. Which integration should they use?

Accepted Answer

Real-time marketing in Dynamics 365. Real-time marketing in Dynamics 365 Customer Insights enables immediate, automated actions (such as sending retention offers) when a churn prediction model triggers. This integration uses customer segments and triggers from the prediction model to initiate outbound communications in real time, aligning with the requirement for real-time actions.

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Enrichment from Azure Data Lake

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Power Automate to send email

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Power BI embedded reports