MB-910 Describe Dynamics 365 Customer Insights Practice Test 3 — 15 Questions

Question 1

A retail company uses Dynamics 365 Customer Insights to unify customer data from their online store, loyalty program, and in-store POS systems. After unification, they notice that some customers have duplicate profiles. What is the most likely cause and recommended action?

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

Accepted Answer

Review and adjust the match rules used during the data unification process. Duplicate profiles after unification typically occur when the match rules (deduplication rules) are not configured precisely enough to identify that two records represent the same customer. In Dynamics 365 Customer Insights, the unification process uses these rules to merge profiles based on attributes like email or phone; if the rules are too loose or missing key identifiers, duplicates persist. Adjusting the match rules—such as setting exact match on email or using fuzzy matching with appropriate thresholds—resolves the issue without altering source data.

Answer

Re-run the data unification process without any changes

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Manually delete duplicate customer records from the source systems

Answer

Contact Microsoft support to increase the deduplication limit

Question 2

A marketing manager wants to use Dynamics 365 Customer Insights to create a segment of 'High-Value Customers' based on a combination of purchase frequency and average order value. The data is unified, but the manager is unsure how to build the segment. What is the recommended approach?

Accepted Answer

Use the Segment Builder to create a dynamic segment using measures for purchase frequency and average order value. Dynamics 365 Customer Insights provides a Segment Builder specifically designed to create dynamic segments based on measures like purchase frequency and average order value. This allows the marketing manager to define conditions using pre-built or custom measures without writing code, ensuring the segment updates automatically as data changes.

Answer

Write a SQL query in the data management interface

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Use Power Automate to filter customers based on purchase history

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Manually tag each high-value customer profile in the customer card

Question 3

A company is implementing Dynamics 365 Customer Insights and wants to ensure that customer data privacy regulations, such as GDPR, are adhered to. Which feature should they configure to allow customers to request deletion of their data?

Accepted Answer

Enable the data privacy feature to handle deletion requests. Dynamics 365 Customer Insights includes a dedicated data privacy feature that provides a built-in mechanism to handle data subject requests (DSRs) under GDPR. This feature allows administrators to process deletion requests by searching for a customer's data across the system and permanently removing it, ensuring compliance with privacy regulations without custom development.

Answer

Configure consent management for each customer

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Set up data retention policies

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Create a customer segment for deletion flags

Question 4

A company has configured a data unification rule as shown in the exhibit. After running the process, they find that customers with the same email but different phone numbers are not being merged. What is the most likely reason?

Accepted Answer

The Email field values contain slight differences like leading/trailing spaces. Leading or trailing spaces in the Email field cause exact match comparisons to fail, even though the values appear identical visually. Customer Insights data unification rules use exact matching by default unless fuzzy matching is explicitly configured, so any whitespace discrepancy prevents the rule from recognizing duplicate records. Trimming or normalizing the Email field before matching would resolve this issue.

Answer

Deduplication is not enabled for the rule

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The fuzzy match on Phone is overriding the exact match on Email

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The output entity is not correctly configured

Question 5

A company is planning to use Dynamics 365 Customer Insights to enrich customer profiles with external demographic data. Which TWO of the following are valid methods to bring in external data? (Choose two.)

Accepted Answer

Use an OData connector to pull data from a partner data provider. Dynamics 365 Customer Insights supports OData connectors, which can pull data from external partner data providers. OData is a standardized RESTful protocol that allows seamless integration of external datasets, such as demographic enrichment sources, into Customer Insights profiles.

Answer

Connect to Azure Data Lake only via Dataflows

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Import from Excel Online using a direct connection

Answer

Synchronize data from LinkedIn Sales Navigator

Question 6

You are a Dynamics 365 consultant for a multinational retail chain with operations in the US, Europe, and Asia. The company uses Dynamics 365 Customer Insights to create a single view of the customer across all regions. Each region has its own instance of Dynamics 365 Sales and separate data sources (POS, e-commerce, loyalty). The marketing team wants to create a global segment of customers who have purchased in at least two different regions in the past year. Currently, Customer Insights is set up with separate data unification processes for each region, and the unified profiles are not linked across regions. You need to design a solution to achieve the global segment. What should you do?

Accepted Answer

Set up a new Customer Insights environment that ingests data from each regional environment via Power Query and configure a cross-region matching rule using a common identifier such as email. It leverages a dedicated Customer Insights environment to ingest data from each regional environment via Power Query, enabling a cross-region matching rule using a common identifier like email. This approach creates a unified global customer view without duplicating or manually reconciling data, directly supporting the creation of a segment of customers who have purchased in at least two regions.

Answer

Re-create all data sources in a single Customer Insights environment and run unification globally

Answer

Export all unified profiles from each region to a common Excel file and manually identify duplicates, then import the combined list as a new segment

Answer

Use Power BI to combine the regional unified profiles and create the segment directly in Power BI

Question 7

You are a customer data analyst at a financial services company. The company uses Dynamics 365 Customer Insights to manage customer data. Recently, the marketing team created a segment called 'High Propensity to Buy' using a predictive model built in Customer Insights. The segment is used in a real-time marketing campaign in Dynamics 365 Marketing. The campaign has been running for a week, but the marketing team reports that the segment size seems to be decreasing each day, and they are concerned that customers are being incorrectly removed. Upon investigation, you find that the predictive model is retrained nightly based on the latest transaction data. What is the most likely cause of the shrinking segment?

Accepted Answer

The predictive model's propensity scores are being recalculated nightly, and some customers no longer meet the threshold due to recent data. The predictive model in Dynamics 365 Customer Insights is retrained nightly using the latest transaction data. This retraining recalculates propensity scores for all customers. As new transaction data is ingested, some customers' scores may drop below the threshold defined for the 'High Propensity to Buy' segment, causing them to be automatically removed from the segment. This daily recalibration is the most likely reason for the shrinking segment size.

Answer

The marketing team is manually removing customers from the segment based on campaign feedback

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The predictive model is failing to calculate scores for all customers, resulting in fewer qualified customers

Answer

The data source for transactions is being refreshed, causing some customer profiles to be temporarily unavailable

Question 8

A retail company uses Dynamics 365 Customer Insights to unify customer data from their online store, loyalty program, and in-store POS systems. After unification, they notice that some customers have duplicate profiles. What is the most likely cause and recommended action?

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

Accepted Answer

Match and merge. The 'Match and merge' feature in Dynamics 365 Customer Insights is specifically designed to identify duplicate customer records across different data sources (e-commerce, loyalty, POS) by using matching rules (e.g., fuzzy matching on name and address) and then merging them into a single, unified customer profile. This resolves the issue of slightly different names and addresses by deduplicating and consolidating the data.

Answer

Data profiling

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Activities

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Segments

Question 9

A marketing team at a manufacturing company uses Customer Insights to create a segment of customers who have purchased a specific product in the last 30 days. They want to send a promotional email to this segment. However, the segment results are empty even though they know customers have purchased the product within that timeframe. What is the most likely cause?

Accepted Answer

The segment has not been refreshed since the purchases were ingested. In Dynamics 365 Customer Insights, segments are static snapshots of customer data at the time of creation or last refresh. Even if purchase data has been ingested into the system, the segment will not automatically include those new records until it is explicitly refreshed. Since the segment results are empty despite known purchases, the most likely cause is that the segment has not been refreshed after the purchases were ingested.

Answer

The data retention policy is set to 7 days

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The data source is offline

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The segment definition is incorrect

Question 10

A company wants to use Customer Insights to enrich customer profiles with external demographic data. Which feature should they use to bring in this external data?

Accepted Answer

Data sources. To enrich customer profiles with external demographic data in Dynamics 365 Customer Insights, you use the 'Data sources' feature. This allows you to connect to and ingest data from external systems, such as third-party demographic providers, by configuring a new data source (e.g., via Power Query connectors). The ingested data is then unified into the customer profile, enabling enrichment without needing custom code.

Answer

Relationships

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Measures

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Predictions

Question 11

Drag and drop the steps to create a new lead record in Dynamics 365 Sales into the correct order.

Accepted Answer

Navigate to Leads section, then click New, then enter lead information, then save, then qualify the lead. Creating a lead involves navigating to the leads section, entering details, saving, and then qualifying to convert.

Answer

Navigate to Leads section, then click New, then save, then enter lead information, then qualify

Answer

Click New, then navigate to Leads section, then enter lead information, then save, then qualify

Answer

Navigate to Leads section, then click New, then enter lead information, then qualify, then save

Question 12

Drag and drop the steps to manage a case lifecycle in Dynamics 365 Customer Service into the correct order.

Accepted Answer

Create Case, then Assign Case, then Resolve Case, then Verify Resolution, then Close Case. Case lifecycle includes creation, assignment, resolution, verification, and closure.

Answer

Assign Case, then Create Case, then Resolve Case, then Verify Resolution, then Close Case

Answer

Create Case, then Resolve Case, then Assign Case, then Verify Resolution, then Close Case

Answer

Create Case, then Assign Case, then Close Case, then Resolve Case, then Verify Resolution

Question 13

Drag and drop the steps to create a knowledge article in Dynamics 365 Customer Service into the correct order.

Accepted Answer

Create a new knowledge article draft, then categorize the article, then submit the article for approval, then publish the article after approval.. Knowledge article creation includes drafting, categorizing, and publishing after approval.

Answer

Categorize the article, then create a new knowledge article draft, then submit for approval, then publish.

Answer

Create a new knowledge article draft, then submit for approval, then categorize the article, then publish.

Answer

Submit for approval, then create a new knowledge article draft, then categorize, then publish.

Question 14

Match each Microsoft Dynamics 365 component to its primary function.

Accepted Answer

Dynamics 365 Sales: Manage sales pipelines and customer interactions. Dynamics 365 Sales manages pipelines and customer interactions, Customer Service handles cases and requests, Marketing automates campaigns and lead generation, and Field Service schedules field operations. Common confusions include swapping Sales with Customer Service or Marketing with Field Service.

Answer

Dynamics 365 Sales: Handle customer support cases and service requests

Answer

Dynamics 365 Marketing: Schedule and manage field service operations

Question 15

Match each Dynamics 365 capability to its description.

Accepted Answer

Dynamics 365 Sales: Manages leads, opportunities, and sales pipelines.. Each Dynamics 365 app targets specific business functions. Sales manages leads and pipelines; Customer Service resolves cases; Marketing automates campaigns; Finance handles financials. The distractors swap Sales with Marketing and Sales with Customer Service.

Answer

Dynamics 365 Sales: Automates marketing campaigns and customer journeys.

Answer

Dynamics 365 Customer Service: Manages leads, opportunities, and sales pipelines.