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

Question 1

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. Option C is correct because 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.

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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 2

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. Option C is correct because 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.

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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 3

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. Option A is correct because 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.

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Connect to Azure Data Lake only via Dataflows

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Import from Excel Online using a direct connection

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Synchronize data from LinkedIn Sales Navigator

Question 4

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. Option D is correct because 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

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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

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

Question 5

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.

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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

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

Question 6

A retail company uses Dynamics 365 Customer Insights to unify customer data from their e-commerce platform, loyalty program, and in-store POS system. After data ingestion, they notice that the same customer appears with slightly different names and addresses across sources. Which feature should they use to resolve these duplicates and create a single customer profile?

Accepted Answer

Match and merge. Option C is correct because 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.

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Data profiling

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Activities

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Segments

Question 7

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 8

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.

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Relationships

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Measures

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Predictions

Question 9

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

Question 10

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

Question 11

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

Question 12

Match each Microsoft Dynamics 365 component to its primary function.

Question 13

Match each Dynamics 365 capability to its description.

Question 14

Match each Dynamics 365 deployment option to its description.

Question 15

A retail company wants to create a single view of each customer by unifying data from their e-commerce platform, in-store POS system, and loyalty program. Which Dynamics 365 Customer Insights capability should they use?

Accepted Answer

Customer Data Platform (CDP) capabilities. The correct answer is B because Dynamics 365 Customer Insights is a Customer Data Platform (CDP) that ingests, unifies, and resolves customer data from multiple sources—such as e-commerce platforms, POS systems, and loyalty programs—into a single, unified customer profile. This capability is specifically designed to create a 360-degree view of each customer by matching and merging records across disparate data sources.

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Connections

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Predictions

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Segmentation