MB-910 Describe Dynamics 365 Customer Insights Practice Test 4 — 15 Questions

Question 1

A company is planning to implement Dynamics 365 Customer Insights. They have customer data stored in an on-premises SQL Server database and also in Salesforce CRM. They want to unify this data in Customer Insights. Which data ingestion method should they use to bring data from both sources?

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

Accepted Answer

Use Power Query with a gateway for on-premises SQL and the Salesforce connector for Salesforce. Dynamics 365 Customer Insights uses Power Query as its primary data ingestion engine, which supports both on-premises SQL Server via an on-premises data gateway and cloud-based Salesforce CRM through a dedicated Salesforce connector. This allows the company to unify data from both sources without requiring intermediate storage or third-party tools.

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Use Power Query connectors for cloud data only, then use a gateway for on-premises SQL

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Export data from SQL to Azure Blob Storage and then ingest from Blob, and use Salesforce API

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Use third-party ETL tool to push data into Customer Insights via API

Question 2

Refer to the exhibit. You are configuring data matching rules in Dynamics 365 Customer Insights. What will happen if a customer record from the e-commerce source and a record from the CRM have the same email address but different names and cities?

Accepted Answer

They will be matched as duplicates and merged based on the EmailMatch rule. In Dynamics 365 Customer Insights, data matching rules are evaluated independently and the system uses a 'match by any rule' logic. If the EmailMatch rule is configured and a match is found (same email address), the records will be considered duplicates and merged, regardless of other rules like NameAndCityMatch. The other rules only apply if they are the ones that trigger the match; they do not block a match already found by a different rule.

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They will not be matched because the NameAndCityMatch rule requires fuzzy match on name and exact city

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They will be matched only if the confidence level is set to high on both rules

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They will be matched only if both rules are satisfied

Question 3

You are a data analyst for a multinational retail company. The company uses Dynamics 365 Customer Insights to manage customer data from various sources including online store, physical store transactions, and a loyalty program. The data is ingested daily. Recently, the marketing team reported that the segment 'High Spend Customers' (customers with total purchase amount > $10,000 in the last year) is showing incorrect numbers. Upon investigation, you find that some customers who have spent over $10,000 are not included in the segment, while some with lower spend are included. You suspect the issue is related to data freshness or the measure definition. The segment is based on a measure named 'TotalSpendLastYear' which is calculated from the 'Transaction' activity. The measure is set to refresh daily. The segment is set to refresh on demand. The data sources are refreshed automatically every night. What should you do first to troubleshoot the issue?

Accepted Answer

Manually trigger a refresh of the segment to ensure it uses the latest measure data. The segment is set to refresh 'on demand,' meaning it does not automatically update when the underlying measure or data sources refresh. Even though the measure 'TotalSpendLastYear' refreshes daily and data sources refresh nightly, the segment itself may still be using stale measure data. Manually triggering a segment refresh forces it to re-evaluate the measure's current values, ensuring customers who now meet the $10,000 threshold are included and those who no longer qualify are excluded.

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Modify the measure definition to use a different aggregation

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Delete and recreate the segment with the same conditions

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Re-ingest all transaction data from the source systems

Question 4

You are a Customer Insights administrator for a healthcare organization. The organization has strict data privacy requirements. They need to ensure that customer profiles containing sensitive health information are not exported to external systems without proper consent. The current configuration includes a segment called 'HealthDataSegment' that contains patients with specific conditions. The marketing team wants to export this segment to a third-party email marketing tool for a campaign. However, the compliance officer has mandated that no health data should leave the Customer Insights environment without explicit consent. What should you do to meet the compliance requirement while still allowing the marketing campaign?

Accepted Answer

Create a data policy in Customer Insights that restricts export of health attributes, and then export the segment excluding those attributes. Dynamics 365 Customer Insights allows administrators to create data policies that restrict the export of specific attributes (e.g., health data) from segments. By defining a policy that excludes health-related attributes from the 'HealthDataSegment' export, you comply with the consent requirement while still allowing the marketing team to export the segment (minus sensitive data) to the third-party email marketing tool.

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Disable export for the segment and use only in-app campaigns

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Use data masking in the export destination

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Remove all health-related attributes from the customer profiles

Question 5

You are a marketing analyst at a company that recently implemented Dynamics 365 Customer Insights. Your goal is to create a segment of customers who have not made a purchase in the last 90 days for a re-engagement campaign. You have access to the 'Transaction' activity that records purchases. Which steps should you follow to create this segment?

Accepted Answer

Create a new segment, select 'Transaction' activity, and set condition 'Date is older than 90 days'. Dynamics 365 Customer Insights allows you to create a segment directly from the 'Transaction' activity by setting a condition on the date field. By selecting 'Date is older than 90 days', you filter for customers whose last transaction occurred more than 90 days ago, which is the precise requirement for a re-engagement campaign. This approach leverages the built-in segment builder without needing predictive models or external data.

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Build a churn prediction model and use the output segment

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Create a measure for days since last purchase and then manually filter profiles

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Enrich profiles with recency score from an external data provider

Question 6

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. 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 7

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. 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 8

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

Accepted Answer

Dataverse. Option A (Dataverse) is correct because Dynamics 365 Customer Insights natively ingests data from Microsoft Dataverse through the built-in Power Query connectors, allowing direct unification of Dynamics 365 entities. Option E (Common Data Model folder) is correct because Customer Insights supports ingesting data from an Azure Data Lake Storage Gen2 Common Data Model folder, which is a first-class supported data source for bringing in pre-modeled entity data. Option B (Power BI dataset) is not a supported ingestion source; Power BI is a downstream consumer of Customer Insights output, not an input. Option C (Azure DevOps) is a development/ALM service and has no connector for data ingestion into Customer Insights. Option D (Excel workbook) is not a directly supported source; while CSV/Excel files can be staged in Azure Data Lake Storage, the raw Excel workbook itself is not a valid Customer Insights data source.

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Power BI dataset

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Azure DevOps

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Excel workbook

Question 9

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 10

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.. 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 11

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.. 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 12

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. Option A is correct because the core capability of Dynamics 365 Customer Insights is data unification: it ingests data from multiple sources (e.g., Dynamics 365, Azure, CSV, and other connectors), performs identity resolution through match and merge rules, and consolidates records into a single, unified customer profile. Option D is correct because Customer Insights includes AI-driven insights such as churn prediction, customer lifetime value, product recommendations, and next best action, which are generated from the unified profiles and used to guide engagement decisions. Option B does not belong because Salesforce CRM integration is not an out-of-the-box native connector in Customer Insights; data from such systems is typically brought in via export, Azure Data Lake, or custom connectors. Option C does not belong because executing automated email campaigns is a marketing execution function handled by Dynamics 365 Customer Insights - Journeys (or Customer Voice for surveys), not the CDP data unification and AI insight capabilities. Option E does not belong because real-time website personalization is delivered through downstream engagement tools and integrations, not as a core CDP capability of Customer Insights itself.

Answer

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 13

You are a data analyst for a financial services company that uses Dynamics 365 Customer Insights. Your organization wants to use the Customer Insights data to improve customer retention. You have access to transaction data, customer service call logs, and web browsing behavior data. You need to identify customers who are likely to churn in the next 30 days. The solution must use built-in AI capabilities. What should you do?

Accepted Answer

Use the built-in Churn Prediction model in Dynamics 365 Customer Insights to analyze the data and get churn scores for each customer.. Dynamics 365 Customer Insights includes a built-in AI-powered Churn Prediction model that analyzes transaction data, customer service logs, and web browsing behavior to generate churn scores for each customer. This model uses pre-trained machine learning algorithms specifically designed for customer retention scenarios, requiring no custom development or external tools. It directly meets the requirement to use built-in AI capabilities without manual intervention or export to other services.

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Export all data to Azure Machine Learning and build a custom churn prediction model, then import the results back into Customer Insights.

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Use Dynamics 365 Customer Insights to export the data to Power BI, visualize churn patterns, and manually identify likely churners.

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Create a manual segmentation rule in Customer Insights based on customers with no purchases in the last 30 days.

Question 14

You are a Dynamics 365 consultant for a large retail chain. The company uses Dynamics 365 Customer Insights to manage customer data. The marketing team wants to create a segment of 'High Value Customers' defined as customers with a lifetime value (LTV) greater than $5,000. They also want to send a special promotional offer to this segment via email. The data is already unified in Customer Insights. However, the LTV attribute is not currently calculated. You need to enable the marketing team to achieve their goal with minimal effort. What should you do?

Accepted Answer

Create a new measure in Dynamics 365 Customer Insights called 'Customer Lifetime Value' using the built-in measure builder with the relevant transaction data.. Dynamics 365 Customer Insights includes a built-in measure builder that allows you to define calculated attributes like 'Customer Lifetime Value' directly within the unified data model. This approach requires minimal effort as it leverages existing transaction data without needing external tools or data re-import. Once the measure is created, the marketing team can immediately use it to build the 'High Value Customers' segment in Customer Insights and then export that segment to Dynamics 365 Marketing for the email campaign.

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Use Power Automate to create a flow that calculates LTV for each customer and updates the attribute in Customer Insights.

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Import the LTV data into Dynamics 365 Marketing as a custom attribute and then create the segment there.

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Re-unify the customer data, ensuring that the LTV attribute is included from the source systems.

Question 15

You are a solutions architect for a multinational corporation that uses Dynamics 365 Customer Insights. The company has customer data from multiple subsidiaries, each using different CRM and ERP systems. They want to create a single, unified customer profile that complies with data privacy regulations such as GDPR and CCPA. Additionally, they want to use the unified data to drive personalized marketing campaigns in Dynamics 365 Marketing. You need to design a solution that ensures data privacy and compliance. What should you do first?

Accepted Answer

Configure data privacy and compliance settings in Dynamics 365 Customer Insights, including data subject rights, consent management, and data retention policies.. Configuring data privacy and compliance settings first ensures that all subsequent data ingestion, unification, and export activities adhere to GDPR and CCPA requirements. Dynamics 365 Customer Insights provides built-in tools for data subject rights (DSR), consent management, and data retention policies that must be established before processing personal data. This foundational step prevents compliance violations and ensures that unified profiles and downstream marketing campaigns respect privacy constraints.

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Create segments for marketing campaigns before unifying the data, to test the process.

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Export the unified customer profiles to Dynamics 365 Marketing and apply data privacy policies in Marketing.

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Ingest all customer data from each subsidiary into Dynamics 365 Customer Insights and start the unification process.