MB-910 Describe Dynamics 365 Customer Insights Practice Test 5 — 15 Questions

Question 1

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.

Answer

Data unification and enrichment

Answer

Enrichment and Copilot

Answer

Segmentation and AI suggestions

Question 2

A company uses Customer Insights to unify customer data. After unification, they notice that some customers appear as duplicates despite high match confidence. What should they do to resolve this?

Accepted Answer

Adjust deduplication rules. Option D is correct because Customer Insights uses deduplication rules to define how duplicate customer profiles are identified and merged. Even when match confidence is high, the system may still detect duplicates if the deduplication rules are not configured to handle specific data patterns, such as variations in name formatting or address details. Adjusting these rules allows you to fine-tune the matching logic to resolve false duplicates.

Answer

Re-run data ingestion

Answer

Use enrichment to add more data

Answer

Increase the match confidence threshold

Question 3

A sales manager wants to see a single timeline of customer interactions across sales, service, and marketing. Which Customer Insights feature provides this?

Accepted Answer

Unified customer profile. The unified customer profile in Dynamics 365 Customer Insights aggregates data from sales, service, and marketing interactions into a single, comprehensive timeline. This feature merges disparate data sources (e.g., CRM, support tickets, campaign responses) to create a 360-degree view, enabling the sales manager to see all customer touchpoints in one place.

Answer

Data enrichment

Answer

Customer segmentation

Answer

Predictive scoring

Question 4

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.

Answer

Measures

Answer

Connections

Answer

Segmentation

Question 5

A customer data platform administrator needs to ensure that Customer Insights complies with GDPR data deletion requests. What should they configure?

Accepted Answer

Data privacy. Option A is correct because the Data privacy page in Dynamics 365 Customer Insights is the dedicated area for managing GDPR compliance, including data deletion requests. Administrators can configure data deletion policies, run deletion jobs, and track the status of deletion requests to ensure customer data is removed in accordance with GDPR's right to erasure.

Answer

Segmentation

Answer

Data unification

Answer

Enrichment

Question 6

A marketing team wants to create a segment of customers who have made a purchase in the last 30 days. Which Customer Insights capability should they use?

Accepted Answer

Segmentation. Segmentation allows creating dynamic segments based on conditions. Option A is correct because segmentation is the feature for grouping customers.

Answer

Predictive scoring

Answer

Data unification

Answer

Measures

Question 7

A company wants to use Customer Insights to identify customers who are likely to respond to a new product campaign. Which feature should they use?

Accepted Answer

Predictive scoring. Predictive scoring in Dynamics 365 Customer Insights uses machine learning models to analyze historical customer data and engagement patterns, assigning a score that predicts the likelihood of a specific outcome—such as responding to a new product campaign. This directly matches the company's goal of identifying high-propensity customers for targeted outreach.

Answer

Enrichment

Answer

Measures

Answer

Segmentation

Question 8

An administrator notices that Customer Insights data is not refreshing as scheduled. What should they check first?

Accepted Answer

Data source refresh settings. Data sources and refresh schedules are the most common cause of refresh issues. Option C is correct because verifying the data source refresh settings is the first step.

Answer

Unification rules

Answer

Enrichment providers

Answer

Segment definitions

Question 9

Which TWO capabilities are part of Dynamics 365 Customer Insights? (Choose two.)

Accepted Answer

Predictive scoring. Predictive scoring is a core capability of Dynamics 365 Customer Insights that uses AI and machine learning models to assign scores to customer profiles based on their likelihood to perform a specific action, such as churn or purchase. This enables businesses to prioritize engagement and personalize marketing efforts based on predicted behaviors.

Answer

Case management

Answer

Invoice processing

Answer

Email marketing

Question 10

Which THREE are benefits of using Dynamics 365 Customer Insights? (Choose three.)

Accepted Answer

AI-driven insights. Option A is correct because Dynamics 365 Customer Insights leverages AI-driven insights to analyze customer data and predict behaviors, such as churn risk or next best action, using built-in machine learning models. This enables businesses to proactively engage customers based on data-driven predictions rather than reactive measures.

Answer

Inventory management

Answer

Automated invoice generation

Question 11

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

Accepted Answer

Third-party data providers. Option B is correct because 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.

Answer

SharePoint document libraries

Answer

Power BI dashboards

Answer

Finance and Operations general ledger

Question 12

Refer to the exhibit. A Customer Insights data engineer is configuring data unification for a POS system. What is the purpose of the 'matchConditions' in this JSON?

Accepted Answer

To identify records that refer to the same customer. Match conditions define how records from different data sources are matched for unification. Option C is correct because it identifies records that refer to the same customer.

Answer

To filter out incomplete transactions

Answer

To set the refresh schedule for the data source

Answer

To define the schema of the target entity

Question 13

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.

Answer

The maximum transaction amount

Answer

The count of transactions after 2025

Answer

The average transaction amount

Question 14

Refer to the exhibit. A Customer Insights administrator creates a segment for high-value customers. Which customers will be included in this segment?

Accepted Answer

Customers with a CLV greater than 1000. Option B is correct because the segment is defined as 'high-value customers,' and the rule shown in the exhibit filters for customers where Customer Lifetime Value (CLV) is greater than 1000. In Dynamics 365 Customer Insights, segments are built using conditions that evaluate numeric attributes, and the 'greater than' operator includes only records where the value exceeds the specified threshold.

Answer

All customers

Answer

Customers with a CLV of exactly 1000

Answer

Customers with a CLV less than 1000

Question 15

A retail company wants to unify customer data from their e-commerce platform, loyalty program, and in-store POS system to create a single customer view. Which Dynamics 365 tool should they use?

Accepted Answer

Dynamics 365 Customer Insights - Data. Option B is correct because Dynamics 365 Customer Insights - Data is specifically designed to unify customer data from multiple sources into a single customer profile. Option A is wrong because Customer Voice is for surveys. Option C is wrong because Sales is for managing sales processes. Option D is wrong because Customer Service is for customer support.

Answer

Dynamics 365 Customer Service

Answer

Dynamics 365 Sales

Answer

Dynamics 365 Customer Voice