MB-910 Describe Dynamics 365 Customer Insights Practice Test 8 — 15 Questions

Question 1

A marketing team at a manufacturing company uses Dynamics 365 Customer Insights to target customers with personalized offers. They notice that the same customer receives multiple identical emails because the system treats each interaction as a separate profile. Which configuration step should they prioritize to resolve this issue?

Accepted Answer

Configure match rules to merge duplicate customer profiles. Option B is correct because duplicate customer profiles cause the same person to receive multiple identical emails. Configuring match rules in Dynamics 365 Customer Insights allows the system to identify and merge duplicate profiles based on attributes like email or name, ensuring a single unified customer view and preventing redundant communications.

Answer

Create new measures to track email engagement

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Verify that all data sources are correctly connected

Answer

Add more enrichment data to improve profile completeness

Question 2

A financial services company uses Dynamics 365 Customer Insights to generate a 360-degree view of customers. They want to use AI to predict which customers are likely to churn in the next 30 days. What should they configure?

Accepted Answer

Enable the churn prediction model in the AI insights module. The churn prediction model in the AI insights module is the correct configuration because Dynamics 365 Customer Insights provides prebuilt AI models, including a churn prediction model, that analyze customer data (e.g., interactions, transactions, and engagement) to predict which customers are likely to churn within a specified time frame, such as 30 days. This model uses machine learning to identify patterns and assign a churn score, enabling proactive retention efforts.

Answer

Define a measure to calculate average transaction amount

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Create a static segment based on past churn behavior

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Add enrichment data from external demographics

Question 3

A non-profit organization wants to use Dynamics 365 Customer Insights to better understand donor behavior. They have data from their fundraising platform, email marketing system, and event management software. Which entity should they use to establish relationships between donors and their donations?

Accepted Answer

Customer activities. In Dynamics 365 Customer Insights, the 'Customer activities' entity is specifically designed to store and manage interactions between a customer (donor) and the organization, such as donations, email opens, or event attendance. By unifying these activities under a common schema with a customer ID, you can establish relationships between donors and their donations, enabling analysis of donor behavior over time.

Answer

Enrichment

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Measures

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Segments

Question 4

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.

Answer

Enrichment with third-party data

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Create a measure for customer lifetime value

Answer

Segmentation with dynamic membership

Question 5

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. Option D is correct because Customer Insights can integrate with real-time marketing to trigger actions based on predictions. Option A is wrong because Power BI is for reporting, not real-time actions. Option B is wrong because Power Automate can be used but the question asks for the most appropriate integration - real-time marketing is designed for such triggers. Option C is wrong because enrichment adds data, not actions.

Answer

Enrichment from Azure Data Lake

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Power Automate to send email

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Power BI embedded reports

Question 6

A small business wants to unify customer data from their online store, email list, and social media interactions using Dynamics 365 Customer Insights. They have limited technical resources. What is the recommended first step?

Accepted Answer

Ingest data from their existing sources and configure match rules. Option B is correct because starting with data unification (matching and merging) from existing sources is the foundational step. Option A is wrong because enrichment is optional after unification. Option C is wrong because measures are built after profiles are unified. Option D is wrong because segments are created after unification.

Answer

Build segments based on customer location

Answer

Create measures to calculate key performance indicators

Answer

Enrich profiles with demographic data from a third-party provider

Question 7

A healthcare provider uses Dynamics 365 Customer Insights to manage patient profiles. They need to ensure that only authorized users can access sensitive health information. Which feature should they configure?

Accepted Answer

Role-based access control (RBAC). Role-based access control (RBAC) in Dynamics 365 Customer Insights allows administrators to assign specific permissions (e.g., read, write, delete) to users based on their roles, ensuring that only authorized personnel can access sensitive health information. This is the primary mechanism for securing patient data and complying with regulations like HIPAA.

Answer

Enrichment with external data

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Match rules for deduplication

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Data source connections

Question 8

A large enterprise uses Dynamics 365 Customer Insights to manage customer data from multiple subsidiaries. They want to ensure that each subsidiary can only see their own customer data but the corporate team can see all data. What is the best approach?

Accepted Answer

Create separate data partitions within Customer Insights and assign access permissions accordingly. Data partitions in Dynamics 365 Customer Insights allow you to logically separate data from different sources (e.g., subsidiaries) within a single environment. By assigning role-based access permissions to each partition, you ensure that subsidiary users can only view their own partition data, while corporate users with broader permissions can access all partitions. This is the designed mechanism for multi-tenant or multi-business-unit data isolation without duplicating infrastructure.

Answer

Create separate segments for each subsidiary

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Apply enrichment filters to hide data

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Use match rules to keep data separate

Question 9

Which TWO activities are part of the data unification process in Dynamics 365 Customer Insights?

Accepted Answer

Configuring match rules to identify duplicates. Option B is correct because configuring match rules is a core step in the data unification process in Dynamics 365 Customer Insights. Match rules define the conditions (e.g., fuzzy matching on email or phone) used to identify duplicate customer records across source systems, enabling deduplication and merging into a single unified profile. This is distinct from segmentation or enrichment, which occur after unification.

Answer

Creating segments based on customer attributes

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Defining measures for customer metrics

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Enriching profiles with external data

Question 10

Which THREE are capabilities of Dynamics 365 Customer Insights?

Accepted Answer

Unified customer profile from multiple data sources. Option C is correct because Dynamics 365 Customer Insights is a customer data platform (CDP) that ingests data from multiple sources—such as transactional systems, web interactions, and CRM—to create a unified customer profile. This profile consolidates disparate data into a single, 360-degree view of each customer, enabling personalized engagement and analytics.

Answer

Customer service case management

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Email campaign creation and sending

Question 11

Which TWO are best practices when configuring match rules in Dynamics 55 Customer Insights?

Accepted Answer

Combine exact and fuzzy matching for better coverage. Option B is correct because combining exact and fuzzy matching in Dynamics 365 Customer Insights allows the system to identify both identical records (exact match) and near-duplicates with minor variations like typos or abbreviations (fuzzy match), improving deduplication coverage without sacrificing precision. This hybrid approach is a best practice to balance accuracy and recall when configuring match rules.

Answer

Use only exact matching to ensure no false positives

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Create as many match rules as possible to capture all duplicates

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Disable deduplication for high-volume data sources

Question 12

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 profile. Which Dynamics 365 Customer Insights capability should they use?

Accepted Answer

Data unification. Data unification is the correct capability because it is specifically designed to reconcile and merge customer records from disparate data sources—such as e-commerce platforms, loyalty programs, and POS systems—into a single, unified customer profile. This process uses matching rules, deduplication, and conflict resolution to create a 360-degree view of each customer, which is the core requirement described in the question.

Answer

Power BI integration

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Marketing segmentation

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Customer Voice

Question 13

A company wants to predict which customers are likely to churn in the next 30 days using historical data and AI. Which feature in Dynamics 365 Customer Insights should they use?

Accepted Answer

Predictions. The Predictions feature in Dynamics 365 Customer Insights uses prebuilt AI models to analyze historical customer data and calculate churn probability scores for a specified future period, such as the next 30 days. This directly addresses the requirement to predict which customers are likely to churn, as it leverages machine learning to identify patterns and generate actionable insights without requiring custom model building.

Answer

Segmentation

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Measures

Answer

Copilot

Question 14

A marketing team wants to send personalized email campaigns based on customer lifetime value (CLV) scores. They have already built a CLV prediction model in Customer Insights. What is the next step to use these scores in a marketing campaign?

Accepted Answer

Create a segment based on the CLV prediction in Customer Insights. In Dynamics 365 Customer Insights, predictions like CLV are stored as data entities. To use them in a marketing campaign, you must first create a segment that filters customers based on the CLV prediction score. This segment can then be exported or used directly in Dynamics 365 Marketing journeys. Option A is correct because segments are the bridge between Customer Insights data and Marketing campaign targeting.

Answer

Use the prediction directly in a Marketing journey

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Use Power BI to visualize the CLV scores

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Export the CLV scores to Excel and import into Dynamics 365 Marketing

Question 15

A company has multiple source systems with different customer IDs. They want to create a unified customer profile that links these IDs. Which entity in Customer Insights represents the unified customer?

Accepted Answer

Customer entity. The Customer entity in Dynamics 365 Customer Insights is the unified profile that merges records from multiple source systems using different customer IDs. It is the result of the data unification process, which matches and merges duplicate records into a single, comprehensive view of each customer. This entity is specifically designed to represent the unified customer profile, making it the correct answer.

Answer

Unified Activity entity

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Contact entity

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Profile entity