MB-910 Describe shared features and Copilot capabilities — 10 Questions

Question 1

A sales manager wants to use Copilot in Dynamics 365 Sales to quickly summarize a long email thread from a customer. The manager finds that Copilot is not generating any summaries. What is the most likely cause?

Accepted Answer

The manager does not have a license that includes Copilot capabilities, such as Dynamics 365 Sales Premium.. Copilot in Dynamics 365 Sales requires a license that includes Copilot capabilities, such as Dynamics 365 Sales Premium or a standalone Copilot for Sales license. Without this license, the Copilot features are not available, so the manager cannot generate summaries. The Sales Professional license does not include Copilot for Sales, which is why the feature is not working.

Answer

The manager's license is Dynamics 365 Sales Professional.

Answer

The browser's pop-up blocker is preventing Copilot from loading.

Answer

The email thread is marked as private in Outlook.

Question 2

A user is configuring a personal view in Dynamics 365 to show only records they own. After saving, the view does not appear in the view selector. What should the user do?

Accepted Answer

Use the 'Save As' option to save the view as a personal view, then publish it.. In Dynamics 365, personal views created using the 'Save' option are saved privately but are not automatically published to appear in the view selector. The user must use the 'Save As' option to explicitly save the view as a personal view, and then publish it to make it visible in the view selector for selection.

Answer

Save the view again with a different name.

Answer

Modify an existing system view instead.

Answer

Ask an administrator to assign the System Customizer role.

Question 3

Which TWO actions can be performed using Copilot in Dynamics 365 Customer Service?

Accepted Answer

Summarize a case conversation for a handoff.. Option A is correct because Copilot in Dynamics 365 Customer Service can summarize a case conversation, including key details and resolution steps, to provide a concise handoff summary for another agent or supervisor. This leverages generative AI to extract relevant information from the conversation history, reducing manual effort and ensuring continuity during case transfers.

Answer

Create a new knowledge article from scratch.

Answer

Update the routing rule for high-priority cases.

Answer

Generate a real-time dashboard of case metrics.

Question 4

Refer to the exhibit. A company has configured a business unit and two teams. A record is owned by a user who is not a member of either team. The record is shared with the Sales Team. Which users will have access to the record?

Accepted Answer

The record owner and user1, user2.. Option C is correct because the record owner always has access to records they own, and the Sales Team has been explicitly granted shared access to the record. Since user1 and user2 are members of the Sales Team, they inherit the shared access. User3 is not a member of the Sales Team and has no other access mechanism, so they cannot see the record.

Answer

All users: owner, user1, user2, user3.

Answer

Only user1 and user2.

Answer

Only the record owner.

Question 5

A company is implementing Dynamics 365 Sales and wants to use Copilot to help sales representatives draft email responses. What is the prerequisite for enabling Copilot?

Accepted Answer

The organization must have a Dynamics 365 Sales Premium license.. Copilot in Dynamics 365 Sales requires a Dynamics 365 Sales Premium license because the AI-powered features, including email draft generation, are part of the premium tier. The Sales Premium license includes the necessary AI capabilities and data governance policies that Copilot relies on to generate contextually relevant email responses from CRM data.

Answer

The organization must have a Power Automate license.

Answer

The organization must purchase a Copilot add-in.

Answer

Each user must be assigned a Copilot license individually.

Question 6

You are a Dynamics 365 administrator for a mid-size manufacturing company. The company uses Dynamics 365 Sales and Customer Service. Recently, the sales team reported that when they try to use Copilot to generate meeting notes, they receive an error message: 'Copilot is not available. Contact your administrator.' The support team, however, can use Copilot to summarize cases without issues. All users have appropriate licenses (Sales Premium for sales, Customer Service Enterprise for support). You verify that the Copilot feature is enabled in the Power Platform admin center. What is the most likely cause of the issue?

Accepted Answer

The 'Sales Copilot' solution is not installed in the environment.. Option C is correct because the 'Sales Copilot' solution is a separate, required component that must be installed in the environment for Copilot to function in Dynamics 365 Sales. Even though Copilot is enabled globally in the Power Platform admin center and sales users have Sales Premium licenses, the missing solution prevents the Copilot feature from initializing in the Sales app. The support team can use Copilot in Customer Service because the 'Copilot for Customer Service' solution is likely installed, highlighting that each app requires its own Copilot solution.

Answer

The sales users do not have the 'System Administrator' role.

Answer

Copilot is disabled for the Sales app in the Power Platform admin center.

Answer

The AI Builder model for Copilot is not published.

Question 7

You are a Dynamics 365 administrator. Which THREE actions can be performed using Copilot capabilities in Dynamics 365?

Accepted Answer

Summarize a customer case history. Option C is correct because Copilot in Dynamics 365 can summarize a customer case history by using generative AI to extract key details from case notes, activities, and related records. This allows support agents to quickly understand the context without manually reading through lengthy histories, improving efficiency and response accuracy.

Answer

Create a Power Automate workflow

Answer

Assign security roles to users

Question 8

Refer to the exhibit. The flow runs but does not send the email for leads with status 'New'. What is the most likely cause?

Accepted Answer

The statuscode value is a string, but the condition expects a number. The condition in the flow expects a number for the statuscode value, but the lead record's statuscode field is stored as a string (e.g., '1' instead of 1). Power Automate uses strict type comparison, so a string '1' does not equal the number 1, causing the condition to evaluate to false and the email action to be skipped.

Answer

The flow is turned off

Answer

The email action is misconfigured

Answer

The flow is not triggered for leads with status 'New'

Question 9

Your organization uses Dynamics 365 Sales. The sales team spends significant time manually entering data and searching for customer information. You want to leverage Copilot to improve productivity. You need to recommend the best initial configuration to enable Copilot features for the sales team. The solution should require minimal custom development and follow Microsoft best practices. Which action should you take?

Accepted Answer

Enable Copilot in the Dynamics 365 environment settings. Enabling Copilot in the Dynamics 365 environment settings is the simplest and best practice approach. It activates built-in AI features like record summarization, email drafting, and Q&A without custom code. Creating custom AI models is unnecessary for standard Copilot capabilities. Power Virtual Agents are for custom chatbots, not integrated Copilot. Disabling Copilot would not help.

Answer

Build a custom chatbot with Power Virtual Agents

Answer

Create a custom AI model using AI Builder

Answer

Disable Copilot to avoid confusion

Question 10

Drag and drop the steps to configure a business process flow in Dynamics 365 into the correct order.