MB-910 Hard Questions — 25 Difficult Questions

Question 1

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?

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

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

Answer

Use Power BI to visualize the CLV scores

Answer

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

Question 2

Refer to the exhibit. A customer service administrator configures the SLA JSON shown. What is the likely outcome when a case is created?

Accepted Answer

SLA is applied and will fail if the case is not set to 'In Progress' within 60 minutes. The SLA JSON defines a failure condition that checks if the case status is not set to 'In Progress' within 60 minutes. If the case is not updated to 'In Progress' within that time, the SLA fails. The SLA is applied when the case is created, and the failure action triggers if the condition is met.

Answer

SLA is applied and will succeed once the case is resolved

Answer

SLA is applied and will succeed automatically after 60 minutes

Answer

No SLA is applied because actionUrl is missing

Question 3

Refer to the exhibit. An administrator configured lead qualification settings in Dynamics 365 Sales. When a lead is qualified, what records are automatically created?

Accepted Answer

Account, Contact, and Opportunity. The exhibit shows 'createAccountForQualifiedLead', 'createContactForQualifiedLead', and 'createOpportunityForQualifiedLead' all set to true, meaning Account, Contact, and Opportunity are automatically created when a lead is qualified. Option A is wrong because it includes Account and Contact but omits Opportunity. Option C is wrong because it includes Lead (which is the source record, not a new record), Contact, and Opportunity but omits Account. Option D is wrong because it includes Account and Opportunity but omits Contact.

Answer

Account and Contact only

Answer

Lead, Contact, and Opportunity

Answer

Account and Opportunity only

Question 4

A retail company uses Dynamics 365 Customer Insights - Data. They have multiple data sources: online transactions, loyalty program, and social media. They need to create a unified customer profile that resolves identities across these sources. Which process in Customer Insights should they configure to achieve this?

Accepted Answer

Data unification. Data unification in Dynamics 365 Customer Insights - Data is the process that matches and merges customer records from multiple data sources (online transactions, loyalty program, social media) into a single, unified customer profile. It resolves identity conflicts by using matching rules and deduplication to link records belonging to the same individual across disparate systems, enabling a 360-degree view of the customer.

Answer

Measures

Answer

Data transformation

Answer

Enrichment

Question 5

A sales team uses a custom entity 'Project' that has a lookup to 'Opportunity'. They want to see all Projects linked to an Opportunity in the Opportunity's timeline. What must you configure?

Accepted Answer

Set up timeline control on the opportunity form to include the Project entity. The timeline control in Dynamics 365 Sales automatically aggregates activities and notes from related entities, including custom entities with a lookup to the record. By configuring the timeline control on the Opportunity form to include the 'Project' entity, the system will display all Project records linked to that Opportunity directly in the timeline, without requiring additional development or manual configuration.

Answer

Add a subgrid of Projects on the opportunity form

Answer

Enable auto capture for the Project entity

Answer

Create a Power Automate flow to post project updates to the timeline

Question 6

A company uses Dynamics 365 Sales to manage its sales pipeline. The sales manager notices that several opportunities are stuck in the 'Proposal' stage for longer than expected. The manager wants to automatically notify the opportunity owner when an opportunity has been in the 'Proposal' stage for more than 10 days. What is the most efficient way to achieve this?

Accepted Answer

Create a workflow that triggers when stage duration exceeds 10 days.. Dynamics 365 Sales includes classic workflows that can be configured to trigger when a stage duration exceeds a specified threshold. This approach is native to the platform, requires no external licensing, and runs server-side without user intervention, making it the most efficient solution for automatically notifying the opportunity owner.

Answer

Use a Power Automate flow to monitor stage duration.

Answer

Create an SLA (Service Level Agreement) for the 'Proposal' stage.

Answer

Configure the Relationship Assistant to show a reminder.

Question 7

Based on the exhibit, when will this flow trigger?

Accepted Answer

When an opportunity is closed as Won. The flow trigger is set to 'When an opportunity is closed as Won' because the exhibit shows the trigger condition 'When an opportunity is closed as Won' selected in the Power Automate trigger configuration. This means the flow will only execute when an opportunity's status is updated to 'Won' in Dynamics 365 Sales, not on creation, reopening, or loss.

Answer

When any opportunity is created

Answer

When an opportunity is reopened

Answer

When an opportunity is lost

Question 8

The exhibit shows a configuration for predictive scoring. A sales rep notices that opportunities with very high estimated values are always scored highest regardless of low probability. What is the most likely cause?

Accepted Answer

The estimatedvalue weight of 0.4 overemphasizes revenue. The estimatedvalue weight of 0.4 is the highest single weight in the predictive scoring model, causing revenue to dominate the score. Even when probability is low, the high estimated value overrides other factors, leading to opportunities with very high estimated values always scoring highest. This imbalance means the model is not properly normalizing the influence of revenue versus likelihood of close.

Answer

The normalization method is incorrect

Answer

The createdon weight of 0.2 is too high

Answer

The probability weight is too low

Question 9

A sales team is struggling with low conversion rates from leads to opportunities. They want to use historical data to identify which lead attributes are most predictive of conversion. Which feature should they use?

Accepted Answer

Predictive Lead Scoring. Predictive Lead Scoring (B) uses historical data and machine learning to analyze lead attributes (e.g., industry, company size, engagement) and calculate a score indicating the likelihood of conversion. This directly addresses the need to identify which attributes are most predictive, enabling the sales team to prioritize high-potential leads.

Answer

Lead Management

Answer

Sales Sequence Designer

Answer

Relationship Intelligence

Question 10

A company uses Customer Insights to manage customer data. They want to ensure compliance with GDPR by allowing customers to request deletion of their data. What is the recommended approach?

Accepted Answer

Use the 'Delete data' option in Customer Insights admin portal. Customer Insights provides a built-in 'Delete data' option in the admin portal that allows administrators to delete all data for a specific customer profile, including associated activities and relationships, to comply with GDPR deletion requests. This feature ensures that the deletion is performed within the Customer Insights data store, which is the primary system of record for unified customer profiles, without requiring changes to source systems or retention policies.

Answer

Change the data retention policy to zero days

Answer

Reconfigure Data sources to exclude the customer

Answer

Manually delete records from the source systems

Question 11

A company uses Dynamics 365 Customer Service and wants to ensure that premium customers get priority support. Which TWO configurations should they use?

Accepted Answer

Define entitlements for premium customers. Option A is correct because entitlements in Dynamics 365 Customer Service define the specific terms of support a customer is entitled to, such as the number of support cases, support channels, and the products or services covered, allowing the company to formally designate and enforce premium support terms for premium customers. Option B is correct because routing rules (used with unified routing or queue-based routing) evaluate case attributes and can direct cases originating from premium customers to a dedicated queue, ensuring those cases are handled by the appropriate support tier with priority. Option C is not correct because SLAs with shorter response times define service-level targets and KPIs but do not by themselves identify or prioritize premium customers; they must be paired with entitlement or routing logic to apply selectively. Option D is not correct because simply creating a separate queue for premium customers does not automatically route premium cases into it or enforce priority handling; routing rules are required to direct cases there. Option E is not correct because enabling Copilot provides AI assistance to agents and does not establish premium customer prioritization or support entitlements.

Answer

Set up SLAs with shorter response times

Answer

Create a separate queue for premium customers

Answer

Enable Copilot for premium customers

Question 12

A company uses Dynamics 365 Sales to manage its sales process. The team wants to automatically create follow-up tasks for sales representatives when an opportunity reaches the 'Proposal' stage. The tasks should be assigned to the opportunity owner and due in 3 days. What is the best approach to achieve this?

Accepted Answer

Create a Power Automate flow triggered when the opportunity stage changes to 'Proposal'. Power Automate provides the most flexible and direct way to automatically create a follow-up task when an opportunity stage changes to 'Proposal'. It can be triggered by the 'When a stage changes' Dataverse connector, then create a task record assigned to the opportunity owner with a due date calculated as 3 days from the trigger time. This approach does not require manual intervention or form customization and fully automates the business requirement.

Answer

Modify the business process flow to include a task step

Answer

Configure an email template to be sent when the stage changes

Answer

Use a stage-specific form to display a task subgrid

Question 13

Which TWO of the following are essential components of a Dynamics 365 Field Service implementation for a company that wants to use resource scheduling optimization? (Select TWO.)

Accepted Answer

Resource Scheduling Optimization. Resource Scheduling Optimization (RSO) is an add-in that automatically schedules work orders to the most appropriate resources, so option D, Resource Scheduling Optimization, is essential because it is the actual optimization engine being implemented. Option E, Bookable Resources, is also essential because RSO can only schedule resources that are configured as bookable (for example, users, crews, or equipment with the proper bookable resource settings and characteristics), and without them there is nothing for the optimizer to assign. The Field Service mobile app (A) is useful for technicians to view and complete work but is not required for RSO to run. A customer self-service portal (B) and IoT devices (C) can enhance Field Service scenarios such as intake or predictive maintenance, but neither is a prerequisite for resource scheduling optimization.

Answer

Field Service mobile app

Answer

Customer self-service portal

Answer

IoT devices

Question 14

A marketing team wants to create a customer journey that sends different emails based on whether a lead opened a previous email. Which feature should they use?

Accepted Answer

Customer Journey. Dynamics 365 Marketing customer journeys support triggers based on email opens. Segments are for static lists, not dynamic triggers. Power Automate can be used but is not the primary tool for marketing journeys. Copilot provides AI assistance but not journey logic.

Answer

Segment

Answer

Power Automate

Answer

Copilot in Marketing

Question 15

A sales organization wants to use AI to evaluate historical data and predict which opportunities are most likely to close. Which feature should they implement?

Accepted Answer

Predictive opportunity scoring. Predictive opportunity scoring uses AI to score opportunities based on historical data. Predictive lead scoring is for leads. Relationship analytics analyzes communication. Sequence is a process. Sales accelerator prioritizes leads.

Answer

Sales accelerator

Answer

Predictive lead scoring

Answer

Relationship analytics

Question 16

A field service organization uses Dynamics 365 Field Service. They want to automatically generate work orders from incoming customer emails that describe equipment issues. The emails contain unstructured text, and the organization wants to extract key details such as equipment ID and issue description to populate the work order. Which feature should they use?

Accepted Answer

Power Automate with AI Builder. Power Automate with AI Builder is the correct solution because it can monitor incoming emails, use AI Builder's text recognition to extract structured data from unstructured content, and then create work orders in Dynamics 365 Field Service. This combination provides the automation and intelligence needed to convert emails into actionable work orders.

Answer

Field Service mobile app

Answer

Connected Field Service

Answer

Universal Resource Scheduling

Question 17

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

Answer

Create a static segment based on past churn behavior

Answer

Add enrichment data from external demographics

Question 18

A marketing team uses Dynamics 365 Customer Insights to create segments for targeted campaigns. They have a segment of 'High Value Customers' defined as those with a lifetime value in the top 20%. After a recent campaign, they want to evaluate the return on investment (ROI) for this segment. Which feature should they use to measure the campaign's impact on these customers?

Accepted Answer

Use the built-in measures and analytics to compare segment performance before and after the campaign. Dynamics 365 Customer Insights provides built-in measures and analytics that allow you to compare key performance indicators (KPIs) for a segment before and after a campaign. This directly enables ROI calculation by measuring changes in metrics like revenue or engagement specifically for the 'High Value Customers' segment, without needing external data ingestion or predictive models.

Answer

Ingest campaign interaction data from external sources

Answer

Enrich profiles with demographic data

Answer

Build a churn prediction model

Question 19

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

Accepted Answer

Summarize a case conversation for a handoff.. 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 20

Refer to the exhibit. A customer service manager wants to ensure that agents can receive suggested responses to customer messages. However, the feature is not appearing in the agent interface. What is the most likely reason?

Accepted Answer

The environment is not provisioned with Copilot for Service licenses. The exhibit shows that the 'suggestedResponse' setting is enabled. However, the provisioning properties (maxMonthlyConversations and capacityType) indicate standard capacity, not Copilot for Service add-on. Suggested responses require Copilot for Service licenses to be provisioned in the environment. Without those licenses, the feature will not appear in the agent interface regardless of the setting being enabled. Therefore, the most likely reason is that the environment lacks Copilot for Service licenses (Option B). Options A and D are incorrect: aiSummaryGeneration does not override suggested responses, and the setting is enabled. Option C is incorrect because the location (eastus) supports suggested responses.

Answer

The 'aiSummaryGeneration' setting is overriding suggested responses

Answer

The location 'eastus' does not support suggested responses

Answer

The 'suggestedResponse' setting is disabled