MB-910 Multiple Select — 20 Questions

Question 1

A company uses Dynamics 365 Customer Insights - Data to manage customer data. Which TWO features are part of Customer Insights - Data? (Select TWO.)

Accepted Answer

Data unification. Data unification is a core feature of Dynamics 365 Customer Insights - Data that allows you to ingest data from multiple sources, map fields, and merge duplicate records into a single, unified customer profile. This process uses matching rules and deduplication logic to create a 360-degree view of each customer, which is essential for downstream analytics and segmentation.

Answer

Event management

Answer

Email marketing

Answer

Journey orchestration

Question 2

A company is implementing Dynamics 365 Customer Service. Which THREE features are available out-of-the-box to improve agent productivity?

Accepted Answer

Case management. Case management is a core out-of-the-box feature in Dynamics 365 Customer Service that enables agents to create, track, and resolve customer issues efficiently. It provides a structured workflow for handling cases, including automatic case creation from emails, case routing, and resolution tracking, which directly improves agent productivity by reducing manual effort and ensuring consistent handling.

Answer

Omnichannel for Customer Service

Answer

Automated machine learning

Question 3

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 4

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

Accepted Answer

Configuring match rules to identify duplicates. 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

Answer

Defining measures for customer metrics

Answer

Enriching profiles with external data

Question 5

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 6

Which THREE outputs can be generated using Dynamics 365 Customer Insights?

Accepted Answer

Measures and KPIs. Dynamics 365 Customer Insights is a customer data platform whose core capabilities include unifying customer profiles and then deriving analytical and activation outputs from that unified data. Option A (Measures and KPIs) is correct because Customer Insights lets you define and calculate business measures and KPIs over unified customer profiles to track metrics such as lifetime value or engagement. Option D (Customer segments) is correct because the platform's segmentation engine builds customer segments from unified profiles and measures, which can then be exported or activated to downstream systems. Option E (Predictive models) is correct because Customer Insights includes AI-driven predictive capabilities (for example, churn prediction and customer lifetime value prediction) that produce model-based scores on customer profiles. Option B (Invoice documents) is not correct because invoice generation is a transactional finance function handled by Dynamics 365 Finance or Business Central, not by Customer Insights. Option C (Purchase orders) is likewise not correct because purchase order creation belongs to procurement/ERP functionality in Dynamics 365 Supply Chain Management or Finance, not to the Customer Insights customer data platform.

Answer

Invoice documents

Answer

Purchase orders

Question 7

Which TWO types of activities can be tracked in Dynamics 365 Customer Service? (Select two.)

Accepted Answer

Phone calls. In Dynamics 365 Customer Service, activities represent customer interactions, and Phone Call (option A) is a core activity type used to log inbound and outbound calls, including subject, direction, phone number, and duration. Email (option E) is likewise a standard activity entity used to track email messages exchanged with customers, with fields for sender, recipients, and regarding record. Both A and E are out-of-the-box activity types available on the Activities grid and timeline in Customer Service. Option B (Inventory adjustments) is an inventory/Supply Chain Management transaction, not a customer interaction activity. Option C (Campaign responses) belongs to marketing campaign functionality rather than the activity types tracked in Customer Service. Option D (Invoice payments) is a financial transaction recorded in Finance/Accounting, not an activity entity.

Answer

Inventory adjustments

Answer

Campaign responses

Answer

Invoice payments

Question 8

Which TWO scenarios are best suited for Dynamics 365 Field Service integration with Azure IoT Hub? (Choose two.)

Accepted Answer

Predictive maintenance of industrial equipment. Option A is correct because Azure IoT Hub ingests telemetry from sensors on industrial equipment, and Dynamics 365 Field Service can use that data with predictive maintenance models to schedule service before failures occur. Option D is correct because IoT Hub device alerts can trigger automated workflows that create work orders in Field Service, enabling rapid response to equipment issues. Option B is not correct because customer feedback collection is typically handled through surveys or customer voice tools, not IoT Hub integration. Option C is not correct because mixed reality technician training is delivered through tools like Dynamics 365 Guides, not Azure IoT Hub. Option E is not correct because sales lead generation from service visits is a CRM/marketing scenario, not an IoT-driven Field Service integration.

Answer

Collect customer feedback after service

Answer

Training technicians using mixed reality

Answer

Generate sales leads from service visits

Question 9

A global enterprise wants to use Dynamics 365 Customer Insights to create a 360-degree customer view. They have data from Dynamics 365 Sales, Dynamics 365 Customer Service, and external loyalty systems. They also need to comply with GDPR and CCPA. Which THREE capabilities should they prioritize?

Accepted Answer

Use AI to create predictive segments and measure customer lifetime value. Option D is correct because Customer Insights unifies data through connectors and ingestion pipelines that pull from Dynamics 365 (Sales, Customer Service), external loyalty systems, and third-party sources to build the unified customer profile that underpins a 360-degree view. Option A is correct because Customer Insights uses AI and machine learning to generate predictive segments (such as churn or high-value predictions) and to calculate measures like customer lifetime value, which are core to deriving insight from the unified profiles. Option E is correct because Customer Insights provides built-in privacy and compliance capabilities aligned with GDPR and CCPA, including consent management, data subject requests, and data retention controls, which the scenario explicitly requires. Option B is not part of Customer Insights' capabilities; real-time chat is a Customer Service (Omnichannel) feature, not a data unification/insights function. Option C is also out of scope; LinkedIn lead generation automation belongs to Dynamics 365 Sales or marketing tools, not to Customer Insights' data unification and analytics purpose.

Answer

Provide real-time chat support to customers

Answer

Automate LinkedIn lead generation campaigns

Question 10

Which TWO features are included in Dynamics 365 Field Service mobile app? (Choose 2)

Accepted Answer

Offline access to work orders. Option D is correct because the Dynamics 365 Field Service mobile app is built on the Power Apps mobile platform and includes offline capabilities that let technicians download and view assigned work orders, service tasks, and related data when they have no internet connection, syncing changes once connectivity returns. Option E is correct because the mobile app provides barcode scanning functionality that technicians use to scan inventory items, parts, and assets, enabling accurate consumption, returns, and stock updates directly from the field. Option A is not included in the mobile app; Resource Scheduling Optimization is a separate back-office scheduling add-in configured in the web application that automatically optimizes technician assignments. Option B is not part of the Field Service mobile app; the customer self-service portal is a separate Power Apps portal solution for customers to submit and track requests. Option C is not a mobile app feature; IoT alert configuration and processing are handled through the Connected Field Service web experience and Azure IoT integration, not the technician mobile app.

Answer

Resource scheduling optimization

Answer

Customer self-service portal

Answer

IoT alert configuration

Question 11

Which TWO options are benefits of using the Dynamics 365 Sales mobile app?

Accepted Answer

Role-based tailored experiences for sales representatives. Option C is correct because the Dynamics 365 Sales mobile app delivers role-based tailored experiences, surfacing the entities, views, and dashboards most relevant to each sales role (for example, sellers see their accounts, opportunities, and activities rather than the full administrative sitemap). Option D is correct because the mobile app supports offline access to relevant sales data, letting sellers view and work with records such as accounts, contacts, and activities when disconnected, with changes synced back when connectivity returns. Options A, B, and E are not benefits of the mobile app: it does not expose all custom entities and fields without limitations, it does not automatically synchronize data with external CRM systems (integration requires configured connectors or APIs), and it does not provide full administrative capabilities for system configuration, which remain in the web/model-driven admin experience.

Answer

Access to all custom entities and fields without limitations

Answer

Automatic data synchronization with external CRM systems

Answer

Full administrative capabilities for system configuration

Question 12

Which THREE components are part of the Dynamics 365 Customer Service hub?

Accepted Answer

Service Level Agreement (SLA) management. The Dynamics 365 Customer Service hub is built around the core service capabilities delivered through the Customer Service workspace and related apps. Option C (Service Level Agreement (SLA) management) is correct because SLAs are a native Customer Service feature used to define KPIs, warning and failure times, and apply them to cases and work orders. Option D (Knowledge management) is correct because the Customer Service hub includes knowledge articles, knowledge search, and the ability to link articles to cases for agent assistance. Option E (Case management) is correct because cases are the central entity of the Customer Service hub, including case creation, routing, queues, and resolution. Options A (Sales forecasting) and B (Marketing lists) are not part of the Customer Service hub; sales forecasting belongs to Dynamics 365 Sales, and marketing lists belong to Dynamics 365 Marketing/customer engagement marketing functionality.

Answer

Sales forecasting

Answer

Marketing lists

Question 13

Which THREE are prerequisites for setting up Customer Insights predictions? (Choose three.)

Accepted Answer

Unified customer profiles. Unified customer profiles (Option A) are a prerequisite for Customer Insights predictions because predictions rely on a consolidated, single view of each customer derived from multiple data sources. Without unified profiles, the AI models cannot accurately associate behaviors, transactions, and attributes to individual customers, which is essential for generating reliable predictions like churn or purchase likelihood.

Answer

External data enrichment

Answer

Real-time data streaming

Question 14

Which THREE features are available in Dynamics 365 Customer Service? (Choose THREE.)

Accepted Answer

Unified Routing. Unified Routing is a core feature in Dynamics 365 Customer Service that intelligently distributes incoming work items (cases, chats, messages) to the most appropriate agent or queue based on skills, presence, and capacity. It replaces legacy routing with a modern, rules-based engine that ensures efficient assignment and reduced resolution times.

Answer

Lead Scoring

Answer

Segmentation

Question 15

Which THREE components are essential for setting up an Omnichannel for Customer Service environment?

Accepted Answer

Workstreams. Options A, C, and D are essential: Workstreams define routing, Queues hold conversations, and Channels (like Chat) enable communication. Copilot for Service (B) is an add-on, and Bots (E) are optional.

Answer

Copilot for Service

Answer

Bots

Question 16

Which THREE capabilities are provided by Copilot for Service in Dynamics 365 Customer Service? (Choose three.)

Accepted Answer

Draft email responses. Copilot for Service in Dynamics 365 Customer Service is an AI assistant that helps agents work more efficiently within the case form. Option B (Draft email responses) is correct because Copilot can generate suggested email replies to customers based on the case context and conversation history, which the agent can review and edit before sending. Option C (Case summarization) is correct because Copilot produces concise summaries of long case timelines, conversations, and notes so agents can quickly understand the situation without reading every entry. Option E (Contextual knowledge article suggestions) is correct because Copilot surfaces relevant knowledge articles tied to the case context, helping agents resolve issues faster. Option A (Automatic case routing to agents) is not a Copilot capability; routing is handled by unified routing and workstream rules, not by Copilot. Option D (Real-time sentiment analysis) is not provided by Copilot for Service; sentiment detection is a separate feature associated with sentiment analysis in Omnichannel/agent insights rather than Copilot.

Answer

Automatic case routing to agents

Answer

Real-time sentiment analysis

Question 17

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 18

Which TWO data types are used by Dynamics 365 Sales to calculate a predictive score for an opportunity? (Choose two.)

Accepted Answer

Real-time activity data. Option A (Real-time activity data) is correct because the predictive opportunity scoring model in Dynamics 365 Sales continuously ingests current engagement signals—such as emails, meetings, calls, and other activities—to reflect how actively a buyer is interacting with the opportunity right now. Option E (Historical opportunity data) is correct because the model is trained on your organization's past won/lost opportunities, learning patterns from historical outcomes to determine which open opportunities resemble previously successful deals. Together, these two data types form the core inputs: historical data trains the model, and real-time activity data scores live opportunities against that trained model. Options B, C, and D are not used by the built-in predictive scoring model: product catalog details, social media sentiment, and competitor price lists are not part of the standard data sources the model consumes for opportunity scoring.

Answer

Product catalog details

Answer

Social media sentiment

Answer

Competitor price lists

Question 19

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

Accepted Answer

Draft an email reply to a customer. Option A is correct because Copilot for Service in Dynamics 365 Customer Service can generate a suggested draft email reply to a customer directly within the case, helping agents respond faster with context-aware content. Option E is correct because Copilot can summarize a case history, condensing the case timeline, notes, and interactions into a concise overview for the agent. Option B is not correct because Copilot does not automatically change case status based on sentiment; status changes are governed by business process flows, workflows, or agent action, not by Copilot sentiment analysis. Option C is not correct because SLA KPI instances are created and tracked by the SLA engine based on SLA items and applicability rules, not by Copilot. Option D is not correct because Power BI reports are run through Power BI integration and dashboards, not through Copilot for Service.

Answer

Automatically update case status based on sentiment

Answer

Create a new SLA KPI instance

Answer

Run a Power BI report

Question 20

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

Accepted Answer

Receive AI-suggested next actions. Option A is correct because Sales Insights uses AI to surface recommended next best actions for sellers, such as which customer to contact or which task to prioritize, directly within Dynamics 365 Sales. Option B is correct because the predictive lead scoring capability analyzes historical data to calculate the likelihood that a lead will convert, helping sellers focus on the highest-value opportunities. Option D is correct because relationship health and relationship analytics in Sales Insights use communication patterns and activity data to show the strength and risk of customer relationships. Option C is not a core benefit of Sales Insights, since complex workflow automation is primarily handled by Power Automate or Dynamics 365 workflow tools rather than Sales Insights. Option E is not a Sales Insights benefit, as AI-generated email responses with Copilot belong to Copilot features in Dynamics 365 Sales rather than the Sales Insights analytics and prediction capabilities.

Answer

Automate complex workflows

Answer

Automate email responses with Copilot