MB-910 Timed Practice Test 2 — 10 Questions

Question 1

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 2

A company wants to use Dynamics 365 Customer Insights to create a unified customer profile. The data sources include a CRM system, a loyalty program database, and web analytics. What is the first step they should take?

Accepted Answer

Configure data sources and ingest data. In Dynamics 365 Customer Insights, the first step to creating a unified customer profile is to configure data sources and ingest data. Without data ingestion, there is no customer data to unify, segment, or analyze. This foundational step connects the CRM system, loyalty program database, and web analytics to the platform, enabling subsequent unification and segmentation.

Answer

Define unification rules

Answer

Set up connections to Power BI

Answer

Create a customer segment

Question 3

A company using Dynamics 365 Customer Insights notices that the unified customer profiles show duplicate records for some customers. They have already configured matching rules. What should they do to resolve the duplicate records that are not being merged?

Accepted Answer

Review and refine the matching rules, and use the merge conflicts resolution feature. If duplicates remain, adjusting matching rules or using manual merge helps. Option C is correct. Option A is unrelated. Option B deletes data without resolution. Option D is too drastic.

Answer

Disable data unification and start over

Answer

Delete duplicate records manually in the source systems

Answer

Re-ingest all data from source systems

Question 4

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 5

A marketing team notices that a segment based on 'high-value customers' returns fewer records than expected. The segment criteria include 'Total Purchase Amount > $500' and 'Last Purchase Date within 90 days'. The data source is updated nightly. What is the most likely cause?

Accepted Answer

The segment was not refreshed after data update. The segment criteria are evaluated against the data at the time the segment is created or last refreshed. Since the data source updates nightly, the segment must be manually or automatically refreshed to incorporate the new data. If the segment was not refreshed after the nightly update, it would still reflect the older, smaller dataset, resulting in fewer records than expected.

Answer

The data source credentials are expired

Answer

The segment includes too many conditions

Answer

The customer profiles are not unified

Question 6

A work order requires a specific part that is currently out of stock in the warehouse. What should the scheduler do to ensure the part is available before assigning a technician?

Accepted Answer

Create a purchase order from the work order to procure the part. Option B is correct because Dynamics 365 Field Service allows schedulers to create a purchase order directly from a work order when a required part is out of stock. This ensures the part is procured and available before a technician is assigned, preventing delays and incomplete service calls.

Answer

Change the work order type to 'Service'

Answer

Run Resource Scheduling Optimization

Answer

Close the work order and reopen it later

Question 7

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 8

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 9

A field service organization wants to streamline scheduling of work orders. Which TWO capabilities of Dynamics 365 Field Service can help optimize scheduling?

Accepted Answer

Resource Scheduling Optimization (RSO). Resource Scheduling Optimization (RSO) uses machine learning and predefined optimization goals to automatically assign work orders to the most appropriate resources, considering factors like skills, location, and availability. This directly streamlines scheduling by reducing manual effort and improving resource utilization.

Answer

Field Service Mobile App

Answer

Connected Field Service

Answer

Inventory Management

Question 10

A customer service manager needs to create a unified view of all customer interactions across email, chat, and phone. Which Dynamics 365 Customer Service capability should they use?

Accepted Answer

Omnichannel for Customer Service. Option C is correct because the Omnichannel for Customer Service provides a unified agent experience across channels. Option A is for self-service portals. Option B is for knowledge management. Option D is for case management.

Answer

Case Management

Answer

Knowledge Base

Answer

Customer Service Portal