MB-910 Timed Practice Test 4 — 10 Questions

Question 1

A customer calls and is frustrated because their issue has not been resolved. The agent wants to see the full history of interactions with this customer. Where should the agent look?

Accepted Answer

Case timeline. The Case timeline is the correct location because it provides a chronological, unified view of all interactions, communications, and activities related to a specific case, including emails, notes, phone calls, and system events. This allows the agent to quickly understand the full history of the customer's issue without navigating to multiple records.

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Notes section

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Related tab

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Account record timeline

Question 2

Which feature in Dynamics 365 Customer Insights allows you to combine data from multiple sources into a single customer view?

Accepted Answer

Data unification. Data unification in Dynamics 365 Customer Insights is the feature specifically designed to combine data from multiple sources—such as CRM, ERP, and transactional systems—into a single, unified customer profile. It uses matching and merging rules to identify and consolidate records that represent the same customer, resolving duplicates and creating a 360-degree view. This is the core mechanism for achieving a single customer view from disparate data sources.

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Data export

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Data profiling

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Data transformation

Question 3

A marketing team wants to send personalized emails based on a customer's predicted churn risk. Which Customer Insights capability should they use?

Accepted Answer

Predictive models. Predictive models in Customer Insights use machine learning to analyze historical customer data and generate scores like churn risk. This enables the marketing team to automatically identify high-risk customers and trigger personalized email campaigns based on those predictions.

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Data sources

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Data unification

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Segmentation

Question 4

During data unification, a large number of records are marked as 'unmatched'. The administrator wants to reduce this number. What is the best approach?

Accepted Answer

Adjust matching rules to be less strict. Option B is correct because adjusting matching rules to be less strict (e.g., lowering the similarity threshold or using fuzzy matching instead of exact match) allows more records to be considered as duplicates and merged, thereby reducing the number of unmatched records. In Dynamics 365 Customer Insights, matching rules define the conditions under which records from different data sources are considered the same customer profile, and making them less strict increases the recall of the unification process.

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Increase the number of data sources

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Skip the unification step

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Delete the unmatched records

Question 5

Refer to the exhibit. A dispatcher needs to assign this work order to a technician who can service HVAC units in the Downtown territory. The technician must be certified to work on HVAC-001. Which field should the dispatcher check to ensure the technician is certified?

Accepted Answer

Customer Asset. The Customer Asset field (D) is correct because it stores the specific product or equipment (e.g., HVAC-001) that the work order references. In Dynamics 365 Field Service, the technician's certification is linked to the product or asset type via the Bookable Resource Certification entity. By checking the Customer Asset field, the dispatcher can identify the exact asset model (HVAC-001) and then verify that the technician holds a valid certification for that specific product.

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Work Order Type

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Primary Incident

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Service Territory

Question 6

A company wants to offer customers the ability to schedule their own appointments online. Which Dynamics 365 Field Service feature should they use?

Accepted Answer

Customer portal. The Customer portal (D) is the correct feature because it provides a self-service interface where customers can directly schedule appointments online without needing to contact a dispatcher. This aligns with the requirement for customers to manage their own bookings, leveraging Dynamics 365 Field Service's portal capabilities to expose available time slots and trigger scheduling logic.

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Schedule board

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Resource Scheduling Optimization

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Field Service mobile app

Question 7

A technician needs to record the time spent on a work order and the parts used. Which Field Service mobile app feature should the technician use?

Accepted Answer

Field Service mobile app. The Field Service mobile app is the correct tool because it is specifically designed for technicians to record time and materials (parts) against work orders in real time. It integrates directly with Dynamics 365 Field Service to capture actual start/end times and inventory usage, syncing data back to the backend for billing and reporting.

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Customer portal

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Schedule board

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Power Platform admin center

Question 8

Refer to the exhibit. A dispatcher sees that two work orders remain unscheduled after optimization. What should the dispatcher do to resolve the issue for WO-00346?

Accepted Answer

Add the 'Electrical Certification' skill to an existing resource.. Option D is correct because the optimization engine could not schedule WO-00346 due to a missing required skill on available resources. Adding the 'Electrical Certification' skill to an existing resource fills the gap, enabling the engine to assign the work order. This directly addresses the root cause of the scheduling failure.

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Change the service territory to a nearby area.

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Change the work order type to a different category.

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Create a new resource record with the required skill.

Question 9

A company wants to reduce the number of repeat visits by ensuring that technicians have the right parts when they arrive. Which approach should the company use?

Accepted Answer

Set up inventory management to track parts and replenish van stock.. Option B is correct because inventory management in Dynamics 365 Field Service allows organizations to track parts, manage van stock levels, and automatically replenish inventory. This ensures technicians have the required parts on hand before arriving at a job, directly reducing repeat visits caused by missing components.

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Use Resource Scheduling Optimization to assign the nearest technician.

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Require technicians to use the mobile app to view work order details.

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Enable the customer portal for customers to order parts.

Question 10

A company wants to use Dynamics 365 Customer Insights to predict which customers are likely to churn. Which feature should they use?

Accepted Answer

Predictive models. Option D is correct because Dynamics 365 Customer Insights includes a dedicated predictive model for churn. This feature uses historical customer data and machine learning to calculate a churn score for each customer, enabling proactive retention efforts. The other options focus on data preparation or basic segmentation, not predictive analytics.

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Unification

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Measures

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Segments