MB-910 Practice Questions

Question 1

A marketing manager notices that the customer churn prediction model in Dynamics 365 Customer Insights is not updating with new data. What is the most likely cause?

Accepted Answer

The prediction model is not scheduled to refresh. In Dynamics 365 Customer Insights, prediction models are machine learning models that must be explicitly scheduled to refresh on a recurring basis. If the model is not scheduled to refresh, it will not automatically ingest new data, causing the churn predictions to become stale. Option D correctly identifies this as the most likely cause because the model's refresh schedule controls when it re-trains or updates with fresh data.

Answer

The segment is not refreshed

Answer

The measure is not calculated

Answer

The data source connection is lost

Question 2

You are a marketing analyst at a company that recently implemented Dynamics 365 Customer Insights. Your goal is to create a segment of customers who have not made a purchase in the last 90 days for a re-engagement campaign. You have access to the 'Transaction' activity that records purchases. Which steps should you follow to create this segment?

Accepted Answer

Create a new segment, select 'Transaction' activity, and set condition 'Date is older than 90 days'. Dynamics 365 Customer Insights allows you to create a segment directly from the 'Transaction' activity by setting a condition on the date field. By selecting 'Date is older than 90 days', you filter for customers whose last transaction occurred more than 90 days ago, which is the precise requirement for a re-engagement campaign. This approach leverages the built-in segment builder without needing predictive models or external data.

Answer

Build a churn prediction model and use the output segment

Answer

Create a measure for days since last purchase and then manually filter profiles

Answer

Enrich profiles with recency score from an external data provider

Question 3

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 4

A company uses Dynamics 365 Customer Service to manage support cases. They want to ensure that when a customer sends an email to the support address, a new case is automatically created from the email. Which feature should be configured?

Accepted Answer

Configure Email-to-Case automation. Dynamics 365 Customer Service includes an Email-to-Case feature that automatically creates a new case record from an incoming email sent to a configured support mailbox. This feature parses the email content, maps it to case fields, and can optionally use advanced rules for classification and routing, eliminating manual case creation.

Answer

Define a Service Level Agreement (SLA) for email responses

Answer

Convert incoming emails to activities

Answer

Set up a queue for email

Question 5

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.. 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.

Answer

Use Resource Scheduling Optimization to assign the nearest technician.

Answer

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

Answer

Enable the customer portal for customers to order parts.

Question 6

A company uses Dynamics 365 Customer Insights - Journeys to send email campaigns. They want to trigger a journey when a customer's predicted churn score exceeds 0.8. Which source should they use to trigger the journey?

Accepted Answer

Segment membership. In Dynamics 365 Customer Insights - Journeys, a segment membership trigger starts a journey when a customer enters or leaves a defined segment. Since the predicted churn score is a calculated attribute that can be used to define a segment (e.g., customers with churn score > 0.8), the journey can be triggered by membership in that segment. This allows the system to react automatically to real-time customer insights without manual intervention.

Answer

Manual trigger

Answer

Event registration

Answer

Marketing form submission

Question 7

A field service organization wants to use IoT alerts from connected equipment to automatically create work orders in Dynamics 365 Field Service. Which feature enables this integration?

Accepted Answer

Connected Field Service. Connected Field Service is a Dynamics 365 Field Service feature that integrates with Azure IoT Hub to automatically create work orders from IoT alerts. Option A is wrong because Dynamics 365 Customer Service is for case management, not IoT integration. Option B is wrong because Azure IoT Central is an IoT solution platform, but the direct integration with Field Service is through Connected Field Service, not IoT Central. Option C is wrong because Power BI is a reporting tool, not for IoT-driven work order creation.

Answer

Dynamics 365 Customer Service

Answer

Azure IoT Central

Answer

Power BI

Question 8

Which THREE are key features of Dynamics 365 Customer Insights?

Accepted Answer

Dynamic segmentation. Data unification, AI predictions, and segmentation are core features. Data ingestion is part of unification. Marketing automation is a separate app.

Answer

Marketing email automation

Answer

Data ingestion from on-premises databases

Question 9

Match each Dynamics 365 capability to its description.

Accepted Answer

Dynamics 365 Sales: Manages leads, opportunities, and sales pipelines.. Each Dynamics 365 app targets specific business functions. Sales manages leads and pipelines; Customer Service resolves cases; Marketing automates campaigns; Finance handles financials. The distractors swap Sales with Marketing and Sales with Customer Service.

Answer

Dynamics 365 Sales: Automates marketing campaigns and customer journeys.

Answer

Dynamics 365 Customer Service: Manages leads, opportunities, and sales pipelines.

Question 10

You are a data analyst for a financial services company that uses Dynamics 365 Customer Insights. The company has unified customer profiles and wants to use AI to predict which customers are likely to respond to a new credit card offer. They have historical data on previous offers, customer demographics, and transaction history. You have been asked to create a predictive model. After configuring the model, you notice that the model's accuracy is very low. You suspect that the data used for training is not representative. What is the most likely cause?

Accepted Answer

The historical data has a low response rate, creating class imbalance.. The historical data may not include enough examples of customers who responded, leading to imbalanced data. Option B is wrong because missing data can be handled, but imbalance is more critical. Option C is wrong because the model can handle different time periods. Option D is wrong because the data source configuration is probably correct.

Answer

The data unification process merged records incorrectly.

Answer

The training data includes data from too many time periods.

Answer

The data source connection to the transactional system is failing.

Question 11

A business analyst wants to create a segment of customers who have made a purchase in the last 30 days. Which Customer Insights component should they use?

Accepted Answer

Segmentation. Segmentation is the Customer Insights component specifically designed to create subsets of customers based on defined criteria, such as purchase recency. By setting a condition like 'purchase date within the last 30 days,' the business analyst can dynamically generate a segment of qualifying customers for targeted actions.

Answer

Predictive models

Answer

Measures

Answer

Enrichment

Question 12

Which TWO features are part of Dynamics 365 Sales?

Accepted Answer

Predictive lead scoring. Predictive lead scoring is a core AI-driven feature in Dynamics 365 Sales that uses machine learning models to score leads based on their likelihood to convert, helping sales teams prioritize high-quality leads. It is built into the Sales Hub and Sales Premium licenses, leveraging historical data and behavioral signals to generate a score between 0 and 100.

Answer

Field Service scheduling

Answer

Product Insights

Answer

Customer Service Insights

Question 13

A field technician reports that when they attempt to start a Dynamics 365 Field Service mobile app session, they receive an error that their device is not enrolled. Which component is most likely misconfigured?

Accepted Answer

Microsoft Intune device enrollment. Microsoft Intune device enrollment is required for the Dynamics 365 Field Service mobile app to enforce security policies and ensure the device is managed. Option A is wrong because Power Automate flow triggers are used for automation, not device enrollment. Option C is wrong because Microsoft Entra ID conditional access policies control access based on conditions but rely on device compliance from Intune; they do not handle enrollment itself. Option D is wrong because Dynamics 365 Copilot settings are unrelated to device enrollment.

Answer

Power Automate flow trigger

Answer

Microsoft Entra ID conditional access policies

Answer

Dynamics 365 Copilot settings

Question 14

Which TWO of the following are features of Dynamics 365 Sales?

Accepted Answer

Lead scoring. Lead scoring is a core feature of Dynamics 365 Sales that uses machine learning models to rank leads based on their likelihood to convert, helping sales teams prioritize high-quality leads. It is built into the Sales Hub app and leverages predictive scoring from the Dynamics 365 AI for Sales module.

Answer

Resource Scheduling Optimization

Answer

Case management

Answer

Customer Voice surveys

Question 15

Which of the following are standard entities in Dynamics 365 Sales? (Choose all that apply.)

Accepted Answer

Invoice. All five options—Invoice, Lead, Quote, Product, and Opportunity—are standard entities in Dynamics 365 Sales. Each serves a distinct role in the sales process: Invoice for billing, Lead for initial interest, Quote for pricing proposals, Product for catalog items, and Opportunity for tracked deals. The question's requirement to choose only two is misleading; in reality, all are core entities included by default in the Sales solution.

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