Sample questions
Microsoft Dynamics 365 Fundamentals CRM MB-910 practice questions
A marketing team wants to send personalized email campaigns based on customer interactions. Which Dynamics 365 Marketing feature should they use?
Trap 1: Marketing Forms
Marketing Forms capture data but do not orchestrate journeys.
Trap 2: Segmentation
Segmentation creates static or dynamic groups but not personalized journeys.
Trap 3: Email Marketing
Email Marketing sends bulk emails without real-time personalization.
- A
Marketing Forms
Why wrong: Marketing Forms capture data but do not orchestrate journeys.
- B
Customer Insights - Journeys
Customer Insights - Journeys (formerly Dynamics 365 Marketing) provides real-time journey orchestration with AI-driven personalization.
- C
Segmentation
Why wrong: Segmentation creates static or dynamic groups but not personalized journeys.
- D
Email Marketing
Why wrong: Email Marketing sends bulk emails without real-time personalization.
A marketing manager wants to create a customer segment based on purchase history and website behavior. Which Dynamics 365 tool should they use?
Trap 1: Dynamics 365 Customer Service
Customer Service focuses on case management.
Trap 2: Dynamics 365 Marketing
Marketing uses segments but cannot unify data from multiple sources.
Trap 3: Dynamics 365 Sales
Sales does not have segment creation capabilities.
- A
Dynamics 365 Customer Service
Why wrong: Customer Service focuses on case management.
- B
Dynamics 365 Marketing
Why wrong: Marketing uses segments but cannot unify data from multiple sources.
- C
Dynamics 365 Customer Insights - Data
Customer Insights - Data ingests and unifies data to build rich segments.
- D
Dynamics 365 Sales
Why wrong: Sales does not have segment creation capabilities.
Match each Dynamics 365 term to its correct definition.
Drag a concept onto its matching description — or click a concept then click the description.
A potential customer who has shown interest but not yet qualified
A qualified lead with a potential deal value and close date
An organization or company that you do business with
A specific person associated with an account or lead
A task, appointment, email, or phone call tracked in the system
Match each Dynamics 365 concept to its description.
Drag a concept onto its matching description — or click a concept then click the description.
Guide users through a series of stages and steps to complete a process
Automated background process that performs actions based on conditions
Simple logic to set field values, show/hide fields, or validate data
Service Level Agreement that defines response and resolution time targets
Algorithm used in Field Service to optimize resource scheduling
A dispatcher notices that when a technician changes their booking status to 'Traveling', the booking status automatically transitions to 'In Progress' without requiring a manual update. Which system behavior is being configured through the booking status metadata shown in the exhibit?
Exhibit
Refer to the exhibit.
```json
{
"BookingStatus": {
"BookingStatusId": "00000000-0000-0000-0000-000000000001",
"Name": "Traveling",
"StatusColor": "#FF8C00",
"StatusBehavior": "In Progress"
}
}
```Trap 1: The booking status description provides instructions for…
The exhibit does not show a description field.
Trap 2: The status color is used to highlight the booking on the schedule…
The color is for visual identification, not for state transitions.
Trap 3: The booking status ID maps the status to a specific work order type.
Booking status IDs are unique identifiers, not mappings to work order types.
- A
The status behavior defines the state group and triggers automatic state transitions.
StatusBehavior groups booking statuses into states (e.g., Scheduled, In Progress, Completed) and when a status with StatusBehavior 'In Progress' is selected, the system transitions the booking to the 'In Progress' state.
- B
The booking status description provides instructions for technicians.
Why wrong: The exhibit does not show a description field.
- C
The status color is used to highlight the booking on the schedule board.
Why wrong: The color is for visual identification, not for state transitions.
- D
The booking status ID maps the status to a specific work order type.
Why wrong: Booking status IDs are unique identifiers, not mappings to work order types.
Which THREE of the following are prerequisites for using Customer Insights predictive models?
Trap 1: Real-time data streaming
Real-time streaming is not required.
Trap 2: Power BI integration
Power BI is optional.
- A
Real-time data streaming
Why wrong: Real-time streaming is not required.
- B
Data types that match the model requirements (e.g., numeric, categorical)
Correct data types are required.
- C
Power BI integration
Why wrong: Power BI is optional.
- D
Historical data with known outcomes
Models need training data with outcomes.
- E
A minimum number of records (e.g., 1000)
Sufficient data is needed for statistical significance.
Your organization uses Dynamics 365 Sales. The sales team spends significant time manually entering data and searching for customer information. You want to leverage Copilot to improve productivity. You need to recommend the best initial configuration to enable Copilot features for the sales team. The solution should require minimal custom development and follow Microsoft best practices. Which action should you take?
Trap 1: Build a custom chatbot with Power Virtual Agents
Overkill; Copilot already provides conversational AI.
Trap 2: Create a custom AI model using AI Builder
Unnecessary; Copilot is pre-built and ready to use.
Trap 3: Disable Copilot to avoid confusion
Disabling reduces productivity; Copilot is designed to help.
- A
Build a custom chatbot with Power Virtual Agents
Why wrong: Overkill; Copilot already provides conversational AI.
- B
Create a custom AI model using AI Builder
Why wrong: Unnecessary; Copilot is pre-built and ready to use.
- C
Disable Copilot to avoid confusion
Why wrong: Disabling reduces productivity; Copilot is designed to help.
- D
Enable Copilot in the Dynamics 365 environment settings
This activates built-in Copilot features with no custom development.
Drag and drop the steps to configure a business process flow in Dynamics 365 into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps to configure a sales territory in Dynamics 365 Sales into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
Drag and drop the steps to set up a custom entity in Dynamics 365 into the correct order.
Drag steps to the numbered slots on the right, or tap a step then tap a slot.
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?
Trap 1: The organization must have a Power Automate license.
Power Automate is not a prerequisite.
Trap 2: The organization must purchase a Copilot add-in.
No separate add-in is needed.
Trap 3: Each user must be assigned a Copilot license individually.
Copilot is included in the Sales Premium license.
- A
The organization must have a Power Automate license.
Why wrong: Power Automate is not a prerequisite.
- B
The organization must purchase a Copilot add-in.
Why wrong: No separate add-in is needed.
- C
The organization must have a Dynamics 365 Sales Premium license.
Copilot is a premium feature.
- D
Each user must be assigned a Copilot license individually.
Why wrong: Copilot is included in the Sales Premium license.
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?
Trap 1: Define unification rules
Unification rules are applied after data ingestion.
Trap 2: Set up connections to Power BI
Connections to Power BI occur after data is processed.
Trap 3: Create a customer segment
Segmentation requires unified profiles.
- A
Define unification rules
Why wrong: Unification rules are applied after data ingestion.
- B
Set up connections to Power BI
Why wrong: Connections to Power BI occur after data is processed.
- C
Configure data sources and ingest data
Data ingestion is the prerequisite for all subsequent steps.
- D
Create a customer segment
Why wrong: Segmentation requires unified profiles.
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?
Trap 1: Disable data unification and start over
Too disruptive and not necessary.
Trap 2: Delete duplicate records manually in the source systems
Source changes don't retroactively fix existing duplicates in Customer Insights.
Trap 3: Re-ingest all data from source systems
Re-ingesting won't fix matching logic.
- A
Disable data unification and start over
Why wrong: Too disruptive and not necessary.
- B
Review and refine the matching rules, and use the merge conflicts resolution feature
Adjusting rules and merging conflicts helps resolve duplicates.
- C
Delete duplicate records manually in the source systems
Why wrong: Source changes don't retroactively fix existing duplicates in Customer Insights.
- D
Re-ingest all data from source systems
Why wrong: Re-ingesting won't fix matching logic.
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?
Trap 1: Save the view again with a different name.
Saving again would not fix the visibility issue.
Trap 2: Modify an existing system view instead.
System views are read-only for non-administrators.
Trap 3: Ask an administrator to assign the System Customizer role.
Personal views do not require special roles.
- A
Save the view again with a different name.
Why wrong: Saving again would not fix the visibility issue.
- B
Use the 'Save As' option to save the view as a personal view, then publish it.
After saving as a personal view, the user must publish it to make it available in the view selector.
- C
Modify an existing system view instead.
Why wrong: System views are read-only for non-administrators.
- D
Ask an administrator to assign the System Customizer role.
Why wrong: Personal views do not require special roles.
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?
Trap 1: The data source credentials are expired
Expired credentials would cause a connection error, not fewer records.
Trap 2: The segment includes too many conditions
Number of conditions does not reduce records unexpectedly.
Trap 3: The customer profiles are not unified
Unification is unrelated to refresh timing.
- A
The segment was not refreshed after data update
Segments need to be refreshed manually or on schedule; incremental refresh might not reflect latest data.
- B
The data source credentials are expired
Why wrong: Expired credentials would cause a connection error, not fewer records.
- C
The segment includes too many conditions
Why wrong: Number of conditions does not reduce records unexpectedly.
- D
The customer profiles are not unified
Why wrong: Unification is unrelated to refresh timing.
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?
Trap 1: Change the work order type to 'Service'
Work order type does not affect inventory.
Trap 2: Run Resource Scheduling Optimization
RSO schedules resources, not procurement.
Trap 3: Close the work order and reopen it later
Closing does not resolve the inventory issue.
- A
Change the work order type to 'Service'
Why wrong: Work order type does not affect inventory.
- B
Create a purchase order from the work order to procure the part
Purchase orders can be created to order needed parts.
- C
Run Resource Scheduling Optimization
Why wrong: RSO schedules resources, not procurement.
- D
Close the work order and reopen it later
Why wrong: Closing does not resolve the inventory issue.
Which TWO actions can be performed using Copilot in Dynamics 365 Customer Service?
Trap 1: Create a new knowledge article from scratch.
Copilot can suggest knowledge articles but not create them.
Trap 2: Update the routing rule for high-priority cases.
Routing rule updates are administrative tasks not handled by Copilot.
Trap 3: Generate a real-time dashboard of case metrics.
Dashboards are created manually or via Power BI, not by Copilot.
- A
Summarize a case conversation for a handoff.
Copilot can provide a summary of the case interaction.
- B
Create a new knowledge article from scratch.
Why wrong: Copilot can suggest knowledge articles but not create them.
- C
Update the routing rule for high-priority cases.
Why wrong: Routing rule updates are administrative tasks not handled by Copilot.
- D
Draft an email response to a customer.
Copilot can generate email drafts using case and customer data.
- E
Generate a real-time dashboard of case metrics.
Why wrong: Dashboards are created manually or via Power BI, not by Copilot.
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?
Exhibit
Refer to the exhibit.
```
{
"businessUnit": {
"name": "Contoso Ltd.",
"parentBusinessUnit": null,
"businessUnitId": "00000000-0000-0000-0000-000000000001"
},
"teams": [
{
"name": "Sales Team",
"teamType": "Owner",
"members": ["user1@contoso.com", "user2@contoso.com"]
},
{
"name": "Support Team",
"teamType": "Access",
"members": ["user3@contoso.com"]
}
]
}
```Trap 1: All users: owner, user1, user2, user3.
user3 does not have access because the record is not shared with Support Team.
Trap 2: Only user1 and user2.
The record owner also retains access.
Trap 3: Only the record owner.
Sharing grants access to team members beyond the owner.
- A
All users: owner, user1, user2, user3.
Why wrong: user3 does not have access because the record is not shared with Support Team.
- B
Only user1 and user2.
Why wrong: The record owner also retains access.
- C
The record owner and user1, user2.
The owner always has access, and sharing with Sales Team gives access to its members.
- D
Only the record owner.
Why wrong: Sharing grants access to team members beyond the owner.
A field service organization wants to streamline scheduling of work orders. Which TWO capabilities of Dynamics 365 Field Service can help optimize scheduling?
Trap 1: Field Service Mobile App
The mobile app is used by technicians to view and update work orders, not for scheduling optimization.
Trap 2: Connected Field Service
Connected Field Service integrates IoT data for predictive maintenance, not for scheduling optimization.
Trap 3: Inventory Management
Inventory Management tracks parts and stock, not scheduling optimization.
- A
Resource Scheduling Optimization (RSO)
RSO uses optimization algorithms to automatically schedule work orders based on constraints and objectives like travel time and skill requirements.
- B
Field Service Mobile App
Why wrong: The mobile app is used by technicians to view and update work orders, not for scheduling optimization.
- C
Connected Field Service
Why wrong: Connected Field Service integrates IoT data for predictive maintenance, not for scheduling optimization.
- D
Schedule Board
The Schedule Board allows dispatchers to manually drag and drop work orders to optimize schedules visually.
- E
Inventory Management
Why wrong: Inventory Management tracks parts and stock, not scheduling optimization.
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?
Trap 1: Case Management
Case management is for tracking issues, not unified view.
Trap 2: Knowledge Base
Knowledge Base stores articles, not interactions.
Trap 3: Customer Service Portal
Portal is for self-service, not unified agent view.
- A
Case Management
Why wrong: Case management is for tracking issues, not unified view.
- B
Knowledge Base
Why wrong: Knowledge Base stores articles, not interactions.
- C
Omnichannel for Customer Service
Omnichannel provides a unified agent interface across channels.
- D
Customer Service Portal
Why wrong: Portal is for self-service, not unified agent view.
Match each Dynamics 365 integration or tool to its purpose.
Drag a concept onto its matching description — or click a concept then click the description.
Automate workflows and processes across Dynamics 365 and other apps
Create interactive dashboards and reports from Dynamics 365 data
Build custom apps that extend Dynamics 365 functionality
Common data platform that stores and manages Dynamics 365 data
Integrate LinkedIn insights into Dynamics 365 for sales prospecting
Match each Dynamics 365 term related to security to its definition.
Drag a concept onto its matching description — or click a concept then click the description.
Assign privileges to roles, then assign users to roles
Restrict access to specific fields within an entity
Control which records a user can read, write, or delete
Hierarchical grouping of users and records for data isolation
Groups of users that can be assigned roles and access rights
Match each Dynamics 365 feature with its benefit.
Drag a concept onto its matching description — or click a concept then click the description.
Consistent user experience across web, tablet, and phone
View all activities and notes related to a record in one feed
Automatically link contacts to their LinkedIn profiles
AI-driven lead and opportunity scoring to prioritize efforts
Central repository for articles to help resolve cases faster
Which TWO capabilities are included in Dynamics 365 Customer Insights? (Select two.)
Trap 1: Automatic case routing based on priority
Case routing is part of Customer Service.
Trap 2: Scheduling field service appointments
Field Service handles scheduling.
Trap 3: Lead scoring based on conversion probability
Lead scoring is a Sales Insights feature, not Customer Insights.
- A
Unify customer data from multiple sources into a single profile
Customer Insights uses data unification to create a 360-degree view.
- B
Automatic case routing based on priority
Why wrong: Case routing is part of Customer Service.
- C
Scheduling field service appointments
Why wrong: Field Service handles scheduling.
- D
Lead scoring based on conversion probability
Why wrong: Lead scoring is a Sales Insights feature, not Customer Insights.
- E
AI-driven predictive models for churn and lifetime value
Customer Insights includes AI models for predictions.
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