MB-910 Describe Dynamics 365 Customer Insights Practice Question
Which TWO capabilities are part of Dynamics 365 Customer Insights? (Choose two.)
⚠ Common exam trap
Many candidates confuse the capabilities of Dynamics 365 Customer Insights with those of other Dynamics 365 apps, such as Marketing (email marketing) or Customer Service (case management), because the exam expects you to know that Customer Insights is specifically for data unification and AI-driven insights, not for executing marketing or service workflows.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
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 analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Case management
Why it's wrong here
Case management is part of Customer Service, not Customer Insights.
- ✗
Invoice processing
Why it's wrong here
Invoice processing is part of Finance and Operations, not Customer Insights.
- ✓
Predictive scoring
Why this is correct
Predictive scoring uses AI to predict customer behaviors.
- ✓
Data unification
Why this is correct
Data unification is a core capability to create unified customer profiles.
- ✗
Email marketing
Why it's wrong here
Email marketing is part of Dynamics 365 Marketing, not Customer Insights.
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