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MB-910 Practice Question: A Dynamics 365 administrator for a mid-size…
You are a Dynamics 365 administrator for a mid-size manufacturing company. The company uses Dynamics 365 Sales and Customer Service. Recently, the sales team reported that when they try to use Copilot to generate meeting notes, they receive an error message: 'Copilot is not available. Contact your administrator.' The support team, however, can use Copilot to summarize cases without issues. All users have appropriate licenses (Sales Premium for sales, Customer Service Enterprise for support). You verify that the Copilot feature is enabled in the Power Platform admin center. What is the most likely cause of the issue?
⚠ Common exam trap
Many candidates assume enabling Copilot globally in the Power Platform admin center is sufficient, but they overlook that each Dynamics 365 app (Sales, Customer Service) requires its own dedicated Copilot solution to be installed in the environment.
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
✓
The 'Sales Copilot' solution is not installed in the environment.
The 'Sales Copilot' solution is a separate, required component that must be installed in the environment for Copilot to function in Dynamics 365 Sales. Even though Copilot is enabled globally in the Power Platform admin center and sales users have Sales Premium licenses, the missing solution prevents the Copilot feature from initializing in the Sales app. The support team can use Copilot in Customer Service because the 'Copilot for Customer Service' solution is likely installed, highlighting that each app requires its own Copilot solution.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
The sales users do not have the 'System Administrator' role.
Why it's wrong here
Copilot does not require admin role for usage.
- ✗
Copilot is disabled for the Sales app in the Power Platform admin center.
Why it's wrong here
You verified it is enabled.
- ✓
The 'Sales Copilot' solution is not installed in the environment.
Why this is correct
Without the solution, Copilot features for sales are not available.
- ✗
The AI Builder model for Copilot is not published.
Why it's wrong here
Copilot uses prebuilt models; publishing is not required.
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Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This MB-910 practice question is part of Courseiva's free Microsoft certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the MB-910 exam.