Explore the core capabilities of customer engagement apps in Dynamics 365 →mediumMultiple ChoiceObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
You are the Dynamics 365 administrator for a retail company. The sales team uses Dynamics 365 Sales to manage leads and opportunities. The marketing team uses Dynamics 365 Marketing to create segments and send emails. The VP of Sales wants to see a unified view of each customer's interactions across sales and marketing, including email opens, clicks, and meeting activities. You need to recommend a solution that provides this 360-degree view without custom development. What should you do?
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
✓
Implement Dynamics 365 Customer Insights - Data to create a unified customer profile.
Dynamics 365 Customer Insights - Data (now part of Microsoft Customer Data Platform) is designed to unify customer data from multiple sources, including Dynamics 365 Sales and Marketing, into a single customer profile. This provides the 360-degree view the VP of Sales needs, including email opens, clicks, and meeting activities, without custom development. Option B is incorrect because the timeline control on the contact form only shows activities within the same app (e.g., Sales activities) but not cross-app data from Marketing. Option C is incorrect because building a Power Apps portal requires custom development, which the scenario explicitly wants to avoid. Option D is incorrect because Sales Insights (now Dynamics 365 Sales Insights) provides AI-driven analytics and suggestions within Sales but does not inherently unify marketing interaction data, such as email opens and clicks, across apps.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Implement Dynamics 365 Customer Insights - Data to create a unified customer profile.
Why this is correct
Customer Insights - Data ingests data from Sales and Marketing to create a 360-degree view.
- ✗
Use the timeline control on the contact form to show activities from both apps.
Why it's wrong here
The timeline shows activities from the same Dynamics 365 instance but may not include marketing interactions automatically.
- ✗
Build a Power Apps portal that aggregates data from both apps.
Why it's wrong here
This would require custom development, which is not desired.
- ✗
Enable Sales Insights to capture sales activities and email interactions.
Why it's wrong here
Sales Insights does not capture marketing email opens/clicks.
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