Explore the core capabilities of customer engagement apps in Dynamics 365 →mediumMultiple SelectObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
Your organization is implementing Dynamics 365 Sales. Which TWO capabilities are core to the sales engagement app? (Choose TWO.)
⚠ Common exam trap
Many exam-takers confuse the Sales engagement app with other Dynamics 365 apps, mistakenly selecting features from Marketing (customer journeys) or Customer Service (case management) because they assume all customer engagement capabilities are bundled under Sales.
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
✓
Relationship analytics
Relationship analytics (Option D) is a core capability of the Dynamics 365 Sales engagement app because it provides sellers with AI-driven insights into customer interactions, communication patterns, and relationship health, enabling them to prioritize activities and strengthen deals. Lead scoring using AI (Option E) is also core, as it automatically evaluates and ranks leads based on historical data and predictive models, helping sales teams focus on the most promising opportunities. Both features are integral to the sales engagement experience, directly supporting seller productivity and decision-making.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Work order scheduling
Why it's wrong here
Work order scheduling is a field service capability.
- ✗
Case management with SLA tracking
Why it's wrong here
Case management is a customer service capability.
- ✗
Customer journey creation with segments
Why it's wrong here
Customer journey creation is a marketing capability.
- ✓
Relationship analytics
Why this is correct
Relationship analytics is a core sales capability.
- ✓
Lead scoring using AI
Why this is correct
Lead scoring using AI is a core sales capability.
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