MS-900 Describe Microsoft 365 apps and services Practice Question
A sales team needs to manage leads, track customer interactions, and automate follow-up emails. They also want to collect customer feedback through surveys. Which two Microsoft 365 apps should they adopt for these requirements? (Choose two.)
⚠ Common exam trap
Test-takers frequently confuse Microsoft Stream or Planner as tools for customer interaction or feedback, overlooking that Dynamics 365 Sales is the dedicated CRM solution and Microsoft Forms is the specific survey tool within the Microsoft 365 ecosystem.
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
✓
Microsoft Dynamics 365 Sales
Microsoft Dynamics 365 Sales is a customer relationship management (CRM) application that provides lead management, customer interaction tracking, and automated follow-up email workflows. Microsoft Forms enables the creation and distribution of surveys to collect customer feedback, with responses automatically stored in Excel for analysis.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Microsoft Dynamics 365 Sales
Why this is correct
Microsoft Dynamics 365 Sales is a purpose-built customer relationship management (CRM) application that uses a relational data model with entities such as Lead, Opportunity, Account, and Contact. It provides out-of-the-box business process flows for lead qualification and opportunity management, plus customizable workflows and Power Automate integration for automated follow-ups. Because it securely stores customer interaction history, tracks deal stages, and integrates with Outlook and Teams, it directly fulfills the sales team's requirement to manage leads and monitor customer interactions.
- ✓
Microsoft Forms
Why this is correct
Microsoft Forms is a lightweight survey and quiz tool designed to collect responses through shareable links or embedded web forms. It supports question branching, required answer validation, and anonymity settings, with results stored in a table that can be exported to Excel or visualized in real-time dashboards. Although it can capture customer feedback, it does not maintain a persistent customer record or link responses to specific leads or accounts, so it is not an alternative to a CRM for ongoing lead and interaction management.
- ✗
Microsoft Stream
Why it's wrong here
Microsoft Stream (now Stream on SharePoint) is an enterprise video hosting and management solution that allows organizations to record, upload, and share videos securely within Microsoft 365. It focuses on video processing, playback, and content governance, with no built-in entities or workflows for tracking leads, contacts, or customer interactions. Deploying Stream for this purpose would miss the required data structure and automation, making it fundamentally unsuited for CRM or survey collection.
- ✗
Microsoft Planner
Why it's wrong here
Microsoft Planner is a task management and collaboration tool that organizes work into plans with boards, buckets, and assignments. It provides no customer relationship model, no lead qualification pipeline, and no native mechanism to capture or analyze survey responses. While it can be used to assign follow-up tasks manually, it cannot automate lead routing or maintain a historical record of customer engagements, so it cannot meet the sales team's core requirements.
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Key term
Microsoft 365
Microsoft 365 is a subscription-based cloud service from Microsoft that combines productivity tools like Office apps with security, device management, and online storage.
Key term
Microsoft Forms
Microsoft Forms is a cloud-based tool for creating surveys, quizzes, and polls to collect data and feedback.
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