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Microsoft MB-910 Exam Details:

Detail Value
Exam Name Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
Exam Cost $165 USD
Total Time 120 minutes
Available Languages English
Passing Marks 700 out of 1000

Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) Exam Topics Breakdown:

Exam Topic Percentage
Dynamics 365 Marketing Overview 15%
Dynamics 365 Customer Insights Overview 20%
Integration of Dynamics 365 with Power Platform 25%
Configuration and Integration of Dynamics 365 Marketing 20%
Configuration and Integration of Dynamics 365 Customer Insights 20%
Microsoft MB-910 Sample Question Answers

Question # 1

A company uses Dynamics 365 Sales. The company creates sales proposals as PDFdocuments.The company wants multiple users to access the latest version of a sales proposal inDynamics 365 Sales. Many users do not have access to Dynamics 365 Sales.You need to recommend an app for the company.Which app should you recommend?

A. Dynamics 365 Sales Insights
B. Microsoft Excel
C. Microsoft Outlook
D. Microsoft Teams

Question # 2

A company implements Dynamics 365 Customer Service for their support desk.Agents resolve issues based on their own personal experiences or they must try torecreate the problem. This is causing customer satisfaction issues as resolution time islonger than expected and not consistent.You need to implement a solution to improve consistency of answers and ensure thatagents can share their answers.What should you implement?

A. Service level agreements
B. Customer Service Insights
C. Power Automate to transfer cases
D. Knowledge base management

Question # 3

A company uses Dynamics 365 Marketing. The company uses a third-party app to sendemail surveys to prospects to better understand their business needs.There is currently no link to prospect records and users report that the survey managementprocess is manual and is difficult to manage.You need to automate the survey process and streamline collection and analysis ofresponses.What are two possible ways to achieve this goal? Each correct answer presents acomplete solution.NOTE: Each correct selection is worth one point.

A. Use Customer Voice to compile results from the existing third-party app.
B. Use Power Automate to automatically send Customer Voice surveys.
C. Create a survey in Dynamics 365 Marketing and create a campaign to send it to out andcollect data.
D. Use Customer Voice to collect and analyze survey results.
E. Create surveys in Dynamics 365 Marketing by using Questionnaire.

Question # 4

A company is working with a potential customer on a multi-year contract. The customerdecides to delay their decision to commit to the contract.You want to find other colleagues who have interacted with the potential customer so thatyou can discuss strategies with the colleagues to close the deal with the customer.Which app should you recommend?

A. Power Virtual Agents
B. Sales Insights
C. Customer Service Insights
D. Market Insights

Question # 5

A company wants an application that meets the following requirements:Display the latest news about the company.Recommend leads to sales team members.You need to identify an application to meet the requirements. What should yourecommend?

A. Dynamics 365 Customer Service
B. Linkedln Campaign Manager
C. Dynamics 365 Sales Insights
D. Linkedln Sales Navigator

Question # 6

You manage a call center for a company that uses Dynamics 365 Customer Service.The call center’s customer service manager wants to renew all expired entitlements toincrease the duration of entitlements from six months to one year.You need to help the customer service manager make the changes. Which status indicatesthat an entitlement must be renewed?

A. Draft
B. Waiting
C. Active
D. Canceled

Question # 7

A company uses Dynamics 365 Sales and Dynamics 365 Customer Service.The management team wants to understand the benefits of the Dynamics 365 App forOutlook.You need to explain the available features.Which two features should you explain?Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

A. Track an email from Outlook to an existing sales order in Dynamics 365 Sales.
B. Create a Dynamics 365 email template.
C. Synchronize an appointment created in Dynamics 365 Sales to Outlook.
D. Synchronize a custom field in the contact table to a user-defined field in Outlook.

Question # 8

A company wants to be able to give quotes to customers from their parts list.You need to recommend a solution for the company. What should you recommend?

A. Dynamics 356 Customer Insights
B. Dynamics 365 Sales
C. Dynamics 365 Marketing
D. Dynamics 365 Human Resources

Question # 9

A company has a large number of technicians that work in the field. You need to ensure that Dynamics 365 Field Service can automatically schedule work tominimize travel time for technicians.What should you implement?

A. Schedule board
B. Unified routing for table records
C. Universal Resource Scheduling
D. Resource scheduling optimization

Question # 10

Which three capabilities are included in Dynamics 365 Marketing? Each correct answerpresents a complete solution. NOTE: Each correct selection is worth one point.

A. Qualify leads
B. Case management
C. Dynamics 365 Connector for Linkedln
D. Project quote management
E. Event management

Question # 11

All employees at a company work eight hours each day Monday through Friday. A resourcenamed Resource1 has 40 hours available for a specific week. You need to schedule Resource1 to work on a project during that week. The resource mustwork the hours detailed below:Which allocation method should you use?

A. Remaining capacity
B. Percentage capacity
C. Full capacity
D. Front-load hours

Question # 12

Your company uses Dynamics 365 Sales.You need to prepare and send a quote to a customer. What are two possible ways toachieve the goal? NOTE: Each correct selection is worth one point.

A. Close the quote
B. Generate a document by using a Microsoft Word template.
C. Export the quote as a PDF file.
D. Create an order

Question # 13

An online retail company uses Dynamics 365 Customer Insights - Journeys.Customers abandon cans with items after shopping on the company s website. Themarketing manager must send an email to these customers to ask if they want to completethe purchase.You need to select a feature to send the mail.Which feature should you use?

A. Power Automate desktop flow
B. Customer interactions timeline
C. Email campaign
D. Segment-based journey
E. Trigger-based journey

Question # 14

Customers submit suggestions, questions, and cases to a company by using the followingchannels:• Submitting a case in a customer service portal.• Emailing a support mailbox.• Calling a telephone number.The company has two departments. Each department has a defined list of agents. Thecompany distributes all submissions to the correct department.You need to show the agents how the submissions are stored.Which format is used for the submissions?

A. Work items
B. Queues
C. Work orders
D. Activities

Question # 15

You use Dynamics 365 Field Service.Each time a customer contacts a call center to request service, you plan to send atechnician to the customer’s location. You receive a service request and create a workorder.You need to identify the next step in the process. What should you do next?

A. Adjust inventory values.
B. Schedule and dispatch the work order.
C. Generate an invoice.
D. Review and close the work order.

Question # 16

You are a consultant working with a company that sells sporting equipment. The companyuses Microsoft 365 and Dynamics 365 Sales.You need to recommend tools that integrate with Dynamics 365 Sales and improve filecollaboration.What three tools should you recommend? Each correct answer presents a completesolution.NOTE: Each correct selection is worth one point.

A. Power BI
B. SharePoint Online
C. OneDrive for Business
D. Microsoft Teams
E. Power Automate

Question # 17

A company uses Dynamics 365 Field Service.The maintenance manager wants to be able to add a list of QUESTION NO:s to workorders to ensure that field technicians follow the same steps when servicing customerequipment.You need to explain to the manager which features are available to meet the requirement.Which feature should you use?

A. Connected Field Service
B. Inspections
C. Microsoft Customer Voice
D. Scheduling

Question # 18

A potential customer delays their decision to commit to a big multi-year contract.You want to find other colleagues who have interacted with the potential customer todiscuss strategies. Which app should you recommend?

A. Customer Service Insights
B. Market Insights
C. Power Virtual Agents
D. Sales Insights

Question # 19

A company allows customers to submit cases through its website. A case type field on thewebform has sales and service options.You need to add the case automatically to the sales or service queue based on the fieldvalue, using only out-of-the-box functionality. What should you configure?

A. assistant
B. sequence
C. routing rule
D. record creation and update rule

Question # 20

A company sells and services commercial refrigeration equipment. The company isimplementing Dynamics 365 Project Operations.You need to ensure that you can select a service technician for an assignment that has therequired expertise to address the equipment issues reported by a customer.Which two features should you use? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

A. Resource skills
B. Resource roles
C. Proficiency models
D. Service-level agreements

Question # 21

A company plans to implement Dynamics 365 Sales. Which two out-of-the-box featurescan you use to capture leads? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

A. emails
B. CSV files
C. Dynamics 365 Commerce
D. Dynamics 365 Customer Insights

Question # 22

A company uses Dynamics 365 Customer Service.The company plans to use support queues to organize and monitor the progress of cases.Customer support agents will select cases from queues in which they are members. Agentsrelease case items if they are not able to continue working on a case.Which statement describes what happens when a case item is released from the queue?

A. The case continues to remain in the agent’s personal queue until someone else selectsthe item from the queue.
B. The case is removed from all queues.
C. The case is removed from the agent’s personal queue and returned to the originalsupport queue.

Question # 23

A company uses Dynamics 365 Sales.You need to create a forecast in Dynamics 365 Sales so that the sales director will be ableto predict upcoming sales revenue.Which standard record type is used to create the forecast?

A. Account
B. Lead
C. Quote
D. Opportunity

Question # 24

A company is using Dynamics 365.The company plans to converse with customers through social media.You need to recommend a solution that provides conversation with customers.What should you recommend?

A. Dynamics 365 Customer Service
B. Dynamics 365 Customer Insights
C. Dynamics 365 Customer Voice
D. Omnichannel for Customer Service

Question # 25

An air conditioning company uses Dynamics 365 Field Service.When a problem is detected with a customer’s air conditioning system, a new case must beopened automatically.You need to recommend a solution for the company. What should you recommend?

A. Field Service Mobile
B. Work orders
C. Connected Field Service
D. Universal Resource Scheduling
E. Case management

Question # 26

A company uses Dynamics 365 Field Service.You create a work order from a case. A field service administrator schedules the workorder. A technician arrives at the site of the work order and is ready to begin work on time.What is the status of the work order?

A. Open – In progress
B. Open – Unscheduled
C. Traveling
D. Open – Scheduled

Question # 27

You work as a technician and receive your work assignments by using cases in Dynamics365 Sales.You need to review the timeline for a case that you are managing. Which type of activityappears in the case timeline?

A. Project task
B. Task
C. Entitlement
D. Work order

Question # 28

A company uses Dynamics 365 Sales.The company plans to use Linkedln Sales Navigator to increase sales productivity andassist salespersons in their daily duties.You need to identify potential decision makers for a sale.Which Linkedln Sales Navigator feature should you use?

A. Related Leads
B. Top Card
C. Auto Capture

Question # 29

A company uses Dynamics 365 Field Service. The company sends employees to customersites forrepairs. Work orders are created for repairs. No customizations have been made. A work order status must be automatically changed to the correct stage when resourcesare booked.Which three bookable resource statuses should you use?Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

A. Scheduled
B. On Break
C. Traveling
D. Closed-Posted
E. Open-Unscheduled