MB-910 Practice Questions
Prepare for MB-910 with more than an answer.
- Exam fee
- $99 USD
- Level
- Fundamentals
- Valid for
- No expiration
Domains covered on the exam 5
- Describe Dynamics 365 Customer Insights15%
- Describe Dynamics 365 Sales20%
- Describe Dynamics 365 Customer Service20%
- Describe Dynamics 365 Field Service15%
- Explore the core capabilities of customer engagement apps in Dynamics 36515%
- 1
A technician using the Dynamics 365 Field Service mobile app needs to perform a multi-point safety check before starting work on a piece of industrial equipment. The checklist includes questions with yes/no answers, a text box for notes, and requires a customer signature upon completion. Which Field Service feature should be used to create and attach this digital checklist to the work order?
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Correct answer: D
Inspections are digital forms that can be created with various question types (text, number, date, checkbox, signature, etc.) and associated with work orders. Technicians complete them on the mobile app, providing a structured way to capture data, perform tests, and complete checklists like the one described.
- 2
A marketing team wants to send a follow-up satisfaction survey one week after a customer attends a company-hosted event. The process should be fully automated. Which two Dynamics 365 features are BEST suited to build this solution? (Select TWO)
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Correct answer: A, B
- 3
A manager wants to view a summary of their team's performance, including open opportunities, recently closed cases, and upcoming activities, all in a single screen upon logging into Dynamics 365. Which core capability allows for the creation of such a personalized, multi-component visual summary?
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Correct answer: B
Dashboards are designed to provide an at-a-glance view of key data. They can contain multiple components, such as charts, lists (views), and other web resources, pulling information from various tables (like Opportunities, Cases, and Activities) into a single, consolidated interface.
- 4
The 'quote to cash' process in Dynamics 365 Sales involves a specific sequence of records. What is the correct order of this process?
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Correct answer: D
The standard 'quote to cash' process begins with providing a Quote to the customer. Once the customer accepts the quote, it is converted into an Order, which formalizes the sale. After the products or services are delivered, an Invoice is generated from the order to request payment.
- 5
A customer service organization wants to provide its agents with a library of standardized answers to common questions, troubleshooting steps, and product manuals. Agents should be able to easily search this library and attach articles to emails sent to customers. Which Dynamics 365 Customer Service capability is designed for this purpose?
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Correct answer: B
Knowledge Management in Dynamics 365 Customer Service provides the functionality to create, manage, and publish a searchable repository of knowledge articles. These articles can be used internally by agents to resolve cases or shared externally with customers.
- 6
True or False: The Dynamics 365 Field Service mobile app can only be used when the technician has an active internet connection.
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Correct answer: B
This statement is false. The Dynamics 365 Field Service mobile app is designed with robust offline capabilities. Technicians can download their work orders and other necessary data before going to a location with poor or no connectivity. They can update work orders, complete tasks, and capture information offline, and the data will sync back to the server once a connection is re-established.
- 7
A new administrator is learning about the structure of Dynamics 365 customer engagement apps. They need to understand the relationship between the different solution components. Which of the following diagrams best represents this relationship?
graph TD subgraph "Power Platform" Dataverse[(Dataverse)] end subgraph "Dynamics 365 Apps" Sales[Sales] CustomerService[Customer Service] FieldService[Field Service] end subgraph "Custom Apps" PowerApp[Model-Driven Power App] end Sales --> Dataverse CustomerService --> Dataverse FieldService --> Dataverse PowerApp --> DataverseShow answer details
Correct answer: B
The diagram correctly illustrates that Microsoft Dataverse is the foundational data layer for the Power Platform. Both Microsoft's own Dynamics 365 apps (like Sales, Customer Service) and custom-built model-driven Power Apps are built on top of and store their data in Dataverse. This unified data model is a core concept of the platform.
- 8
A global logistics company uses Dynamics 365 Field Service to manage its fleet of maintenance technicians. The company needs to ensure that only technicians with a specific 'Level 2 Electrical Certification' are assigned to work orders involving high-voltage equipment. What is the most efficient way to configure this requirement in the system?
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Correct answer: B
Characteristics are skills, certifications, or attributes of a bookable resource. By defining the certification as a characteristic and linking it to the incident types for high-voltage work, the Schedule Assistant and Resource Schedule Optimization (RSO) can automatically filter for and assign only qualified technicians. Resource Roles are too general, Territories are for location, and Business Units are for security/organizational structure.
- 9
A new administrator at a company using Dynamics 365 is trying to understand the foundational data structure. They are told that all customer engagement apps, such as Sales and Customer Service, are built upon a common data platform that provides a unified set of tables like 'Account' and 'Contact'. What is the name of this underlying data platform?
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Correct answer: C
Microsoft Dataverse is the scalable data service and app platform that allows users to securely store and manage data used by business applications. Dynamics 365 customer engagement apps are built on Dataverse, which provides the common data model including standard tables like Account, Contact, and Activity.
- 10
A marketing team is planning a multi-stage, interactive campaign for a new product launch. The campaign must send a welcome email, wait three days, send a follow-up with a discount if the customer hasn't clicked the link in the first email, and create a phone call task for the sales team if a purchase is made. Which component of Dynamics 365 Customer Insights is specifically designed to orchestrate this type of automated, trigger-based marketing process?
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Correct answer: C
Customer journeys in Dynamics 365 Customer Insights - Journeys allow marketers to create automated, multi-step campaigns that guide contacts through a process. They can include triggers, wait times, conditional branches (if/then logic), and actions like sending emails or creating tasks, which perfectly matches the scenario's requirements.
