MB-910 practice questions
A company implements Dynamics 365 Customer Service for their support desk.
Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.
You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.
What should you implement?
A. Power Automate to transfer cases
B. Service level agreements
C. Knowledge base management
D. Customer Service Insights
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Question
You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?
A. Project task
B. Task
C. Entitlement
D. Work order
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Question
A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.
Temporary employees take much longer to resolve cases than seasoned employees.
You need to recommend features that will help employees find information needed to resolve cases.
Which two options should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Knowledge base with Relevance search
B. Parent and Child case settings
C. Case management with Related Similar cases
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Question
A company plans to implement Dynamics 365 Customer Service.
The company wants to use the system to determine when customers are having an issue and need help.
You need to track customer issues until the issues are resolved.
What should you create?
A. opportunity
B. contact
C. case
D. quote
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Question
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 to increase the duration of entitlements from six months to one year.
You need to help the customer service manager make the changes.
Which status indicates that an entitlement must be renewed?
A. Draft
B. Waiting
C. Active
D. Canceled
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Question
You attend a tradeshow. A fellow attendee suggests that you implement Dynamics 365 Connected Customer Service.
What is a valid use case for Dynamics 365 Connected Customer Service?
A. Analyze customer sentiment from multiple sources.
B. Respond to and resolve customer issues by using social media.
C. Use mixed reality applications to assist technicians performing work in the field.
D. Use IoT devices and AI to predict when a customer’s equipment will need service.
Discussion forum
Question
A company uses Dynamics 365 Sales.
The company must use Export to Excel to edit multiple records. Microsoft Dataverse must update automatically.
You need to select the option.
A. Dynamic worksheet
B. Static worksheet
C. Dynamic PivotTable
D. Open in Excel Online
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Question
A company uses Dynamics 365 Sales with out-of-the-box forms.
Users must view logged phone calls and meetings for contacts.
Which feature includes phone calls and meetings?
A. Controls
B. Attachments
C. Contact information
D. Timeline
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Question
A company uses Dynamics 365 Sales.
You disqualify a lead. On a later date, the lead shows interest in buying a product that the company sells.
You need to convert the lead to an opportunity and retain all available history.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Convert the copied lead to an opportunity.
B. Qualify the closed lead as an opportunity.
C. Use the Reactivate Lead functionality to reopen the lead.
D. Qualify the reactivated lead to an opportunity.
E. Create a copy of the lead with data from the original lead.
Discussion forum
Question
A company uses Dynamics 365 Sales.
The company plans to use LinkedIn Sales Navigator to increase sales productivity and assist salespersons in their daily duties.
You need to identify potential decision makers for a sale.
Which LinkedIn Sales Navigator feature should you use?
A. Top Card
B. Auto Capture
C. Related Leads
Discussion forum
Question
Your company uses Dynamics 365 Sales.
You need to prepare and send a quote to a customer.
What are two possible ways to achieve 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
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Question
A company uses Dynamics 365 Sales.
You need to create a forecast in Dynamics 365 Sales so that the sales director will be able to predict upcoming sales revenue.
Which standard record type is used to create the forecast?
A. Account
B. Lead
C. Quote
D. Opportunity
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Question
A company is working with a potential customer on a multi-year contract. The customer decides to delay their decision to commit to the contract.
You want to find other colleagues who have interacted with the potential customer to discuss strategies with the colleagues to close the deal with the customer.
Which app should you recommend?
A. Customer Service Insights
B. Market Insights
C. Power Virtual Agents
D. Sales Insights
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Question
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
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Question
Which two Dynamics 365 Sales out-of-the-box features can 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
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