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MB-910 Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) Questions and Answers

Questions 4

You use Dynamics 365 Field Service.

Each time a customer contacts a call center to request service, you plan to send a technician to the customer’s location. You receive a service request and create a work order.

You need to identify the next step in the process. What should you do next?

Options:

A.

Adjust inventory values.

B.

Schedule and dispatch the work order.

C.

Generate an invoice.

D.

Review and close the work order.

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Questions 5

You need to identify the data sources that Microsoft Copilot for Sales can use. Which two sources should you identify? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Options:

A.

Microsoft Fabric

B.

ERP

C.

Microsoft Office

D.

CRM

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Questions 6

A company is considering implementing products and the product catalog in Dynamics 365 Sales.

Sales transactions can occur in multiple currencies. The company wants to manage exchange rates. You need to explain to the company how Dynamics 365 Sales handles currency.

Which two statements describe how Dynamics 365 Sales handles currency? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options:

A.

By default, all available currencies can be used.

B.

By default, a base currency is available and other currencies can be added as needed.

C.

Exchange rates are automatically updated.

D.

Exchange rates need to be updated manually.

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Questions 7

A company plans to use Dynamics 365 Customer Insights - Journeys. You need to describe app event functionality. For each of the following statements, select Yes if the statement is true. Otherwise, select No NOTE: Each correct selection is worth one point.

Options:

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Questions 8

You are evaluating activity records in Dynamics 365 Sales.

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

NOTE: Each correct selection is worth one point.

Options:

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Questions 9

A company uses Dynamics 365 Sales. The company creates sales proposals as PDF documents.

The company wants multiple users to access the latest version of a sales proposal in Dynamics 365 Sales. Users must be able to attach notes to the proposal.

You need to recommend an app for the company. Which app should you recommend?

Options:

A.

Microsoft Excel

B.

Microsoft Outlook

C.

Dynamics 365 Sales Insights

D.

Microsoft Teams

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Questions 10

You are evaluating Dynamics 365 Sales as a potential replacement for your company's existing sales system. What is a lead? To answer, select the appropriate option in the answer area.

Options:

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Questions 11

You have a chart that displays a summary of accounts by industry.

You need a chart that displays the same data grouped by city. You must be able to access the chart at a later date.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Expand the existing chart.

B.

Edit the existing chart.

C.

Select the city field in the drill-down menu.

D.

Create a new chart.

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Questions 12

A company uses leads and opportunities to track potential sales. Salespeople have a difficult time determining prioritizing opportunities. You need to ensure opportunities are categorized to ensure sales efficiency. Which feature should you implement?

Options:

A.

Predictive opportunity scoring

B.

Price calculation

C.

Kanban view

D.

Sales forecast

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Questions 13

Dynamics 365 Customer Service has the following requirements:

    Issues created on a website must be added to Dynamics 365 Customer Service.

    A customer must be limited to opening no more than 10 issues a month.

    Escalations must be organized into an area that ensures managers can view escalated issues.

You need to identify the areas in the system that meet the requirements.

Which area should you identify? To answer, drag the appropriate areas to the correct requirements. Each area may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

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Questions 14

A company uses agent productivity tools in Dynamics 365 Customer Sen/ice to assist users with their work. The company does not plan to use knowledge management. Users require a solution that provides the following implementations:

• Reduce the number of user actions to send an email to a customer outside of a conversation.

• Provide step-by-step instructions to ensure accurate legal disclaimers are always given when users speak to customers.

You need to recommend a solution.

Which tool should you recommend? To answer, move the appropriate tool to the correct requirement. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

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Questions 15

A company uses Dynamics 365 Marketing. The company wants an automated solution to test two email designs before launching the entire email campaign.

You need to recommend a solution for the company.

What should you recommend? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Questions 16

A service company is planning to implement a new system. You evaluate whether the company’s requirements can be met by using Dynamics 365 Field Service without customizations.

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

NOTE: Each correct selection is worth one point.

Options:

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Questions 17

A company uses Dynamics 365 Field Service.

The maintenance manager wants to be able to add a list of question to work orders to ensure that field technicians follow the same steps when servicing customer equipment.

You need to explain to the manager which features are available to meet the requirement. Which feature should you use?

Options:

A.

Connected Field Service

B.

Inspections

C.

Microsoft Customer Voice

D.

Scheduling

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Questions 18

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?

Options:

A.

Timeline

B.

Contact information

C.

Controls

D.

Attachments

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Questions 19

A company uses Dynamics 365 Marketing.

Marketing team members must be able to group related customers for campaigns, market research, and surveys.

What should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

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Questions 20

For each of the following statements, select Yes if the statement is true. Otherwise, select No. NOTE: Each correct selection is worth one point.

Options:

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Questions 21

A company uses Dynamics 365 Sales and Dynamics 365 Customer Service apps. Technicians doing repair work should not have access to customer orders and invoices. You need to limit the technicians" access to data. Which feature should you use?

Options:

A.

Data loss prevention policy

B.

Role-based security

C.

Environment-level security

D.

Row-level security

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Questions 22

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 to discuss strategies. Which app should you recommend?

Options:

A.

Customer Service Insights

B.

Market Insights

C.

Power Virtual Agents

D.

Sales Insights

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Questions 23

A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services. For each of the following statements, select Yes if the statement is true. Otherwise, select No. NOTE: Each correct selection is worth one point.

Options:

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Questions 24

A salesperson creates a record in Dynamics 365 Sales for a potential customer. The salesperson is unable to find the record and knows the customers first name only.

You need to help the salesperson find the record.

Match each search type to its scenario.

Instructions: To answer, drag the appropriate search type from the column on the left to its scenario on the right. Each search type may be used once, more than once, or not at all. Each correct match is worth one point.

Options:

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Questions 25

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?

Options:

A.

Draft

B.

Waiting

C.

Active

D.

Canceled

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Questions 26

You are a project manager for a company that uses Dynamics 365 Project Operations.

You need to determine whether a specific resource has availability to work on a project.

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

NOTE: Each correct selection is worth one point.

Options:

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Questions 27

A company plans to synchronize LinkedIn Campaign Manager with Dynamics 365 Marketing to determine who is looking at their LinkedIn advertisements.

What happens during synchronization? To answer, select the appropriate option in the answer area.

Options:

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Questions 28

You are the resource manager for an electrical contractor that uses Dynamics 365 Project Operations.

You need to track information about electricians’ qualifications professional licenses, and certifications. Which attribute should you use?

Options:

A.

Skills

B.

Roles

C.

Rating values

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Questions 29

A customer service supervisor uses the Omnichannel Sentiment Analysis dashboard. You need to describe how the dashboard can be personalized.

Which two personalization options can you use? Each correct answer presents a complete solution. NOTE Each correct selection is worth one point.

Options:

A.

tile rearranging

B.

bookmarks

C.

filters

D.

sorting

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Questions 30

You work as a technician and receive your work assignments by using cases in Dynamics 365 Sales.

You need to review the timeline for a case that you are managing. Which type of activity appears in the case timeline?

Options:

A.

Project task

B.

Task

C.

Entitlement

D.

Work order

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Questions 31

A company uses Dynamics 365 Field Service. Technicians in the company use the Field Service mobile app to complete tasks when the technician is located at a customer site.

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

NOTE: Each correct selection is worth one point.

Options:

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Questions 32

A company is implementing Dynamics 365 Customer Service. You need to recommend features that will meet the requirements.

Which features should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

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Questions 33

A company implements Dynamics 365 Sales.

You need to recommend the features to implement that meet the following requirements:

    Display a landing page when a sales manager signs in that shows the pipeline, top leads, open opportunities, and won opportunities.

    Display an interactive list that allows sales representatives to see details for their accounts including the name, address, phone number, contact, and last contact date for the account. Allow sorting by any column.

Which features should you recommend?

To answer, drag the appropriate features to the correct requirements. Each feature may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

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Questions 34

You use Dynamics 365 Customer Service. You plan to configure service-level agreements (SLAs) for cases.

Which feature should you use? To answer, drag the appropriate features to the correct scenarios. Each feature may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

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Questions 35

A company uses social media for marketing.

The company wants to use out-of-the-box Dynamics 365 Marketing functionality to streamline social media marketing.

You need to determine the supported social media activities.

Which action is supported?

Options:

A.

Gel notified when a company is mentioned.

B.

Schedule a post to be published in the future.

C.

Analyze the sentiment of posts about a company.

D.

Automatically follow another account when a specified condition is met

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Questions 36

A company uses lead scoring models with Dynamics 365 Customer Insights - Journeys.

You need to identify actions that affect lead scores.

Which two actions should you identify? Each correct answer is a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

webpage visits

B.

phone calls

C.

form submissions

D.

event payments

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Questions 37

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?

Options:

A.

opportunity

B.

contact

C.

case

D.

quote

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Questions 38

All employees at a company work eight hours each day Monday through Friday. A resource named Resource1 has 40 hours available for a specific week.

You need to schedule Resource1 to work on a project during that week. The resource must work the hours detailed below:

Which allocation method should you use?

Options:

A.

Remaining capacity

B.

Percentage capacity

C.

Full capacity

D.

Front-load hours

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Questions 39

A company allows customers to submit cases through its website. A case type field on the webform has sales and service options.

You need to add the case automatically to the sales or service queue based on the field value, using only out-of-the-box functionality. What should you configure?

Options:

A.

assistant

B.

sequence

C.

routing rule

D.

record creation and update rule

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Questions 40

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?

Options:

A.

Service level agreements

B.

Customer Service Insights

C.

Power Automate to transfer cases

D.

Knowledge base management

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Questions 41

A company uses Dynamics 365 Sales and Dynamics 365 Customer Service.

The management team wants to understand the benefits of the Dynamics 365 App for Outlook.

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.

Options:

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.

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Questions 42

You are a consultant working with a company that sells sporting equipment. The company uses Microsoft 365 and Dynamics 365 Sales.

You need to recommend tools that integrate with Dynamics 365 Sales and improve file collaboration.

What three tools should you recommend? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Power BI

B.

SharePoint Online

C.

OneDrive for Business

D.

Microsoft Teams

E.

Power Automate

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Questions 43

A customer purchases Microsoft 365 and Dynamics 365 Sales.

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

NOTE: Each correct selection is worth one point.

Options:

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Questions 44

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.

Options:

A.

Knowledge base with Relevance search

B.

Parent and Child case settings

C.

Case management with Related Similar cases

D.

Routing rule sets

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Questions 45

A company implements Dynamics 365 Customer Service.

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

NOTE: Each correct selection is worth one point.

Options:

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Questions 46

A company plans to replace its existing marketing software with Microsoft products.

You need to recommend an app to accomplish each task.

Which app should you recommend? To answer, drag the appropriate applications to the correct tasks. Each application may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

Options:

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Questions 47

A company uses Dynamics 365 Customer Voice.

You need to distribute surveys to different groups of anonymous users by using built-in tools.

Which distribution methods should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Options:

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Exam Code: MB-910
Exam Name: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
Last Update: Nov 7, 2024
Questions: 159
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