Free MB-910 Sample Questions — Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

You are evaluating Dynamics 365 Customer Service for a company. A company executive needs to understand which knowledge management features are available. You need to describe the features. Which three features should you describe? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

• A. Converting work orders to knowledge articles
• B. Creating multilingual knowledge articles
• C. Performing a full-text search
• D. Performing an image-based search
• E. Approving knowledge articles before publication

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

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

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

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

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

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?

• A. Analyze the sentiment of posts about a company
• B. Get notified when a company is mentioned
• C. Automatically follow another account when a specified condition is met
• D. Schedule a post to be published in the future

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

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

A company uses Dynamics 365 Marketing. You must choose a real-time marketing customer journey type to start the journey. Which two journey types you can use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

• A. Event-based
• B. Audience-based
• C. Scheduled
• D. Customer onboarding

Technicians use specialized tools when visiting a client to perform a repair. A repair visit needs to be rescheduled if the equipment needed is already being used. You need to implement tools to manage the technician's time and equipment availability. Which app should you use?

• A. Dynamics 365 Field Service
• B. Dynamics 365 Remote Assist
• C. Dynamics 365 Customer Insights - Data
• D. Dynamics 365 Project Operations

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.

• A. tile rearranging
• B. bookmarks
• C. filters
• D. sorting

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

You create a survey by using Dynamics 365 Customer Voice. You need to share the survey with customers. What are three possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

• A. Embed the survey in a webpage
• B. Post the survey link on social media from Dynamics 365 Customer Voice
• C. Have recipients receive a telephone call from Dynamics 365 Customer Voice with the survey
• D. Have recipients open the survey by scanning a QR code from a mobile device
• E. Send an email with the survey link from Dynamics 365 Customer Voice

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

You need to update inventory data for a company's warehouse. Which two record types can you use to update the inventory? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

• A. Agreement
• B. Warehouse
• C. Inventory adjustment
• D. Return merchandise authorization (RMA)

A company interacts with customers on the company website. The company wants to improve the customer experience by using conversational AI to filter information before the agent is contacted. You need to recommend a product that meets the requirement. Which product should you recommend?

• A. Microsoft Teams
• B. Dynamics 365 Customer Voice
• C. Omnichannel for Customer Service
• D. Microsoft Power Automate

You are a sales representative for a company that sells furniture. You collaborate with an engineering team and a design team to support customer proposals. The latest versions of all proposals must be available to both teams. Team members must be able to edit the proposals in real time. You need to attach a proposal to a customer record. Which mechanism should you use to attach the proposal?

• A. Timeline attachment
• B. Word template
• C. Documents tab

A company plans to use Microsoft Power Platform. The company requires a solution that includes contact, account, lead, and opportunity tables. You need to recommend a solution. Which two apps should the company use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

• A. Microsoft Power Apps
• B. Power Automate
• C. Dynamics 365 Sales
• D. Dynamics 365 Customer Service

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

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.

• A. webpage visits
• B. phone calls
• C. form submissions
• D. event payments

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?

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