Welcome to the questions-and-answers listing page for the Microsoft Certified: Dynamics 365 Fundamentals (CRM) - (MB-910) exam. Here, you’ll find a compilation of 280 real practice questions designed to help you prepare effectively for the certification. Each question is curated to enhance your understanding of the core concepts, functionalities, and features of Microsoft Dynamics 365 CRM. As you go through the questions, take note of the ones that challenge you and focus your study efforts on those topics.
To make the most of your study session, consider adopting the following approaches:
1. **Active Recall and Self-Testing**: Instead of passively reviewing notes, actively quiz yourself using these practice questions. This method strengthens your memory retention and helps identify areas where you need further review.
2. **Conceptual Understanding over Memorization**: Aim to understand the underlying principles of each topic rather than just memorizing facts or answers. This deeper comprehension will enable you to solve variations of questions you may encounter on the exam.
3. **Regular Practice and Time Management**: Set aside dedicated time for practice, simulating exam conditions to improve your time management skills. This will help you feel more comfortable and confident on exam day.
Use these tips in conjunction with the questions provided here to bolster your preparedness for the MB-910 exam. Good luck!
A company plans to use Dynamics 365 customer engagement apps. You need to describe how Dynamics 365 customer engagement apps can be used to improve interactions with customers. Which improved interaction should you describe as a result of the customer engagement apps?
This item tests the candidate’s knowledge of the use cases for Dynamics 365 customer engagement apps. Dynamics 365 customer engagement apps help users create personalized marketing, sales, and service experiences by using data and intelligence to improve every interaction. The Dynamics 365 customer engagement apps prioritize with whom to engage and identify how and when to connect. Controlling finances, improving supply chain management, and managing human resources are provided by finance and operations apps, not the customer engagement apps.
A company uses Dynamics 365 Field Service. You need to describe the capabilities of a schedule board to a new dispatcher. How should you describe a schedule board?
This item tests the candidate’s knowledge of scheduling in Dynamics 365 Field Service. The schedule board shows the schedule for all technicians. Active work orders display in the work order’s view, not the schedule board. Resource requirements are created when a work order is created. The schedule board does not display the customer assets, it displays the list of work orders related to the assets.
A global company uses Dynamics 365 Customer Service. The company needs knowledge articles to be available in different languages on their Power Pages portal website. What should you do?
This item tests the candidate’s knowledge of publishing Dynamics 365 Sales knowledge articles in different languages. This is a standard feature available within Dynamics 365 Customer Service. Articles must be published by default, to be displayed on the website. Articles which are approved will allow the article to be translated. However, it will not automatically expose the article to the website. Setting the user's default language will allow users to create articles in their own language. However, it will not expose the article to the website. Setting the organization's default language will allow users to create articles in the default language of the organization. However, it will not expose the article to the website.
A company needs to launch a new product. You need to manage an event for the new product launch. What should you use?
This item tests the candidate’s knowledge of managing events with Dynamics 365 Customer Insights - Journeys. Dynamics 365 Customer Insights - Journeys enables users to manage events. Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Remote Assist do not include event management capabilities.
A company uses Dynamics 365 Customer Service. A coworker manually adds a case to your personal queue by mistake. You need to redirect the case to the correct team's queue. Which two options can you use? Each correct answer presents a complete solution.
This item tests the candidate’s knowledge of using queues to manage work in Dynamics 365 Customer Service. Dynamics 365 Customer Service includes automatic case routing based on rulesets. The Apply routing rule will add the case to the correct queue based on the rules defined. The route case button allows the user to select a queue to route the case to. Assigning a case changes the owner of the case; it does not change the queue the case is in. Picking the case assigns the case to you and marks the case as being worked on in the queue. Releasing the case removes the case from the queue, leaving the case not in any queue. Sharing cases does not change the queue the case is in.
A company uses Dynamics 365 Field Service. The company is planning to perform inspections as part of the associated work orders. Which two are capabilities of inspections? Each correct answer presents a complete solution.
This item tests the candidate’s knowledge of the inspections feature in Dynamics 365 Field Service. Inspections can be performed offline, and the results synced when internet connectivity is re-established. Inspections can be edited and published with new versions created to adapt to process and business changes. Telemetry readings are available for IoT devices in Connected Field Service. Inspections capture responses to questions and cannot read devices. Functional locations are used with customer assets to specify the exact location of an asset at a customer site. An inspection can be associated with a customer asset, but not a functional location. The schedule assistant is used for scheduling work orders. An inspection can be added to a work order service task, but scheduling is performed on the work order not an inspection.
A company uses customer engagement apps in Dynamics 365. You need to suggest a method that requires minimal effort to capture and analyze customers’ feedback on case resolution. Which option should you suggest?
This item tests the candidate’s knowledge of the capabilities of Dynamics 365 Customer Voice. Dynamics 365 Customer Voice provides features such as personalized surveys, insights, reports, and support for multiple channels including email, web, and mobile. Dynamics 365 Customer Voice integrates with Dynamics 365 Customer Insights - Data, Dynamics 365 Customer Insights - Journeys, and other customer engagement apps to capture and analyze customer feedback. Email is not the most efficient option, as it is difficult to collect and analyze feedback as compared to Dynamics 365 Customer Voice. Phone Call is not the most efficient option as it is difficult to collect and analyze the feedback compared to Dynamics 365 Customer Voice. Capturing the responses in the case record is not the most efficient option, as it does not provide rich features such as Dynamics 365 Customer Voice.
A company uses Dynamics 365 Customer Insights - Journeys. You need to manage marketing efforts. Which two capabilities can you use? Each correct answer presents part of a complete solution
This item tests the candidate’s knowledge of managing marketing efforts by prioritizing leads and organizing events. Dynamics 365 Customer Insights - Journeys can be used to prioritize leads. Dynamics 365 Customer Insights - Journeys can be used to organize events. Quote generation is available within Dynamics 365 Sales and is not available in Dynamics 365 Customer Insights - Journeys. Sequences help sales managers enforce best practices by allowing the configuration of standard activities to be followed by the sales team. Management of stakeholders and set up of the sales team is a feature available by default within the Dynamics 365 Sales module.
You have qualified a lead in Dynamics 365 Sales. Which two actions should you perform next in the sales lifecycle? Each correct answer presents part of a complete solution.
This item tests the candidate’s knowledge of opportunity management in Dynamics 365 Sales. You should add products to the newly created opportunity for your solution that meet the customer’s requirements. This prices the opportunity. You should add a quote to the opportunity. This action creates a quote and copies the details and products from the opportunity to the quote. Creating a quote enables you to present your offer to the customer. You should only create a sales order when the customer accepts the quote. You should present the offer to the customer from an activated quote. An activated quote locks in product pricing.
A company uses Dynamics 365 Field Service. The scheduling team needs work orders to be scheduled overnight by the system. Which scheduling option should you configure?
This item tests the candidate’s knowledge of the different scheduling options including Resource Scheduling Optimization. Resource Scheduling Optimization automatically matches resources and demands by criteria and business goals. Schedulers manually use the Scheduling assistant to view recommended times and resources for bookings. Service Scheduling is currently only available in Dynamics 365 Customer Service and is used to plan and schedule service activities. Manual scheduling uses the Schedule board to view recommended times and resources for bookings.
Frequently Asked Questions
How realistic are the practice questions for the MB-910 exam?
The practice questions are designed to closely mimic the format and style of the actual MB-910 exam, allowing you to familiarize yourself with the types of questions you may encounter.
How should I use the practice questions to prepare for the exam?
You should integrate the practice questions into your study routine by reviewing them regularly, assessing your understanding, and focusing on areas where you struggle to improve your overall knowledge.
How many practice questions should I complete before the real exam?
While there's no set number, completing at least 200 to 250 practice questions can provide a solid foundation and help build your confidence for the actual exam.
Can I expect all topics covered in the exam to be included in the practice questions?
Yes, the practice questions aim to cover a wide range of topics related to the MB-910 exam, ensuring that you get a well-rounded preparation experience.
What is the best way to track my progress while using the practice questions?
Consider keeping a log of your scores, focusing on areas of difficulty, and reviewing explanations for both correct and incorrect answers to identify patterns in your understanding.
