Microsoft Certified: Dynamics 365 Fundamentals (CRM) - (MB-910) Exam Questions

This item tests the user’s knowledge of event management features and capabilities. A contact record is created by default if one does not already exist. A lead record can be configured to be created. However, this is not created by default. A customer journey record and an opportunity record are not created.

This item tests the candidate’s knowledge of automated lead scoring. This applies to all leads but only if the lead is associated with a contact or account. Lead scoring only works for leads that are associated with a contact or account. Lead scoring does not require that leads have an email address or a business process flow. Leads are scored according to all defined scoring models. They cannot be selectively associated with specific models.

This item tests the candidate’s knowledge of common field service processes. Dynamics 365 Field Service contains functionality to manage product inventory that is delivered and installed at customer locations by using work orders. Inventory management includes purchase orders to order products that are delivered to warehouses. When a product is taken from a warehouse and used to replace faulty equipment, returns are used. The returned product can then be returned to the vendor or put back in the warehouse. Dynamics 365 Field Service inventory management automatically tracks the product quantities. When a product is installed at a customer location, it can optionally be created as a customer asset. Inventory management is not used to track assets. Resources represent the field service technicians that are scheduled to deliver service at a customer location. Resources are not part of inventory management. Work orders define the location where work is to be performed, the steps taken, and any products or services used in the work order. Work orders are not part of inventory management.

This item tests the candidate’s knowledge of working with Customer Service components to convert records to a case. Dynamics 365 Customer Service supports creating records from a select list of activity types which include email and task. Users will not be able to convert a lead, opportunity, or quote to a case out of the box.

This item tests the candidate’s knowledge of reporting and analytics available within Omnichannel for Customer Service. Omnichannel historical analytics provide detailed conversation and topic analytics. Customer Service historical analytics is used for the analysis of AI-generated conversation topics; the Customer Service historical analytics report does not provide information about conversations. The Intraday dashboard is used for supervisors to track the status of the contact center’s KPIs. The Ongoing Conversation dashboard provides information about conversations that agents are managing. Neither the Intraday nor the Ongoing dashboards provide a detailed breakdown of conversations, and a breakdown of conversation topics are not visible in these reports.

This item tests the candidate’s knowledge of the use cases of Dynamics Customer Voice for Customer Service. The Customer Voice survey invitation and response are stored as activities in Microsoft Dataverse and are set regarding the case. The Customer Voice response will be displayed in the timeline of the case and will also be rolled up and displayed in the timeline of the account. Customer Voice survey responses are not added to queues. The dashboards do not show survey response details.

This item tests the candidate’s knowledge of Dynamics 365 applications built on Microsoft Dataverse. Dataverse is used to power many applications, some of which use Dataverse as a central repository. Dynamics 365 Field Service and Dynamics 365 Customer Service are two of the first-party model-driven apps built that use the diverse features of Dataverse. Scheduling is not a built-in feature of Dynamics 365 Sales or Dynamics 365 Guides.

This item tests the candidate’s knowledge of logic and validation features available within Dataverse. One of the benefits of using Microsoft Dataverse is its built-in logic and validation. Dataverse uses server-side logic and validation to ensure data quality. Business rules provide validation of data, and workflows drive logic within the system. Security is a feature provided by Dataverse, but it does not drive logic or validation within Dataverse. Power Query is used to support data import into Dataverse, not logic and validation.

This item tests the candidate’s knowledge of data types used in the sales process for Dynamics 365 Sales. The standard sales process is lead, opportunity, quote, order, invoice. A lead is qualified to an opportunity, from which a quote is created. From the quote, a user can create an order, and from the order an invoice can be generated.

This item tests the candidate’s knowledge of orders and invoices. Invoice records can be created manually or can be automatically generated on the fulfillment of an order. Quote records can be generated from an opportunity or without association to an existing opportunity record. Account records can be created manually or automatically created on the qualification of a lead record. Opportunity records can be created manually or automatically created on the qualification of a lead record.