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 uses Dynamics 365 Customer Insights - Journeys to run training events for its products. An attendee registers for an event. Which record type is created by default?
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.
A company uses Dynamics 365 Customer Insights - Journeys. You configure automated lead scoring and observe a lead that does not have lead scores. What should you do to fix the issue?
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.
A company uses Dynamics 365 Field Service. The company must replace faulty equipment at customer locations. You need to identify the capabilities of inventory management in Dynamics 365 Field Service. Which two capabilities should you identify? Each correct answer presents a complete solution.
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.
A company uses Dynamics 365 Customer Service. You need to convert records to a case. Which two tables should you use? Each correct answer presents part of a solution.
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.
A company uses Omnichannel for Customer Service for its customers to interact through voice, chat, and email. The company wants to view a detailed breakdown of conversations and the conversation’s assigned topics. Which report or dashboard should you recommend?
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.
A company uses Dynamics 365 Customer Service. You configure a Power Automate cloud flow by using a template to send a Customer Voice survey when a case is resolved. You need to view the customer survey response from the customer. In which two locations can you view the customer response in the Dynamics 365 Customer Service Hub app? Each correct answer presents a complete solution.
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.
A company is implementing Dynamics 365 customer engagement apps. The company wants to schedule third-party engineers to service its customers by using built-in functionality. Which two apps can you recommend? Each correct answer presents a complete solution.
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.
A company is implementing Dynamics 365 customer engagement apps. The company wants to understand how Microsoft Dataverse can be used to help with data quality issues. What are two features that support logic and validation in Dataverse? Each correct answer presents part of the solution.
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.
A company needs to map their current sales process to the sales process in Dynamics 365 Sales. Which sales process should the company follow?
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.
A company uses Dynamics 365 Sales. An employee fulfills an order. Which type of record can be created next?
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.
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.
