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

A company plans to implement Dynamics 365 Customer Service.

Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.

You need to create a glossary for employees.

Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its

item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.

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.

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?

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.

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.

A company plans to implement Dynamics 365 Sales with LinkedIn Sales Navigator.

You need to determine the controls that you should implement.

Which controls should you use? To answer, drag the appropriate controls to the correct requirement. Each control 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.

A company has implemented Dynamics 365 Marketing.

You need to implement apps to meet the company’s business requirements.

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

NOTE: Each correct selection is worth one point.

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

NOTE: Each correct selection is worth one point.

A company plans to implement Omnichannel for 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.

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.

A company plans to implement Dynamics 365 Project Operations.

Which two billing methods does Dynamics 365 Project Operations support? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

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?

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?

A company plans to use several Dynamics 365 apps for business operations.

The company plans to use Microsoft Power Platform services to meet several business requirements.

Match each requirement to the Power Platform service.

Instructions: To answer, drag the appropriate Power Platform service from the column on the left to the requirement on the right. Each Power Platform service may be used once, more than once, or not at all.

NOTE: Each correct selection is worth one point.

You are a sales representative for a company.

Which Dynamics 365 Sales can you use to manage the sales pipeline?

A company integrates LinkedIn Campaign Manager with Dynamics 365 Marketing.

Which two actions can the company perform using out-of-the-box features? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Project Operations. You use the Project Operations Team Member app. You need to correct a submitted time entry.

Which functionality should you use? To answer, drag the appropriate functionalities to the correct scenarios. Each functionality 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.

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?

You plan to use sales forecasts in Dynamics 365 Sales.

You need to explain how forecasts can benefit the salesperson, their manager, and the sales enablement manager.

Which forecasting benefits should you explain? To answer, move the appropriate forecasting benefits to the correct sales role. You may use each forecasting benefit 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.

A company uses Dynamics 365 Customer Insights - Data.

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

NOTE: Each correct selection is worth one point.

A company that provides house cleaning services uses Dynamics 365 Customer Service.

The company wants to set up service scheduling. The company needs to gather the following information:

• Cities in which services are offered.

• Personnel and equipment needed to perform services.

• Availability of personnel.

You need to recommend configuration options.

Which configuration option should you recommend? To answer, drag the appropriate configurations to the correct requirements. Each configuration 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.

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?

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

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?

You work for a job placement agency that uses Dynamics 365 Project Operations.

A client needs an expert plumber to handle an emergency situation at their office. You need to identify an expert plumber for the client.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Customer Service. Incoming case records are assigned to queues.

Cases need to be assigned to employees based on predetermined criteria.

You need to determine which routing rules to configure.

Which routing rules should you configure?

To answer, drag the appropriate rule types to the correct needs. Each rule type 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.

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.

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 company uses Dynamics 365 Sales.

The company plans to use Dynamics 365 Sales Insights.

You need to recommend features that meet the requirements.

Which feature 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.

A company sells and services clothing washing machines and dryers. The company uses Dynamics 365 Field Service.

You need to proactively monitor customer’s equipment to identify problems and maintenance needs. Which two Connected Field Service options can you use?

Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

An online retail company uses Dynamics 365 Customer Insights - Journeys.

Customers abandon cans with items after shopping on the company s website. The marketing manager must send an email to these customers to ask if they want to complete the purchase.

You need to select a feature to send the mail.

Which feature should you use?

A company uses Dynamics 365 Field Service.

Employees need to schedule bookings while viewing work order details.

Which feature should you recommend?

Select the answer that correctly completes the sentence.

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.

A company uses Dynamics 365 Omnichannel for Customer Service. Select the answer that correctly completes the sentence.

A company uses Dynamics 365 Customer Service.

The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.

Which statement describes what happens when a case item is released from the queue?

A company schedules technicians by using Dynamics 365 Field Service.

You need to demonstrate to the customer which tools are used for the different scheduling types.

Match each tool to its scheduling type.

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

You are a sales manager working for a paper manufacturer.

You need to create customers in Dynamics 365 Sales and attach the customer’s contract to the customer record as a PDF file.

Which record type should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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. Many users do not have access to Dynamics 365 Sales.

You need to recommend an app for the company.

Which app should you recommend?

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.

You work for a home decorating company.

You need to ensure that qualifying leads can become project-based opportunities.

What should you do? To answer, select the appropriate option in the answer area.

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.

You plan to use Dynamics 365 Customer Voice to gather customer feedback for three different lines of business. You need to determine how each requirement will be fulfilled.

Which objects should you use? To answer, drag the appropriate objects to the correct requirements. Each object 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.

A company plans to implement Dynamics 365 Sales. Which two out-of-the-box features can you use to capture leads? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.