MB-910 Sample Questions & Answers

A marketing manager needs to create a target audience for an upcoming webinar focused on financial services. The audience must include all contacts who work in the 'Banking' industry AND have a job title containing 'Manager'. Which Dynamics 365 Customer Insights - Journeys feature should be used to define this specific group of contacts based on their attributes?

A company wants to unify customer data from its e-commerce platform, point-of-sale system, and Dynamics 365 Sales instance to create a single, 360-degree view of each customer. The goal is to calculate metrics like 'customer lifetime value' and identify high-value customer groups. Which Dynamics 365 application is specifically designed for data ingestion, unification, and enrichment to create these comprehensive customer profiles?

True or False: In Dynamics 365 Sales, a Lead must be converted into an Opportunity, an Account, and a Contact record simultaneously. It is not possible to convert a Lead into only an Opportunity and an Account.

A support manager in Dynamics 365 Customer Service needs to ensure that cases related to their 'VIP' customers are automatically assigned to the 'Tier 2 Support' queue as soon as they are created. Which two features should be configured to achieve this? (Select TWO)

A hospital uses Dynamics 365 Field Service to manage maintenance for its medical equipment, such as MRI and X-ray machines. Each piece of equipment has a detailed service history, warranty information, and a schedule for preventative maintenance. In which Field Service entity should this information be stored to associate it with work orders and service schedules?

A user needs to export a list of active accounts from Dynamics 365 to perform a mail merge using a pre-formatted company template in Microsoft Word. Which integration feature should they use to accomplish this most efficiently?

Case Study:

Company Background:
Contoso Coffee is a premium coffee supplier that sells beans and high-end espresso machines to cafes and restaurants. They use Dynamics 365 Sales for managing their sales pipeline and Dynamics 365 Customer Service for handling support requests related to the machines.

Current Situation:
Sales representatives at Contoso Coffee follow a standardized sales process: Qualify Lead -> Develop Opportunity -> Propose Solution -> Close Deal. This process is enforced using a visual guide at the top of the record form. Customer service agents handle cases, but there is no formal system to track how much support time each customer is entitled to based on their purchase contract.

Requirements:

1. The sales process must remain visually guided and ensure that specific data points are collected at each stage before moving to the next.
2. A new system must be implemented to manage customer support entitlements. The 'Gold' support plan, included with premium machine purchases, allows for 15 support hours per year. The 'Standard' plan allows for 5 hours. The system must automatically track and decrement the remaining hours when a case is resolved.

Question:
To meet the requirement for managing customer support plans, which Dynamics 365 Customer Service feature should be implemented?

Case Study (Continues):

Company Background:
Contoso Coffee is a premium coffee supplier that sells beans and high-end espresso machines to cafes and restaurants. They use Dynamics 365 Sales for managing their sales pipeline and Dynamics 365 Customer Service for handling support requests related to the machines.

Current Situation:
Sales representatives at Contoso Coffee follow a standardized sales process: Qualify Lead -> Develop Opportunity -> Propose Solution -> Close Deal. This process is enforced using a visual guide at the top of the record form. Customer service agents handle cases, but there is no formal system to track how much support time each customer is entitled to based on their purchase contract.

Requirements:

1. The sales process must remain visually guided and ensure that specific data points are collected at each stage before moving to the next.
2. A new system must be implemented to manage customer support entitlements. The 'Gold' support plan, included with premium machine purchases, allows for 15 support hours per year. The 'Standard' plan allows for 5 hours. The system must automatically track and decrement the remaining hours when a case is resolved.

Question:
Which Dynamics 365 Sales feature is being used to meet the requirement for a visually guided, multi-stage sales process?

A technician using the Dynamics 365 Field Service mobile app needs to perform a multi-point safety check before starting work on a piece of industrial equipment. The checklist includes questions with yes/no answers, a text box for notes, and requires a customer signature upon completion. Which Field Service feature should be used to create and attach this digital checklist to the work order?

A marketing team wants to send a follow-up satisfaction survey one week after a customer attends a company-hosted event. The process should be fully automated. Which two Dynamics 365 features are BEST suited to build this solution? (Select TWO)