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Microsoft MB-910 Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) Exam Practice Test

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Total 143 questions

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

Question 1

A company uses Dynamics 365 Customer Insights - Journeys and Dynamics 365 Customer Voice.

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

NOTE: Each correct selection is worth one point.

Question # 1

Options:

Question 2

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.

Question # 2

Options:

Question 3

A company uses Dynamics 365 Marketing. The company wants an automated solution to test two email designs before launching the entire email campaign.

You need to recommend a solution for the company.

What should you recommend? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question # 3

Options:

Question 4

A company purchases Dynamics 365 Sales and Dynamics 365 Marketing. The company wants to be able to host webinars and events but is concerned about controlling costs.

You need to recommend solutions to meet the company's requirements.

Which products should you recommend? To answer, drag the appropriate products to the correct features. Each product 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.

Question # 4

Options:

Question 5

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.

Question # 5

Options:

Question 6

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?

Options:

A.

Power Automate desktop flow

B.

Customer interactions timeline

C.

Email campaign

D.

Segment-based journey

E.

Trigger-based journey

Question 7

A company plans to implement a solution to send a survey after a case is closed.

The survey tool must send the survey with the case number, contact name, and results linked to the case record.

You need to create the survey.

Which tools or components should you use for each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Question # 7

Options:

Question 8

A company is implementing Dynamics 365 Customer Service. You need to recommend features that will meet the requirements.

Which features 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.

Question # 8

Options:

Question 9

A company plans to implement Dynamics 365 Marketing.

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

NOTE: Each correct selection is worth one point.

Question # 9

Options:

Question 10

A company uses Dynamics 365 Field Service.

You create a work order from a case. A field service administrator schedules the work order. A technician arrives at the site of the work order and is ready to begin work on time.

What is the status of the work order?

Options:

A.

Open – In progress

B.

Open – Unscheduled

C.

Traveling

D.

Open – Scheduled

Question 11

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

NOTE: Each correct selection is worth one point.

Question # 11

Options:

Question 12

A company wants an application that meets the following requirements:

  • Display the latest news about the company.
  • Recommend leads to sales team members.

You need to identify an application to meet the requirements. What should you recommend?

Options:

A.

Dynamics 365 Customer Service

B.

Linkedln Campaign Manager

C.

Dynamics 365 Sales Insights

D.

Linkedln Sales Navigator

Question 13

A company allows customers to submit cases through its website. A case type field on the webform has sales and service options.

You need to add the case automatically to the sales or service queue based on the field value, using only out-of-the-box functionality. What should you configure?

Options:

A.

assistant

B.

sequence

C.

routing rule

D.

record creation and update rule

Question 14

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.

Question # 14

Options:

Question 15

A company uses Dynamics 365 Sales.

The company plans to use Linkedln Sales Navigator to increase sales productivity and assist salespersons in their daily duties.

You need to identify potential decision makers for a sale.

Which Linkedln Sales Navigator feature should you use?

Options:

A.

Related Leads

B.

Top Card

C.

Auto Capture

Question 16

All employees at a company use Office 365. You are setting up Dynamics 365 Sales for the company. Only some employees will have licenses for Dynamics 365 Sales.

You need to recommend solutions for the company.

What should you recommend? To answer, drag the appropriate solutions to the correct requirements. Each solution 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.

Question # 16

Options:

Question 17

An air-conditioning repair company uses Dynamics 365 Field Service, Customers and users report several issues. What should you use to resolve each issue? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question # 17

Options:

Question 18

A company is implementing Dynamics 365 Customer Service.

The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.

You need to recommend which apps the company should implement.

Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app 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.

Question # 18

Options:

Question 19

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?

Options:

A.

Service level agreements

B.

Customer Service Insights

C.

Power Automate to transfer cases

D.

Knowledge base management

Question 20

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.

Question # 20

Options:

Question 21

A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

NOTE: Each correct selection is worth one point.

Question # 21

Options:

Question 22

A customer plans to use knowledge articles to share information as cases are resolved.

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

NOTE: Each correct selection is worth one point.

Question # 22

Options:

Question 23

A company implements Dynamics 365 Sales. Users are unsure how to perform various tasks.

You need to recommend features to help the company configure the system.

What 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.

Question # 23

Options:

Question 24

A company is evaluating Dynamics 365 Field Service.

The company must be able to manage technicians that perform onsite repairs at client offices.

You need to understand which product features are available to meet the requirements.

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

NOTE: Each correct selection is worth one point.

Question # 24

Options:

Question 25

A company uses Dynamics 365 Field Service. Technicians in the company use the Field Service mobile app to complete tasks when the technician is located at a customer site.

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

NOTE: Each correct selection is worth one point.

Question # 25

Options:

Question 26

A company implements Dynamics 365 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.

Question # 26

Options:

Question 27

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.

Options:

A.

emails

B.

CSV files

C.

Dynamics 365 Commerce

D.

Dynamics 365 Customer Insights

Question 28

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.

Question # 28

Options:

Question 29

A company is considering implementing products and the product catalog in Dynamics 365 Sales.

Sales transactions can occur in multiple currencies. The company wants to manage exchange rates. You need to explain to the company how Dynamics 365 Sales handles currency.

Which two statements describe how Dynamics 365 Sales handles currency? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options:

A.

By default, all available currencies can be used.

B.

By default, a base currency is available and other currencies can be added as needed.

C.

Exchange rates are automatically updated.

D.

Exchange rates need to be updated manually.

Question 30

All employees at a company work eight hours each day Monday through Friday. A resource named Resource1 has 40 hours available for a specific week.

Question # 30

You need to schedule Resource1 to work on a project during that week. The resource must work the hours detailed below:

Which allocation method should you use?

Options:

A.

Remaining capacity

B.

Percentage capacity

C.

Full capacity

D.

Front-load hours

Question 31

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

NOTE: Each correct selection is worth one point.

Question # 31

Options:

Question 32

A company uses Dynamics 365 Field Service. The company sends employees to customer sites for

repairs. Work orders are created for repairs. No customizations have been made.

A work order status must be automatically changed to the correct stage when resources are booked.

Which three bookable resource statuses should you use?

Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Scheduled

B.

On Break

C.

Traveling

D.

Closed-Posted

E.

Open-Unscheduled

Question 33

A company uses Dynamics 365 Marketing.

You must choose a real-time marketing customer journey type to start the journey.

Which two journey types you can use? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Audience-based

B.

Event-based

C.

Scheduled

D.

Customer onboarding

Question 34

A company maintains a group of commercial buildings. The company implements Dynamics 365 Field Service.

A new employee is hired. The employee holds several advanced certifications for maintaining specific types of industrial air filtration units.

You need to add The new employee as a resource in the system.

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

NOTE: Each correct selection is worth one point.

Question # 34

Options:

Question 35

A company uses Dynamics 365 Sales.

The company must use Export to Excel to edit multiple records. Microsoft Dataverse must update automatically.

You need to select the option.

Which option should you select?

Options:

A.

Dynamic PivotTable

B.

Static worksheet

C.

Dynamic worksheet

D.

Open in Excel Online

Question 36

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.

Question # 36

Options:

Question 37

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?

Options:

A.

Dynamics 365 Sales Insights

B.

Microsoft Excel

C.

Microsoft Outlook

D.

Microsoft Teams

Question 38

You are a consultant working with a company that sells sporting equipment. The company uses Microsoft 365 and Dynamics 365 Sales.

You need to recommend tools that integrate with Dynamics 365 Sales and improve file collaboration.

What three tools should you recommend? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Power BI

B.

SharePoint Online

C.

OneDrive for Business

D.

Microsoft Teams

E.

Power Automate

Question 39

A manufacturing company plans to implement Dynamics 365 Field Service.

You need to determine which features are needed to meet the company’s requirements.

Which features should you implement? 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.

Question # 39

Options:

Question 40

You use Dynamics 365 Customer Insights - Journeys and Dynamics 365 Customer Insights - Data.

Select the answer that correctly completes the sentence.

Question # 40

Options:

Question 41

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. Users must be able to attach notes to the proposal.

You need to recommend an app for the company. Which app should you recommend?

Options:

A.

Microsoft Excel

B.

Microsoft Outlook

C.

Dynamics 365 Sales Insights

D.

Microsoft Teams

Question 42

A company manufactures environmental sensors that can be monitored remotely. Match each component to its definition.

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

NOTE: Each correct selection is worth one point.

Question # 42

Options:

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Total 143 questions