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Microsoft MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)

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Question 1

HOTSPOT
A company plans to implement Dynamics 365 Sales to manage sales pipelines.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
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Solution:
Reference: https://docs.microsoft.com/en-us/dynamics365/sales-professional/customize-business-process- flows

Does this meet the goal?

A. Yes

B. No

Correct Answer:A

Question 2

A company uses Dynamics 365 Sales.
You need to analyze account data and create reports based on the analyses.
Which solution should you use?

A. Microsoft Forms Pro

B. Power BI

C. Power Automate

D. Management Reporter

Correct Answer:B
Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/introduction-sales-template-apps

Question 3

An air conditioning company uses Dynamics 365 Field Service.
When a problem is detected with a customer’s air conditioning system, a new case must be opened automatically. You need to recommend a solution for the company.
What should you recommend?

A. Field Service Mobile

B. Work orders

C. Connected Field Service

D. Universal Resource Scheduling

E. Case management

Correct Answer:C
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

Question 4

DRAG DROP
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.
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Solution:
Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/time/ui-behavior-time

Does this meet the goal?

A. Yes

B. No

Correct Answer:A

Question 5

You attend a tradeshow. A fellow attendee suggests that you implement Dynamics 365 Connected Customer Service. What is a valid use case for Dynamics 365 Connected Customer Service?

A. Analyze customer sentiment from multiple sources.

B. Respond to and resolve customer issues by using social media.

C. Use mixed reality applications to assist technicians performing work in the field.

D. Use IoT devices and AI to predict when a customer’s equipment will need service.

Correct Answer:D
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot- overview

Question 6

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. The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.

B. The case is removed from all queues.

C. The case is removed from the agent’s personal queue and returned to the original support queue.

Correct Answer:C
Reference:
https://docs.microsoft.com/en-us/learn/modules/using-dynamics-365-queues-to-manage-case-workloads/4-working-with-queues

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