The Latest MB-910 Practice Exam To Pass Microsoft Dynamics 365 Fundamentals (CRM)

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1. Your company uses Dynamics 365 Sales.

You need to prepare and send a quote to a customer.

What are two possible ways to achieve the goal? NOTE: Each correct selection is worth one point.

Close the quote

Generate a document by using a Microsoft Word template.

Export the quote as a PDF file.

Create an order

2. HOTSPOT

A company uses Dynamics 365 Sales.

The sales process must use products.

You need to create the product catalog record type.

Which record types should you create? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

3. HOTSPOT

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.

4. HOTSPOT

A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services.

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

5. 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?

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

The case is removed from all queues.

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

6. You are a sales representative for a company.

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

Turning leads into opportunities

Tracking the asset history of a customer

Resolving an open case of a customer

Tracking service level agreements

7. 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?

Customer Service Insights

Sales Insights

Power Virtual Agents

Market Insights

8. DRAG DROP

A company uses Dynamics 365 Field Service.

The company uses a manual process to create and schedule work orders. The company wants to optimize scheduling and reduce assisted support costs.

You need to recommend appropriate features of Dynamics 365 Field Service to 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.

9. HOTSPOT

You are examining the functionality of views in 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.

10. 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?

Customer Service Insights

Market Insights

Power Virtual Agents

Sales Insights

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11. DRAG DROP

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.

12. 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.

Generate leads from LinkedIn.

Create email templates for LinkedIn messages.

Schedule and publish social posts.

Create and publish events on LinkedIn.

13. A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.

Temporary employees take much longer to resolve cases than seasoned employees.

You need to recommend features that will help employees find information needed to resolve cases.

Which two options should you recommend? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

Knowledge base with Relevance search

Parent and Child case settings

Case management with Related Similar cases

Routing rule sets

14. 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?

Draft

Waiting

Active

Canceled

15. HOTSPOT

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.

16. DRAG DROP

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.

17. 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?

Analyze customer sentiment from multiple sources.

Respond to and resolve customer issues by using social media.

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

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

18. A company uses Dynamics 365 Field Service.

The maintenance manager wants to be able to add a list of QUESTION NO:s to work orders to ensure that field technicians follow the same steps when servicing customer equipment.

You need to explain to the manager which features are available to meet the requirement.

Which feature should you use?

Connected Field Service

Inspections

Microsoft Customer Voice

Scheduling

19. 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?

Timeline

Contact information

Controls

Attachments

20. HOTSPOT

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.

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21. HOTSPOT

A cable installation company is implementing Dynamics 365.

You need to recommend Dynamics 365 applications for the company.

Which app should you recommend? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

22. 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.

Open the Resource Manager Dashboard and filter Role Utilization by the term expert plumber.

Open the client’s project Gantt chart and filter by the term expert plumber.

Open the Resource Utilization board and filter by the term expert plumber.

Open the Schedule board and filter by the term expert plumber.

23. DRAG DROP

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.

24. A customer needs a cost-effective sales solution that can display current news about a lead or an account.

You recommend Microsoft Relationship Sales.

Which two products are included in Microsoft Relationship Sales? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Dynamics 365 Customer Insights

Dynamics 365 Sales Enterprise

Dynamics 365 Sales Insights

LinkedIn Sales Navigator

25. 1.Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

Customer Voice survey

Customer Service Hub

Enterprise Asset Management

Event management

26. HOTSPOT

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.