microsoft mb-910 practice test

Question 1

You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?

• A. Project task
• B. Task
• C. Entitlement
• D. Work order

Question 2

DRAG DROP

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 3

Customers submit suggestions, questions, and cases to a company by using the following channels:
Submitting a case in a customer service portal.
Emailing a support mailbox.
Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?

• A. Work orders
• B. Queues
• C. Work items
• D. Activities

Question 4

You use Dynamics 365 Field Service.
Each time a customer contacts a call center to request service, you plan to send a technician to the customer's location. You receive a service request and create a work order.
You need to identify the next step in the process.
What should you do next?

• A. Adjust inventory values.
• B. Schedule and dispatch the work order.
• C. Generate an invoice.
• D. Review and close the work order.

Question 5

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.
Hot Area:

Question 6

DRAG DROP

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.

Question 7

A company sells and services commercial refrigeration equipment. The company is implementing Dynamics 365 Project Operations.
You need to ensure that you can select a service technician for an assignment that has the required expertise to address the equipment issues reported by a customer.
Which two features should you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

• A. Resource skills
• B. Resource roles
• C. Proficiency models
• D. Service-level agreements

Question 8

HOTSPOT 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.
Hot Area:

Question 9

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

• A. SharePoint Online
• B. Microsoft Teams
• C. Power BI
• D. OneDrive for Business
• E. Power Automate

Question 10

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.

• 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.