MB-910 — Microsoft Dynamics 365 Fundamentals (CRM) Study Guide

Question 31

A company uses Dynamics 365 Field Service. A technician needs to create a checklist to determine the work that needs to be performed for a work order. You need to create the checklist. Which tool should you use?

Question 30

A company uses lead scoring models with Dynamics 365 Customer Insights - Journeys. You need to identify actions that affect lead scores. Which two actions should you identify? Each correct answer is a complete solution. NOTE: Each correct selection is worth one point.

Question 32

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

Question 16

HOTSPOT - You use Dynamics 365 Customer Insights - Journeys and Dynamics 365 Customer Insights - Data. Select the answer that correctly completes the sentence.

Question 24

HOTSPOT - A company uses Dynamics 365 Omnichannel for Customer Service. Select the answer that correctly completes the sentence.

Question 19

You need a product that can display customer information from multiple sources in silos. Which product should you select?

Question 45

A company interacts with customers on the company website. The company wants to improve the customer experience by using conversational AI to filter information before the agent is contacted. You need to recommend a product that meets the requirement. Which product should you recommend?

Question 37

You need to identify the data sources that Microsoft Copilot for Sales can use. Which two sources should you identify? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Question 21

Technicians use specialized tools when visiting a client to perform a repair. A repair visit needs to be rescheduled if the equipment needed is already being used. You need to implement tools to manage the technician's time and equipment availability. Which app should you use?

Question 20

HOTSPOT - A company is using Microsoft Power Platform. Select the answer that correctly completes the sentence.

Question 23

HOTSPOT - A company is using Dynamics 365 Customer Insights - Journeys. The company plans to gather information about potential customers by using marketing emails. You need to configure a link in the marketing emails to retrieve customer information. Select the answer that correctly completes the sentence.

Question 14

DRAG DROP - Dynamics 365 Customer Service has the following requirements: • Issues created on a website must be added to Dynamics 365 Customer Service. • A customer must be limited to opening no more than 10 issues a month. • Escalations must be organized into an area that ensures managers can view escalated issues. You need to identify the areas in the system that meet the requirements. Which area should you identify? To answer, drag the appropriate areas to the correct requirements. Each area 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 33

HOTSPOT - You are teaching a Dynamics 365 Sales course to app makers. You explain the following data configuration: • The customer’s name is the company name. • Phone calls and appointments with companies and their employees can be associated with the appropriate records. You need to specify where customer and phone call data are stored. In which tables is the data stored? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Question 3

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?

Question 9

HOTSPOT - You are investigating the reporting capabilities for Dynamics 365 applications. For each of the following statements, select Yes if the statement is true. Otherwise, select No. NOTE: Each correct selection is worth one point.