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MB-910 exam “Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)”. All exam questions and answers have been corrected and a
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QUESTION 1
HOTSPOT
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.
Hot Area:
Correct Answer:
QUESTION 2
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.
Hot Area:
Correct Answer:
Reference: https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/configure-microsoft-teams-dialer
https://docs.microsoft.com/en-us/power-platform/admin/set-up-onenote-integration-in-dynamics-365
QUESTION 3
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. 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?
A. Remaining capacity B. Percentage capacity
C. Full capacity
D. Front-load hours
Correct Answer: D
You would have to create separate bookings for each of the working days.
Reference: https://docs.microsoft.com/en-us/dynamics365/project-operations/psa/faq-allocation-methods
QUESTION 4
A company uses Dynamics 365 Sales.
You need to create a forecast in Dynamics 365 Sales so that the sales director will be able to predict upcoming sales
revenue.
Which standard record type is used to create the forecast?
A. Account
B. Lead
C. Quote
D. Opportunity
Correct Answer: D
Reference: https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/configure-forecast
QUESTION 5
DRAG DROP
A company uses Dynamics 365 Sales.
The company plans to use Dynamics 365 Sales Insights.
You need to recommend features that 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.
Select and Place:
Correct Answer
Reference: https://docs.microsoft.com/en-us/dynamics365/ai/sales/configure-assistant
https://docs.microsoft.com/en-us/dynamics365/ai/sales/talking-points
QUESTION 6
HOTSPOT
A company that services air-conditioning equipment is implementing Dynamics 365 Field Service.
You need to recommend the features that the company should implement to meet business requirements.
Which features should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-work-order
https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-system-offline
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service
QUESTION 7
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.
Select and Place:
Correct Answer
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/rso-overview
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service
QUESTION 8
A company organizes and runs conferences and other events. The company is considering using Dynamics 365
Marketing.
The company wants to ensure that they can implement key marketing features without requiring any customizations.
Which three capabilities does Dynamics 365 Marketing support using out-of-the-box functionality? Each correct answer
presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Sponsors and sponsorships
B. Regulatory compliance
C. Advertisers and print media and campaigns
D. Session and speaker tracking
E. Registration and attendance
Correct Answer: ADE
Reference: https://docs.microsoft.com/en-gb/dynamics365/marketing/manage-event-sponsorships
https://docs.microsoft.com/en-gb/dynamics365/marketing/event-management https://docs.microsoft.com/engb/dynamics365/marketing/event-management
QUESTION 9
DRAG DROP
You are designing reports for a pharmacy. The pharmacy uses Dynamics 365 Sales.
Match each tool to the reporting requirements.
Instructions: To answer, drag the appropriate tool from the column on the left to the requirements on the right. Each tool
may be used once, more than once, or not at all.
NOTE: Each correct match is worth one point.
Select and Place:
Correct Answer:
Reference: https://docs.microsoft.com/en-us/powerapps/user/export-excel-dynamic-worksheet
QUESTION 10
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.
Hot Area:
Correct Answer:
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/field-service-time-entry
https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-use
QUESTION 11
DRAG DROP
A company uses Dynamics 365 Customer Service.
You need to recommend solutions to help the company meet the following business requirements:
Detect and diagnose equipment problems before customers are aware of an issue.
Create cases from social channels and SMS text messages.
Use context-specific knowledge articles to solve customer issues quickly.
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.
Select and Place:
Correct Answer:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
QUESTION 12
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?
A. Open
Correct Answer: A
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/work-order-status-booking-status
QUESTION 13
HOTSPOT
A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with
a product during a company holiday.
The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).
You need to configure the system to ensure that the company meets SLA agreements.
Which products should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer:
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule
https://docs.microsoft.com/en-us/dynamics365/common-scheduler/schedule-anything-with-universal-resourcescheduling
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