Microsoft Fundamentals MB-910 Questions & Answers

• Question 1:

  HOTSPOT

  You plan to use Dynamics 365 Connected Field 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:

  

  Correct Answer:

  

  Explanation:

  Box 1: Yes

  Connected Field Service with IoT Hub brings together Azure IoT and Dynamics 365 Field Service. Understand how the various components work together by reviewing the architecture.

  Connected Field Service is a set of solutions, entities, and processes built on top of Dynamics 365 Field Service.

  Note: Enhance Field Service with IoT overview

  Harness the power of IoT to revolutionize your organization's service delivery with Field Service.

  Before an administrator deploys Connected Field Service with Azure IoT Hub, review the prerequisites for your Azure subscription.

  Box 2: Yes

  As IoT device information flows into Azure IoT Hub, you can create rules that dictate when IoT alerts should be created based on the IoT messages.

  Box 3: No

  As IoT device information flows into Azure IoT Hub, you can create rules that dictate when IoT alerts should be created based on the IoT messages.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/field-service/connected-field-service-architecture

  https://learn.microsoft.com/en-us/dynamics365/field-service/connected-field-service

  https://learn.microsoft.com/en-us/dynamics365/field-service/cfs-iot-alerts

• Question 2:

  HOTSPOT

  You are configuring Dynamics 365 Remote Assist to use with Dynamics 365 Field 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:

  

  Correct Answer:

  

  Explanation:

  Box 1: Yes Dynamics 365 Remote Assist Calls Dashboard Metrics available in the Calls Dashboard Let's take a look at the information that's provided by each of the visuals in the Calls Dashboard.

  *

  Call log

  Details of each phone call record, including call start and end times, owner of the phone call record, direction of the call, time spent by the specific participant in the call, client device type, and location of the call participant if shared.

  *

  Call trend

  Number of calls made over the selected duration. You can use the drill-down capabilities to see the data by year, month, week, or day.

  *

  Etc.

  Box 2: Yes

  You can use built-in analytics to improves processes.

  Gain visibility into operational efficiencies and determine process improvements with Dynamics 365 Remote Assist call metrics.

  Box 3: No

  The trend is on the number of calls, not the type of the calls.

  Note:

  Call trend

  Number of calls made over the selected duration. You can use the drill-down capabilities to see the data by year, month, week, or day.

  Reference: https://learn.microsoft.com/en-us/dynamics365/mixed-reality/remote-assist/calls-dashboard

  https://dynamics.microsoft.com/en-us/mixed-reality/remote-assist/capabilities/

• Question 3:

  HOTSPOT

  A company uses Dynamics 365 Field Service.

  Employees need to schedule bookings while viewing work order details.

  Which feature should you recommend?

  Select the answer that correctly completes the sentence.

  Hot Area:

  

  Correct Answer:

  

  Explanation:

  Box: Quick scheduling Quickly schedule work orders and requirements Quick scheduling (sometimes referred to as “quick book”) simplifies the schedule assistant experience.

  Without leaving a record, use a scheduling pane to see available booking time slots.

  Reference: https://learn.microsoft.com/en-us/dynamics365/field-service/quick-scheduling

• Question 4:

  HOTSPOT

  You are using Dynamics 365 Field Service inspections.

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

  Hot Area:

  

  Correct Answer:

  

  Explanation:

  Box 1: Yes

  Inspections in Field Service also provide:

  Offline support: Technicians can view and fill out inspections on their mobile phones or tablets without internet access. Answers are synced when connectivity is restored (cellular or WiFi).

  Box 2: No

  Box 3: Yes

  Field Service inspections have many question formats and validation options, such as multi-option select, mandatory fields, images, attachments, and more.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/field-service/inspections

• Question 5:

  HOTSPOT

  A company is evaluating Dynamics 365 Field Service.

  The company must be able to manage technicians that perform onsite repairs at client offices.

  You need to understand which product features are available to meet the requirements.

  Which feature 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:

  

  Explanation:

  Box 1: Work order

  Relate an account to a pending job.

  The Work Order entity contains the details of the job that needs to be completed, such as work order type, status, duration, and priority.

  Work orders are related to an Account entity. Specifying a Service Account on the work order adds related account information like territory, address, and service and billing defaults.

  Incorrect:

  * A bookable resource in Field Service is anything that needs to be scheduled. This most commonly includes people, equipment, and physical spaces (facilities).

  Box 2: Inspection Diagnose a problem by using a list of questions

  Field Service inspections are digital forms that technicians use to quickly and easily answer a list of questions as part of a work order. The list of questions can include safety protocols, pass-and-fail tests for a customer asset, an interview with a customer, or other audits and assessments.

  Reference: https://learn.microsoft.com/en-us/dynamics365/field-service/field-service-architecture https://learn.microsoft.com/en-us/dynamics365/field-service/inspections

• Question 6:

  HOTSPOT

  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:

  

  Explanation:

  Box 1: Yes

  The schedule assistant is a semi-automated feature that helps dispatchers assign requirements to ideal resources.

  The schedule assistant recommends resources that match criteria, like availability or skills, for requirements. The system also estimates travel time for the recommended resources, which helps dispatchers plan work accordingly.

  When the dispatcher identifies the right resource for the job, they book the resource.

  Box 2: No

  Schedule a work order using the scheduling assistant

  From the main menu, select Field Service > Work Orders.

  Select a work order from the list, or select the work order number.

  On the command bar, select Schedule Assistant.

  When the schedule assistant opens, choose the constraints that you will use to query the system to find available resources and time slot options.

  Duration: Pulled from the estimated duration on the work order, which is driven by the incidents.

  Radius Constraint: Select the radius for the available resources. This defaults from a Field Service setting.

  Start and End Days: Choose the date ranges. This is driven from the date window fields on the work order.

  Box 3: Yes

  Enable push notifications

  In the Field Service (Dynamics 365) mobile app, push notifications allow you to send updates to technicians through their mobile phones or tablets. Push notifications use Microsoft Power Automate and can be triggered by many scenarios.

  Push notifications can be used to:

  Notify technicians they have been assigned a booking.

  Remind technicians to enter important business data.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/field-service/schedule-assistant

  https://learn.microsoft.com/en-us/dynamics365/field-service/schedule-work-order

  https://learn.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-push-notifications

• Question 7:

  HOTSPOT

  A company uses Dynamics 365 Customer Insights.

  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:

  

  Explanation:

  Box 1: Yes

  Dynamics 365 Customer Insights can combine data from multiple sources into a single view.

  Dynamics 365 Customer Insights provides connections to bring data from a broad set of sources. Connecting to a data source is often referred to as the process of data ingestion. After ingesting the data, you can unify, generate insights, and

  activate the data for building personalized experiences.

  Box 2: Yes

  Match conditions in Dynamics 365 Customer Insights determine which data is included in the unified profile.

  Match conditions for data unification

  This step in unification defines the match order and rules for cross-table matching. This step requires at least two tables.

  Box 3: No

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customer-insights/data-sources

  https://learn.microsoft.com/en-us/dynamics365/customer-insights/data-unification-match-tables

• Question 8:

  HOTSPOT

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

  Hot Area:

  

  Correct Answer:

  

• Question 9:

  HOTSPOT

  A company plans to implement a solution to send a survey after a case is closed.

  The survey tool must send the survey with the case number, contact name, and results linked to the case record.

  You need to create the survey.

  Which tools or components should you use for each requirement? To answer, select the appropriate options in the answer area.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

• Question 10:

  HOTSPOT

  A company uses Dynamics 365 Customer Service.

  A customer service agent needs to understand how knowledge search works.

  How should you explain this feature?

  Select the answer that correctly completes the sentence.

  Hot Area:

  

  Correct Answer:

  

  Explanation:

  Box: Microsoft Dataverse search

  The following are the search options that you can use to search the knowledge base on the portal:

  Lucene.Net search: Searches within multiple tables and fields at once.

  Progressive search: Lets you search without any mismatch between the results count and the number of records returned in the search results.

  *-> Dataverse search: Lets you search across multiple tables sorted by relevance.

  Faceted search: Lets you search content on portals through filters based on content.

  Incorrect:

  * Use smart assist

  In Customer Service workspace and Omnichannel for Customer Service, smart assist suggests knowledge articles in real-time based on the ongoing conversation with your customer.

  In the app side pane, select the Smart assist (light bulb) icon to view knowledge article suggestions that are related to your case.

  Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/knowledge-base-search-methods