Microsoft Microsoft Certifications MB-910 Questions & Answers

• Question 91:

  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?

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

  B. The case is removed from all queues.

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

  Correct Answer: C

  Reference: https://docs.microsoft.com/en-us/learn/modules/using-dynamics-365-queues-to-manage-case-workloads/4-working-with-queues

• Question 92:

  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?

  A. Draft

  B. Waiting

  C. Active

  D. Canceled

  Correct Answer: D

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer#renew-an-entitlement

• Question 93:

  You work as a technician and receive your work assignments by using cases in Dynamics 365 Sales.

  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

  Correct Answer: C

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a- case

• Question 94:

  You are a sales representative for a company that sells furniture.

  You collaborate with an engineering team and a design team to support customer proposals.

  The latest versions of all proposals must be available to both teams. Team members must be able to edit the proposals in real time.

  You need to attach a proposal to a customer record.

  Which mechanism should you use to attach the proposal?

  A. Timeline attachment

  B. Word template

  C. Documents tab

  Correct Answer: C

  Reference: https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/manage-sharepoint-documents-document-locations-in-dynamics-365-apps

• Question 95:

  A company uses Dynamics 365 Sales.

  The company plans to use Linkedln Sales Navigator to increase sales productivity and assist salespersons in their daily duties.

  You need to identify potential decision makers for a sale.

  Which Linkedln Sales Navigator feature should you use?

  A. Related Leads

  B. Top Card

  C. Auto Capture

  Correct Answer: A

• Question 96:

  A company plans to implement Dynamics 365 Customer Service.

  The company wants to use the system to determine when customers are having an issue and need help. You need to track customer issues until the issues are resolved.

  What should you create?

  A. opportunity

  B. contact

  C. case

  D. quote

  Correct Answer: C

  Reference: https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components

• Question 97:

  A company uses Dynamics 365 Sales. The company creates sales proposals as PDF documents.

  The company wants multiple users to access the latest version of a sales proposal in Dynamics 365 Sales. Users must be able to attach notes to the proposal.

  You need to recommend an app for the company. Which app should you recommend?

  A. Microsoft Excel

  B. Microsoft Outlook

  C. Dynamics 365 Sales Insights

  D. Microsoft Teams

  Correct Answer: D

  Reference: https://appsource.microsoft.com/en-us/product/office/wa104382045?tab=overview

• Question 98:

  A company implements Dynamics 365 Customer Service for their support desk.

  Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.

  You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.

  What should you implement?

  A. Service level agreements

  B. Customer Service Insights

  C. Power Automate to transfer cases

  D. Knowledge base management

  Correct Answer: C

• Question 99:

  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?

  A. Analyze customer sentiment from multiple sources.

  B. Respond to and resolve customer issues by using social media.

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

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

  Correct Answer: D

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

• Question 100:

  A company uses Dynamics 365 Marketing. The company uses a third-party app to send email surveys to prospects to better understand their business needs.

  There is currently no link to prospect records and users report that the survey management process is manual and is difficult to manage.

  You need to automate the survey process and streamline collection and analysis of responses.

  What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Use Customer Voice to compile results from the existing third-party app.

  B. Use Power Automate to automatically send Customer Voice surveys.

  C. Create a survey in Dynamics 365 Marketing and create a campaign to send it to out and collect data.

  D. Use Customer Voice to collect and analyze survey results.

  E. Create surveys in Dynamics 365 Marketing by using Questionnaire.

  Correct Answer: DE