Microsoft Microsoft Certifications MB-910 Questions & Answers

• Question 121:

  A company plans to use Microsoft Power Platform.

  The company requires a solution that includes contact, account, lead, and opportunity tables.

  You need to recommend a solution.

  Which two apps should the company use? Each correct answer presents part of the solution.

  NOTE: Each correct selection is worth one point.

  A. Microsoft Power Apps

  B. Power Automate

  C. Dynamics 365 Sales

  D. Dynamics 365 Customer Service

  Correct Answer: AC

  Explanation:

  A: One key element here is that both PowerApps and Dynamics 365 are part of the ever growing Microsoft Power Platform. This is a collection of products (eg: AI Builder, Power Automate, PowerBi etc) that sit on the dataverse (previously the

  common data service).

  C: Contact, account, lead, and opportunity tables are available in Dynamics 365 Sales.

  Dynamics 365 Sales enables salespeople to build strong relationships with their customers, take actions based on insights, and close deals faster. Use Dynamics 365 Sales to keep track of your accounts and contacts, nurture your sales from

  lead to order, and create sales collateral. You can also create marketing lists and campaigns, and follow service cases associated with specific accounts or opportunities.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/sales/overview

• Question 122:

  A new salesperson has user access in Microsoft 365 and salesperson privileges in Dynamics 365 Sales.

  The salesperson cannot recall the Dynamics 365 Sales app URL.

  You need to provide a location where the user can access the app.

  Which URL should you provide?

  A. make.powerapps.com

  B. portal.azure.com

  C. office.com

  D. admin.powerplatform.com

  Correct Answer: C

  Explanation:

  Access the Sales Hub app

  Visit the Apps page on office.com (https://office.com/apps), select Business Apps, and then select Sales Hub.

  If you don't see the app, contact your administrator to grant you access.

  Note: Use the Sales Hub app to access Dynamics 365 Sales features

  Sales Hub is a free app from Microsoft that's preinstalled. It comes with several core and premium features to help you quickly get started with Dynamics 365 Sales. From the Sales Hub app, you can access Sales Premium features-such as

  sales accelerator, conversation intelligence, and predictive scoring—even if you have a Sales Enterprise license. Premium features are subject to monthly capacity limits for Sales Enterprise customers. For more information, go to Digital

  selling capabilities in Sales Enterprise.

  We recommend you use the Sales Hub app unless your organization follows unique sales practices that warrant a custom app.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/sales/intro-saleshub

• Question 123:

  A company uses Dynamics 365 Sales and Dynamics 365 Customer Service apps.

  Technicians doing repair work should not have access to customer orders and invoices.

  You need to limit the technicians access to data.

  Which feature should you use?

  A. Environment-level security

  B. Data loss prevention policy

  C. Role-based security

  D. Row-level security

  Correct Answer: C

• Question 124:

  A company allows customers to submit cases through its website. A case type field on the webform has sales and service options. You need to add the case automatically to the sales or service queue based on the field value, using only out-of-the-box functionality. What should you configure?

  A. record creation and update rule

  B. sequence

  C. routing rule

  D. assistant

  Correct Answer: A

  Explanation:

  Every organization has multiple applications to capture customer interactions. The ability to channel external data into Microsoft Dataverse records can significantly improve the efficiency of your sales, marketing, and service teams, and

  increase the quality of your data. You can now direct this data from various applications and external sources into Dataverse with the help of record creation and update rules.

  By using record creation and update rules in Dynamics 365 Customer Service, you can automatically create or update system or custom records from incoming activities, such as emails, social activities, or custom activities, without writing

  any code. Not just that, you can set up the rule to convert the incoming activity into multiple records. For example, you can create a case and a lead from a single social activity.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customer-service/set-up-rules-to-automatically-create-or-update-records

• Question 125:

  You are evaluating Dynamics 365 Customer Service for a company.

  A company executive needs to understand which knowledge management features are available.

  You need to describe the features.

  Which three features should you describe?

  Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Converting work orders to knowledge articles

  B. Creating multilingual knowledge articles

  C. Performing a full-text search

  D. Performing an image-based search

  E. Approving knowledge articles before publication

  Correct Answer: BCE

  Explanation:

  B: Multiple languages support for AI-suggested knowledge articles and similar cases Business value

  Agents typically use several resources to efficiently resolve customer cases and provide consistent responses. Surfacing the best knowledge articles and similar cases with AI in the right languages helps agents find the right solutions quickly,

  increases agent productivity, and provides better and faster service to customers.

  Feature details

  Using AI, the feature gives agents suggestions on knowledge articles and similar cases in the Customer Service workspace and Omnichannel for Customer Service, based on real-time context in cases and conversations.

  It helps agents with the following:

  Find the right solutions.

  Increase productivity.

  Provide better and faster service to customers.

  With general availability in 2020 release wave 2, this feature supported only English content and was available for administrators to set up only in organizations that had the base language set as English.

  In this release, the following languages are supported:

  French

  German

  Spanish

  Dutch

  Italian

  Japanese

  The regional deployments of this feature will start in late April 2021.

  C: If a keyword you enter matches content in the knowledge base, the matching words are highlighted in yellow in the search results. Matches don't necessarily appear in the first three lines or words of an article, so you might not see the highlighted text in the search results.

  E: After the content in the article is complete and reviewed, you can publish the article to the portal to make it available to your customers. You can publish the article immediately or schedule it for a later time.

  Note: Turn your customer questions, issues, and feedback into knowledge articles, so that agents can benefit from them. Add images and videos to your articles to explain things better and make the articles engaging. You can author, edit, search, publish, and translate the knowledge articles in the Customer Service Hub.

  Knowledge articles can address any number of issues your customers encounter while using your organization's product or services. Types of knowledge articles can include solutions to common issues, product or feature documentation, answers to frequently asked questions (FAQ), product briefs, and more.

  Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/publish-ka https://learn.microsoft.com/en-us/dynamics365-release-plan/2021wave1/service/dynamics365-customer-service/multi-language-support-ai-suggested-knowledge-articles-similar-cases https://learn.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh

• Question 126:

  A company uses Dynamics 365 Field Service. The company sends employees to customer sites for repairs. Work orders are created for repairs. No customizations have been made.

  A work order status must be automatically changed to the correct stage with resources are booked.

  Which three bookable resource statuses should you use?

  Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Open-Unscheduled

  B. On Break

  C. Closed-Posted

  D. Traveling

  E. Scheduled

  Correct Answer: ACE

  Explanation:

  Work Order System Statuses are noted on the work order entity, marking the current point of a work order in its life cycle. Work order system statuses are:

  Unscheduled

  Scheduled

  In Progress

  Completed

  Posted

  Canceled

  Reference:

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

• Question 127:

  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?

  A. Customer Voice

  B. Forms

  C. Service task type

  D. Inspections

  Correct Answer: D

  Explanation:

  Add inspections to work orders

  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/inspections

• Question 128:

  A company is implementing Dynamics 365 Project Operations to manage projects for customers.

  You are training project managers on how to enter statements of work into the new system.

  You need to ensure that the number of hours and the hourly rate for each item are entered.

  Where must the project managers enter the required information?

  A. Project contracts

  B. Project stages

  C. Project accounting

  D. Resource management

  E. Project tracking

  Correct Answer: AB

• Question 129:

  You need to update inventory data for a company's warehouse.

  Which two record types can you use to update the inventory? Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Agreement

  B. Warehouse

  C. Inventory adjustment

  D. Return merchandise authorization (RMA)

  Correct Answer: CD

• Question 130:

  A company uses Dynamics 365 Sales and Dynamics 365 Customer Service.

  The management team wants to understand the benefits of the Dynamics 365 App for Outlook.

  You need to explain the available features.

  Which two features should you explain?

  Each correct answer presents a complete solution.

  NOTE: Each correct selection is worth one point.

  A. Track an email from Outlook to an existing sales order in Dynamics 365 Sales.

  B. Create a Dynamics 365 email template.

  C. Synchronize an appointment created in Dynamics 365 Sales to Outlook.

  D. Synchronize a custom field in the contact table to a user-defined field in Outlook.

  Correct Answer: AD

  Explanation:

  A: You can use Microsoft Dynamics 365 for Outlook to track email messages, contacts, tasks, and appointments. When you track an email message, contact, task, or appointment record, a copy of that record is saved as an activity in Dynamics 365 for Customer Engagement and synchronized with the Outlook record. You can then view and edit that record in Dynamics 365 for Outlook or Customer Engagement. If you sync Outlook on your mobile device, you can also access these records on that device.

  With Dynamics 365 App for Outlook, you can:

  Link email messages, meetings, and appointments to a row in your app. For example, link an email message to a specific account, opportunity, or case.

  View information in the context of an email message, meeting, or appointment.

  (D) Synchronize contacts and related information so that Exchange and your app is always up to date.

  Add email templates, knowledge articles, and sales literature when you create an email message or set up a meeting.

  Note: Use Dynamics 365 App for Outlook and tap the power of Dynamics 365 apps while using Outlook on the desktop, web, or mobile. You can view information about an email or appointment or link it to an opportunity, account, or case in your app.

  Reference: https://learn.microsoft.com/en-us/dynamics365/outlook-addin/user-guide/overview-tracking-records https://learn.microsoft.com/en-us/dynamics365/outlook-app/overview