Microsoft Microsoft Certifications MB-910 Questions & Answers

• Question 11:

  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: No

  You have to publish them first.

  Publish knowledge articles

  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.

  Box 2: Yes

  You can search knowledge articles in Customer Service Hub, Customer Service workspace, and Omnichannel for Customer Service to help answer a customer's question or solve an issue.

  You can use external portal to publish the knowledge articles.

  Box 3: Yes

  Create and manage article versions

  Article versioning helps you manage updates to your knowledge articles without disrupting the live or published articles. By creating major and minor versions of a knowledge article, you can keep your articles up to date with the latest

  information while keeping track of changes throughout the lifecycle of your products and services.

  This capability helps you to keep accurate records of the features your organization provides and go back to previous versions if you need to.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customer-service/publish-ka

  https://learn.microsoft.com/en-us/dynamics365/customer-service/ka-versions

• Question 12:

  HOTSPOT

  A company uses 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:

  

• Question 13:

  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.

  Hot Area:

  

  Correct Answer:

  

  Explanation:

  Box 1: Accounts

  Customer

  Account and contact records store much of the information that you and your team collect from your customers.

  You store data about companies you do business with in accounts.

  Box 2: Activity

  Phone calls

  The activity and notes area helps you keep track of all the interactions with your customers. Record all important conversations with the customer or the communication with your team members regarding a record in Dynamics 365 Customer

  Engagement (on-premises). Add a phone call, task, notes, email, or appointments right within the case, account, contact, lead, or opportunity records without navigating to a different area and opening another form.

  All activities that you add from within a record appear in the Activities area.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/how-data-organized https://learn.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/add-phone-call-task-email-appointment-activity-case-record

• Question 14:

  HOTSPOT

  A company uses Dynamics 365 Customer Voice.

  You need to distribute surveys to different groups of anonymous users by using built-in tools.

  Which distribution methods 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: QR code

  Send a survey by using QR code

  A QR (Quick Response) code is a type of matrix barcode. You can print the QR code or display it on your website. A QR code stores information such as a URL for a website. A QR code can be scanned by using any smartphone or tablet.

  A QR code for your survey contains a direct link to your survey. You can include the QR code on receipts, posters, or any print media to reach your recipients and collect feedback. Recipients can scan the QR code to access the survey.

  Box 2: Embed in a web page

  You can embed your survey in a webpage by pasting the survey's embed code into your webpage's source code.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customer-voice/send-survey-qrcode

  https://learn.microsoft.com/en-us/dynamics365/customer-voice/embed-web-page

• Question 15:

  HOTSPOT

  A company plans to use Dynamics 365 Customer Voice to send surveys.

  Surveys must be able to capture responses in a format suitable for reporting.

  You need to identify which question type to use for each use case.

  Which question types 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: Choice

  A Choice type question gives respondents a list of answers to choose from. You can decide whether to accept a single answer or multiple answers to the question.

  Box 2: Net Promoter Score

  A Net Promoter Score type question asks a respondent to rate the likelihood of their recommending a product or service to a friend.

  Incorrect:

  *

  Likert

  A Likert type question displays a list of single-answer questions and a rating scale for the answers, so a respondent can select a value from the scale to answer each question.

  Example:

  *

  Ranking

  A Ranking type question asks a respondent to rank items by arranging them in the order of the respondent's preference.

  Note: The types of questions available in Dynamics 365 Customer Voice are Choice, Text, Rating, Date, Ranking, Likert, File upload, and Net Promoter Score.

  Reference: https://learn.microsoft.com/en-us/dynamics365/customer-voice/available-question-types

• Question 16:

  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:

  

  Box 1: No

  You can search for knowledge content in external sources.

  Business value

  Knowledge in organizations is typically spread across multiple sources like SharePoint sites, OneDrive, third-party knowledge management systems, and so on. The ability to quickly find and share knowledge from as many sources as

  possible helps agents be more productive and resolve issues for customers more quickly.

  Box 2: Yes

  You can insert knowledge articles into an email.

  Business value

  Email is a critical communication channel that support agents use to communicate with customers and a vehicle for sharing knowledge articles. This feature provides agents on Unified Interface with an easy way to insert one or more

  knowledge articles while working on an email.

  Feature details

  The legacy web client allows agents working on emails to search for knowledge articles and insert them into the email without losing context. This feature brings this capability into the Unified Interface client. While working on an email, an

  agent can search and select a knowledge article to include in the email.

  Box 3: No

  Use the rich text editor to create knowledge articles, format your content, or embed videos and images.

  Reference: https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/service/dynamics365-customer-service/search-knowledge-content-external-sources https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/service/dynamics365-customer-service/insert-knowledge-articles-into-email https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article?tabs=customerserviceadmincenter

• Question 17:

  HOTSPOT

  A company plans to use Microsoft Dynamics 365 Marketing. You need to describe app event 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:

  

  Box 1: Yes

  You can add a new payment gateway to your event website.

  Note: To add a new payment page to your event website:

  Make an agreement with a third-party payment provider and prepare a web page that provides a payment front end, as described in their documentation.

  Sign in to Dynamics 365 Marketing and go to the custom app by choosing Dynamics 365—custom from the app selector.

  In the custom app, use the area switcher at the bottom left of the page to open Portals. Then go to Content > Web Templates

  Select + New on the control bar to create a new web template.

  Enter a Name for your template and set the Website to the Event Portal.

  Etc.

  Box 2: Yes

  You can use Microsoft Teams for Dynamics 365 Marketing online events.

  Use Microsoft Teams as an online meeting provider for Dynamics 365 Marketing events. Teams event functionality is incorporated directly into the Marketing app, allowing you to use Teams webinars or Teams live events for one/some to

  many online events, and Teams meetings for interactive online meetings.

  Box 3: Yes

  Book hotel rooms for staff, speakers, and guests

  If your organization has set up hotels and room allocations for your event in Dynamics 365 Marketing, you can view and create room bookings by going to Events > Logistics > Hotel Room Reservations. Each room booking links an event-

  registration record (and its associated contact) to a hotel room allocation set up in Dynamics 365 Marketing. Each room allocation represents a block of rooms of a specific type (single, double, or suite) at a specific hotel during a specific

  event. After all the rooms in an allocation are booked, that allocation is considered sold out unless you can request more from that hotel. Room bookings don't specify a room number, just a room type (based on allocation) and a unique

  reservation number.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/marketing/event-payment-gateway

  https://learn.microsoft.com/en-us/dynamics365/marketing/invite-register-house-event-attendees

• Question 18:

  HOTSPOT

  You are evaluating activity records in Dynamics 365 Sales.

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

  Hot Area:

  

  Correct Answer:

  

  Box 1: Yes

  What fields can be synchronized with Outlook?

  You can set synchronization for the entities listed in the following tables.

  Entity: Phone Call

  

  Box 2: Yes

  In Dynamics 365 for Customer Engagement, you can create custom activities to support the communication needs of a business such as instant messaging (IM) and Short Message Service (SMS). To create a custom activity in Customer

  Engagement, create a custom entity, and specify it as an activity entity using the EntityMetadata.IsActivity property.

  Box 3: Yes

  The timeline helps app users see all activity history. The timeline control is used to capture activities like notes, appointments, emails, phone calls, and tasks to ensure that all interactions with the related table are tracked and visible over time.

  Use the timeline to quickly catch up on all of the latest activity details.

  Reference: https://docs.microsoft.com/en-us/power-platform/admin/what-fields-synchronized-outlook

  https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/custom-activities?view=op-9-1

  https://docs.microsoft.com/en-us/power-apps/maker/model-driven-apps/set-up-timeline-control

• Question 19:

  HOTSPOT

  An online drone retailer uses Dynamics 365 Customer Service. The company uses Customer Service Hub and cases to manage their product warranty and return policies.

  Customers that purchase a one-year extended warranty for a drone can exchange it twice for another model. To qualify, an exchange must occur within 30 days, on the condition that the drone has less than 100 hours of flight.

  You need to configure the system.

  Which setting should you use? To answer, select the appropriate options in the answer area.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Number of cases

  Allocation Type: Choose whether the entitlement is for number of hours or number of cases.

  Note: Customers that purchase a one-year extended warranty for a drone can exchange it twice for another model. To qualify, an exchange must occur within 30 days, on the condition that the drone has less than 100 hours of flight.

  Box 2: Purchase date + 360

  End Date: Choose the date after which the customer will no longer be entitled for support.

  Box 3: 2

  Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total Term, the customer is entitled to support up to

  100 cases.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer?tabs=customerserviceadmincenter

• Question 20:

  HOTSPOT

  You are creating segments in Dynamics 365 Marketing.

  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:

  

  Box 1: Yes

  Segments let you create groups of related contacts that you can target with customer journeys. Segments are created using the segment designer. One way to build segments is by querying across related entities including contacts, leads,

  accounts, events, marketing lists, and more.

  Note: Dynamic segments are set up by using logical expressions, such as "all contacts from New York" or "all contacts who like The Mets." Membership in dynamic segments changes constantly to reflect new or removed contacts and

  updated contact information. Both demographic and firmographic segments are examples of dynamic segments.

  Box 2: No

  Static segments establish a static list of contacts who are selected on a per-contact basis rather than created logically based on field values. Marketers and salespeople might create and populate a static list based on private knowledge or

  offline interactions.

  Static segment: Creates a segment where you manually select each member rather than creating a logical query that automatically adds them.

  Box 3: No

  Segment type, not scope decides:

  Create and go live with a new segment

  Read this section to get a basic overview of how to create a segment and start it running so you can see its members and use it to target a customer journey.

  Go to Marketing >Customers > Segments to open a list of current segments.

  Select New to start creating your new segment, and select the type of segment you would like to create: Dynamic segment: Creates a dynamic segment that can query contact records and interaction records, as well as include, intersect, or exclude contacts in existing segments. While querying contact records, you can add relations as needed to create a more complex query. Static segment: Creates a segment where you manually select each member rather than creating a logical query that automatically adds them.

  Etc.

  Reference: https://learn.microsoft.com/en-us/dynamics365/marketing/segmentation-lists-subscriptionshttps://learn.microsoft.com/en-us/dynamics365/marketing/segmentation-lists-subscriptions