Microsoft Microsoft Certifications MB-910 Questions & Answers

• Question 51:

  HOTSPOT

  A customer plans to use knowledge articles to share information as cases are resolved.

  For each of the following statement, 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/customer-service/customer-service-hub-user-guide-knowledge-article

• Question 52:

  HOTSPOT

  A company plans to implement Omnichannel for Customer 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:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-manage-sessions https://docs.microsoft.com/en-us/dynamics365/customer-service/monitor-conversations

• Question 53:

  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-resource-scheduling

• Question 54:

  HOTSPOT

  You plan to implement Dynamics 365 Customer Service.

  For each of the following statements, select Yes if then 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/customer-service/omnichannel-provision-license

• Question 55:

  HOTSPOT

  You are a sales manager working for a paper manufacturer.

  You need to create customers in Dynamics 365 Sales and attach the customer's contract to the customer record as a PDF file.

  Which record type 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://www.inkeysolutions.com/blogs/attach-files-to-notes-record-of-microsoft-dynamics-365-crm-ce-from-the-d365-crm-custom-portal/

• Question 56:

  HOTSPOT

  A company plans to implement Dynamics 365 Customer Voice.

  Instructions: 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-gb/dynamics365/marketing/customer-voice

• Question 57:

  HOTSPOT

  A company plans to implement Dynamics 365 Sales to manage sales pipelines.

  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-professional/customize-business-process-flows

• Question 58:

  HOTSPOT

  You are evaluating Dynamics 365 Sales as a potential replacement for your company's existing sales system.

  What is a lead? To answer, select the appropriate option in the answer area.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/sales-professional/manage-leads-sales-professional

• Question 59:

  HOTSPOT

  A company plans to implement 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:

  

• Question 60:

  HOTSPOT

  A company has implemented Dynamics 365 Marketing.

  You need to implement apps to meet the company's business requirements.

  Which app 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-gb/dynamics365/marketing/overview

  https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-gen-integration