Complete the following statements. choices may be used once, more than once, or not at all.

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MB-910: Microsoft Dynamics 365 Fundamentals (CRM) Sample Questions

• Article
• 09/22/2022
• 17 minutes to read

In this article

Last Updated: 4/13/2022

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Microsoft is exploring the possibility of providing sample questions as an exam preparation resource, and we would like your feedback. While we prefer that you complete the survey after taking the exam, you may complete it at any time. Thank You!

User Guide

These sample questions are intended to provide an overview of the style, wording, and difficulty of the questions that you are likely to experience on this exam. These questions are not the same as what you will see on the exam nor is this document illustrative of the length of the exam or its complexity (e.g., you may see additional question types, multiple case studies, and possibly labs). These questions are examples only to provide insight into what to expect on the exam and help you determine if additional preparation is required.

In the first section, you will find the questions without answers so that you can test your knowledge. In the second section, the answer, a rationale, and a URL that will link you to additional information is provided immediately below each question.

Questions

Question # 1 (Multiple Choice)

A marketing agency wants to create a few lists of contacts and accounts to run a customer journey for their upcoming product launch.

Which two options can the agency use? Each correct answer presents a complete solution.

A. Static Marketing List
B. Static Segment
C. Dynamic Marketing List
D. Dynamic Segment

Question # 2 (Multiple Choice)

A company wants to send sales information about new offerings once a month to VIP customers.

What should the company use?

A. Event-based journeys
B. Segment-based journeys
C. Quick campaigns
D. Form matching

Question # 3 (Multiple Choice)

You are using Dynamics 365 Marketing application to manage email campaigns. You want to create a segment in the Marketing application. You must use a solution that analyzes the data using Artificial Intelligence (AI) and the data collected from various applications.

Which application should you choose?

A. Customer Voice
B. Customer Service Insights
C. Customer Insights
D. Sales Insights

Question # 4 (Multiple Choice)

A company wants to send a survey from a Dynamics 365 lead record. They need the question responses to be tracked in Dynamics 365 automatically when completed.

Which application should the company use?

A. Dynamics 365 Customer Voice
B. Microsoft Outlook integration
C. Microsoft Forms integration
D. Dynamics 365 Marketing

Question # 5 (Sentence Completion)

Select the answer that correctly completes the sentence.

A customer agrees with a quoted price and wants to place an order with a company. The salesperson wants to create an order for this quote. The quote can only be converted to an order when it is in _____________ state.

A. a draft
B. an active
C. a cancelled
D. a revised

Question # 6 (Multiple Choice)

You qualified a lead. Your manager wants to know how much the customer wants to spend and how quickly they want to buy

In which stage of the sales lifecycle is your record?

A. Lead
B. Opportunity
C. Quote
D. Order
E. Invoice

Question # 7 (Multiple Choice)

You are reviewing the sales pipeline with your sales team. You want to know which opportunities have low winning confidence.

Which forecast category defines the confidence level?

A. Pipeline
B. Omitted
C. Lost
D. Committed

Question # 8 (Matching)

Match the solution on the left to the correct descriptions on the right.

Question # 9 (Multiple Choice)

A company is using Dynamics 365 Customer Service to manage their cases. The company created an entitlement with a future start date.

What will be the status of the entitlement when you activate the entitlement?

A. Waiting
B. Active
C. Draft
D. Cancelled

Question # 10 (Multiple Choice)

A company wants to track the support provided to its customers using tables. The tables need to include the type of support, the response time, and the channel that the customer used to contact support.

Which three tables should you choose? Each correct answer presents part of the solution.

A. Omnichannel Chat Channel
B. Entitlements
C. Service Level Agreement
D. Customer Service Schedule
E. Entitlement Channel

Question # 11 (Matching)

Match the rulesets on the left to the correct descriptions on the right.

Question # 12 (Sentence Completion)

Select the answer that correctly completes the sentence.

A work order status should be in __________ status when a field technician starts traveling to a work order location.

A. Scheduled
B. In-Progress
C. Completed
D. Posted

Question # 13 (Multiple Choice)

Which feature of field service allows you to create questions to ensure that technicians are working in a safe environment and following safety protocols?

A. Work Order Service Tasks
B. Work Order Services
C. Incident Type
D. Inspections

Question # 14 (Matching)

Match the resource skillsets on the left to the correct descriptions on the right.

Question # 15 (Matching)

Match the types of scheduling on the left to the correct descriptions on the right.

Question # 16 (Multiple Choice)

A company turns on geolocation tracking for their technicians.

Which scenario will create a tracking record?

A. When a work order status changes
B. When a user signs in and signs out of their mobile or browser application
C. When a user moves more than 200 meters
D. Constantly at a specified time interval

Question # 17 (Sentence Completion)

Select the answer that correctly completes the sentence.

You can use ________ to attach a file in the timeline of an account that is sent to you by your customer.

A. a phone call
B. a task
C. notes
D. service activities

Question # 18 (Multiple Choice)

A company is using Dynamics 365 Sales. A group of people want to access contacts data in Dynamics 365 Sales without having a license to access it.

Which export should you select?

A. Dynamic Worksheet
B. Excel Online
C. Dynamic Pivot table
D. Static Worksheet

Question # 19 (Multiple Choice)

A sales team wants to use the right Microsoft application to collaborate with other sales team members. The application should allow the team to access and update account information from Dynamics 365 Sales

Which Microsoft application should the team choose?

A. Microsoft SharePoint
B. Microsoft Outlook
C. Microsoft OneNote
D. Microsoft Teams

Question # 20 (Sentence Completion)

Select the answer that correctly completes the sentence.

You will use _________ to send a customized quote with data from Dynamics 365 Sales to the customer which includes your company logo and standard terms and conditions.

A. an Excel Template
B. an Email Template
C. a Word Template
D. an Article Template

Questions and Answers

Question # 1 (Multiple Choice)

A marketing agency wants to create a few lists of contacts and accounts to run a customer journey for their upcoming product launch.

Which two options can the agency use? Each correct answer presents a complete solution.

A. Static Marketing List
B. Static Segment
C. Dynamic Marketing List
D. Dynamic Segment

Question # 2 (Multiple Choice)

A company wants to send sales information about new offerings once a month to VIP customers.

What should the company use?

A. Event-based journeys
B. Segment-based journeys
C. Quick campaigns
D. Form matching

Question # 3 (Multiple Choice)

You are using Dynamics 365 Marketing application to manage email campaigns. You want to create a segment in the Marketing application. You must use a solution that analyzes the data using Artificial Intelligence (AI) and the data collected from various applications.

Which application should you choose?

A. Customer Voice
B. Customer Service Insights
C. Customer Insights
D. Sales Insights

Question # 4 (Multiple Choice)

A company wants to send a survey from a Dynamics 365 lead record. They need the question responses to be tracked in Dynamics 365 automatically when completed.

Which application should the company use?

A. Dynamics 365 Customer Voice
B. Microsoft Outlook integration
C. Microsoft Forms integration
D. Dynamics 365 Marketing

Question # 5 (Sentence Completion)

Select the answer that correctly completes the sentence.

A customer agrees with a quoted price and wants to place an order with a company. The salesperson wants to create an order for this quote. The quote can only be converted to an order when it is in _____________ state.

A. a draft
B. an active
C. a cancelled
D. a revised

Question # 6 (Multiple Choice)

You qualified a lead. Your manager wants to know how much the customer wants to spend and how quickly they want to buy

In which stage of the sales lifecycle is your record?

A. Lead
B. Opportunity
C. Quote
D. Order
E. Invoice

Question # 7 (Multiple Choice)

You are reviewing the sales pipeline with your sales team. You want to know which opportunities have low winning confidence.

Which forecast category defines the confidence level?

A. Pipeline
B. Omitted
C. Lost
D. Committed

Question # 8 (Matching)

Match the solution on the left to the correct descriptions on the right.

Question # 9 (Multiple Choice)

A company is using Dynamics 365 Customer Service to manage their cases. The company created an entitlement with a future start date.

What will be the status of the entitlement when you activate the entitlement?

A. Waiting
B. Active
C. Draft
D. Cancelled

Question # 10 (Multiple Choice)

A company wants to track the support provided to its customers using tables. The tables need to include the type of support, the response time, and the channel that the customer used to contact support.

Which three tables should you choose? Each correct answer presents part of the solution.

A. Omnichannel Chat Channel
B. Entitlements
C. Service Level Agreement
D. Customer Service Schedule
E. Entitlement Channel

Question # 11 (Matching)

Match the rulesets on the left to the correct descriptions on the right.

Question # 12 (Sentence Completion)

Select the answer that correctly completes the sentence.

A work order status should be in __________ status when a field technician starts traveling to a work order location.

A. Scheduled
B. In-Progress
C. Completed
D. Posted

Question # 13 (Multiple Choice)

Which feature of field service allows you to create questions to ensure that technicians are working in a safe environment and following safety protocols?

A. Work Order Service Tasks
B. Work Order Services
C. Incident Type
D. Inspections

Question # 14 (Matching)

Match the resource skillsets on the left to the correct descriptions on the right.

Question # 15 (Matching)

Match the types of scheduling on the left to the correct descriptions on the right.

Question # 16 (Multiple Choice)

A company turns on geolocation tracking for their technicians.

Which scenario will create a tracking record?

A. When a work order status changes
B. When a user signs in and signs out of their mobile or browser application
C. When a user moves more than 200 meters
D. Constantly at a specified time interval

Question # 17 (Sentence Completion)

Select the answer that correctly completes the sentence.

You can use ________ to attach a file in the timeline of an account that is sent to you by your customer.

A. a phone call
B. a task
C. notes
D. service activities

Question # 18 (Multiple Choice)

A company is using Dynamics 365 Sales. A group of people want to access contacts data in Dynamics 365 Sales without having a license to access it.

Which export should you select?

A. Dynamic Worksheet
B. Excel Online
C. Dynamic Pivot table
D. Static Worksheet

Question # 19 (Multiple Choice)

A sales team wants to use the right Microsoft application to collaborate with other sales team members. The application should allow the team to access and update account information from Dynamics 365 Sales

Which Microsoft application should the team choose?

A. Microsoft SharePoint
B. Microsoft Outlook
C. Microsoft OneNote
D. Microsoft Teams

Question # 20 (Sentence Completion)

Select the answer that correctly completes the sentence.

You will use _________ to send a customized quote with data from Dynamics 365 Sales to the customer which includes your company logo and standard terms and conditions.

A. an Excel Template
B. an Email Template
C. a Word Template
D. an Article Template