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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.
A. Dynamics 365 Sales Insights B. Dynamics 365 Customer Insights C. Dynamics 365 Sales | _____ 1. Unify customer data across multiple sources to get a single view of a customer. _____ 2. Nurture Lead and Opportunities. _____ 3. Analyze customer interaction data stored in Dynamics 365 Sales and Microsoft 365. |
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.
A. Routing Rules B. Queue C. Automatically record creation and update rules | _____ 1. Automatically convert a service activity to a case. _____ 2. Automatically assign a case to the right agent. _____ 3. Categorize cases based on products and agents can access it. |
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.
A. Resource Category B. Characteristic C. Rating Model | _____ 1. Assembly repair is an expertise that is needed by a resource to complete the work order. _____ 2. Proficient in Inventory Management is a value of the expertise or knowledge. _____ 3. Bookable resource's role is electrician. |
Question # 15 (Matching)
Match the types of scheduling on the left to the correct descriptions on the right.
A. Schedule Assistant B. Resource Scheduling Optimization C. Manual Scheduling | _____ 1. Automatic process to minimize travel time. _____ 2. Select requirement to create bookings using schedule board. _____ 3. Recommend times and resources for bookings. |
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
Answer: | B, D |
Objective: | 1.1 Describe Dynamics 365 Marketing capabilities |
Rationale: | Static Segment: Static or dynamics segment will only be used in the customer journey. Dynamic Segment: Static or dynamics segment will only be used in the customer journey. |
URL: | //learn.microsoft.com/dynamics365/marketing/segments-vs-lists |
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
Answer: | B |
Objective: | 1.1 Describe Dynamics 365 Marketing capabilities |
Rationale: | This is the correct answer because segment-based journeys to create outbound journeys like sending out announcements or a nurture campaign. |
URL: | //learn.microsoft.com/dynamics365/marketing/real-time-marketing-segments |
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
Answer: | C |
Objective: | 1.2 Describe marketing-related apps |
Rationale: | Customer Insights: Segments will be created in Customer Insights, and you can push the segments to the Dynamics 365 Marketing application to run email campaigns or customer journey. |
URL: | //learn.microsoft.com/dynamics365/marketing/customer-insights-segments |
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
Answer: | A |
Objective: | 1.2 Describe marketing-related apps |
Rationale: | Dynamics 365 Customer Voice is the only application that allows a user to send the survey from a Dynamics 365 lead. |
URL: | //learn.microsoft.com/dynamics365/customer-voice/send-survey-from-dynamics-365 |
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
Answer: | B |
Objective: | 2.1 Describe the Dynamics 365 Sales lifecycle |
Rationale: | Active State: You can close a quote only when it is in the Active state. If a quote is in an active state, it is in a non-editable state. If you want to edit the quote, you can change the state to revised. If you want to close the quote, you can close it from the active state. |
URL: | //learn.microsoft.com/dynamics365/sales/create-edit-quote-sales |
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
Answer: | B |
Objective: | 2.1 Describe the Dynamics 365 Sales lifecycle |
Rationale: | This is the correct answer as when the customer is qualified, it becomes an opportunity and that is where you fill in the information needed for the boss. |
URL: | //learn.microsoft.com/dynamics365/sales/nurture-sales-from-lead-order-sales |
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
Answer: | A |
Objective: | 2.2 Describe sales-related apps |
Rationale: | Pipeline:This is a forecast category that is used to define the confidence level. Forecast category as a Pipeline indicates the low confidence in winning the opportunity. |
URL: | //learn.microsoft.com/dynamics365/sales/configure-forecast |
Question # 8 (Matching)
Match the solution on the left to the correct descriptions on the right.
A. Dynamics 365 Sales Insights B. Dynamics 365 Customer Insights C. Dynamics 365 Sales | _____ 1. Unify customer data across multiple sources to get a single view of a customer. _____ 2. Nurture Lead and Opportunities. _____ 3. Analyze customer interaction data stored in Dynamics 365 Sales and Microsoft 365. |
Answer: | A3, B1, C2 | ||||||
Objective: | 2.2 Describe sales-related apps | ||||||
Rationale: |
| ||||||
URL: | //learn.microsoft.com/dynamics365/sales/overview#dynamics-365-sales-premium |
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
Answer: | A |
Objective: | 3.1 Describe Dynamics 365 Customer Service components |
Rationale: | Waiting: An entitlement will be in the Waiting status until the start date. On the start date, the entitlement status will change to Active. |
URL: | //learn.microsoft.com/training/modules/creating-and-managing-entitlements-in-dynamics-365/2-creating-entitlement-records |
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
Answer: | B AND C AND E |
Objective: | 3.1 Describe Dynamics 365 Customer Service components |
Rationale: | Entitlement: This is used to specify the support term based on the number of cases or number of hours. Based on the entitlement, agents are eligible to create cases for the customer. Service Level Agreement: When a case is created for a customer, either automatically or manually, you can add a Service level agreement and a timer will be added to the case. Entitlement Channel: By defining the channel for entitlement, you can track customer support terms for each channel. |
URL: | //learn.microsoft.com/dynamics365/customer-service/define-service-level-agreements
//learn.microsoft.com/dynamics365/customer-service/create-entitlement-define-support-terms-customer |
Question # 11 (Matching)
Match the rulesets on the left to the correct descriptions on the right.
A. Routing Rules B. Queue C. Automatically record creation and update rules | _____ 1. Automatically convert a service activity to a case. _____ 2. Automatically assign a case to the right agent. _____ 3. Categorize cases based on products and agents can access it. |
Answer: | A2, B3, C1 | ||||||
Objective: | 3.1 Describe Dynamics 365 Customer Service components | ||||||
Rationale: |
| ||||||
URL: | //learn.microsoft.com/dynamics365/customer-service/create-rules-automatically-route-cases //learn.microsoft.com/dynamics365/customer-service/automatically-create-update-records |
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
Answer: | B |
Objective: | 4.1 Describe Field Service capabilities |
Rationale: | In progress: When a technician starts travelling to the work order location, they will change the booking status to Traveling. The status of the work order will automatically be changed to In-Progress. |
URL: | //learn.microsoft.com/dynamics365/field-service/work-order-status-booking-status |
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
Answer: | D |
Objective: | 4.1 Describe Field Service capabilities |
Rationale: | Inspections: This provides capabilities to create a digital form that the technician is using to answer a list of questions provided. |
URL: | //learn.microsoft.com/dynamics365/field-service/inspections |
Question # 14 (Matching)
Match the resource skillsets on the left to the correct descriptions on the right.
A. Resource Category B. Characteristic C. Rating Model | _____ 1. Assembly repair is an expertise that is needed by a resource to complete the work order. _____ 2. Proficient in Inventory Management is a value of the expertise or knowledge. _____ 3. Bookable resource's role is electrician. |
Answer: | A3, B1, C2 | ||||||
Objective: | 4.2 Describe scheduling capabilities | ||||||
Rationale: |
| ||||||
URL: | //learn.microsoft.com/dynamics365/field-service/set-up-bookable-resources //learn.microsoft.com/dynamics365/field-service/configure-schedule-board //learn.microsoft.com/dynamics365/field-service/set-up-characteristics |
Question # 15 (Matching)
Match the types of scheduling on the left to the correct descriptions on the right.
A. Schedule Assistant B. Resource Scheduling Optimization C. Manual Scheduling | _____ 1. Automatic process to minimize travel time. _____ 2. Select requirement to create bookings using schedule board. _____ 3. Recommend times and resources for bookings. |
Answer: | A3, B1, C2 | ||||||
Objective: | 4.2 Describe scheduling capabilities | ||||||
Rationale: |
| ||||||
URL: | //learn.microsoft.com/dynamics365/field-service/rso-optimization-goal //learn.microsoft.com/dynamics365/field-service/scheduling-capabilities |
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
Answer: | C |
Objective: | 4.2 Describe scheduling capabilities |
Rationale: | A tracking record will only be created when a technician is logged into the mobile app and moves more than 200 meters. While the user is moving, it will create records at a specified time interval. |
URL: | //learn.microsoft.com/dynamics365/field-service/mobile-powerapp-location-auditing |
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
Answer: | C |
Objective: | 5.1 identify common customer engagement features |
Rationale: | Notes: You can attach a document to the notes of an activity of the record. |
URL: | //learn.microsoft.com/powerapps/maker/model-driven-apps/set-up-timeline-control?context=/dynamics365/context/sales-context |
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
Answer: | D |
Objective: | 5.1 identify common customer engagement features |
Rationale: | Static Worksheet: When you download the excel in a static worksheet format, other users will be accessing the data without a license for Dynamics 365 Sales. |
URL: | //learn.microsoft.com/dynamics365/customerengagement/on-premises/basics/export-excel-static-worksheet //learn.microsoft.com/powerapps/user/export-excel-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
Answer: | D |
Objective: | 5.2 Describe integration options |
Rationale: | Microsoft Teams: This application allows users to collaborate with other team members and connect to the Dynamics 365 Sales application data. |
URL: | //learn.microsoft.com/dynamics365/teams-integration/teams-install-app |
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
Answer: | C |
Objective: | 5.2 Describe integration options |
Rationale: | Word Template: Word templates will allow users to design and customize the template (add an image). Data will also be populated in the formatted document. |
URL: | //learn.microsoft.com/power-platform/admin/using-word-templates-dynamics-365 |