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Microsoft MB-910 Practice Test - Questions Answers, Page 4

List of questions

Question 31

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You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.

You need to review the timeline for a case that you are managing.

Which type of activity appears in the case timeline?

Project task

Project task

Task

Task

Entitlement

Entitlement

Work order

Work order

Suggested answer: C

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a-case

asked 05/10/2024
Wanicha Inburan
37 questions

Question 32

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A company implements Dynamics 365 Customer Service for their support desk.

Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.

You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.

What should you implement?

Power Automate to transfer cases

Power Automate to transfer cases

Service level agreements

Service level agreements

Knowledge base management

Knowledge base management

Customer Service Insights

Customer Service Insights

Suggested answer: C
asked 05/10/2024
Michael Marzotto
36 questions

Question 33

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DRAG DROP

A company plans to implement Dynamics 365 Customer Service.

Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.

You need to create a glossary for employees.

Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.


Microsoft MB-910 image Question 33 103352 10052024010340000
Correct answer: Microsoft MB-910 image answer Question 33 103352 10052024010340000

Explanation:

https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components

asked 05/10/2024
André Batista
39 questions

Question 34

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DRAG DROP

A company manufactures environmental sensors that can be monitored remotely.

Match each component to its definition.

Instructions: To answer, drag the appropriate component from the column on the left to its definition on the right. Each component may be used once, more than once, or not at all. Each correct match is worth one point.

NOTE: Each correct selection is worth one point.


Microsoft MB-910 image Question 34 103353 10052024010340000
Correct answer: Microsoft MB-910 image answer Question 34 103353 10052024010340000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

asked 05/10/2024
Saeed Awwad
46 questions

Question 35

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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.


Microsoft MB-910 image Question 35 103354 10052024010340000
Correct answer: Microsoft MB-910 image answer Question 35 103354 10052024010340000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license

asked 05/10/2024
Pineda Jerson
30 questions

Question 36

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DRAG DROP

A company is implementing Dynamics 365 Customer Service.

The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.

You need to recommend which apps the company should implement.

Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.


Microsoft MB-910 image Question 36 103355 10052024010340000
Correct answer: Microsoft MB-910 image answer Question 36 103355 10052024010340000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/channels

asked 05/10/2024
Rosalba Scalera
48 questions

Question 37

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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.


Microsoft MB-910 image Question 37 103356 10052024010340000
Correct answer: Microsoft MB-910 image answer Question 37 103356 10052024010340000

Explanation:

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

asked 05/10/2024
Bob Target
38 questions

Question 38

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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.


Microsoft MB-910 image Question 38 103357 10052024010340000
Correct answer: Microsoft MB-910 image answer Question 38 103357 10052024010340000

Explanation:

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

asked 05/10/2024
Zahid Maqsood
44 questions

Question 39

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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.


Microsoft MB-910 image Question 39 103358 10052024010340000
Correct answer: Microsoft MB-910 image answer Question 39 103358 10052024010340000

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledgearticle

asked 05/10/2024
Himal Rai
39 questions

Question 40

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HOTSPOT

A company plans to implement new support software.

You need to recommend solutions for the company.

What should you recommend to meet each requirement? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.


Microsoft MB-910 image Question 40 103359 10052024010340000
Correct answer: Microsoft MB-910 image answer Question 40 103359 10052024010340000

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview

asked 05/10/2024
Sajan Limbu
29 questions
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