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

Question list

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

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 cu

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 n

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 col

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 wort

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 suppor

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 4

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 selectio

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

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 o

Related questions

A company uses Dynamics 365 Field Service. The company sends employees to customer sites for repairs. Work orders are created for repairs. No customizations have been made. A work order status must be automatically changed to the correct stage when resources are booked. Which three bookable resource statuses should you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

A company is using Dynamics 365 Customer Service for case management. The company must use entitlements to enforce limitations on customer ticket creation. You need to design the entitlement terms. Which two metrics should you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

A company uses leads and opportunities to track potential sales. Salespeople have a difficult time determining prioritizing opportunities. You need to ensure opportunities are categorized to ensure sales efficiency. Which feature should you implement?

You need to identify the data sources that Microsoft Copilot for Sales can use. Which two sources should you identify? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

Customers submit suggestions, questions, and cases to a company by using the following channels: * Submitting a case in a customer service portal. * Emailing a support mailbox. * Calling a telephone number. The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department. You need to show the agents how the submissions are stored. Which format is used for the submissions?

A company uses Dynamics 365 Marketing. The company uses a third-party app to send email surveys to prospects to better understand their business needs. There is currently no link to prospect records and users report that the survey management process is manual and is difficult to manage. You need to automate the survey process and streamline collection and analysis of responses. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

A company uses Dynamics 365 Sales. The company must use Export to Excel to edit multiple records. Microsoft Dataverse must update automatically. You need to select the option. Which option should you select?

You are a consultant working with a company that sells sporting equipment. The company uses Microsoft 365 and Dynamics 365 Sales. You need to recommend tools that integrate with Dynamics 365 Sales and improve file collaboration. What three tools should you recommend? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

A company has a large number of technicians that work in the field. You need to ensure that Dynamics 365 Field Service can automatically schedule work to minimize travel time for technicians. What should you implement?

HOTSPOT Which features are available in Dynamics 365 Marketing? For each of the following features, select Yes if the feature is available. Otherwise, select No. NOTE: Each correct selection is worth one point.

Question 31

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

Task

Entitlement

Work order

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Question 32

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

Service level agreements

Knowledge base management

Customer Service Insights

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Question 33

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.

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Question 34

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.

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Question 35

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.

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Question 36

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.

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Question 37

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.

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Question 38

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.

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Question 39

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.

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Question 40

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.

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Total 159 questions

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