Free Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) Exam MB-910 Exam Practice Test

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.

• Use Customer Voice to compile results from the existing third-party app.
• Use Power Automate to automatically send Customer Voice surveys.
• Create a survey in Dynamics 365 Marketing and create a campaign to send it to out and collect data.
• Use Customer Voice to collect and analyze survey results.
• Create surveys in Dynamics 365 Marketing by using Questionnaire.

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?

• Schedule board
• Unified routing for table records
• Universal Resource Scheduling
• Resource scheduling optimization

A company plans to implement Dynamics 365 Customer Service.The company wants to use the system to determine when customers are having an issue and need help. You need to track customer issues until the issues are resolved.What should you create?

• opportunity
• contact
• case
• quote

A company uses Dynamics 365 Sales.You disqualify a lead. On a later date, the lead shows interest in buying a product that the company sells.You need to convert the lead to an opportunity and retain all available history.Which two actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

• Qualify the closed lead as an opportunity.
• Qualify the reactivated lead to an opportunity.
• Convert the copied lead to an opportunity.
• Use the Reactivate Lead functionality to reopen the lead.
• Create a copy of the lead with data from the original lead.

A company plans to implement Dynamics 365 Sales. Which two out-of-the-box features can you use to capture leads? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

• emails
• CSV files
• Dynamics 365 Commerce
• Dynamics 365 Customer Insights

A company uses lead scoring models with Dynamics 365 Customer Insights - Journeys.You need to identify actions that affect lead scores.Which two actions should you identify? Each correct answer is a complete solution.NOTE: Each correct selection is worth one point.

• webpage visits
• phone calls
• form submissions
• event payments

Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

• Customer Voice survey
• Customer Service Hub
• Enterprise Asset Management
• Event management

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.

• Microsoft Fabric
• ERP
• Microsoft Office
• CRM

A company sells and services commercial refrigeration equipment. The company is implementing Dynamics 365 Project Operations.You need to ensure that you can select a service technician for an assignment that has the required expertise to address the equipment issues reported by a customer.Which two features should you use? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

• Resource skills
• Resource roles
• Proficiency models
• Service-level agreements

A company organizes and runs conferences and other events. The company is considering using Dynamics 365 Marketing.The company wants to ensure that they can implement key marketing features without requiring any customizations.Which three capabilities does Dynamics 365 Marketing support using out-of-the-box functionality? Eachcorrect answer presents part of the solution.NOTE: Each correct selection is worth one point.

• Sponsors and sponsorships
• Regulatory compliance
• Advertisers and print media and campaigns
• Session and speaker tracking
• Registration and attendance