Exam MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
| Exam Number: MB-910 | Length of test: 120 mins |
| Exam Name: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) | Number of questions in the actual exam: 40-60 |
| Format: PDF, VPLUS | Passing Score: 700/1000 |
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Total Questions: 159 $30 Premium PDF file 2 months updates Last updated: November-2024 |
Total Questions: 159 FREE Premium VPLUS file Last updated: November-2024 |
Download practice test questions
| Title | Size | Hits | Download |
|---|---|---|---|
| Microsof.MB-910.vSep-2024.by.Odino.68q | 3.09 MB | 24 | Download |
| Microsof.MB-910.vSep-2024.by.Odino.68q | 5.29 MB | 22 | Download |
| Microsoft.MB-910.vJul-2024.by.Antony.98q | 4.15 MB | 49 | Download |
| Microsoft.MB-910.vJan-2024.by.JeeDryx.70q | 3.43 MB | 50 | Download |
Study guide for Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
Audience profile
As a candidate for this exam, you aspire to understand how customer engagement apps for Dynamics 365 can be used to:
- Unify profiles and tailor targeted, personalized customer journeys by using Dynamics 365 Customer Insights apps.
- Efficiently assist users through the complete sales order lifecycle by using Dynamics 365 Sales.
- Assist agents with case management through the complete customer support lifecycle by using Dynamics 365 Customer Service.
- Schedule and complete work orders by using Dynamics 365 Field Service.
- Evaluate how Copilot can assist with each of these.
The exam is intended for you if you’re seeking to start your journey using Dynamics 365 customer engagement solutions.
You can use this exam to prepare for role-based or specialty certifications, but it’s not a prerequisite for any of them.
Skills at a glance
Describe Dynamics 365 Customer Insights (15–20%)
- Explore Customer Insights – Journeys
- Describe Customer Insights – Data
Describe Dynamics 365 Sales (20–25%)
- Explore Sales
- Describe Sales capabilities and related apps
Describe Dynamics 365 Customer Service (20–25%)
- Explore Customer Service
- Describe Customer Service capabilities and related apps
Describe Dynamics 365 Field Service (15–20%)
- Explore Field Service
- Describe capabilities related to Field Service
Explore the core capabilities of customer engagement apps in Dynamics 365 (15–20%)
- Describe the foundations of customer engagement apps
- Describe shared activities and integration options in customer engagement apps
Some new questions:
Q
You use Customer Insights – Data.
You need to evaluate sales data to identity whether you are meeting business goals. Which object should you create to evaluate the data?
A. segment
B. trend
C. measure
D. activity
Q
A company plans to use Dynamics 365 Sales.
The company requires every Al feature related to sales be available.
You need to determine which solution to use.
Which solution should you identity?
A. Dynamics 365 Sales Professional
B. Dynamics 365 Sales Premium
C. Dynamics 365 Sales Enterprise
Q
You create a survey by using Dynamics 365 Customer Voice.
You need to share the survey with customers.
What are three possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point
A. Have recipients open the survey by scanning a QR code from a mobile device.
B. Have recipients receive a telephone call from Dynamics 365 Customer Voice with the survey.
C. Embed the survey in a webpage.
D. Send an email with the survey link from Dynamics 365 Customer Voice.
E. Post the survey link on social media from Dynamics 365 Customer Voice.
Q
A new salesperson has user access in Microsoft 365 and salesperson privileges in Dynamics 365 Sales.
The salesperson cannot recall the Dynamics 365 Sales app URL.
You need to provide a location where the user can access the app.
Which URL should you provide?
A. office.com
B. make.powerapps.com
C. admin.powerplatform.com
D. ponal.azure.com
Q
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. Work items
B. Queues
C. Work orders
D. Activities
…….