MB-910 Practice Online

Question 1

A company integrates LinkedIn Campaign Manager with Dynamics 365 Marketing.

Which two actions can the company perform using out-of-the-box features? Each correct answer presents

a complete solution.

NOTE: Each correct selection is worth one point.

Section: Describe Dynamics 365 Marketing

A :

Generate leads from LinkedIn.

B : Create email templates for LinkedIn messages.

C :

Schedule and publish social posts.

D :

Create and publish events on LinkedIn.

Answer: A,C

Question 2

A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires

temporary employees to work during peak seasons.

Temporary employees take much longer to resolve cases than seasoned employees.

You need to recommend features that will help employees find information needed to resolve cases.

Which two options should you recommend? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Section: Describe Dynamics 365 Customer Service

A : Knowledge base with Relevance search

B : Parent and Child case settings

C :

Case management with Related Similar cases

D :

Routing rule sets

Answer: A,C

Question 3

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?

Section: Describe Dynamics 365 Customer Service

A : Work orders

B : Queues

C : Work items

D : Activities

Answer: B

Question 4

A company uses Dynamics 365 Customer Service.

The company plans to use support queues to organize and monitor the progress of cases. Customer

support agents will select cases from queues in which they are members. Agents release case items if they

are not able to continue working on a case.

Which statement describes what happens when a case item is released from the queue?

Section: Describe Dynamics 365 Customer Service

A :

The case continues to remain in the agent’s personal queue until someone else selects the item from

the queue.

B : The case is removed from all queues.

C : The case is removed from the agent’s personal queue and returned to the original support queue.

Answer: C

Question 5

A potential customer delays their decision to commit to a big multi-year contract.

You want to find other colleagues who have interacted with the potential customer to discuss strategies.

Which app should you recommend?

A : Customer Service Insights

B : Sales Insights

C : Power Virtual Agents

D : Market Insights

Answer: B

Name:	Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM)
Exam Code:	MB-910
Certification:	Microsoft Dynamics 365 Fundamentals
Vendor:	Microsoft
Total Questions:	173
Last Updated:	Apr 24, 2024

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