MB-910 Dumps To Pass Microsoft Exam in 24 Hours - DumpsTests [Q16-Q38]

MB-910 Dumps To Pass Microsoft Exam in 24 Hours - DumpsTests

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Exam MB-910: Microsoft Dynamics 365 Fundamentals (CRM)

This exam covers the features and capabilities of Microsoft Dynamics 365 customer engagement apps.

Candidates for this exam should have general knowledge of or relevant working experience in an Information Technology (IT) environment. They should also have a fundamental understanding of customer engagement principles and business operations.

Part of the requirements for: Microsoft Certified: Dynamics 365 Fundamentals (CRM)

Download exam skills outline

Skills measured

• Describe Project Operations (15-20%)
• Describe Dynamics 365 Sales (15-20%)
• Describe Dynamics 365 Marketing (10-15%)

Microsoft MB-910 Exam Syllabus Topics:

Topic	Details
Topic 1	Describe customer asset management and preventive maintenance processes Describe the process for converting leads into projects
Topic 2	Describe inventory and asset management capabilities Describe event management features and capabilities
Topic 3	Describe the capabilities of Dynamics 365 Customer Voice Describe how to target customers by using segments and subscription lists
Topic 4	Describe the lead generation and qualification process including lead scoring Describe the lifecycle of a work order including work order creation
Topic 5	Describe leads and the process for qualifying leads Describe processes and tools used for forecasting sales
Topic 6	Describe Dynamics 365 Customer Service components Describe the Dynamics 365 Sales lifecycle
Topic 7	Describe Omnichannel for Customer Service Identify Dynamics 365 Marketing capabilities
Topic 8	Describe cases, queues, and entitlements Describe capabilities for the Inspections feature
Topic 9	Describe resource management capabilities including skills, and proficiency models Describe options for managing documents by using SharePoint Online
Topic 10	Describe the capabilities of Dynamics 365 Customer Insights including audience insights Describe capabilities of Dynamics 365 Sales Insights
Topic 11	Identify common customer engagement features Describe the capabilities of LinkedIn Campaign Manager

 

NEW QUESTION 16
A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality. For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-with-travel-time

 

NEW QUESTION 17
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.

Answer:

Explanation:

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

 

NEW QUESTION 18
You work as a technician and receive your work assignments by using cases in Dynamics 365 Sales.
You need to review the timeline for a case that you are managing. Which type of activity appears in the case timeline?

• A. Project task
• B. Task
• C. Entitlement
• D. Work order

Answer: C

 

NEW QUESTION 19
A company plans to implement Dynamics 365 Sales to manage sales pipelines.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-professional/customize-business-process-flows

 

NEW QUESTION 20
A company plans to implement Dynamics 365 Sales with LinkedIn Sales Navigator.
You need to determine the controls that you should implement.
Which controls should you use? To answer, drag the appropriate controls to the correct requirement. Each control 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.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/linkedin/integrate-sales-navigator

 

NEW QUESTION 21
A company uses Dynamics 365 Sales.
You need to analyze account data and create reports based on the analyses. Which solution should you use?

• A. Microsoft Forms Pro
• B. Power Automate
• C. Power BI
• D. Management Reporter

Answer: C

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/introduction-sales-template-apps

 

NEW QUESTION 22
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.

Answer:

Explanation:

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

 

NEW QUESTION 23
A company uses Dynamics 365 Field Service. The company manufactures and sells medical equipment to hospitals. The company also manufactures parts for all equipment they sell.
You need to ensure that you can track equipment inspections, maintenance, and repairs. You must also be able to provide a replacement for faulty equipment that cannot be repaired on site.
What should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/configure-set-up-customer-assets
https://docs.microsoft.com/en-us/dynamics365/field-service/process-return

 

NEW QUESTION 24
An air conditioning company uses Dynamics 365 Field Service.
When a problem is detected with a customer's air conditioning system, a new case must be opened automatically.
You need to recommend a solution for the company. What should you recommend?

• A. Case management
• B. Field Service Mobile
• C. Work orders
• D. Universal Resource Scheduling
• E. Connected Field Service

Answer: E

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

 

NEW QUESTION 25
All employees at a company use Office 365. You are setting up Dynamics 365 Sales for the company. Only some employees will have licenses for Dynamics 365 Sales.
You need to recommend solutions for the company.
What should you recommend? To answer, drag the appropriate solutions to the correct requirements. Each solution 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.

Answer:

Explanation:

 

NEW QUESTION 26
A company uses Dynamics 365 Marketing.
Marketing team members must be able to group related customers for campaigns, market research, and surveys.
What should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature 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.

Answer:

Explanation:

Explanation:
Box 1:
You cannot use marketing segments in a campaign.
Box 2:
You can only use one type of marketing list (a subscription list) for customer journeys. You can use any type of marketing segment for customer journeys.
Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/segments-vs-lists

 

NEW QUESTION 27
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.

Answer:

Explanation:

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

 

NEW QUESTION 28
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?

• A. The case is removed from the agent's personal queue and returned to the original support queue.
• B. The case continues to remain in the agent's personal queue until someone else selects the item from the queue.
• C. The case is removed from all queues.

Answer: A

Explanation:
Reference:
https://docs.microsoft.com/en-us/learn/modules/using-dynamics-365-queues-to-manage-case-workloads/4- working-with-queues

 

NEW QUESTION 29
A company provides roadside assistance for disabled automobiles.
The company enacts a policy that specifies a 30-minute response time for all requests for assistance. You need to ensure that data about assistance crew response times is captured correctly.
For what type of object should you define details? To answer, select the appropriate option in the answer area.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

 

NEW QUESTION 30
A company uses Dynamics 365 Project Operations. You use the Project Operations Team Member app. You need to correct a submitted time entry.
Which functionality should you use? To answer, drag the appropriate functionalities to the correct scenarios. Each functionality 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.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/time/ui-behavior-time

 

NEW QUESTION 31
A company calibrates and services medical equipment for customers across the United States. The company employs a large number of service technicians.
The company often does not assign service jobs to the technician that is geographically closest to the customer.
The company wants to use location auditing in Dynamics 365 Field Service to display each technician's location on a map.
You enable location tracking.
Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-powerapp-location-auditing

 

NEW QUESTION 32
A customer purchases Microsoft 365 and Dynamics 365 Sales.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/configure-microsoft-teams-dialer
https://docs.microsoft.com/en-us/power-platform/admin/set-up-onenote-integration-in-dynamics-365

 

NEW QUESTION 33
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.

• A. Knowledge base with Relevance search
• B. Case management with Related Similar cases
• C. Routing rule sets
• D. Parent and Child case settings

Answer: A,B

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

 

NEW QUESTION 34
A company that services air-conditioning equipment is implementing Dynamics 365 Field Service.
You need to recommend the features that the company should implement to meet business requirements. Which features should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-work-order
https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-system-offline
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

 

NEW QUESTION 35
You are evaluating Dynamics 365 Sales as a potential replacement for your company's existing sales system. What is a lead? To answer, select the appropriate option in the answer area.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-professional/manage-leads-sales-professional

 

NEW QUESTION 36
You are a project manager for a company that uses Dynamics 365 Project Operations.
You need to determine whether a specific resource has availability to work on a project.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.

Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/psa/resource-management-book-resources- scheduleboard
https://docs.microsoft.com/en-us/dynamics365/project-operations/resource-management/resource- reconciliation-overview

 

NEW QUESTION 37
You have a chart that displays a summary of accounts by industry.
You need a chart that displays the same data grouped by city. You must be able to access the chart at a later date.
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. Select the city field in the drill-down menu.
• B. Create a new chart.
• C. Expand the existing chart.
• D. Edit the existing chart.

Answer: B,D

 

NEW QUESTION 38
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