MB-910 sample exam questions

15 exam-style questions for Microsoft MB-910: Dynamics 365 Fundamentals (CRM), with answers and explanations. Take them as a timed practice exam first if you want a score out of 1000.

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  1. Question 1Multiple responseMarketing and Customer Insights
    A company uses Dynamics 365 Marketing.
    You must choose a real-time marketing customer journey type to start the journey.
    Which two journey types you can use? Each correct answer presents a complete solution.
    NOTE: Each correct selection is worth one point.
    1. A
      Event-based
    2. B
      Audience-based
    3. C
      Scheduled
    4. D
      Customer onboarding
    Show answer

    Correct answer: A, B

    Why

    Real-time marketing journeys start either from a trigger (event-based, such as a form submit or custom trigger) or from a segment (audience-based). Scheduled and customer onboarding are not journey start types; onboarding is only a template scenario.

  2. Question 2Single choiceCustomer Service
    A company is working with a potential customer on a multi-year contract. The customer decides to delay their decision to commit to the contract.
    You want to find other colleagues who have interacted with the potential customer to discuss strategies with the colleagues to close the deal with the customer.
    Which app should you recommend?
    1. A
      Customer Service Insights
    2. B
      Market Insights
    3. C
      Power Virtual Agents
    4. D
      Sales Insights
    Show answer

    Correct answer: D

    Why

    Sales Insights (now part of Dynamics 365 Sales premium features) includes the Who Knows Whom feature, which finds colleagues who have interacted with a contact or account so they can provide an introduction or strategy. Customer Service Insights, Market Insights and Power Virtual Agents do not provide relationship analytics.

  3. Question 3Single choiceSales
    A company uses Dynamics 365 Sales.
    You need to create a forecast in Dynamics 365 Sales so that the sales director will be able to predict upcoming sales revenue.
    Which standard record type is used to create the forecast?
    1. A
      Account
    2. B
      Lead
    3. C
      Quote
    4. D
      Opportunity
    Show answer

    Correct answer: D

    Why

    Dynamics 365 Sales forecasts roll up open and won opportunities (estimated revenue, close date and forecast category) by sales team hierarchy. Accounts, leads and quotes are not the records that forecasts aggregate.

  4. Question 4Multiple responseCustomer Service
    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.
    1. A
      Knowledge base with Relevance search
    2. B
      Parent and Child case settings
    3. C
      Case management with Related Similar cases
    4. D
      Routing rule sets
    Show answer

    Correct answer: A, C

    Why

    Knowledge articles found with relevance search and the Similar cases list on a case let less experienced agents reuse documented solutions and past resolutions. Parent and child case settings group related cases, and routing rule sets only send cases to queues, so neither helps agents find answers.

  5. Question 5Single choiceShared features and Power Platform
    A company is implementing Dynamics 365 Project Operations to manage projects for customers.
    You are training project managers on how to enter statements of work into the new system.
    You need to ensure that the number of hours and the hourly rate for each item are entered.
    Where must the project managers enter the required information?
    1. A
      Project contracts
    2. B
      Project stages
    3. C
      Project accounting
    4. D
      Resource management
    5. E
      Project tracking
    Show answer

    Correct answer: A

    Why

    In Project Operations, statements of work are captured on project contracts, whose contract lines hold the billing method, estimated hours and hourly rates (or fixed price milestones). Stages, accounting, resource management and tracking are not where contracted work is entered.

  6. Question 6Multiple responseOther
    You have a chart that displays a summary of accounts by industry.
    You need a chart that groups the account data by city instead of by industry. 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.
    1. A
      Expand the existing chart.
    2. B
      Edit the existing chart.
    3. C
      Select the city field in the drill-down menu.
    4. D
      Create a new chart.
    Show answer

    Correct answer: B, D

    Why

    No community answer. To keep a chart grouped by city for later use, either edit the existing chart and change its category field to City, or create a new chart grouped by City and save it. Expanding a chart or drilling down by City is only a temporary view that is not saved.

  7. Question 7HotspotCustomer Service
    HOTSPOT

    A company implements Dynamics 365 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.

    Microsoft Excel templates can be used to update row information.Yes / No
    Changes that are saved in Microsoft Excel Online update rows in Dynamics 365 Customer Service.Yes / No
    Data can be exported only by using a system view.Yes / No
    Show answer
    • Microsoft Excel templates can be used to update row information. No
    • Changes that are saved in Microsoft Excel Online update rows in Dynamics 365 Customer Service. Yes
    • Data can be exported only by using a system view. No
    Why

    Excel templates produce formatted analysis and reports from Dynamics 365 data; they do not write back to rows. Open in Excel Online saves edits straight back to Dataverse. Export to Excel works from system and personal views alike.

  8. Question 8Drag and dropShared features and Power Platform
    DRAG DROP

    A company uses Dynamics 365 Customer Service to manage its warehouse and customer service department.

    The manager wants to improve productivity.

    You need to recommend a solution.

    Which products should you recommend? To answer, drag the appropriate products to the correct requirements. Each product 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.

    Move each item to the matching row:

    • Power BI
    • Power Apps
    • Power Automate
    • Power Virtual Agents
    • Send an email.
    • Display case and survey information.
    • Perform inventory counts.
    Show answer
    • Send an email. Power Automate
    • Display case and survey information. Power BI
    • Perform inventory counts. Power Apps
    Why

    Power Automate flows automate tasks such as sending emails, Power BI reports and dashboards visualize case and survey data, and a Power Apps app (for example a mobile canvas app) lets warehouse staff record inventory counts. Power Virtual Agents (now Copilot Studio) builds chatbots.

  9. Question 9Drag and dropField Service
    DRAG DROP

    A company schedules technicians by using Dynamics 365 Field Service.

    You need to demonstrate to the customer which tools are used for the different scheduling types.

    Match each tool to its scheduling type.

    To answer, drag the appropriate tool from the column on the left to its scheduling type on the right. Each tool may be used once, more than once, or not at all. Each correct match is worth one point.

    Move each item to the matching row:

    • Schedule board
    • Resource requirements
    • Schedule assistant
    • Resource scheduling optimization
    • Manual
    • Semi-Automated
    • Fully Automated
    Show answer
    • Manual Schedule board
    • Semi-Automated Schedule assistant
    • Fully Automated Resource scheduling optimization
    Why

    Dispatchers schedule manually by dragging requirements onto the schedule board, the schedule assistant semi-automates by suggesting available, qualified resources, and Resource Scheduling Optimization fully automates bookings. Resource requirements are what gets scheduled, not a scheduling tool.

  10. Question 10Multiple responseSales
    A company plans to use Microsoft Power Platform.

    The company requires a solution that includes contact, account, lead, and opportunity tables.

    You need to recommend a solution.

    Which two apps should the company use? Each correct answer presents part of the solution.

    NOTE: Each correct selection is worth one point.
    1. A
      Microsoft Power Apps
    2. B
      Power Automate
    3. C
      Dynamics 365 Sales
    4. D
      Dynamics 365 Customer Service
    Show answer

    Correct answer: A, C

    Why

    Power Apps with Dataverse provides the standard account and contact tables, while lead and opportunity tables come with Dynamics 365 Sales, so the solution uses both. Power Automate adds workflows, and Customer Service focuses on cases.

  11. Question 11Single choiceField Service
    A company uses Dynamics 365 Field Service.

    A technician needs to create a checklist to determine the work that needs to be performed for a work order.

    You need to create the checklist.

    Which tool should you use?
    1. A
      Customer Voice
    2. B
      Forms
    3. C
      Service task type
    4. D
      Inspections
    Show answer

    Correct answer: D

    Why

    Field Service inspections are digital checklists (question lists) attached to work orders through service tasks so technicians complete the same steps. A service task type is the container that references the inspection, while Customer Voice and generic forms are not the checklist tool.

  12. Question 12HotspotMarketing and Customer Insights
    HOTSPOT

    You use Dynamics 365 Customer Insights - Journeys and Dynamics 365 Customer Insights - Data.

    Select the answer that correctly completes the sentence.

    Customer Insights - Data can be used to merge demographic data from different sources into customer ___channels. / profiles. / surveys. / triggers.
    Show answer
    • Customer Insights - Data can be used to merge demographic data from different sources into customer ___ profiles.
    Why

    Customer Insights - Data ingests data from many sources and unifies it into unified customer profiles, which Customer Insights - Journeys can then use for segments and personalization. Channels and triggers are Journeys concepts, and surveys come from Customer Voice.

  13. Question 13HotspotSales
    HOTSPOT

    You plan to use Dynamics 365 Sales to manage an online training business.

    Data for users who take training courses will be stored in a contact table using built-in tools.

    You need to determine where to store new data.

    Which locations should you use? To answer, select the appropriate options in the answer area.

    NOTE: Each correct selection is worth one point.

    Course informationExcel spreadsheet / New Microsoft Dataverse table / On-premises SQL Server
    ID consisting of "STUDENT-" + a number incremented with each new recordNew text column / Existing text column / New numeric column / New autonumber column
    Show answer
    • Course information New Microsoft Dataverse table
    • ID consisting of "STUDENT-" + a number incremented with each new record New autonumber column
    Why

    Course data should be stored in a new custom Dataverse table so it relates to contacts and works with built-in Dynamics 365 tools. An autonumber column generates values with a prefix such as STUDENT- followed by an automatically incremented number; text or numeric columns would need manual entry.

  14. Question 14Single choiceMarketing and Customer Insights
    A company is using Dynamics 365.

    The company plans to converse with customers through social media.

    You need to recommend a solution that provides conversation with customers.

    What should you recommend?
    1. A
      Dynamics 365 Customer Service
    2. B
      Dynamics 365 Customer Insights
    3. C
      Dynamics 365 Customer Voice
    4. D
      Omnichannel for Customer Service
    Show answer

    Correct answer: D

    Why

    Omnichannel for Customer Service (now part of Dynamics 365 Contact Center/Customer Service) adds live chat and social messaging channels such as Facebook, WhatsApp and Twitter for real-time conversations. Base Customer Service, Customer Insights and Customer Voice do not provide social conversation channels.

  15. Question 15Single choiceOther
    A company is evaluating finance and operations features.

    The company has multiple jobs that must be run in batch concurrently overnight. The company is concerned about overall performance.

    You need to recommend a way to balance the load in the batch jobs.

    What should you recommend?
    1. A
      Batch task sequencing
    2. B
      Active batch periods
    3. C
      Batch groups
    Show answer

    Correct answer: C

    Why

    In finance and operations apps, batch groups assign batch jobs to specific batch server (AOS) instances, distributing the load when many jobs run concurrently. Task sequencing controls order within a job, and active batch periods control when jobs can run, not load balancing.