MB-910 Online Practice Questions and Answers

Correct Answer: D

Reference: https://docs.microsoft.com/en-us/dynamics365/ai/sales/relationship-analytics#analyze-the-health-and-activity-history-of-a-customer-or-opportunity

Correct Answer: D

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

Correct Answer: ACE

Reference: https://docs.microsoft.com/en-us/dynamics365/marketing/event-management https://docs.microsoft.com/en-us/dynamics365/marketing/linkedin-lead-gen-integration https://docs.microsoft.com/en-us/dynamics365/marketing/lead-lifecycle

Correct Answer: D

Explanation:

Add inspections to work orders

Field Service inspections are digital forms that technicians use to quickly and easily answer a list of questions as part of a work order. The list of questions can include safety protocols, pass-and-fail tests for a customer asset, an interview with

a customer, or other audits and assessments.

Reference:

https://learn.microsoft.com/en-us/dynamics365/field-service/inspections

Correct Answer:

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

Correct Answer:

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

Correct Answer:

Box 1: Yes

You can add a new payment gateway to your event website.

Note: To add a new payment page to your event website:

Make an agreement with a third-party payment provider and prepare a web page that provides a payment front end, as described in their documentation.

Sign in to Dynamics 365 Marketing and go to the custom app by choosing Dynamics 365—custom from the app selector.

In the custom app, use the area switcher at the bottom left of the page to open Portals. Then go to Content > Web Templates

Select + New on the control bar to create a new web template.

Enter a Name for your template and set the Website to the Event Portal.

Etc.

Box 2: Yes

You can use Microsoft Teams for Dynamics 365 Marketing online events.

Use Microsoft Teams as an online meeting provider for Dynamics 365 Marketing events. Teams event functionality is incorporated directly into the Marketing app, allowing you to use Teams webinars or Teams live events for one/some to

many online events, and Teams meetings for interactive online meetings.

Box 3: Yes

Book hotel rooms for staff, speakers, and guests

If your organization has set up hotels and room allocations for your event in Dynamics 365 Marketing, you can view and create room bookings by going to Events > Logistics > Hotel Room Reservations. Each room booking links an event-

registration record (and its associated contact) to a hotel room allocation set up in Dynamics 365 Marketing. Each room allocation represents a block of rooms of a specific type (single, double, or suite) at a specific hotel during a specific

event. After all the rooms in an allocation are booked, that allocation is considered sold out unless you can request more from that hotel. Room bookings don't specify a room number, just a room type (based on allocation) and a unique

reservation number.

Reference:

https://learn.microsoft.com/en-us/dynamics365/marketing/event-payment-gateway

https://learn.microsoft.com/en-us/dynamics365/marketing/invite-register-house-event-attendees

Correct Answer:

Explanation:

Box 1: Work order

Relate an account to a pending job.

The Work Order entity contains the details of the job that needs to be completed, such as work order type, status, duration, and priority.

Work orders are related to an Account entity. Specifying a Service Account on the work order adds related account information like territory, address, and service and billing defaults.

Incorrect:

* A bookable resource in Field Service is anything that needs to be scheduled. This most commonly includes people, equipment, and physical spaces (facilities).

Box 2: Inspection Diagnose a problem by using a list of questions

Field Service inspections are digital forms that technicians use to quickly and easily answer a list of questions as part of a work order. The list of questions can include safety protocols, pass-and-fail tests for a customer asset, an interview with a customer, or other audits and assessments.

Reference: https://learn.microsoft.com/en-us/dynamics365/field-service/field-service-architecture https://learn.microsoft.com/en-us/dynamics365/field-service/inspections

Correct Answer:

Reference: https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components

Correct Answer:

Box 1: Prioritization

Prioritization: Lists the prioritization rule that was applied if any. Work items are routed according to their priority.

Box 2: Skill-based routing

In the customer service center, your agents have different skill sets and abilities. The customers who reach out to the contact center might have different needs. Skill-based routing lets your customer service center distribute work items

(conversations) to the agent who is most qualified to solve the issue. Skill-based routing improves the quality of customer service by automatically distributing work items to the agent who has the skills necessary to do the work.

Reference: https://learn.microsoft.com/en-us/dynamics365/customer-service/unified-routing-diagnostics https://learn.microsoft.com/en-us/dynamics365/customer-service/overview-skill-work-distribution