MB-910 – Q&A PDF Exam

Description

Skills measured as of December 27, 2023 Audience profile This exam covers the features and capabilities of: Microsoft Dynamics 365 Customer Insights – Journeys Dynamics 365 Sales Dynamics 365 Customer Service Dynamics 365 Field Service As a candidate for this exam, it will be helpful for you to have a basic understanding of: Business processes Computer skills Skills at a glance Describe Dynamics 365 Customer Insights (15–20%) Describe Dynamics 365 Sales (15–20%) Describe Dynamics 365 Customer Service (20–25%) Describe Dynamics 365 Field Service (15–20%) Explore the core capabilities of customer engagement apps in Dynamics 365 (20–25%) Describe Dynamics 365 Customer Insights (15–20%) Explore Customer Insights – Journeys Describe use cases for Customer Insights – Journeys Describe lead generation and qualification Describe use cases for marketing forms Describe how to target customers by using segments and subscription lists Describe email marketing Describe customer journeys Describe event management features and capabilities Describe Customer Insights – Data and Dynamics 365 Customer Voice Describe use cases of and capabilities for Customer Insights – Data Describe use cases for and capabilities of Customer Voice Describe Dynamics 365 Sales (15–20%) Explore Sales Describe use cases for Dynamics 365 Sales Describe leads and the process for qualifying leads Describe the opportunity management process Describe the quote lifecycle Describe the order management and invoice management processes Describe use cases for business process flows Describe Sales capabilities and related apps Describe sales pipeline and forecasting concepts Describe use cases for and capabilities of Sales Insights Describe use cases for and capabilities of LinkedIn Sales Navigator Describe use cases for the Dynamics 365 Sales mobile app Describe Dynamics 365 Customer Service (20–25%) Explore Customer Service Describe use cases for Dynamics 365 Customer Service Describe the functionality for workload management, including basic routing (basic queues), Unified Routing, and Agent Inbox Describe knowledge management in Dynamics 365 Customer Service Describe the case lifecycle including service-level agreements (SLAs) and entitlements Describe Customer Service capabilities and related apps Describe Omnichannel for Customer Service Describe reporting and data visualization options in Dynamics 365 Customer Service Describe use cases of Dynamics 365 Customer Voice for Customer Service Describe Dynamics 365 Field Service (15–20%) Explore Field Service Describe use cases for Dynamics 365 Field Service Describe common field service processes Describe the work order lifecycle Describe inspections in Dynamics 365 Field Service Describe the Field Service mobile app Describe the scheduling capabilities of Field Service Describe resource and scheduling processes Describe asset management and customer assets Describe Connected Field Service for Dynamics 365 Explore the core capabilities of customer engagement apps in Dynamics 365 (20–25%) Describe the foundations of customer engagement apps Describe use cases for customer engagement apps Describe Microsoft Power Platform as it relates to customer engagement apps Describe Microsoft Dataverse as the foundation for customer engagement apps Navigate to and within customer engagement apps Describe shared activities and integration options in customer engagement apps Describe customers and activities Describe search options and filter criteria Describe reporting capabilities including dashboards, charts, and views Describe Microsoft Teams integration Describe Microsoft Outlook integration Describe Microsoft Excel integration Sample Question and Answers QUESTION 1 Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point. A. Customer Voice survey B. Customer Service Hub C. Enterprise Asset Management D. Event management Answer: AD QUESTION 2 DRAG DROP 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: 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. QUESTION 3 HOTSPOT A company plans to implement Dynamics 365 Marketing. 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: QUESTION 4 HOTSPOT A company has implemented Dynamics 365 Marketing. You need to implement apps to meet the companys business requirements. Which app should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Answer: Explanation: QUESTION 5 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. 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. 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