CRM MB-910 QUESTIONS & ANSWERS SOLVED CORRECTLY TO SCORE A+

Name: Score:


55 Multiple choice questions

Term 1 of 55
A company organizes and runs conferences and other events. The company is considering using
Dynamics 365 Marketing. The company wants to ensure that they can implement key marketing
features without requiring any customizations. Which three capabilities does Dynamics 365
Marketing support using out-of-the-box functionality?


A. Sponsors and sponsorships
B. Regulatory compliance
C. Advertisers and print media and campaigns
D. Session and speaker tracking
E. Registration and attendance

1. Store and track customer information.
A. ACCOUNT

2. Attach a file to an activity.
A. NOTES

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

B. Generate a document by using a Microsoft Word template.
C. Export the quote as a PDF file.


A. Sponsors and sponsorships
D. Session and speaker tracking
E. Registration and attendance

,Term 2 of 55
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?

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


The case is removed from all queues.

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

Term 3 of 55
A company has implemented Dynamics 365 Marketing. You need to implement apps to meet the
company's business requirements. Which app should you use?


1. Collect feedback on the effectiveness of a marketing campaign.
- LinkedIn Sales Navigator
- Dynamics 365 Customer Insights
- Dynamics 365 Customer Voice

LinkedIn Campaign Manager

B. First Response by KPI


Dynamics 365 Customer Voice

- Dynamics 365 Customer Insights

,Term 4 of 55
A company plans to implement Dynamics 365 Marketing.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.


You can only query across accounts, leads and marketing lists when building segments. YES/NO

Yes

No

Term 5 of 55
A company plans to implement new support software. You need to recommend solutions for the
company. What should you recommend to meet each requirement?


Send senior technicians a notification when a case moves to an escalated status:

SMS - text message

Webchat


Power Platform portal

, Term 6 of 55
A company plans to implement Omnichannel for Customer Service. For each of the following
statements, select Yes if the statement is true. Otherwise, select No.


Omnichannel for Customer Service allows you to integrate chatbots that can communicate with
customers. YES/NO


Agents can only participate in one session at a time. Yes/NO


Supervisors can monitor agent conversations only when an agent invites the supervisor to the
conversation. Yes/NO

- updates the current lead with the LinkedIn data.

Omnichannel for Customer Service allows you to integrate chatbots that can communicate
with customers.
YES

Agents can only participate in one session at a time. NO

Supervisors can monitor agent conversations only when an agent invites the supervisor to
the conversation.
NO


A. Omnichannel for Customer Service

A. Create a survey in Dynamics 365 Marketing and create a campaign to send it to out and
collect data

B. Use Customer Voice to collect and analyze survey results