Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) MB-910 Exam Questions

A company uses Dynamics 365 Sales. The company creates sales proposals as PDF documents.

The company wants multiple users to access the latest version of a sales proposal in Dynamics 365 Sales. Users must be able to attach notes to the proposal.

You need to recommend an app for the company. Which app should you recommend?

A company uses Dynamics 365 Field Service. The company sends employees to customer sites for

repairs. Work orders are created for repairs. No customizations have been made.

A work order status must be automatically changed to the correct stage when resources are booked.

Which three bookable resource statuses should you use?

Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A company uses lead scoring models with Dynamics 365 Customer Insights - Journeys.

You need to identify actions that affect lead scores.

Which two actions should you identify? Each correct answer is a complete solution.

NOTE: Each correct selection is worth one point.

A company implements Dynamics 365 Customer Service for their support desk.

Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.

You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.

What should you implement?

You manage a call center for a company that uses Dynamics 365 Customer Service.

The call center's customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year.

You need to help the customer service manager make the changes. Which status indicates that an entitlement must be renewed?

You use Dynamics 365 Field Service.

Each time a customer contacts a call center to request service, you plan to send a technician to the customer's location. You receive a service request and create a work order.

You need to identify the next step in the process. What should you do next?

An online retail company uses Dynamics 365 Customer Insights - Journeys.

Customers abandon cans with items after shopping on the company s website. The marketing manager must send an email to these customers to ask if they want to complete the purchase.

You need to select a feature to send the mail.

Which feature should you use?