Microsoft Fundamentals MB-910 Questions & Answers

• Question 1:

  HOTSPOT

  A company plans to use Microsoft Dynamics 365 Marketing. You need to describe app event functionality.

  For each of the following statements, select Yes if the statement is true. Otherwise, select No.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  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 365ustom 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

• Question 2:

  HOTSPOT

  For each of the following statements, select Yes if the statement is true. Otherwise, select No.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: No

  You can search for knowledge content in external sources.

  Business value

  Knowledge in organizations is typically spread across multiple sources like SharePoint sites, OneDrive, third-party knowledge management systems, and so on. The ability to quickly find and share knowledge from as many sources as

  possible helps agents be more productive and resolve issues for customers more quickly.

  Box 2: Yes

  You can insert knowledge articles into an email.

  Business value

  Email is a critical communication channel that support agents use to communicate with customers and a vehicle for sharing knowledge articles. This feature provides agents on Unified Interface with an easy way to insert one or more

  knowledge articles while working on an email.

  Feature details

  The legacy web client allows agents working on emails to search for knowledge articles and insert them into the email without losing context. This feature brings this capability into the Unified Interface client. While working on an email, an

  agent can search and select a knowledge article to include in the email.

  Box 3: No

  Use the rich text editor to create knowledge articles, format your content, or embed videos and images.

  Reference: https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/service/dynamics365-customer-service/search-knowledge-content-external-sources https://docs.microsoft.com/en-us/dynamics365-release-plan/2020wave2/service/dynamics365-customer-service/insert-knowledge-articles-into-email https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article?tabs=customerserviceadmincenter

• Question 3:

  HOTSPOT

  You are evaluating activity records in Dynamics 365 Sales.

  For each of the following statements, select Yes if the statement is true. Otherwise, select No.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Yes

  What fields can be synchronized with Outlook?

  You can set synchronization for the entities listed in the following tables.

  Entity: Phone Call

  

  Box 2: Yes

  In Dynamics 365 for Customer Engagement, you can create custom activities to support the communication needs of a business such as instant messaging (IM) and Short Message Service (SMS). To create a custom activity in Customer

  Engagement, create a custom entity, and specify it as an activity entity using the EntityMetadata.IsActivity property.

  Box 3: Yes

  The timeline helps app users see all activity history. The timeline control is used to capture activities like notes, appointments, emails, phone calls, and tasks to ensure that all interactions with the related table are tracked and visible over time.

  Use the timeline to quickly catch up on all of the latest activity details.

  Reference: https://docs.microsoft.com/en-us/power-platform/admin/what-fields-synchronized-outlook

  https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/custom-activities?view=op-9-1

  https://docs.microsoft.com/en-us/power-apps/maker/model-driven-apps/set-up-timeline-control

• Question 4:

  HOTSPOT

  An online drone retailer uses Dynamics 365 Customer Service. The company uses Customer Service Hub and cases to manage their product warranty and return policies.

  Customers that purchase a one-year extended warranty for a drone can exchange it twice for another model. To qualify, an exchange must occur within 30 days, on the condition that the drone has less than 100 hours of flight.

  You need to configure the system.

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

  Hot Area:

  

  Correct Answer:

  

  Box 1: Number of cases

  Allocation Type: Choose whether the entitlement is for number of hours or number of cases.

  Note: Customers that purchase a one-year extended warranty for a drone can exchange it twice for another model. To qualify, an exchange must occur within 30 days, on the condition that the drone has less than 100 hours of flight.

  Box 2: Purchase date + 360

  End Date: Choose the date after which the customer will no longer be entitled for support.

  Box 3: 2

  Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type. For example, if the allocation type is number of cases and you specify 100 in Total Term, the customer is entitled to support up to

  100 cases.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer?tabs=customerserviceadmincenter

• Question 5:

  HOTSPOT

  You are creating segments in 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.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Yes

  Segments let you create groups of related contacts that you can target with customer journeys. Segments are created using the segment designer. One way to build segments is by querying across related entities including contacts, leads,

  accounts, events, marketing lists, and more.

  Note: Dynamic segments are set up by using logical expressions, such as "all contacts from New York" or "all contacts who like The Mets." Membership in dynamic segments changes constantly to reflect new or removed contacts and

  updated contact information. Both demographic and firmographic segments are examples of dynamic segments.

  Box 2: No

  Static segments establish a static list of contacts who are selected on a per-contact basis rather than created logically based on field values. Marketers and salespeople might create and populate a static list based on private knowledge or

  offline interactions.

  Static segment: Creates a segment where you manually select each member rather than creating a logical query that automatically adds them.

  Box 3: No

  Segment type, not scope decides:

  Create and go live with a new segment

  Read this section to get a basic overview of how to create a segment and start it running so you can see its members and use it to target a customer journey.

  Go to Marketing >Customers > Segments to open a list of current segments.

  Select New to start creating your new segment, and select the type of segment you would like to create: Dynamic segment: Creates a dynamic segment that can query contact records and interaction records, as well as include, intersect, or exclude contacts in existing segments. While querying contact records, you can add relations as needed to create a more complex query. Static segment: Creates a segment where you manually select each member rather than creating a logical query that automatically adds them.

  Etc.

  Reference: https://learn.microsoft.com/en-us/dynamics365/marketing/segmentation-lists-subscriptionshttps://learn.microsoft.com/en-us/dynamics365/marketing/segmentation-lists-subscriptions

• Question 6:

  HOTSPOT

  For each of the following statements, select Yes if the statement is true. Otherwise, select No.

  Hot Area:

  

  Correct Answer:

  

  Box 1: No On the command bar, select Qualify. Depending the lead qualification experience chosen by your administrator, you'll either see a prompt for creating the contact, lead, and opportunity records or you'll see a Processing message and the records will be automatically created.

  

  Box 2: No

  What happens when duplicates are found while qualifying leads?

  When qualifying a lead, if a duplicate account or contact is detected while creating new records, a duplicate warning is shown to you. Depending on whether your system administrator has enabled the improved duplicate detection and merge

  experience, you will see the options to resolve duplicates.

  Box 3: No

  What happens to notes and attachments when leads are qualified?

  When salespeople work on a lead, they use notes to store key information on the things they have researched about the lead. This could be information like new contacts at the site, current value of the contract, vendor information and so on.

  When a lead is qualified, these notes are displayed in the Opportunity record so that the information is not lost.

  Reference: https://docs.microsoft.com/en-us/dynamics365/sales/qualify-lead-convert-opportunity-sales https://docs.microsoft.com/en-us/dynamics365/sales/qualify-lead-convert-opportunity-sales#what-happens-when-duplicates-are-found-while-qualifying-leads

• Question 7:

  HOTSPOT

  For each of the following statements, select Yes if the statement is true. Otherwise, select No.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Yes

  All journeys start with the participants:

  Select Set audience (or, alternatively, select +). The Audience properties pane will appear on the right side of the page. Leave the default settings there (for example, Segment selected as the audience source type). Select the segment that

  you want to target with your campaign in the segment lookup field.

  Box 2: No

  Customer journeys can only target contacts, not accounts or leads, so be sure to create contact records for everyone you want to include in your customer journeys, and then associate each of them with any relevant accounts or leads.

  Box 3: Yes

  Customer journey audience receive email form submitted

  Reference: https://docs.microsoft.com/en-us/dynamics365/marketing/manage-customer-information

• Question 8:

  HOTSPOT

  A company uses Dynamics 365 Sales.

  For each of the following statements, select Yes if the statement is true. Otherwise, select No.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: Yes Create a discount list Motivate customers to buy more by offering them discounts on bulk purchases. To offer discounts, you need to set up a discount list.

  1.

  Make sure that you have the Manager, Vice President, CEO-Business Manager, System Administrator, or System Customizer security role or equivalent permissions.

  2.

  In the Sales Hub app, select the Change area icon Icon to change the work area. in the lower-left corner and then select App Settings.

  

  3. Under Product Catalog, select Discount Lists. 4. Etc.

  Box 2: No

  A product family lets you group and categorize products, making it easier for you to manage them.

  With product families, you can:

  Categorize your products in whichever way is most meaningful to your organization.

  Create as many levels of product families as you want by creating a family within a family.

  Box 3: Yes

  With product families, you can:

  Create child products and product bundles within a product family. (Product bundles allow you to sell multiple items together.)

  Reference: https://learn.microsoft.com/en-us/dynamics365/sales/set-up-discount-list https://learn.microsoft.com/en-us/dynamics365/sales/create-product-family

• Question 9:

  HOTSPOT

  For each of the following statements, select Yes if the statement is true. Otherwise, select No.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Box 1: No

  A stakeholder can be a decision maker or any person who's working with you on the opportunity from the customer's end, such as a champion, end user, economic buyer, influencer, or technical buyer.

  Box 2: Yes

  Dynamics 365 Sales uses the Opportunity Sales Access Team template to provide access to the opportunity record to all the users connected under the Sales team connection role category. A salesperson who might not have access to a

  given opportunity record by their assigned security role privileges can still get access when added as a sales team member from this subgrid. This allows the sales team member users to access and work with the opportunity record in

  Dynamics 365 on a per-record basis. Similarly, when an existing sales team member is deleted from the subgrid, the access to the opportunity record granted via the access team template is also removed.

  Box 3: Yes

  The Stakeholders subgrid uses connections to associate contact records as stakeholders with the opportunity.

  Reference:

  https://learn.microsoft.com/en-us/dynamics365/sales/add-stakeholder

  https://learn.microsoft.com/en-us/dynamics365/sales/stakeholders-sales-team-members

• Question 10:

  HOTSPOT

  For each of the following statements, select Yes if the statement is true. Otherwise, select No.

  NOTE: Each correct selection is worth one point.

  Hot Area:

  

  Correct Answer:

  

  Reference: https://docs.microsoft.com/en-us/dynamics365/project-operations/pro/sales/contracts-key-concepts-sales

  https://docs.microsoft.com/en-us/dynamics365/project-operations/sales/invoice-schedules-contract-line