Microsoft MB-910 - Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) Certification Exam
Question #1 (Topic: demo questions)
Your company uses Dynamics 365 Sales. You need to prepare and send a quote to a customer. What are two possible ways to achieve the goal? NOTE: Each correct selection is worth one point.
Correct Answer: B, C
Explanation:
In Dynamics 365 Sales, preparing and sending a quote to a customer can be done using built-in document generation and export options:
In Dynamics 365 Sales, preparing and sending a quote to a customer can be done using built-in document generation and export options:- B. Generate a document by using a Microsoft Word template
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Word templates allow users to create professional, branded quote documents directly from Dynamics 365 data.
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This is commonly used for customizing and sending quotes to customers in a structured format.
- C. Export the quote as a PDF file
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PDF export is a standard way to share finalized quotes with customers.
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It ensures the document is secure, readable, and maintains formatting across devices.
Why others are incorrect:- A. Close the quote
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This is used after the quote process is completed, not for preparing or sending it.
- D. Create an order
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This happens after the customer accepts the quote, not during preparation.
Question #2 (Topic: demo questions)
Which standard record type is used to create the forecast?
Correct Answer: D
Explanation:
In Dynamics 365 Sales, the standard record type used for forecasting is the Opportunity.
In Dynamics 365 Sales, the standard record type used for forecasting is the Opportunity.-
Forecasts are built directly from opportunities, which represent potential revenue.
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Sales teams use opportunity data (amount, close date, probability, etc.) to generate pipeline forecasts.
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The forecasting module aggregates opportunity values to predict future sales performance.
Why others are incorrect:- A. Account → Represents customers/companies, not sales pipeline data.
- B. Lead → Early-stage prospect; not used directly in forecasting.
- C. Quote → Represents a priced offer, but forecasting is not based on quotes.
- D. Opportunity → Correct because it is the core entity for pipeline and forecast generation.
Question #3 (Topic: demo questions)
A potential customer delays their decision to commit to a big multi-year contract. You want to find other colleagues who have interacted with the potential customer to discuss strategies. Which app should you recommend?
Correct Answer: D
Explanation:
In Dynamics 365 Sales, Sales Insights helps sales teams understand customer relationships and engagement history across the organization. In this scenario, when a potential customer delays a decision on a large multi-year contract, Sales Insights can help identify other colleagues who have previously interacted with the customer. This allows the sales team to collaborate internally, gather context, and refine their engagement strategy.
In Dynamics 365 Sales, Sales Insights helps sales teams understand customer relationships and engagement history across the organization. In this scenario, when a potential customer delays a decision on a large multi-year contract, Sales Insights can help identify other colleagues who have previously interacted with the customer. This allows the sales team to collaborate internally, gather context, and refine their engagement strategy.
Sales Insights provides features like relationship analytics and relationship intelligence, which surface communication history and connected contacts, making it easier to find the right internal stakeholders to support the deal.
Why the others are incorrect:- A. Customer Service Insights → Focused on service case analytics, not sales collaboration.
- B. Market Insights → Used for marketing campaign intelligence, not internal interaction tracking.
- C. Power Virtual Agents → Used for building chatbots, not analyzing customer interaction history.
Question #4 (Topic: demo questions)
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? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Correct Answer: A, D, E
Explanation:
Question #5 (Topic: demo questions)
Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Correct Answer: A, D
Explanation:
Dynamics 365 Marketing (now part of Dynamics 365 Customer Insights – Journeys) includes built-in tools to support customer engagement and event-driven marketing activities.