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Microsoft MB-910 Exam Dumps Questions and Answers

Exam Code: MB-910
Vendor: Microsoft
Last Update: Dec 14, 2024
Questions: 159 With Expert Explanation
10  Customers Passed Microsoft MB-910
85%  Average Success In Real Exam
87%  Questions came word by word from this dump
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Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) exam requires you to make sure a clear, profound and accurate understanding of the subjects covered in the exam syllabus. The most important thing to pass this exam is to access a study material that provides you exam-oriented, simplified and authentic information that is primary requirement of Microsoft Exam MB-910.

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Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) Questions and Answers

Questions 1

A company uses Dynamics 365 Customer Service.

You need to recommend solutions to help the company meet the following business requirements:

Detect and diagnose equipment problems before customers are aware of an issue. Create cases from social channels and SMS text messages.

Use context-specific knowledge articles to solve customer issues quickly.

What should you recommend?

To answer, drag the appropriate solutions to the correct requirements. Each solution 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.

Options:

Questions 2

A company is using Dynamics 365 Customer Service for case management.

The company must use entitlements to enforce limitations on customer ticket creation.

You need to design the entitlement terms.

Which two metrics should you use? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options:

A.

Number of hours

B.

Number of cases

C.

Initial response time

D.

Hours of service

Questions 3

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?

Options:

A.

Service level agreements

B.

Customer Service Insights

C.

Power Automate to transfer cases

D.

Knowledge base management