Microsoft Dynamics 365 (AB-210) Exam Questions 2026
Microsoft Dynamics 365 (AB-210) Exam Questions 2026
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Question 1:
An administrator configures the Predictive Opportunity Scoring model to evaluate opportunities across all territories in the organisation. Which setting in the POS configuration ensures global rather than territory-limited scoring coverage?
A. In the POS configuration within Sales Insights settings, the administrator verifies that no territory or team filter is applied to the model scope, ensuring the scoring engine evaluates all qualifying open opportunity records across the organisation.
B. The administrator must configure one POS model per sales territory, as POS models train on territory-specific data and a single global model cannot score opportunities accurately across different geographic regions.
C. Global scoring requires setting the POS model to organisation scope in the Dataverse security settings, as models default to business-unit-level visibility and must be explicitly promoted to organisation scope.
D. The administrator must assign the Predictive Opportunity Scoring feature licence to each seller individually in the Microsoft 365 admin centre before the model can score that seller‘s opportunities in the system.
Answer: A
Explanation:
A. (Correct): In the Predictive Opportunity Scoring configuration settings, the model scope is determined by the filters applied. By verifying that no specific territory or team filters are applied, the model considers the entire dataset of open opportunities, ensuring the scope is global (organizational) rather than restricted to a specific subset.
B (Incorrect): This is a misconception regarding POS functionality. You do not need to create one model per territory. A single POS model can effectively evaluate opportunities across the entire organization. While the model learns from historical data, it is capable of processing and scoring across different geographic regions within one configuration.
C (Incorrect): This describes Dataverse security roles and business unit visibility, which are not the mechanisms for configuring the scope of a Predictive Opportunity Scoring model. POS scope is controlled within the Sales Insights settings area, not by "promoting" models through Dataverse security settings.
D (Incorrect): While license management is necessary for users to access Dynamics 365, assigning specific features to individual sellers in the Microsoft 365 admin center is not the configuration step required to ensure a model covers the entire organization. The model scope is a system-level configuration, not a per-user licensing task.
Question 2:
What admin action is required in Dynamics 365 Sales before sellers can receive AI-generated Copilot opportunity summaries on the opportunity record form in the Sales Hub?
A. The administrator must enable the Conversation Intelligence feature with call recording turned on, as Copilot opportunity summaries are generated from call transcript data and require active call recording to function.
B. The administrator must enable the Copilot feature in the Sales Hub admin settings and ensure sellers have an appropriate Copilot-enabled licence or Dynamics 365 Sales plan that includes Copilot capabilities.
C. The administrator must configure a custom Copilot topic in Copilot Studio that reads opportunity fields and generates a summary, which the administrator then publishes and connects to the Sales Hub opportunity form.
D. The administrator must build a Power Automate flow using the AI Builder text generation action to create summaries from opportunity fields and write the output to a custom rich text field displayed on the form.
Answer: B
Explanation:
B (Correct): To make Copilot features—including opportunity summaries—available to users, an administrator must navigate to the Sales Insights settings (or the dedicated Copilot configuration area) within the Dynamics 365 Sales app to enable the Copilot feature. Additionally, users must be assigned a license or security role that grants access to these Copilot capabilities.
A (Incorrect): While Conversation Intelligence provides call summaries, it is a distinct feature from Copilot opportunity summaries. Copilot opportunity summaries pull data directly from the opportunity record (such as status, activities, and key fields), not exclusively from call recordings or transcripts.
C (Incorrect): While Copilot Studio is used for building custom copilots or extending them, it is not a required administrative action to enable the standard, out-of-the-box opportunity summary functionality within the Sales Hub. Microsoft provides this as a native capability once enabled in settings.
D (Incorrect): Although AI Builder and Power Automate can be used to build custom automation, using them to create a "custom rich text field" is an inefficient and non-standard approach. The requirement for the exam is to recognize the native configuration path provided by Microsoft, rather than building custom solutions.
Question 3:
After a customer call, Copilot in Dynamics 365 Sales generates a follow-up email draft that does not reflect the call content. What is the most likely cause?
A. The seller‘s email draft feature is disabled in their personal Copilot settings, and the seller must navigate to their user preferences panel to enable the post-call email draft feature for their account.
B. Copilot generates email drafts from the opportunity‘s estimated revenue and close date fields only, and does not incorporate call content or meeting summaries into its email composition regardless of what was tracked.
C. The call summary from Conversation Intelligence may not have been tracked and saved against the opportunity record in Dynamics 365 Sales.
D. The call was conducted through a third-party dialler not connected to Dynamics 365 Sales, and Copilot is deliberately designed to exclude third-party tool data from email draft generation to avoid inaccuracy.
Answer: C
Explanation:
C (Correct): Copilot’s ability to generate contextual follow-up emails—specifically those that incorporate details from a call—relies on the Conversation Intelligence integration. For Copilot to synthesize call content into an email draft, the call summary and its insights must be successfully generated, tracked, and linked to the corresponding opportunity record within Dynamics 365. If this link is missing, Copilot lacks the necessary data to personalize the draft.
A (Incorrect): While individual user settings exist, Copilot email draft generation is typically managed at the organizational level by administrators. There is no "personal Copilot setting" for a seller to toggle that would explain a failure to synthesize call-specific content while other features remain functional.
B (Incorrect): This is factually incorrect regarding Copilot's design. The primary value of Copilot in Dynamics 365 Sales is its ability to synthesize data from multiple sources, including the opportunity record, past activities, and Conversation Intelligence call summaries, to create relevant content. It is not limited to simple field values like revenue or close date.
D (Incorrect): While third-party dialer integration requires configuration, the premise that Copilot is "deliberately designed to exclude" such data is false. Dynamics 365 is designed to integrate with various telephony providers via the Dynamics 365 Channel Integration Framework (CIF) or certified connectors. If a third-party dialer is correctly integrated and the data is flowing into the system, Copilot is capable of utilizing that information.
Question 4:
A seller opens the Who Knows Whom panel for a target prospect contact and sees two colleagues listed with strong connection scores. The seller wants to improve the chances of getting a positive introduction. What should the seller do?
A. The seller should request that the administrator increase the Who Knows Whom connection threshold score so that only colleagues with the very strongest connections appear in the panel before making any introduction request.
B. The seller should check whether the listed colleagues have agreed to participate in the company‘s introduction programme before contacting them, as using Who Knows Whom results without consent may violate the organisation‘s data sharing policy.
C. The seller should send both listed colleagues a standardised introduction request template at the same time to maximise the chances of at least one colleague responding and facilitating the first contact with the prospect.
D. The seller should evaluate which listed colleague has the best existing relationship with the seller personally, has the most credibility with the prospect, and is most available, then reach out to that individual colleague with a specific personalised introduction request.
Answer: D
Explanation:
D (Correct): Who Knows Whom is designed to leverage internal relationships to facilitate warm introductions. Since these features rely on human interaction, the best practice for a seller is to exercise professional judgment. Evaluating which colleague has the strongest, most credible relationship with the prospect and is most likely to be helpful ensures a higher quality, more effective introduction request, which is a core concept of the relationship intelligence features in Dynamics 365 Sales.
A (Incorrect): Adjusting system-level connection thresholds is an administrative configuration task meant to tune the relevance of the insights generated, not a task for a seller to perform to improve the success rate of a specific introduction request.
B (Incorrect): While organizations may have internal policies, this is not a functional requirement or a standard feature of the Who Knows Whom tool within Dynamics 365 Sales. The system is designed to identify connections based on email and meeting data; it does not have a native "opt-in/opt-out" module that requires the seller to verify participation status within the tool.
C (Incorrect): Sending standardized requests to all colleagues at once is considered a "spray and pray" approach. This is discouraged because it lacks personalization, can lead to internal confusion or duplication of efforts, and diminishes the professionalism required for high-value prospect introductions.
Question 5:
A sales manager reviews Conversation Intelligence and notices that a seller‘s stage-level talk time during closing-stage calls is significantly higher than during discovery-stage calls. What does this pattern suggest for coaching?
A. The pattern indicates Conversation Intelligence is misclassifying closing-stage calls as discovery calls, and the administrator should reconfigure the call stage detection logic in the Sales Insights settings.
B. Higher closing-stage talk time means customers are disengaged and struggling to engage with the seller‘s presentation, indicating the seller should immediately shift focus toward closing techniques and objection-handling to recover control of the conversation.
C. The elevated talk time during closing-stage calls compared to discovery may suggest the seller is presenting features and handling objections extensively rather than listening for buying signals, indicating a coaching opportunity to redirect the seller toward listening-led closing conversations.
D. Higher talk time in closing-stage calls is an expected and positive pattern, as sellers should dominate the conversation during the close phase to maintain momentum and guide the customer toward a decision.
Answer: C
Explanation:
C (Correct): Conversation Intelligence metrics, such as "talk-to-listen" ratios, are used by managers to identify behavioral patterns. A significantly higher talk time during closing stages suggests the seller may be reverting to a "pitching" or "defensive" mode—focusing heavily on explaining features or countering objections—rather than engaging in a collaborative, listening-led dialogue. This is a classic coaching opportunity to help the seller focus on uncovering final concerns and confirming buying signals rather than dominating the airtime.
A (Incorrect): While administrators configure Conversation Intelligence settings, assuming a system misclassification without evidence is incorrect. The goal of the tool is to provide data that reveals actual human behavior; the first step is to analyze the coaching insight rather than immediately questioning the system's logic.
B (Incorrect): This misinterprets the data. Higher talk time does not automatically mean a customer is disengaged; it specifically means the seller is speaking more. Furthermore, the advice to "immediately shift focus toward closing techniques" is often counterproductive, as effective closing usually requires more active listening than the initial pitch.
D (Incorrect): This contradicts the core philosophy of modern sales training featured in Dynamics 365 Sales. Effective selling—especially in the closing phase—is characterized by balanced interaction. Sellers should not "dominate" the conversation; instead, they should facilitate the customer's final decision-making process, which requires active listening.
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Question 6:
A seller is composing a reply to a customer email in the Dynamics 365 Sales Hub and wants Copilot to generate a suggested draft based on the email thread context. Which prerequisite must be in place for this feature to function?
A. Copilot must be enabled in the Sales Hub admin settings and the seller must have an appropriate Copilot-enabled licence or plan, after which the email draft suggestion feature appears in the email compose pane within the Sales Hub.
B. The Sales Accelerator must have an active email sequence step assigned to the linked opportunity, and the system automatically generates a reply draft based on that step‘s configured email template when the seller opens the email compose window in the Sales Hub.
C. An administrator must build a custom Power Automate flow using the AI Builder prompt action to generate email drafts and inject the result into the Dynamics 365 Sales email compose field via a plugin.
D. Conversation Intelligence must be enabled with auto-capture turned on, which pipes email content through the intelligence pipeline to produce draft responses visible in the Sales Accelerator email activity view.
Answer: A
Explanation:
A (Correct): For Copilot to assist in composing email replies, the feature must be enabled at the organizational level within the Sales Hub admin settings (typically under Sales Insights or Copilot configurations). Furthermore, because these are premium AI features, the individual seller must be assigned the necessary license or plan that grants access to Copilot capabilities. Once these prerequisites are met, the Copilot interface becomes available within the email compose pane.
B (Incorrect): While the Sales Accelerator is a powerful tool for managing sequences and activities, it is not a prerequisite for generating Copilot email drafts. Copilot is a native feature that operates independently of sequence steps or specific email templates.
C (Incorrect): This approach describes a custom-coded solution using Power Automate and AI Builder. Dynamics 365 Sales provides out-of-the-box Copilot functionality for email drafting; building a custom flow for this purpose is unnecessary and contradicts the standard configuration path for the exam.
D (Incorrect): Conversation Intelligence and auto-capture are designed to track and analyze activities, but they are not the prerequisite mechanism for triggering Copilot's generative AI email drafting features. Copilot generates drafts based on record context and the existing email thread, not via the Conversation Intelligence pipeline.
Question 7:
Calls where the seller‘s talk time exceeds 65 per cent of the call duration need to be flagged automatically as coaching alerts. Which Conversation Intelligence setting is used to configure this threshold?
A. Talk-to-listen ratio alerts are pre-configured by Microsoft to flag any call where the seller speaks more than 60 per cent of the duration, with the threshold set at the platform level for all deployments.
B. Talk-to-listen ratio coaching thresholds are configured in the Conversation Intelligence settings within Sales Insights, where the manager or administrator sets the target ratio and any deviation from the configured benchmark triggers a coaching flag for that recording.
C. Talk-to-listen ratio thresholds are set on each individual seller‘s user record in the system settings, where the manager enters the percentage target that the seller is expected to maintain during all recorded calls.
D. Talk-to-listen ratio alerts require a custom Power Automate flow that reads the metric from each processed recording and sends the manager a Teams notification when the configured threshold is exceeded.
Answer: B
Explanation:
B (Correct): Conversation Intelligence within Sales Insights allows administrators and managers to configure specific coaching benchmarks, including the talk-to-listen ratio. By setting these thresholds in the system configuration, the platform automatically evaluates call recordings and triggers coaching alerts when a seller's performance deviates from the established benchmark (e.g., exceeding a specific talk-time percentage).
A (Incorrect): While Microsoft provides default insights, these thresholds are not hard-coded to a single global value at the platform level for all deployments. The power of Conversation Intelligence lies in its configurability to match the unique sales culture and needs of each organization.
C (Incorrect): Thresholds for coaching metrics are configured at the organization or team level within Sales Insights settings, not on individual user records. Managing these metrics on a per-user basis would be an unscalable administrative burden.
D (Incorrect): While Power Automate is a versatile tool for extending Dynamics 365 functionality, it is not the standard or required method for configuring native Conversation Intelligence coaching alerts. Relying on custom flows for out-of-the-box features is generally incorrect for the MB-210 exam, which prioritizes understanding native system configuration.
Question 8:
To ensure the system correctly applies volume discounts when a seller adds ten units of a product that qualifies for a tiered pricing reduction. Which entity association is required for this to work?
A. The discount list must be manually applied to each individual quote line item by the seller, who selects it from a lookup field on the line item record after the product and quantity have been entered on the quote.
B. The discount list must be associated directly with the product record in the Dynamics 365 Sales product catalogue, and the system automatically applies the configured volume discount to any quote or order line item that reaches the qualifying quantity threshold.
C. The discount list must be associated with the sales territory, and the system applies the volume discount to all quotes raised by sellers in the configured territory regardless of the price list or product selected.
D. A discount list configured with the qualifying volume tiers must be associated with the relevant price list item in the product catalogue, so when the price list is selected on the quote and the qualifying quantity is reached, the discount applies automatically.
Answer: D
Explanation:
D (Correct): In Dynamics 365 Sales, discount lists are not standalone entities that function globally. To enable automatic tiered volume discounts, the discount list must be associated with the specific price list item within the product catalog. When a seller selects the relevant price list on a quote, the system checks the price list items (which link products to the price list); if a discount list is attached to that price list item, the system then evaluates the quantity entered on the quote line item to apply the corresponding discount tier.
A (Incorrect): While sellers can manually apply discounts, the question asks how to ensure the system correctly applies them (implying automation). Requiring a manual lookup for every line item is prone to human error and ignores the automated tiered-pricing configuration features built into the product catalog.
B (Incorrect): You cannot associate a discount list directly to a product record itself to trigger automatic tiered pricing. Products are independent of pricing; pricing (and associated discounts) is defined by the relationship between the product and the price list (i.e., the Price List Item).
C (Incorrect): Discount lists are not associated with sales territories. Sales territories are primarily used for organizing account ownership, forecasting, and assigning records, not for governing pricing structures or discount logic.
Question 9:
Four component products make up a bundle in Dynamics 365 Sales. The administrator wants sellers to be able to adjust the quantity of one optional accessory component but not the three core product components. How is this configured?
A. The administrator creates two separate bundles - one for the locked core components and one for the optional accessory - and sellers add both bundles to the quote for the desired configuration.
B. The three core component products are set as Required and non-editable within the bundle configuration, while the optional accessory component is set as optional and editable, allowing sellers to adjust only that one component‘s quantity on the quote.
C. The administrator configures a discount list with volume tiers for the accessory component, which signals to the system that this product‘s quantity is adjustable while all other components without discount lists remain fixed.
D. The administrator creates a business rule on the Quote Product entity that locks the quantity field for the three non-editable core components when the bundle is added to a quote, while leaving the accessory component‘s quantity field unlocked so sellers can adjust only that item.
Answer: B
Explanation:
B (Correct): Within the bundle configuration in Dynamics 365 Sales, you can define the properties of individual bundle products. Setting the three core products as Required and Non-editable ensures they are fixed, while setting the accessory component as Optional and Editable allows the seller to modify the quantity of that specific item directly when adding the bundle to a quote.
A (Incorrect): Creating two separate bundles is an inefficient workaround that does not utilize the native product hierarchy capabilities of Dynamics 365 Sales. Bundles are intended to group products together as a single unit, and this approach breaks that structure.
C (Incorrect): Discount lists are used to define pricing tiers based on quantity; they do not dictate whether a user has the permission to modify the quantity field itself. Associating a discount list does not change the editability of the quantity field.
D (Incorrect): While business rules can control field behavior, they are not the correct configuration method for managing product bundle components. Bundle component properties (Required/Optional and Editable/Non-editable) are native settings within the bundle structure itself and should not be managed via custom business rules.
Question 10:
Which Dynamics 365 Sales feature allows a seller to quickly view the dates of their most recent email, most recent call, and most recent meeting with a specific customer contact directly on the contact record?
A. The Microsoft 365 profile card for the contact shows the last email date in the Exchange sidebar alongside the contact‘s profile, title, and organisational reporting line.
B. The Relationship Intelligence interaction summary displayed on the contact record shows the seller‘s most recent interaction dates for emails, calls, and meetings, giving a quick view of how recently the seller has engaged each contact.
C. The Sales Accelerator work queue shows the seller‘s next scheduled activity for each contact in their assigned sequence and the recommended action step for each record.
D. The Conversation Intelligence panel on the contact record displays the most recent call recording date and links to call transcripts and summaries for the contact‘s recorded interactions.
Answer: B
Explanation:
B (Correct): The Relationship Intelligence (or Relationship Insights) features provide an Interaction Summary directly on the record (often viewed via the Relationship Health or Assistant widgets). This widget is specifically designed to provide a "snapshot" of engagement, surfacing the dates of the most recent email, phone call, and meeting. This allows sellers to quickly assess the health of the relationship and determine how much time has passed since their last meaningful touchpoint.
A (Incorrect): While the Microsoft 365 profile card (the card that appears when you hover over a user's name) provides contact information, organizational structure, and presence status, it is a general Office 365 feature. It is not the Dynamics 365 Sales-specific widget designed to summarize customer engagement history (emails, calls, and meetings) for relationship tracking purposes.
C (Incorrect): The Sales Accelerator is a guided selling tool focused on the future. Its "work queue" displays the next steps in a sequence or the upcoming scheduled actions. It is designed to tell the seller what to do next, not to provide a summary of the historical dates of past interactions.
D (Incorrect): Conversation Intelligence is a specialized feature focused specifically on call recordings, transcripts, and sentiment analysis. While it provides detailed insights into calls, it does not provide the aggregated summary of the most recent email or meeting dates across the entire customer record.
For a full set of 800 questions. Go to
https://skillcertpro.com/product/microsoft-dynamics-365-ab-210-exam-questions/
SkillCertPro offers detailed explanations to each question which helps to understand the concepts better.
It is recommended to score above 85% in SkillCertPro exams before attempting a real exam.
SkillCertPro updates exam questions every 2 weeks.
You will get life time access and life time free updates
SkillCertPro assures 100% pass guarantee in first attempt.