MB-910 flashcards
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32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- Dataverse
- The cloud data service that stores tables, columns, and relationships for Dynamics 365 customer engagement apps. It provides security, business rules, and a common data foundation shared across apps.
- Customer engagement apps
- A family of Dynamics 365 apps built on Dataverse, including Sales, Customer Service, Field Service, Customer Insights, and Project Operations. They share data, security, and extensibility through Power Platform.
- Dynamics 365 Sales
- The customer engagement app that manages leads, opportunities, quotes, orders, and invoices. It supports pipeline management, business process flows, and AI-based scoring to help sellers prioritize work.
- Dynamics 365 Customer Service
- The app for managing customer cases through queues, routing, entitlements, knowledge articles, and service-level agreements. Agents work in the Customer Service workspace or Omnichannel app.
- Dynamics 365 Field Service
- The app for on-site service delivery, covering work orders, scheduling and dispatch on the schedule board, resource bookings, and inspections. Technicians use a dedicated mobile app.
- Customer Insights – Data
- The capability that ingests and unifies customer data from multiple sources into enriched profiles. It provides segmentation inputs and a unified customer view for other apps and analytics.
- Customer Insights – Journeys
- The marketing capability for building segments, real-time triggers, and multi-step customer journeys across email and text. It includes consent management and preference centers.
- Dynamics 365 Project Operations
- The app connecting project sales, resourcing, delivery, and billing. It gives project-based organizations visibility into pipeline, utilization, and profitability, and can integrate with Finance.
- Licensing by app
- Access to customer engagement apps depends on the licenses and security roles assigned to a user. A user sees only the apps and data their license and roles permit.
- Table and column
- In Dataverse, a table (entity) stores records of one type, such as Account, and a column (field) stores one attribute. Relationships link tables together.
- Business unit
- A security boundary in Dataverse that groups users and controls ownership of records. Business units form a hierarchy that determines which records users can see by default.
- Security role
- A set of privileges granting create, read, write, delete, and share access to tables. Roles are assigned to users or teams and combined with business units to control record access.
- Business process flow
- A guided sequence of stages with required fields that walks users through a process such as lead to opportunity. It helps enforce consistent steps and data entry.
- Power Automate flow
- A cloud automation that triggers on events such as record creation and performs actions across Dynamics 365 and other services. It replaces many classic background workflows.
- Lead scoring
- A Sales capability that ranks leads by likelihood to convert using rules or AI models. Sellers use scores to prioritize outreach and focus effort on the best opportunities.
- Product catalog
- The Sales configuration of products, price lists, and discount lists used to build quotes, orders, and invoices. It ensures consistent pricing across the opportunity-to-cash process.
- Queues and routing
- Customer Service features that hold incoming cases and route them to the right agents or teams. Routing rules use attributes such as priority, topic, or territory.
- Entitlements and SLAs
- Customer Service controls that define what support a customer is entitled to and the response or resolution targets. SLAs track KPIs and warn agents as targets approach.
- Knowledge articles
- Documents in Customer Service that capture solutions and guidance for agents and customers. They support search, versioning, and self-service so issues resolve faster.
- Work order
- A Field Service record describing a job to be performed at a customer location. It holds tasks, products, services, and requirements used for scheduling.
- Schedule board
- The Field Service view where dispatchers match unscheduled work orders to available technicians. It shows resource availability, travel time, and bookings for optimization.
- Segments and journeys
- Customer Insights – Journeys building blocks: a segment selects a group of profiles, and a journey defines the steps and messages sent to that group over time.
- Auditing
- A Dataverse feature that records changes to records and user activity for compliance and troubleshooting. Administrators configure which tables and columns are audited.
- Single customer view
- The business outcome of unifying customer data in Dataverse, where sales, service, and marketing see the same accounts, contacts, and interactions. It reduces duplicates and inconsistent service.
- Shorter sales cycles
- A business value of Dynamics 365 Sales achieved through guided processes, pipeline visibility, and AI scoring. Sellers focus on the best opportunities and move deals forward faster.
- Faster case resolution
- A Customer Service value driven by routing, knowledge, SLAs, and agent-assist features. Faster resolution lowers cost per case and improves customer satisfaction scores.
- Optimized scheduling
- A Field Service value where matching work to the nearest skilled technician reduces travel time and raises first-time-fix rates. It improves utilization and customer experience.
- Personalized marketing
- A Customer Insights value where unified profiles and consent-aware journeys deliver relevant messages. Personalization improves engagement, conversion, and marketing return on investment.
- Project profitability
- A Project Operations value from connecting pipeline, resourcing, delivery, and billing. Organizations see margins and utilization earlier and can correct unprofitable projects.
- Tool sprawl reduction
- A value of integrating Dynamics 365 with Microsoft 365 and Power Platform. Shared identity, data, and interfaces reduce duplicate tools and lower training and administration effort.
- Copilot assistance
- AI features in customer engagement apps that summarize records, draft messages, and surface insights. They reduce manual work and help users decide faster within governance controls.
- Cloud scalability
- A value of cloud-delivered Dynamics 365 where capacity scales with demand and infrastructure management shifts to Microsoft. Organizations avoid large upfront hardware costs.