Practice optimising AI-driven seller workflows in Dynamics 365 Sales. Questions cover Sales accelerator, predictive intelligence, forecasting, goals, and Copilot capabilities.
10 questions covering this official AB-210 domain.
Q01 - Question
A sales director adds Prediction to an existing revenue forecast. Sellers adjust their manual forecast columns daily and expect the predicted value to change immediately. Which statement should you give the director about how the predicted value behaves?
Domain: Optimize AI-driven sales (20–25%) Type: Single choice
- A. The prediction is derived from the manual forecast columns and updates whenever a seller edits them.
- B. The prediction is calculated from historical closed opportunities and the current open pipeline, and it recalculates every seven days.
- C. The prediction replaces closed-won revenue with a single estimated total for the forecast period.
- D. The prediction is recalculated only when an administrator activates a new forecast configuration.
B is correct.
Explanation: Predictive forecasting uses historical performance and the current open pipeline separately from manual forecast columns, and the values recalculate every seven days, so same-day edits do not change the prediction immediately.
A is incorrect: Manual forecast columns are entered by sellers and are not the input the prediction is based on.
C is incorrect: The prediction shows closed-won, predicted-from-open, predicted-from-new, and total prediction values rather than replacing closed-won revenue.
D is incorrect: Recalculation follows the seven-day cycle and does not depend on activating a new forecast configuration.
Q02 - Question
A sales manager closes several large opportunities on the morning of a quarterly review. The team goal still shows the previous actual value because the scheduled goal calculation has not run yet. What should the manager do to see current results before the review?
Domain: Optimize AI-driven sales (20–25%) Type: Single choice
- A. Change the fiscal year settings so the goal period starts again.
- B. Increase the target value on the parent goal.
- C. Recalculate the goal manually from the goal record.
- D. Create a child goal for the closed opportunities.
C is correct.
Explanation: Goal results are refreshed on a schedule, and you can trigger a recalculation manually from the goal record when you need up-to-date actual and in-progress values immediately.
A is incorrect: Fiscal year settings define the goal time period and changing them does not refresh rollup results.
B is incorrect: The target defines what the goal measures against and has no effect on when actual values are recalculated.
D is incorrect: Child goals roll up to a parent goal, but adding one does not refresh the current values and would double count work already covered by the existing rollup query.
Q03 - Question
You need to select the appropriate AI agent to help a sales team manage a large volume of opportunities. The agent must select matching records, send personalized outreach emails, handle customer replies, and escalate complex objections to a seller. Which agent or feature should you configure?
Domain: Optimize AI-driven sales (20–25%) Type: Single choice
- A. Sales Opportunity Agent
- B. Sales Close Agent
- C. AI Hub
- D. Copilot Studio
B is correct.
Explanation: The Sales Close Agent is the customer-facing agent. It selects matching records, uses templated personalized outreach, handles responses and follow-ups, and escalates complex objections or requests for human assistance.
A is incorrect: The Sales Opportunity Agent combines CRM, email, meeting, and web-research signals to prioritize deals and detect risks. It does not perform autonomous customer outreach.
C is incorrect: AI Hub is the centralized area where you configure the agents and monitor capacity; it is not the agent itself.
D is incorrect: Copilot Studio provides the underlying capacity and environment for agents, but the Sales Close Agent is the specific prebuilt feature that handles customer outreach.
Q04 - Question
Your legal team requires that the Sales Close Agent contacts only customers who consent to outreach and that the agent respects unsubscribe requests. Which part of the Sales Close Agent configuration should you use to meet this requirement?
Domain: Optimize AI-driven sales (20–25%) Type: Single choice
- A. Target-customer segments
- B. Product catalog context
- C. Knowledge sources
- D. Compliance profile
D is correct.
Explanation: The compliance profile is the specific Sales Close Agent configuration that governs contact consent for outreach and respects unsubscribe requests.
A is incorrect: Target-customer segments define the audience the agent attempts to engage, but the compliance profile enforces the consent and unsubscribe rules for those contacts.
B is incorrect: The product catalog context supplies product details for pitches during an engagement; it does not manage consent.
C is incorrect: Knowledge sources provide the agent with content to answer customer questions and do not control outreach consent.
Q05 - Question
A sales manager wants to know how much customer follow-up the Sales Close Agent completes without seller involvement and how often sellers must take over. Which two metrics in the agent insights should you review? Each correct answer presents part of the solution.
Domain: Optimize AI-driven sales (20–25%) Type: Multiple choice
- A. Average attempts to engagement
- B. Autonomous resolution rate
- C. Customer product pitches
- D. Escalation rate
B and D are correct.
Explanation: Sales Close Agent insights provide metrics including the autonomous resolution rate and escalation rate. Together, these metrics indicate the proportion of customer follow-ups the agent completes independently and the proportion escalated to human sellers.
A is incorrect: Average attempts to engagement measures how many outreach attempts occur before a customer responds, not whether a seller had to take over.
C is incorrect: Customer product pitches tracks the number of product pitches made during automated outreach, which does not measure resolution or seller handoff.
Q06 - Question
A seller has a customer meeting later today and wants a quick briefing that includes the details needed for the meeting and current news about the account, without opening each record and reading it manually. Which use of Copilot in Dynamics 365 Sales meets this need?
Domain: Optimize AI-driven sales (20–25%) Type: Single choice
- A. Run the pipeline view prompt to list open opportunities across the territory.
- B. Use the meeting preparation and account news capabilities in the Copilot chat interface.
- C. Use AI-assisted form filling to complete the fields on the opportunity record.
- D. Use the unanswered-email follow-up prompt to find emails that customers did not reply to.
B is correct.
Explanation: Copilot provides a chat interface where you can ask for meeting preparation and account news by using natural language or predefined prompts, which gives the seller a briefing before the meeting.
A is incorrect: The pipeline view helps you review open opportunities, but it does not prepare the details and news for a specific upcoming meeting.
C is incorrect: AI-assisted form filling helps you complete record fields, which is data entry rather than meeting preparation.
D is incorrect: The unanswered-email follow-up prompt surfaces emails without replies and is scoped to a time window, so it does not produce the meeting briefing.
Q07 - Question
Sellers report that they can send text messages from some phone values on a contact record but not from others. You need to explain which phone columns Dynamics 365 Sales supports for text message conversations on a record. Which set of columns should you identify?
Domain: Optimize AI-driven sales (20–25%) Type: Single choice
- A. Only mobilephone
- B. mobilephone and fax
- C. Any custom phone column that is added to the form
- D. mobilephone, telephone1, and telephone2
D is correct.
Explanation: The supported record phone fields for text message conversations are mobilephone, telephone1, and telephone2. Messaging is available where the Sales phone number control is added to one of these fields, such as Business Phone or Mobile Phone.
A is incorrect: Messaging is not limited to the mobile phone column, because the two additional telephone columns are also supported.
B is incorrect: The fax column is not a supported phone field for text message conversations.
C is incorrect: Support is limited to the listed phone columns, so adding an arbitrary custom phone column does not enable messaging on it.
Q08 - Question
A seller sends a text message to a customer from a lead record. The customer replies two hours later. The same customer phone number also appears on a contact record. A sales manager asks where the reply will appear and what the seller can do if it lands on the wrong record. What should you tell the manager?
Domain: Optimize AI-driven sales (20–25%) Type: Single choice
- A. The reply always creates a new lead record for follow-up.
- B. The reply attaches to the record associated with the outbound phone number, based on priority criteria such as the most recent conversation, owner and team ownership, entity type, active state, and update time, and the seller can move the conversation to another record.
- C. The reply stays in a queue until an administrator assigns it to a record manually.
- D. The reply appears only as an in-app notification and is not stored with any record.
B is correct.
Explanation: Inbound replies attach to the record that is associated with the outbound phone number. When more than one record matches, the tie is resolved by criteria that include the most recent conversation, owner and team ownership, entity type, active state, and update time. If the conversation is tied to the wrong record, the seller can move it to another record.
A is incorrect: Replies are matched to existing records through the routing criteria rather than generating a new lead.
C is incorrect: Routing occurs without manual assignment, and sellers open conversations from activities, records, notifications, or the Sales accelerator work list.
D is incorrect: In-app notification is one way to reach a conversation, but the conversation and its delivery report remain accessible from the related record.
Q09 - Question
A seller opens the Dynamics 365 Sales mobile app at the start of the day. The seller wants to see the next scheduled meeting that includes external participants and then open the record that the meeting relates to. Where should the seller start?
Domain: Optimize AI-driven sales (20–25%) Type: Single choice
- A. The recent content list on the home page.
- B. The Up next section on the home page.
- C. Search, filtered by owner and date.
- D. The reminders and insights cards on the home page.
B is correct.
Explanation: Up next on the home page shows upcoming meetings, including meetings with external participants, and the meeting details include the regarding record that the seller can open.
A is incorrect: Recent content lists records the seller worked with recently, not the upcoming schedule.
C is incorrect: Search with record-type, owner, and date filters helps locate records, but it does not present the next scheduled meeting.
D is incorrect: Reminders and insights surface suggested follow-up items rather than the calendar entry and its regarding record.
Q10 - Question
A salesperson returns from leave and must get up to date on a large opportunity before a customer meeting. Which two tasks can Copilot perform with opportunity data to support this preparation? Each correct answer presents a complete solution.
Domain: Optimize AI-driven sales (20–25%) Type: Multiple choice
- A. Approve the active quote revision that is waiting on the opportunity.
- B. Summarize the opportunity and show recent changes to the record.
- C. Lock pricing on the opportunity line items before the meeting.
- D. Retrieve recent news about the account that is linked to the opportunity.
B and D are correct.
Explanation: Copilot summarizes an opportunity, surfaces recent changes to the record, and retrieves account news, so the salesperson can review the deal and the customer context before the meeting.
A is incorrect: Quote acceptance and revision are handled in the quote record, and approval is not a Copilot action described for opportunities.
C is incorrect: Price locking is a pricing setting on the opportunity line items and is applied by the user, not requested from Copilot.