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Dynamics 365 CRM > MB-910 Microsoft Dynamics > Flashcards

MB-910 Microsoft Dynamics Flashcards

1
Q

You attend a tradeshow. A fellow attendee suggests that you implement Dynamics 365 Connected Customer Service.
What is a valid use case for Dynamics 365 Connected Customer Service?

A. Analyze customer sentiment from multiple sources.
B. Respond to and resolve customer issues by using social media.
C. Use mixed reality applications to assist technicians performing work in the field.
D. Use IoT devices and AI to predict when a customer’s equipment will need service.

A

Answer : D. Use IoT devices and AI to predict when a customer’s equipment will need service.

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

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2
Q

You manage a call center for a company that uses Dynamics 365 Customer Service.
The call centerג€™s customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year.
You need to help the customer service manager make the changes.
Which status indicates that an entitlement must be renewed?

A. Draft
B. Waiting
C. Active
D. Canceled

A

Answer : D. Canceled

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer#renew-an-entitlement

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3
Q

A company plans to implement Dynamics 365 Customer Service.
The company wants to use the system to determine when customers are having an issue and need help.
You need to track customer issues until the issues are resolved.
What should you create?

A. opportunity
B. contact
C. case
D. quote

A

Answer : C. case

Reference:
https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components

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4
Q

HOTSPOT -
A company plans to implement Omnichannel for Customer Service.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

Omnichannel for Customer Service Allows you to integrate chatbots that can communicate with customers:

Agents can only participate in one session at a time:

Supervisors can monitor agent conversations only when an agent invites the supervisor to the conversation:

A

Omnichannel for Customer Service Allows you to integrate chatbots that can communicate with customers: Yes

Agents can only participate in one session at a time: No

Supervisors can monitor agent conversations only when an agent invites the supervisor to the conversation: No

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5
Q

A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.
Temporary employees take much longer to resolve cases than seasoned employees.
You need to recommend features that will help employees find information needed to resolve cases.
Which two options should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Knowledge base with Relevance search
B. Parent and Child case settings
C. Case management with Related Similar cases
D. Routing rule sets

A

Answer :
A. Knowledge base with Relevance search
C. Case management with Related Similar cases

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

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6
Q

A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

Knowledge article authors can attach pictures to knowledge articles:

Knowledge articles are available to others immediately after an agent creates and saves them:

Seasonal Articles can be removed from circulation after a certain date:

A

Answer:

Knowledge article authors can attach pictures to knowledge articles: Yes

Knowledge articles are available to others immediately after an agent creates and saves them: No

Seasonal Articles can be removed from circulation after a certain date: Yes

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

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7
Q

A company plans to implement new support software.
You need to recommend solutions for the company.
What should you recommend to meet each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Support automated webchat:

Send senior technicians a notification when a case moves to an escalated status:

Combine all customer and employee inquires into a single interface:

A

Answer:

Support automated webchat: Power Virtual Agents

Send senior technicians a notification when a case moves to an escalated status: SMS - text message

Combine all customer and employee inquires into a single interface: Omnichannel for Customer Service

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview

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8
Q

A company is implementing Dynamics 365 Customer Service.
You need to recommend features that will meet the requirements.
Which features should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature 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.
Select and Place:

Customer must be able to create cases by using online chat:

Customers must be able to create cases by sending email:

Display the number of cases waiting in the queue, by queue, and by individual agent:

A

Answer:

Customer must be able to create cases by using online chat: Omnichannel for Customer Service

Customers must be able to create cases by sending email: Plug-in

Display the number of cases waiting in the queue, by queue, and by individual agent: Out-of-box dashboards

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9
Q

A company provides roadside assistance for disabled automobiles.
The company enacts a policy that specifies a 30-minute response time for all requests for assistance.
You need to ensure that data about assistance crew response times is captured correctly.
For what type of object should you define details? To answer, select the appropriate option in the answer area.

A

Answer: First Response by KPI

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

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10
Q

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?

Azure Hub telemetry
Customer Service Insights
Connected Customer Service
Omnichannel for Customer Service

A

Answer:

Connected Customer Service
Omnichannel for Customer Service

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

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11
Q

A cable installation company is implementing Dynamics 365.
You need to recommend Dynamics 365 applications for the company.
Which app should you recommend? To answer, select the appropriate options in the answer area.

Requirement:
Capture the technicians daily on-site time while performing cable installations:

Allow technicians to see a list of the daily work orders on their mobile device:

A

Answer:

Capture the technicians daily on-site time while performing cable installations: Dynamics 365 Field Service

Allow technicians to see a list of the daily work orders on their mobile device: Dynamics 365 Field Service Mobile App

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

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12
Q

A company uses Dynamics 365 Field Service.
You create a work order from a case. A field service administrator schedules the work order.
A technician arrives at the site of the work order and is ready to begin work on time.
What is the status of the work order?

A. Open In progress
B. Open Unscheduled
C. Traveling
D. Open Scheduled

A

Answer : Open In progress

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/work-order-status-booking-status

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13
Q

A company calibrates and services medical equipment for customers across the United States. The company employs a large number of service technicians.
The company often does not assign service jobs to the technician that is geographically closest to the customer.
The company wants to use location auditing in Dynamics 365 Field Service to display each technician’s location on a map.
You enable location tracking.
Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.

You should navigate to the ______ to see the technician locations on a map

A. Site Map
B. Schedule Board
C. Schedule Assistant

A

Answer:

B. Schedule Board

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-powerapp-location-auditing

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14
Q

A company that services air-conditioning equipment is implementing Dynamics 365 Field Service.
You need to recommend the features that the company should implement to meet business requirements.
Which features should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Assign a work order to a field engineer for next Tuesday at noon:

Synchronize offline data when the app starts:

Monitor air-conditioning equipment to identify mechanical issues:

A

Answer:

Assign a work order to a field engineer for next Tuesday at noon: Words

Synchronize offline data when the app starts: Field Service Mobile

Monitor air-conditioning equipment to identify mechanical issues: Connected Field Services

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-work-order https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-system-offline https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

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15
Q

Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Customer Voice survey
B. Customer Service Hub
C. Enterprise Asset Management
D. Event management

A

Answer :

A. Customer Voice survey
D. Event management

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/overview

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16
Q

A company uses Dynamics 365 Marketing.
Marketing team members must be able to group related customers for campaigns, market research, and surveys.
What should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature 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.
Select and Place:

Create a single campaign activity geared to a targeted audience

Create groups of related customers for use in customer journeys

A

Answer:

Create a single campaign activity geared to a targeted audience: Marketing list only

Create groups of related customers for use in customer journeys: Marketing segment or marketing list

Explanation:
Box 1:
You cannot use marketing segments in a campaign.
Box 2:
You can only use one type of marketing list (a subscription list) for customer journeys. You can use any type of marketing segment for customer journeys.

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/segments-vs-lists

17
Q

A company plans to implement Dynamics 365 Marketing.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.

You can only query across accounts, leads, and marketing lists when building segments:

You can use quick campaigns with both marketing lists and marketing segments:

A

Answer:

You can only query across accounts, leads, and marketing lists when building segments: No

You can use quick campaigns with both marketing lists and marketing segments: No

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/segmentation-lists-subscriptions

18
Q

A company has implemented Dynamics 365 Marketing.
You need to implement apps to meet the companyג€™s business requirements.
Which app should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Collect feedback on the effectiveness of a marketing campaign:

Synchronize leads from LinkedIn to Dynamics 365 Marketing:

Create a unified view of customer data from different sources:

A

Answer:

Collect feedback on the effectiveness of a marketing campaign: Dynamics 365 Customer Voice

Synchronize leads from LinkedIn to Dynamics 365 Marketing: LinkedIn Campaign Manager

Create a unified view of customer data from different sources: Dynamics 365 Customer Insights

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/overview https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-gen-integration

19
Q

A company integrates LinkedIn Campaign Manager with Dynamics 365 Marketing.
Which two actions can the company perform using out-of-the-box features? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Generate leads from LinkedIn.
B. Create email templates for LinkedIn messages.
C. Schedule and publish social posts.
D. Create and publish events on LinkedIn.

A

Answer :
A. Generate leads from LinkedIn.
C. Schedule and publish social posts.

Reference:
https://seelogic.co.uk/technologies/dynamics-365/marketing-on-linkedin-with-dynamics-365-marketing/

20
Q

A company plans to synchronize LinkedIn Campaign Manager with Dynamics 365 Marketing to determine who is looking at their LinkedIn advertisements.
What happens during synchronization? To answer, select the appropriate option in the answer area.

If a sales lead that is synchronized from LinkedIn already exists, Dynamics 365 Marketing:

A

Answer:

If a sales lead that is synchronized from LinkedIn already exists, Dynamics 365 Marketing:

updates the current lead with the LinkedIn data

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-gen-integration

21
Q

Which features are available in Dynamics 365 Marketing?
For each of the following features, select Yes if the feature is available. Otherwise, select No.
NOTE: Each correct selection is worth one point.

Create graphical email messages:

Design dynamic content in email messages:

Configure a website for an event:

A

Answer:

Create graphical email messages: Yes

Design dynamic content in email messages: Yes

Configure a website for an event: Yes

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/create-marketing-email https://docs.microsoft.com/en-gb/dynamics365/marketing/set-up-event-portal

22
Q

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.

A. Sponsors and sponsorships
B. Regulatory compliance
C. Advertisers and print media and campaigns
D. Session and speaker tracking
E. Registration and attendance
A

Answer :

A. Sponsors and sponsorships
D. Session and speaker tracking
E. Registration and attendance

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/manage-event-sponsorships https://docs.microsoft.com/en-gb/dynamics365/marketing/event-management https://docs.microsoft.com/en-gb/dynamics365/marketing/event-management

23
Q

A company plans to implement Dynamics 365 Customer Voice.
Instructions: For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.

Data from Dynamics 356 Customer Voice is available to Dynamics 365 Marketing:

You can present specific survey questions based on responses to previous questions:

A

Answer:

Data from Dynamics 356 Customer Voice is available to Dynamics 365 Marketing: Yes

You can present specific survey questions based on responses to previous questions: Yes

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/customer-voice

24
Q

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?

A. Customer Service Insights
B. Market Insights
C. Power Virtual Agents
D. Sales Insights

A

Answer : D. Sales Insights

Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/sales/relationship-analytics#analyze-the-health-and-activity-history-of-a-customer-or-opportunity

25
Q

A company uses Dynamics 365 Sales.
You need to create a forecast in Dynamics 365 Sales so that the sales director will be able to predict upcoming sales revenue.
Which standard record type is used to create the forecast?

A. Account
B. Lead
C. Quote
D. Opportunity

A

Answer : D. Opportunity

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/configure-forecast

26
Q

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.

A. Close the quote
B. Generate a document by using a Microsoft Word template.
C. Export the quote as a PDF file.
D. Create an order

A

Answer :

B. Generate a document by using a Microsoft Word template.
C. Export the quote as a PDF file.

Reference:
https://www.crmsoftwareblog.com/2019/09/creating-pdf-quotes-in-dynamics-365/

27
Q

A company plans to implement Dynamics 365 Sales to manage sales pipelines.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.

You can use a business process flow to ensure that all salespeople follow the same stages to qualify leads:

You can see leads in your opportunities view even if the lead is not qualified:

A

Answer:

You can use a business process flow to ensure that all salespeople follow the same stages to qualify leads: Yes

You can see leads in your opportunities view even if the lead is not qualified: No

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