MB-910 Reviewer in Microsoft Learn Flashcards

Question 1

Q

D365 Customer Service

A company uses Dynamics 365 Customer Service. You approve a knowledge article.

Which two actions happen next? Each answer presents a complete solution.

a. A new version of the article is automatically created
b. The article can be linked to a case
c. The language for the article can be selected
d. The article can be related to a product

Answer

A

b. The article can be linked to a case
d. The article can be related ot a product.

New versions of an article are not created on approval but when a user selects the option to create a new major or minor version.

The language for the article is locked after the article is first saved. You can create translations of an existing article for different languages.

Question 2

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. You need to track and limit the number of cases raised by a company.

Which feature should you use?

a. Service-level agreements
b. Queues
c. Entitlements
d. Business process flows

Answer

A

c. Entitlements

Entitlements define the level and type of support to which a customer is entitled.

Service-level agreements track and define what should happen when a case is opened, such as initial response time by a support engineer or how long it took to resolve the case.

Queues help organize, prioritize, and monitor the progress of work performed.

Business process flows provide a streamlined user experience that leads people through the processes their organization has defined for interactions.

Question 3

Q

Dynamics 365 Customer Service

A company plans to implement Dynamics 365 Customer Service. You need to explain the benefits of Dynamics 365 Customer Service to employees.

What are three benefits? Each correct answer is part of a complete solution.

a. Create leads for a sales team
b. Manage and log all related case interactions such as phone calls and tasks
c. Manage the project lifecycle including project invoicing and revenue recognition
d. Create queues and route cases to the correct channels
e. Create and track service levels through a service-level agreeement (SLA)

Answer

A

b. Manage and log all related case interactions such as phone calls and tasks
d. Create queues and route cases to the correct channels
e. Create and track service levels through a service-level agreement (SLA)

Managing cases and the associated communications (interactions) is a core feature of Dynamics 365 Customer Service.

Queues are a core feature of Dynamics 365 Customer Service.

SLAs are part of Dynamics 365 Customer Service.

Dynamics 365 Customer Service does not support leads. Leads are a feature of Dynamics Sales. Managing the project lifecycle, including project invoicing and revenue recognition,

Question 4

Q

Dynamics 365 Customer Service

You need to resolve a common customer issue while minimizing effort.

What should you use?

a. entitlement
b. knowledge article
c. recent cases
d. business process flow

Answer

A

b. Knowledge article

Knowledge articles hold information useful to agents and customers in resolving their issues. Knowledge articles are created for commonly experienced problems and issues.

An entitlement specifies the amount of support a customer is entitled to and optionally their service-level agreement (SLA). An entitlement does not help an agent in resolving the issue.

The recent cases pane displays the most recent cases for a customer. It does not show similar cases or help the agent in resolving the issue.

A business process flow assists the agent in the next steps to perform on a case but does not help the agent in resolving the issue.

Question 5

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. You need to convert records to a case.

Which two tables should you use? Each answer presents a part of a solutio.

a. email
b. lead
c. opportunity
d. quote
e. task

Answer

A

a. email
e. task

Dynamics 365 Customer Service supports creating records from a select list of activity types which include email and task.

Users will not be able to convert a lead, opportunity, or quote to a case out of the box.

Question 6

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. The company plans to use queues to manage case workload.

Which two ways can you structure the queues? Each correct answer presents a complete solution.

a. By the time the case is created such as: today, yesterday, and last week
b. By customer priority, such as: Gold, Silver, and Bronze
c. By agent skills such as: Microsoft Word, Dynamics 365 Sales, and Active Directory
d. By resolved and unsolved cases

Answer

A

b. by customer priority, such as: Gold, Silver, and Bronze
c. by agent skills such as: Microsoft Word, Dynamics 365 Sales, and Active Directory

Priority ensures that cases are dealt with based on the assigned priority levels.

Skills is a common way of routing cases.

Creation time is not an effective way to route cases.

Queue names would need updating otherwise the name would not provide context to the context.

Resolved cases do not stay in queues

Question 7

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. The company needs to provide a support contract for a custome with a specified amount of support for a specific timeframe.

What would you use?

a. entitlement
b. customer service schedule
c. agreement
d. timer

Answer

A

a. entitlement

An entitlement specifies the amount of support a customer is entitled to.

An entitlement can either be:
> number of cases
> amount of time in minutes

Entitlements are for a defined date range. Entitlements can optionally have their own service-level agreement.

A customer service schedule defines the business hours the organization is available to provide support to customers.

An agreement is used in Dynamics 365 Field Service to generate work orders for preventative maintenance on a scheduled basis. An agreement does not include the amount of support that is provided.

A timer is a control used with service-level agreements (SLA) to show the amount of time remaining for an individual SLA key performance indicator (KPI).

Question 8

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. The company and a customer sign a support agreement that specifies a maximum number of cases per year with a 2-hour response time.

Which two records should you create? Each correct answer presents part of a complete solution

a. Case
b. Entitlement
c. Resource
d. Entitlement Template
e. Service-level Agreement

Answer

A

b. Entitlement
e. Service-level Agreement

Question 9

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. The company has several product lines and provides levels of service tiers to their customers. Each product line has several customer service representatives per country/region.

You need to ensure representatives work on the correct cases.

Which two steps should you take? Each correct answer presents part of a complete solution.

a. Create queue records
b. Create queue item records
c. Configure a routing rule set record
d. Configure a record creation and update rule record.

Answer

A

a. Create queue records
c. Configure a routing rule set record

A queue must be configured to allow representatives skilled with the different product lines to view cases available to be worked on.

Routing rule set records must be created to define how cases should be routed to the queues created.

A queue item record is created when a case record is added to the queue. Queue items cannot be created manually.

The record creation function allows records to be created based on defined rules. This will not allow representatives to focus on the correct cases.

Question 10

Q

Dynamics 365 Customer Service

You need to analyze how case topics in Dynamics 365 Customer Service impacts support performance.

Which reporting feature should you use?

a. Tier 1 dashboard
b. Tier 2 dashboard
c. Omnichannel historical Analytics
d. Customer Service historical Analytics

Answer

A

d. Customer Service historical Analytics

The Customer Service historical analytics reports contain the Case Topic dashboard. This dashboard shows a breakdown of cases and topics and highlights case topics that impact resolution time, customer satisfaction, and customer sentiment.

The Omnichannel historical analytics reports contai ndashboards that show details about conversations, agents, and queues. They do not show details on case topics.

The Tier 1 and Tier 2 dashboards are interactive dashboards that allow customer service agents to manage their case workload. They do not provide analysis of cases or topics.

Question 11

Q

Dynamics 365 Customer Service

A company implements Dynamics 365 Customer Service.

The company must review the performance of customer service agents and evaluate customer satisfaction levels.

You need to advise the company on a solution that enables the company to gather feedback associated with a case or conversations.

Which option should you recommend?

a. Microsoft Power BI
b. Dynamics 365 Customer Insights - Journeys
c. Dynamics 365 Customer Voice
d. Dynamics 365 Customer Insights - Voice

Answer

A

c. Dynamics 365 Customer Voice

Dynamics 365 Customer Voice integrates natively with Omnichannel for Customer Service as an embedded survey within the chat window. Users can also create surveys, which can be triggered on the completion of a case or conversation.

Power BI can be used to analyze survey data collected; however, it is not capable of gathering survey data.

Dynamics 365 Customer Insights - Data will allow survey data to be amalgamated and reviewed; however, it is not capable of gathering survey data.

Dynamics 365 Customer Insights - Journeys includes a survey app; however, this does not integrate natively with Customer Service.

Question 12

Q

Dynamics 365 Customer Insights

A company uses Dynamics 365 Customer Insights - Journeys. The company needs to track contacts that have opened a specific web form.

Which feature should you use?

a. Marketing list
b. Subscription list
c. Segment
d. Customer Journey

Answer

A

c. Segment

A segment can include contacts based on behavioral actions such as opening a web form.

A marketing list, a subscription list, and a customer journey cannot automatically include contacts when a web form has been opened.

Question 13

Q

Dynamics 365 Customer Insights

A company uses Dynamics 365 Customer Insights - Journeys. The company wants to send an email to all contacts in a specific city using a customer journey. The contacts list needs to automatically update ach time a new contact for that city is created.

What should you use?

a. Dynamic segment
b. Dynamic marketing list
c. Static segment
d. Static marketing list

Answer

A

a. Dynamic segment

A dynamic segment will automatically add users to the segment when they meet a specific criterion, such as city.

Dynamics marketing lists cannot be used in customer journeys.

Static segments and static marketing lists will not add new contacts to the list automatically.

Question 14

Q

Dynamics 365 Customer Insights

A company uses Dynamics 365 Customer Insights - Journeys. The company needs to send marketing email messages to contacts who opt-in to use the company newsletter on the Contact Us landing page.

What should you use?

a. dynamic marketing list
b. dynamic segment
c. static segment
d. subscription list

Answer

A

d. subscription list

Subscription lists can be added as options on a marketing page to allow contacts to opt-in for marketing communications.

Subscription lists can be used in a customer journey to include the contacts to be sent the email newsletter.

Dynamic marketing lists are not used within Dynamics 365 Customer Insights - Journeys. Dynamic marketing lists can only be used by the campaign functionality in the Dynamics 365 Sales app.

Dynamic segments and static segments cannot be added as an opt-in option on a marketing landing page

Question 15

Q

Dynamics 365 Customer Insights

A company uses Dynamics 365 Customer Insights - Journeys to run training events for its products. An attendee registers for an event.

Which record type is created by default?

a. lead
b. contact
c. customer journey
d. opportunity

Answer

A

b. contact

A contact record is created by default if one does not already exist.

A lead record can be configured to be created. However, this is not created by default.

A customer journey record and opportunity record are not created.

Question 16

Q

Dynamics 365 Customer Insights

A company uses Dynamics 365 Customer Insights - Journeys. You need to describe a customer journey to a new marketing colleague.

How should you describe a customer journey?

a. A list of activities displayed on the customer record
b. A marketing business process flow
c. A visual representation of automated customer interactions
d. A dashboard that displays geographic locations for website visitors

Answer

A

c. A visual representation of automated customer interactions

Customer journeys are a visual representation of hte steps required to engage with a contact.

A list of activities displayed on the customer record is a timeline

A business process flow is the series of steps that guide the user through their work.

Customer journeys are not a geographic map related to website visits. It is a series of steps to be taken to engage with a contact.

Question 17

Q

Dynamics 365 Customer Voice

You need to send a personalized Customer Voice feedback survey to contacts who attend an event.

What should you use?

a. Customer journey
b. Redirect URL
c. Social media post
d. LinkedIn Matched Audience

Answer

A

a. Customer journey

A customer journey can include a tile to send a link to a Customer Voice survey in a marketing email.

The journey can include only contact who have attended the event. This email can be personalized with the contact’s information.

A redirect URL is a trackable link to a website or survey. The survey cannot be personalized as it can be clicked by anyone and must be anonymous.

A social media post can be sent to a social media account configured in Dynamics 365 Customer Insights - Journeys. Social media posts are anonymous and cannot contain any information for a contact.

LinkedIn Matched Audiences are based on segments in Dynamics 365 Customer Insights - Journeys and enable LinkedIn Campaign Manager to target contacts within LinkedIn. LinkedIn Matched Audiences cannot send Customer Voice surveys.

Question 18

Q

Dynamics 365 Customer Voice

A company uses Dynamics 365 Customer Voice. The company needs to assemble a report for customer feedback related to a specific department.

Which feature should you use?

a. Customer profiles
b. Projects
c. Swimlanes
d. Measure builder

Answer

A

b. Projects

A Project is a feature of Customer Voice, which is used to group surveys for analysis.

Customer profiles and measure builder are features of Dynamcis 365 Customer Insights - Data. They do not analyze customer feedback or provide feedback reports.

A swimlane is a feature of customer journeys in Dynamics 365 Customer Insights - Journeys and does not provide reports on customer feedback.

Question 19

Q

Dynamics 365 Customer Insights

A company uses Dynamics 365 Customer Insights - Journeys to generate leads. You need to receive feedback from customers to analyze the effectiveness of their services and campaigns.

What should you use?

a. Dynamics 365 Customer Service
b. Dynamics 365 Customer Insights - Data
c. Customer Voice
d. Remote Assist

Answer

A

c. Customer Voice

Customer Voice is a Microsoft survey tool that can be purchased alone but is also bundled with applications such as Dynamics 365 Customer Insights - Journeys and Dynamics 365 Customer Service.

The Dynamics 365 Customer Service module enables companies to manage customers’ service requests via various channels e.g., email and IoT alerts.

Dynamics 365 Customer Insights - Data is a customer data platform that allows customer data to be unified and enriched for actionable insights.

Dynamics 365 Remote Assist allows field service technicians to collaborate with internal subject matter experts using mixed reality and Microsoft Teams to resolve work orders.

Question 20

Q

Dynamics 365 Customer Insights

A company deploys Dynamics 365 Customer Insights - Journeys. The company plans to add Customer Voice.

You need to describe the out-of-the-box benefits of Customer Voice.

What are three benefits of using Customer Voice? Each correct answer presents a complete solution.

a. You can use projects to organize surveys
b. You can use template to quickly create an deploy surveys
c. You can track customer satisfaction metrics over time
d. You can use survey responses to automatically generate activities for a salesperson
e. You must create variables on both the email template and the survey

Answer

A

a. You can use projects to organize surveys
b. You can use template to quickly create and deploy surveys
c. You can track customer satisfaction metrics over time

All surveys belong to a project. The project can contain one survey or several surveys that are related.

Templates are provided by Customer Voice as a quick starting point.

Satisfaction metrics can be tracked through the proejct over time.

Survey responses cannot automatically generate activities for the salesperson. This can be achieved with the assistance of Microsoft Power Automate.

Variables created on the survey can be used on the email template.

Question 21

Q

Dynamics 365 Customer Engagement Apps

A company uses Dynamics 365 customer engagement apps

You need to display activities related to a record.

Which component should you use?

a. timeline
b. assistant
c. business process flow
d. details tab

Answer

A

a. timeline

The timeline shows related activities.

The assistance shows related action cards and not related activities.

A business process flow shows the current stage in a process and not related activities.

The details tab shows a collection of columns and not related activities.

Question 22

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. A user needs to view emails associated with a contact record.

Which control should you recommend?

a. conversation intelligence
b. business process flow
c. timeline control
d. calendar control

Answer

A

c. Timeline Control

Timeline control allows users to view the activity history associated with a record.

The conversation intelligence feature allows calls made with a Microsoft Teams dialer, to be called, recorded, and transcribed.

Business process flows are a visual representation of a company’s business process.

The calendar control displayed scheduledactivities in a calendar format

Question 23

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. You are implementing a solution that guides users with data entry.

Which Dynamics 365 model-driven apps feature should you use?

a. business rules
b. business process flows
c. workflows
d. dataflows

Answer

A

b. business process flows

Business process flows provide a visual guide to users on the process to be followed during the life of a record and shows the data that is needed for each stage of the process.

Business rules enforce requirements on the values entered in data columns.

Workflows are processes that run either automatically or are started manually and perform a series of actions.

Dataflows are used to prepare data for import into Microsoft Dataverse

Business rules, workflows, and dataflows do not guide users to follow company procedures.

Question 24

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. A user shares a personal dashboard that contains user created views and charts with a colleague. The colleague cannot view the dashboard.

Which two actions should you recommend? Each answer presents part of solution

a. Share charts associated with the dashboard
b. Add the dashboard to the Dynamics 365 Sales Hub app
c. Share views associated with the dashboard
d. Recreate the dashboard as a system dashboard

Answer

A

a. Share charts associated with the dashboard
c. Share views associated with the dashboard

The individual components of the dashboard must also be shared.

System dashboards must be added to the app to be automatically visible. However, this is not necessary for shared dashboards.

Personal dashboards can be shared.

Question 25

Q

Dynamics 365 Customer Engagement Apps

A company uses Dynamics 365 Customer Engagement apps.

You need to locate the details for an account and the corresponding leads and opportunities with minimum effort.

Which option should you choose?

a. Advanced Filter
b. Quick Find
c. Advanced Find
d. Categorized Search

Answer

A

d. Categorized Search

Categorized Search is a multi-searching option that performs a search across multiple tables. The user can get the required details fro m multiple tables by using the Categorized Search.

Advanced Filter capabilities provide the ability to add filter conditions using details from multiple tables, but it performs a search on one table at a time. The user must perform filtering on each of the tables to get the required details.

Quick Find is a searching option that allows searching one table at a time. The user must perform quick Find search on each of the tables to get the required details.

The Advanced Find option allows adding filter conditions from multiple tables but searches only one table. The user must perform the Advanced Find on each of the tables to get the required details.

Question 26

Q

Dynamics 365 Customer Engagement Apps

A company uses Dynamics 365 customer engagement apps.

You need to generate a report that can be shared with an employee that does not have a Dynamics 365 license.

Which built-in reporting option should you use?

a. Chart
b. Dashboard
c. Report Wizard
d. Views

Answer

A

C. Report Wizard

The Report Wizard generates a formatted report that can be exported to Microsoft Word, Excel, or as a PDF document. This document can be shared with users who do not have a Dynamics 365 license.

Charts are visualizations of Dynamics 365 data.

Dashboards have multiple views and charts of different tables.

Views are lists of records for a table.

Charts, dashboards, and views can only be used from within one of the Dynamics 365 customer engagement apps.

Question 27

Q

Dynamics 365 Customer Engagement Apps

A company uses a Dynamics 365 customer engagement app. You need to display a list of records from a table that a user can filter and sort.

Which component should you use?

a. chart
b. form
c. embedded Microsoft Power BI dashboard
d. view

Answer

A

d. view

Views are lists of records for a table. Users can filter the list of records and sort the data by the columns.

Charts are visualizations of Dynamics 365 data. Charts show aggregated data for a table not a list of records.

Forms display the data columns for a single record.

Power BI dashboards have visualizations of data. Power BI visuals are summarized data. Power BI table has a table visual that shows data in a table, but this table cannot be sorted by the user.

Question 28

Q

Dynamics 365 Sales

A company has integrated the Dynamics 365 App for Outlook with Dynamics 365 Sales.

Which three features can you use? Each correct answer presents part of a complete solution.

a. Add a stakeholder to an opportunity
b. Complete a work order
c. Create a new contact in Dynamics 365
d. Send sales literature as an email attachment
e. Track emails into Dynamics 365

Answer

A

c. Create a new contact in Dynamics 365
d. Send sales literature as an email attachment
e. Track emails into Dynamics 365

The Dynamics 365 App for Outlook can crate and edit core records such as contacts.

The App for Outlook tries to match existing contacts and allows user to create new contacts in Dynamics 365.

The Dynamics 365 App for Outlook supports inserting sales literature documents as attachments to outbound emails.

The Dynamics 365 App for Outlook enables a user to track an email so that it appears in the timelines of related Dynamics 365 records.

The Dynamics 365 App for Outlook can create and edit some record types in Dynamics 365 but cannot add a stakeholder to an opportunity.

The Dynamics 365 App for Outlook does not support work orders. There is a separate mobile app for field service technicians to complete work orders.

Question 29

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales.

The company integrates Dynamics 365 with Microsoft Teams

You need to describe to a user how opportunities display within Teams.

How should you describe this?

a. Opportunities are read-only in a Teams channel and read-only in the Dynamics 365 application within Teams.

b. Opportunities can be eidted in a Teams channel and are read-only in the Dynamics 365 application within Teams.

c. Opportunities are read-only in a Teams channel and can be edited in the Dynamics application within Teams.

d. Opportunities can be edited in a Teams channel and edited in the Dynamics application within Teams

Answer

A

d. Opportunities can be edited in a Teams channel and edited in the Dynamics application within teams

Records shown in Teams can be edited. Records shown in Teams can be edited regardless of whether the record is shown in a Teams channel or within the Dynamics application.

Question 30

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales.

You need to describe where users can access Dynamics 365 Sales data.

Which two apps can display data natively from Dynamics 365 Sales? Each correct answer presents a complete solution.

a. Microsoft Teams
b. Microsoft Outlook
c. Microsoft SharePoint lists
d. LinkedIn Sales Navigator

Answer

A

a. Microsoft Teams
b. Microsoft Outlook

Dynamics 365 Sales data can be accessed from Microsoft Outlook, with the App for Outlook add-in, and from Microsoft Teams under tabs in channels.

LinkedIn Sales Navigator and SharePoint can both be integrated with Dynamics 365 Sales, but these apps do not display data from Dynamics 365 Sales.

Question 31

Q

Dynamics 365 Customer Engagement Apps

A company is evaluating Dynamics 365 customer engagement apps.

You need to describe the capabilities of Power BI when it is connected to customer engagement apps.

Which capability should you describe?

a. Power BI visualizations can be integrated only with Office 365 apps.
b. Power BI visualizations can be integrated only with finance and operations apps.
c. Power BI visualizations can be used in Dynamics 365 Sales or Dynamics 365 Customer Service.
d. Power BI visualizations can only be viewed outside of Dynamics 365 apps.

Answer

A

c. Power BI visualizations can be used in Dynamics 365 Sales or Dynamics 365 Customer Service.

Power BI provides business analytics capabilities that are often used to connect to Dynamics 365 apps and provide important insight into a company. These visualizations can then be used in Dynamics 365 apps such as Dynamics 365 Sales or Customer Service.

Question 32

Q

Dynamics 365 Customer Engagement Apps

A company uses Dynamics 365 customer engagement apps.
The company wants to be able to directly access all business apps.
You need to recommend a way to access the apps.

Which tool should you recommend?

a. Microsoft Power Platform admin center
b. Office 365 portal
c. Power Apps maker portal
d. Microsoft AppSource

Answer

A

b. Office 365 portal

The easiest way to access customer engagement applications is through a web browser on the device of a user’s choice. Users can access business applications such as Dynamics 365 customer engagement apps from the apps area of the Office 365 portal.

There are other portals that allow users to configure app, such as Power Apps maker portal and Microsoft Power Platform admin center. However, these do not provide direct access to customer engagement apps.

Question 33

Q

Dynamics 365 Field Service

A company implements Dynamics 365 Field Service.
You need to create a work order from existing records.

Which two table can be converted to a work order? Each correct answer presents a complete solution.

a. Lead
b. Contact
c. Opportunity
d. Account
e. Case

Answer

A

c. Opportunity
e. Case

Using the Convert to Work Order button on the command bar of hte Opportunity form, the opportunity record can be converted to a work order.

Using the Convert to Work Order feature, the case record can be converted to a work order.

There is not an option to convert a lead, contact, or account to work order.

Work Order is the main record for D365 Field Service

Question 34

Q

Dynamics 365 Field Service

A company uses Dynamics 365 Field Service. The company needs to create a service history for all work orders performed on a machine.

What should you use?

a. Customer asset
b. IoT device
c. Service account
d. Work Order product

Answer

A

a. Customer asset

A Customer asset represents equipment installed and supported at a customer location. You can create work orders for an asset to service the asset and thus create a service history for the asset showing all work performed on the asset.

An IoT device is a separate record. An IoT device can be associated with a customer asset.

A customer asset can be a single IoT device or has multiple IoT sensors each sending telemetry data.

The service account is the customer location where the work orders are performed.

Question 35

Q

Dynamics 365 Field Service

A company uses Dynamics 365 Field Service.
You need to indicate that a work order has been completed and reviewed.
Which status should you use?

a. Completed
b. Qualified
c. Posted
d. Resolved

Answer

A

c. Posted

A resource manager or supervisor will set the status of the work as Posted, after reviewing and verifying the completed work order.

The Completed status of the work order only indicates that the work order has been completed by the technician.

The Qualified status applies to lead record when a potential lead has been identified and not the work order.

The Resolved status applies to a case record when a customer problem has been solved and not the work order.

Question 36

Q

Dynamics 365 Customer Engagement Apps

A company needs to schedule workers for customers’ onsite issues based on workers’ location and availability.

Which app should you use for scheduling? Each correct answer presents a complete solution

a. Dynamics 365 Customer Service
b. Dynamics 365 Customer Insights - Journeys
c. Dynamics 365 Field Service
d. Dynamics 365 Guides

Answer

A

c. Dynamics 365 Field Service

Question 37

Q

Dynamics 365 Field Service

A company uses Dynamics 365 Field Service to monitor IoT devices. Some IoT devices are reporting issues.

You need to determine the cause for the reported issues.

What should you check?

a. Incident Type
b. IoT Alert
c. Case
d. Work Order

Answer

A

b. IoT Alert

Issues reported by IoT devices are stored in IoT Alert records, so this is where the data is stored.

An Incident Type record is not created when IoT devices are devices reports an issue.

Incident Types are used as service templates for work orders.

A case record is not created when IoT devices report an issue. Cases are used to record requests for service or help from customers.

A work order is not created when IoT devices report an issue.

Question 38

Q

Dynamics 365 Field Service

You use Dynamics 365 Field Service to support customer equipment.
Which feature can you use to provide proactive service?

a. Agreements
b. Connected Field Service
c. Inspections
d. Work Order

Answer

A

b. Connected Field Service

Connected Field Service generates work orders based on telemetry anomaly alerts and enables proactive preventative maintenance.

Agreements are used to create work orders based on a schedule for preventative maintenance.

Inspections are performed by the technician during work orders to record the status of equipment and other relevant information. Inspections do not help in proactive maintenance.

Work order types are used to categorize work orders but are not used in the processing or scheduling of work orders.

Question 39

Q

Dynamics 365 Field Service

A company uses Dynamics 365 Field Service. You need to describe the capabilities of a schedule board to a new dispatcher.

How should you describe a schedule board?

a. Displays active work orders.
b. Displays upcoming appointment for technicians
c. Generates resource requirements.
d. Displays a list of customer assets.

Answer

A

b. Displays upcoming appointment for technicians

The schedule board shows the schedule for all technicians.

Active work orders display in the work order’s view, not the schedule board.

Question 40

Q

Dynamics 365 Field Service

A company uses Dynamcis 365 Field Service.
The company must replace faulty equipment at customer locations.
You need to identify the capabilities of inventory management in Dynamics 365 Field Service.

Which two capabilities should you identify? Each correct answer presents a complete solution.

a. returns
b. resources
c. work orders
d. customer assets
e. purchase orders

Answer

A

a. returns
e. purchase orders

Dynamics 365 Field Service contains functionality to manage product inventory that is delivered and installed at customer locations by using work orders.

Inventory management includes purchase orders to order products that are delivered to warehouses. When a product is taken from a warehouse and used to replace faulty equipment, returns are used. The returned product can then be returned to the vendor or put back in the warehouse. Dynamics 365 Field Service inventory management automatically tracks the product quantities.

When a product is installed at a customer location, it can optionally be created as a customer asset. Inventory management is not used to track assets.

Resources represent the field service technicians that are scheduled to deliver service at a customer location. Resources are not part of inventory management.

Work orders define the location where work is to be performed, the steps taken, and any products or services used in the work order. Work orders are not part of inventory management.

Question 41

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. You qualify a lead.

Which two types of records can you create next? Each correct answer presents a complete solution.

a. quote
b. contact
c. competitor
d. opportunity
e. stakeholder

Answer

A

b. contact
d. opportunity

In the default D365 Sales lifecycle, a contact record and an opportunity record can be generated on the qualification of a lead.

In the default D365 Sales lifecycle, a quote record is generated from an existing opportunity, not a quote.

Competitor records can be manually created and associated with an opportunity.

Stakeholder records can be manually created and associated with an opportunity.

Question 42

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. The company needs to predict revenue by using the sales pipeline forecast.

Which record type is included in the values predicted?

a. account
b. lead
c. opportunity
d. quote
e. sales order

Answer

A

c. opportunity

The estimated revenue from the opportunity is used in sales pipeline forecasting. A forecast predicts how much revenue your sales team will generate.

The account hierarchy can be used to breakdown and analyze sales forecasts but no values from the account records are used in the forecast.

Leads are not included in sales pipeline forecasting. You must qualify a lead to include the prospective customer in forecasts.

Quotes are not used in sales pipeline forecasts. The related opportunity is used instead.

Sales orders are not used in sales pipeline forecasts. The value of the won opportunity is used, not the value of the order.

Question 43

Q

Dynamics 365 Sales

A company uses opportunities in Dynamics 365 Sales to manage the sales pipeline. You create an opportunity and provide the customer with a quote for a product. The customer requests a quote for an alternative product. You need to ensure that your customer can choose between the two quotes.

What should you do?

a. Add a new quote to the opportunity
b. Open the existing quote and revise the quote
c. Create a new opportunity and a new quote
d. Add the alternative product to the opportunity and then create a new quote

Answer

A

a. Add a new quote to the opportunity

Adding a new quote provides the second quote for the customer without affecting the sales pipeline.

Revising the quote closes the first version and does not create an alternative.

Although creating a new opportunity will create an alternative quote, the sales pipeline will show a value that is too high – the potential sale to the customer is being counted twice. This adds the costs of both quotes, and the opportunity will be too high.

Question 44

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. The company has a quote that needs to be revised.

Which status should you ensure the quote is in?

a. closed
b. draft
c. active
d. won

Answer

A

c. Active

Quotes are activated to be sent to a customer. Active makes the quote read only. Users can revise quotes in an active status.

Quotes can be in a closed status if the quote has been lost, cancelled, or revised. The quote can be reactivated but not revised.

The draft status is the initial status of a quote. Quotes in a draft status can be closed or activated.

Users can mark a quote as won. This makes the quote read only.

Question 45

Q

Dynamics 365 Customer Engagement Apps

A company uses Dynamics 365 customer engagement apps. You need to explain to users which record types are shared by all the Dynamics 365 customer engagement apps.

Which two record types are shared? Each correct answer presents a complete solution.

a. accounts
b. appointments
c. cases
d. resources

Answer

A

a. accounts
b. appointments

Accounts are a type of customer record corresponding to organizations. Accounts are used in all the Dynamics 365 customer engagement apps.

Appointments are a type of activity that records the meetings you have with customers. Appointments are used in all the Dynamics 365 customer engagement apps.

Cases are for customer issues and are primarily used in Customer Service but are also available in Field Service and Sales but not Dynamics 365 Customer Insights - Journeys.

Resources are used when scheduling and are used primarily in Field Service but are also available in Custome rService but not Sales or Dynamics 365 Customer Insights - Journeys

Question 46

Q

Aynamics 365 Customer Engagement Apps

A company uses Dynamics 365 Customer engagement apps.

You need to view the history of your interactions with a customer with minimum effort.

Which option should you use?

a. Timeline
b. Activities view
c. Quick Find
d. Advanced Find

Answer

A

a. Timeline

Timeline displays activities related to a record in the form, which provides a way to view all the interactions.

Filter options need to be applied to the view to display all the activities related to a customer.

A search needs to be performed on the Activities View to find all the related activity records of a customer.

A query needs to be defined in Advanced Find to view all the related activity records for a customer.

Question 47

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. The company needs to provide a list of active cases in a Microsoft Excel workbook. The current set of active cases must be displayed in the workbook.

Which process should you use to create the workbook?

a. Export to Excel as a static worksheet
b. Export to Excel as a dynamic worksheet
c. Open in Excel Online
d. Export using an Excel template.

Answer

A

b. Export to Excel as a dynamic worksheet

Export to Excel as dynamic worksheet creates a file with a snapshot of records. Each time the file is opened, the user can select to refresh the data so that the current set of active cases is shown.

Export to Excel as static worksheet creates a file with a snapshot of records. It does not get updated each time the file is opened.

Opening in Excel Online opens records so that they can be edited and then saved. It does not create a file that can be distributed.

Export using an Excel template creates a file with a snapshot of records using a previously uploaded template. It does not get updated each time the file is opened.

Question 48

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. You need to import leads using the standard import functionality.

Which two file types can you use? Each correct answer presents a complete solution.

a. Microsoft Excel Workbook (.xlsx)
b. Microsoft Excel 97 - Excel 2003 Workbook (.xls)
c. xml spreadsheet 2003 (.xml)
d. Text (Tab-delimited) (.txt)

Answer

A

a. Microsoft Excel Workbook (.xlsx)
c. xml spreadsheet 2003 (.xml)

Excel Workbook (.xlsx) files and Xml Spreadsheet 2003 (.xml) files can be imported using the default import functionality.

Excel 97 – Excel 2003 Workbook (.xls) and Text (Tab-delimited) (.txt) are not supported file types for the default import functionality.

Question 49

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. The company needs emails related to opportunities to be tracked automatically and viewable within the sales record to all Dynamics 365 users.

Which feature should you use?

a. AutoCapture
b. Dynamics 365 App for Outlook
c. The Assistant
d. Server-side synchronization

Answer

A

d. Server-side synchronization

Server-side synchronization allows emails to be synced from Exchange to Dynamics 365 applications and tracked automatically against the related contact.

Auto Capture provides activity suggestions for emails, but this is visible only to the email’s recipient when logged in as a Dynamics 365 Sales user until it is saved in Dynamics.

The Dynamics 365 App for Outlook allows users to manually track emails. However, it will not automate the tracking of emails. T

he Assistant provides support to sellers by displaying actionable adaptive cards based on the organization’s need.

Question 50

Q

Dynamics 365 Customer Engagement Apps

A company plans to use Dynamics 365 customer engagement apps.

You need to describe how Dynamics 365 customer engagement apps can be used to improve interactions with customers.

Which improved interaction should you describe as a result of the customer engagement apps?

a. Control finances
b. Create personalized experiences
c. Improve supply chain management
d. Manage human resoruces

Answer

A

b. Create personalized experiences

Dynamics 365 customer engagement apps help users create personalized marketing, sales, and service experiences by using data and intelligence to improve every interaction. The Dynamics 365 customer engagement apps prioritize with whom to engage and identify how and when to connect.

Controlling finances, improving supply chain management, and managing human resources are provided by finance and operations apps, not the customer engagement apps.

Question 51

Q

Dynamics 365 Sales

A company is implementing Dynamics 365 Sales.

You need to describe how Microsoft Dataverse supports the Dynamics 365 customer engagement apps.

Which two capabilities does Microsoft Dataverse provide to Dynamics 365?

Each correct answer presents a complete solution.

a. Provide customer self-support
b. Apply logic and data validation
c. Generate insights into customer data.
d. Extend Dynamics 365 with Power Apps

Answer

A

b. Apply logic and data validation
d. Extend Dynamics 365 with Power Apps

Dynamics 365 customer engagement apps store their data in Microsoft Dataverse. The customer engagement apps share the same Dataverse data store, allowing the apps to work together without integration. Users can build Power Apps that use the same Dataverse data to extend Dynamics 365 customer engagement apps. Logic and validation can be built into Microsoft Dataverse using tools such as business rules, and this logic will then be applied to the Dynamics 365 customer engagement apps.

Customer self-support is provided by Power Pages and Power Virtual Agents. Although you can expose Dynamics 365 data stored in Dataverse through Power Pages, it is not a feature of Dataverse.

Insights into your customer data is provided by the Dynamics 365 customer engagement apps themselves by using AI or by using the analytics features of Power BI.

Question 52

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales to manage the sales process. You need to create an order for a new lead.

Which action should you perform first?

a. Activate a quote
b. Qualify a lead
c. Create an order
d. Complete open activities

Answer

A

b. Qualify a lead

A lead must be qualified to create an opportunity from which a quote and then an order can be created.

Only draft quotes can be activated.

Creating an order will not create an order from the lead.

Completing open activities is not required nor necessary to follow the sales process to create an order.

Question 53

Q

Dynamics 365 Sales

A company needs to map their current sales process to sales process in Dynamcis 365 Sales.

Which sales process should to the company follow?

a. prospect, qualify, develop, close
b. contact, opportunity, quote, order, invoice
c. lead, opportunity, quote, order, invoice
d. opportunity, quote, invoice
e. quote, opportunity, order, invoice

Answer

A

c. lead, opportunity, quote, order, invoice

The standard sales process is lead, opportunity, quote, order, invoice. A lead is qualified to an opportunity, from which a quote is created. From the quote, a user can create an order, and from the order an invoice can be generated.

Question 54

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. The company needs to track revisions when negotiating a sale with a customer.

Which record type should you use?
a. opportunity
b. quote
c. product
d. sales order

Answer

A

b. quote

A quote contains a formal offer to the customer. You can activate a quote to lock the products and pricing. During negotiation with the customer, you can revise the quote and make changes to products and pricing. Each revision is stored with a revision id, and you can see the history of changes to the products and pricing.

An opportunity holds the current product and pricing details. Any changes to the products and pricing are reflected in the value of the opportunity and no history is held.

Products can be revised but any changes to a product will be reflected in all sales records that use the product. Changes for a customer should be made on the quote, not the product.

The sales order is created after the customer has agreed to the quote.

Question 55

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. The company tracks opportunites and needs to keep a record of business won and lost.

You create an opportunity and quote for a customer. The customer decides to purchase elsewhere.

How should you record this?

a. Close the quote
b. Revise the quote
c. Close the opportunity
d. Delete the opportunity

Answer

A

a. Close the quote

Closing a quote allows the user to select lost as the close status reason and to close the opportunity. This keeps a record of lost business.

Revising a quote creates a new draft quote and does not change the status of the quote to lost.

An opportunity with a related quote cannot be closed, the quote must be closed first.

Deleting the opportunity will delete the opportunity and quote but will not keep a record of business lost.

Question 56

Q

Dynamics 365 Sales

A company uses Dynamcis 365 Sales. An employee fulfills an order. Which type of record can be created next?

a. quote
b. account
c. lead
d. opportuntiy
e. invoice

Answer

A

e. invoice

Invoice records can be created manually or can be automatically generated onthe fulfillment of an order.

Quote records can be generated from an opportunity or without association to na existing opportunity

Account records can be created manually or automatically created on the qualification of a lead record.

Opportunity records can be created manually or automatically created on the qualification of a lead record.

Question 57

Q

A company uses Dynamics 365 Sales. You activate a quote and present the quote to a prospect.

Which two actions can you perform next? Each correct answer presents a complete solution.

a. Create an order
b. Edit the quote
c. Create an invoice
d. Revise the quote

Answer

A

a. Create an order
d. Revise the quote

The quote is marked as won and an order is created when the prospect accepts it. The quote is revised when changes are made for it.

A quote cannot be edited once it has been presented to the prospect.

The quote can only be revised. An invoice is created from an order, not a quote.

Question 58

Q

Dynamics 365 Sales

A company uses Dynamics 365 Sales. You are integrating LinkedIn Sales Navigator.

What are two benefits of this integration? Each correct answer presents a complete solution.

a. Leads in Dynamics 365 Sales show potential matches in LinkedIn
b. Leads in Dynamics 365 Sales are automatically created
c. A user can send LinkedIn InMail messages from a Dynamics 365 Sales account record
d. Contact records in Dynamics 365 Sales are automatically updated from LinkedIn data.

Answer

A

a. Leads in Dynamics 365 Sales show potential matches in LinkedIn
c. A user can send LinkedIn InMail messages from a Dynamics 365 Sales account record

When LinkedIn Sales is integrated with Dynamics 365 Sales it shows potential matches with LinkedIn members on lead records.

When LinkedIn Sales Navigator is integrated with Dynamics 365 Sales a user can send LinkedIn InMail messages from an account record.

LinkedIn Sales Navigator does not automatically create leads in Dynamics 365 Sales.

LinkedIn Sales Navigator does not automatically updates contacts in Dynamics 365 Sales.

Question 59

Q

Dynamica 365 Sales

A sales team needs to receive notifications of activities as they approach their due dates.

Which feature should you configure?

a. call insights
b. conversation intelligence
c. assistant
d. email engagement

Answer

A

c. assistant

Assistant analyzes all the data at its disposal and generates a collection of action cards.

Call insights is a feature available in Customer Service Insights that allows supervisors to receive valuable information to coach agents.

Conversation intelligence is a feature available in Sales Insights that allows sales managers to receive valuable information to coach their sales teams.

Email engagement helps users create more effective email messages and learn how contacts are interacting with them.

Question 60

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. You need to train a new agent on the features of knowledge management.

Which two topics should you include? Each correct answer presents part of the solution.

a. Create knowledge articles
b. Use the knowledge search pane
c. Integrate knowledge articles with Microsoft Power Virtual Agent
d. Manage knowledge article categories

Answer

A

a. Create knowledge articles
b. Use the knowledge search pane

Agents can create knowledge articles.

Agents will need to know how to use the knowledge search pane.

Agents will not need to know how to create an integration with Power Virtual Agent. This would be the job for an administrator.

Article categories are managed by an administrator, not an agent.

Question 61

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. Per company requirement, customers can create a maximum number of cases per year. The number varies per customer.

How should you configure this requirement?

a. Use the default entitlement
b. Create an entitlement template
c. Define the key performance indicator (KPI) for a service-level agreement (SLA)
d. Create an entitlement

Answer

A

d. Create an entitlement

An entitlement records the number of cases or amount time a customer is allowed.

Default entitlement can be used for customers, but the number of cases allowed is the same for all customers.

Entitlement templates are used while creating entitlements and cannot be linked to a customer.

SLA KPI is a measure used on SLAs and is not relevant to entitlements.

Question 62

Q

Dynamics 365 Customer Service

You need to resolve a common customer issue while minimizing effort.

What should you use?

a. entitlement
b. knowledge article
c. recent cases
d. business process flow

Answer

A

b. knowledge article

Knowledge articles hold information useful to agents and customers in resolving their issues. Knowledge articles are created for commonly experienced problems and issues.

An entitlement specifies the amount of support a customer is entitled to and optionally their service-level agreement (SLA). An entitlement does not help an agent in resolving the issue.

The recent cases pane displays the most recent case for a customer. It does not show similar cases or help the agent in resolving the issue.

A business process flow assists the agent in the next steps to perform on a case but does not help the agent in resolving the issue.

Question 63

Q

Dynamics 365 Customer Service

A company uses Dynamics 365 Customer Service. An employee recently created a knowledge article that does not appear in the Power Pages portal.

What should you do to fix the issue?

a. Publish the article
b. Approve the article
c. Add at least one keyword to the article
d. Add at least one category to the article

Answer

A

a. Publish the article

Only published articles are shown in a portal.

Approved articles are not shown in a portal.

Keywords are not necessary for an article to be shown in a portal.

Categories are not necessary for an article to be shown in a portal.

Question 64

Q

Dynamics 365 Customer Service

A global company uses Dynamics 365 Customer Service. The company needs knowledge articles to be available in different languages on their Power Pages portal website.

What should you do?

a. Publish the article
b. Approve the article
c. Set the user’s default language
d. Set the organization’s default language

Answer

A

a. Publish the article

Articles must be published by default, to be displayed on the website.

Articles which are approved will allow the article to be translated. However, it will not automatically expose the article to the website.

Setting the user’s default language will allow users to create articles in their own language. However, it will not expose the article to the website.

Setting the organization’s default language will allow users to create articles in the default language of the organization. However, it will not expose the article to the website.

Answer 65

A

d. real-time notifications

As new conversations are received, Omnichannel notifies in real-time an agent to handle the conversation.

Sessions are available with Omnichannel but are also available with the Customer Service workspace, thus are a feature not solely available with Omnichannel.

IoT devices are a feature of Connected Customer Service.

Scheduling is a feature of Service Scheduling.

Answer 66

A

d. Dynamics 365 Omnichannel for Customer Service

Omnichannel for Customer Service contains an engagement hub that Power Virtual Agents chatbots can use to transfer conversation to a human agent. The chatbot’s conversation is preserved and is visible to the human agent.

LinkedIn Sales Navigator and Dynamics 365 Sales, Dynamics 365 Customer Insights - Journeys, and Customer Voice do not integrate with Power Virtual Agents.

Answer 67

A

a. Omnichannel historical analytics

Omnichannel historical analytics provide detailed conversations and topic analytics.

Customer Service historical analytics is used for the analysis of AI-generated conversation topics; the Customer Service historical analytics report does not provide information about conversations.

The Intraday dashboard is used for supervisors to track the status of the contact center’s KPIs.

The Ongoing Conversation dashboard provides information about conversations that agents are managing.

Neither the Intraday nor the Ongoing dashboards provide a detailed breakdown of conversations, and a breakdown

Answer 68

A

d. Posted

When a work order is set to Posted, an invoice is generated.

When a work order is scheduled, a related resource booking is created. The work has not yet been performed.

Approved is not a status for work orders. Approved is a status for time entries.

When the Completed status is set it signifies the work is complete but not ready for invoicing.

Answer 69

A

c. Dynamics 365 Field Service

Dynamics 365 Field Service includes the ability to schedule resources and equipment for a work order.

Dynamics 365 Customer Service includes the ability to schedule resources and equipment using service scheduling. Workers should use work orders which will not be scheduled via service scheduling.

Dynamics 365 Customer Insights - Journeys and Dynamics 365 Guides do not include the ability to schedule resources and equipment.

Answer 70

A

a. Inspections

Inspections can be configured to be completed for each work order and are available in the Dynamics 365 Field Service mobile app in offline mode.

Customer Voice allows surveys to be completed and can be configured to be associated with a Field Service work order but is not available in offline mode.

Incident types define the tasks, products, and effort that should be added to a work order.

Incident types will not allow engineers to complete surveys.

Work orders define the work that must be completed. Work orders will not allow engineers to complete surveys.

Answer 71

A

c. resources
e. work orders

Field Service scheduling is the process of booking resource(s) for work orders.

Resources are required for scheduling. Field Service scheduling is the process of booking one or more resources against a work order.

Work orders are required for scheduling.

Customer assets are equipment at customer locations where work orders are performed. Customer assets can be associated with work orders.

Incident types can be used to make the creation of work orders easier and quicker. Incident types are template work orders. Work orders can be created without an incident type.

Service tasks can be added to work orders and is the checklist that the technician will perform during a work order.

Customer assets, incident types, and service tasks are not needed to schedule the work order.

Answer 72

A

c. Resource Preference

Resource Preference records are used to specify which resource(s) should be used when scheduling

A Bookable Resource represents something that can be scheduled.

A Work Order contains details of a job that needs to be completed.

A Requirement Characteristic details the skills that a resource must possess and not a specific resource.

Answer 73

A

c. Service account
e. Work order type

Work orders can contain a large amount of information relating to the location and type of work to be performed as well as the customers preferences to be considered when scheduling the work order. However, only a few fields are mandatory and there is logic that prefills fields from the selected account and work order type.

The billing account, service territory, and price list are filled from the service account and work order type.

Because Dynamics 365 Field Service has to handle many different service scenarios, only the ** service account, work order type, and price list **are required to be able to create a new work order. The work order status defaults to Open – Unscheduled.

Answer 74

A

b. Dynamics 365 Customer Insights - Journeys

Dynamics 365 Customer Insights - Journeys enables users to manage events.

Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Remote Assist do not include event management capabilities.

Answer 75

A

b. Connect the lead to a contact or account

Lead scoring only works for leads that are associated with a contact or account.

Lead scoring does not require that leads have an email address or a business process flow.

Leads are scored according to all defined scoring models. They cannot be selectively associated with specific models.

Answer 76

A

b. customer journey

Customer journeys use segments and branching to send automated emails to contacts.

Business process flows are used to track internal processes, not automated emails.

Sequences can create automated emails, but not by using segments.

Workflows do not use segments in its automation.

Answer 77

A

c. Help define when a lead is likely to be sales ready

A lead scoring model assigns points for actions taken by leads and at a defined threshold the lead is set to sales ready

A lead scoring model does not provide an estimate of how much a lead is likely to spend.

A lead scoring model does not count the number of segments that a lead belongs to.

A lead scoring model does not provide an estimate of the probability that a lead will make a purchase.

Answer 78

A

a. Prioritize leads
b. Organize events

Dynamics 365 Customer Insights - Journeys can be used to prioritize leads.

Dynamics 365 Customer Insights - Journeys can be used to organize events.

Quote generation is available within Dynamics 365 Sales and is not available in Dynamics 365 Customer Insights - Journeys.

Sequences help sales managers enforce best practices by allowing the configuration of standard activities to be followed by the sales team.

Management of stakeholders and set up of the sales team is a feature available by default within the Dynamics 365 Sales module.

Answer 79

A

b. Use Dynamics 365 Customer Voice

Dynamics 365 Customer Voice provides features such as personalized surveys, insights, reports, and support for multiple channels including email, web, and mobile.

Dynamics 365 Customer Voice integrates with Dynamics 365 Customer Insights - Data, Dynamics 365 Customer Insights - Journeys, and other customer engagement apps to capture and analyze customer feedback.

Email is not the most efficient option, as it is difficult to collect and analyze feedback as compared to Dynamics 365 Customer Voice.

Phone Call is not the most efficient option as it is difficult to collect and analyze the feedback compared to Dynamics 365 Customer Voice.

Capturing the responses in the case record is not the most efficient option, as it does not provide rich features such as Dynamics 365 Customer Voice.

Answer 80

A

a. Apply routing rule
e. Route the case and select the team’s queue

Dynamics 365 Customer Service includes automatic case routing based on rulesets.

The Apply routing rule will add the case to the correct queue based on the rules defined.

The route case button allows the user to select a queue to route the case to.

Assigning a case changes the owner of the case; it does not change the queue the case is in.

Picking the case assigns the case to you and marks the case as being worked on in the queue.

Releasing the case removes the case from the queue, leaving the case not in any queue.

Sharing cases does not change the queue the case is in.

Answer 81

A

d. Dynamics 365 Omnichannel for Customer Service

Omnichannel for Customer Service contains an engagement hub that Copilot Studio bots can use to transfer the conversation to a human agent. The bot’s conversation is preserved and is visible to the human agent.

LinkedIn Sales Navigator and Dynamics 365 Sales, Dynamics 365 Customer Insights - Journeys, and Customer Voice do not integrate with Copilot Studio bots.

Answer 82

A

a. cases

The Active Conversation screen provides an overview of the selected customer. It is read only and provides information about cases, customers, timelines, and conversation history. It does not provide information about accounts or transcripts.

Answer 83

A

b. Monitor agent interations

The Omnichannel Ongoing Conversations dashboard enables the Omnichannel supervisor to monitor agent interactions.

The Omnichannel administrator configures routing for work items.

A user who is assigned the productivity tools administrator security role performs management of agent scripts.

Omnichannel agents can reassign work items to other agents in their group.

Answer 84

A

a. Add products
b. Add a quote

Note: Qualified lead = Opportunity

You should add products to the newly created opportunity for your solution that meet the customer’s requirements. This prices the opportunity.

You should add a quote to the opportunity. This action creates a quote and copies the details and products from the opportunity to the quote.

Creating a quote enables you to present your offer to the customer.

You should only create a sales order when the customer accepts the quote.

You should present the offer to the customer from an activated quote. An activated quote locks in product pricing.

Answer 85

A

b. Qualify a lead

Answer 86

A

a. Create an order
d. Revise the quote

The quote is marked as won and an order is created when the prospect accepts it.

The quote is revised when changes are required for it.

A quote cannot be edited once it has been presented to the prospect.

The quote can only be revised. An invoice is created from an order, not a quote.

Answer 87

A

d. auto capture

Auto capture shows relevant untracked emails from the user’s Exchange mailbox on the timeline of an opportunity.

Notes analysis suggests actions based on activities recorded against a customer.

Email engagement shows message interactions – such as clicking on links and opening attachments rather than messages.

Assistant shows suggested actions and reminder cards.

Notes analysis, email engagement, and assistant do not show messages from Exchange.

Answer 88

A

b. Assistant

The Assistant combines and analyzes data to generate action cards.

Action cards help to ensure that you do not miss deadlines or appointments and notify you of important customer information.

Auto capture suggests email messages and appointments from your Outlook account inside Dynamics 365 Sales.

Predictive lead scoring helps you to focus on revenue generation efforts by providing a score to prioritize efforts on quality leads.

Talking points displays topics to start a conversation with your customer such as sports, vacation, family, or entertainment.

Answer 89

A

a. Prioritize efforts on leads more likely to qualify
d. Provide suggestions when creating activities

Sales Insights includes predictive lead scoring, allowing sellers to focus on the leads that will be qualified more easily with higher values.

Sales Insights generates intelligent suggestions when creating activities by analyzing notes captured in Dynamics 365 Sales.

Dynamics 365 Customer Voice captures and analyzes feedback from survey responses using sentiment analysis.

Dynamics 365 Customer Insights - Data merges data from multiple sources to create unified customer profiles.

Answer 90

A

b. Prepare for sales meetings
c. Summarize email conversations
d. Track emails to Dynamics 365 Sales

Copilot for Sales uses AI to assist sellers through creation of email conversations and preparation documents for sales meetings.

Copilot for Sales can also create records in Dynamics 365 Sales, including tracking emails, into Dynamics 365 Sales and then link the emails to records in Dynamics 365 Sales data.

Auto capture is a feature of Dynamics 365 Sales Insights that displays untracked emails in the record timeline in a Dynamics 365 Sales form.

Dynamics 365 App for Outlook is a separate app that bridges the gap between Outlook and Dynamics 365 Sales data.

Answer 91

A

c. Link the inspection records to service task types

Inspections must be linked to service task types.

Inspections cannot be linked to work orders, service task types, or bookings.

Answer 92

A

d. Posted

When a work order is set to Posted, an invoice is generated.

When a work order is scheduled, a related resource booking is created. The work has not yet been performed.

Approved is not a status for work orders. Approved is a status for time entries.

When the Completed status is set it signifies the work is complete but not ready for invoicing.

Answer 93

A

d. LinkedIn Sales Navigator

LinkedIn Sales Navigator unlocks the full sales potential of LinkedIn with a powerful set of search capabilities, visibility into extended networks, and more.

Sales Insights extends the native sales app to add additional AI capabilities which improve the sales experience.

Call insights is a feature available in Customer Service Insights that allows supervisors to receive valuable information to coach agents.

Conversation intelligence is a feature available in Sales Insights that allows sales managers to receive valuable information to coach their sales teams.

Answer 94

A

a. account
b. contact

Account represents a company or organization which can be a customer.

A contact represents a person who can be a customer.

A lead does not represent a customer; it stores details of possible interest and cannot be used as a customer in other records.

An opportunity does not represent a customer; it stores details of a potential sale and cannot be used as a customer in other records.

Answer 95

A

c. loyalty points earned
e. total transaction value

Measures can be created from customer attributes and activities.

Loyalty points earned and total transaction value are some of the template measures for which you can create measures.

Activities are interactions, such as purchases, shown in the timeline. You can create measures using activities, but activities are not measures.

Brands and interests are enrichments that are added to customer profiles based on similar customer profiles.

Answer 96

A

c. Microsoft Azure Machine Learning

Custom models created with Azure Machine Learning can be imported and used in Customer Insights – Data predictions.

The prebuilt and customizable AI models in Azure AI services (formerly named Azure Cognitive Services) cannot be used with Customer Insights – Data.

Power Platform AI Builder models are not available in Customer Insights - Data.

Azure Databricks, an Apache Spark-based machine learning platform, cannot be used with Customer Insights – Data.

Answer 97

A

b. enrichment
d. segment

Segments in Dynamics 365 Customer Insights – Data are used to group contacts based on demographics, and transactional or behavioral attributes.

Customer profiles can be enriched to include brand affiliations, and this can be a factor when creating a segment.

Activities and measures can also be created, which provide additional insights. However, activities and measures will not enable brand affiliations to be identified or allow creation of a group of contacts.

Answer 98

A

d. Define customer activities

Customer activities allow actions and events performed by the customer to be visible on the customer profile.

The customer profile can be enriched with additional data from Microsoft and machine learning models. However, this will not be a part of the timeline or be visible on the profile in a chronological order.

Measures allow the unified data from the customer profile to be used to assess business performance and customer behaviors but are not visible on the customer profile’s timeline.

Relationships are a part of unifying the data to create a customer profile.

Answer 99

A

b. queue
d. routing rule set

Queues are used to organize work and group support requests. You create a queue for cases to be handled by the specific support team.

Routing rule sets are used to route cases to the appropriate agent or queue. You create a routing rule set to route cases for the relevant customers to the relevant queue.

Service-level agreements provide targets for when a support request must be responded to or resolved.

Entitlements track the amount of support a customer is allowed.

Service-level agreements and entitlements are not relevant to who provides the support.

Answer 100

A

c. only for cases that are not linked to an entitlement

When a case is not linked to an entitlement, then the default SLA is used.

When a case is linked to an entitlement that has an SLA linked to it, then the SLA on the entitlement is used.

The default SLA is not used on all cases, it is only used when a case is not linked to an entitlement or when the case is linked to an entitlement that is not linked to an SLA.

Answer 101

A

a. brands
d. measures

The customer profile tile shows the customer attributes, activity timeline, brands, and measures.

The filter is available on the Customers page.

Segments are created from the customer profiles based on customer attributes, but the segments associated with a customer profile are not displayed on the customer profile tile.

Matching rules are used for the unification of data to create customer profiles, but the rules are not displayed on the customer profile tile.

Answer 102

A

a. crew
c. pool

Crews are a resource type that can be scheduled.

Pools are a resource type used as a placeholder until a defined resource is selected.

Warehouse is a field on the resource record that defines where parts will come from.

Organizational units define where the resource will start/end their day at.

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