Study Deck 1 Flashcards
You are a Dynamics 365 for Customer Service system administrator.
Compliance standards require that entities and fields with Auditing set to On are recorded. You have configured all settings to the default settings and have set
Global Auditing to On.
You need to verify compliance standards.
Which data items will be included in the audit log?
A. Microsoft Office 365 activities
B. all entities and fields
C. entities and fields with auditing enabled
D. user access information only
Answer : C. entities and fields with auditing enabled
A company identifies a new opportunity.
Sales associates must collaborate to convert the opportunity to a sale. All associates have access to Microsoft SharePoint, but some associates do not have access to Dynamics 365 for Sales.
You need to ensure that users can collaborate on a single platform that directly integrates with Dynamics 365 data.
Which tool should you use?
A. Microsoft OneDrive for Business
B. Microsoft Skype for Business
C. Microsoft Office 365 Delve
D. Yammer
E. Microsoft Office 365 Groups
Answer : E - Microsoft Office 365 Groups
You are a Dynamics 365 for Customer Service system administrator.
A user experiences slow performance when using Dynamics 365.
You need to check the latency of the environment.
What should you do?
A. Use the organization Insights tool.
B. View the Health section of Microsoft Office 365 Admin portal.
C. View the Power platform Admin center.
D. Run the Dynamics 365 Diagnostics tool.
Answer : D - Run the Dynamics 365 Diagnostics tool.
References:
https://community.dynamics.com/365/customerservice/f/763/t/285347
You are a Dynamics 365 for Customer Service system administrator.
You need to implement a Dynamics 365 portal that allows customers to perform the following tasks:
-> Post product experience information to forums.
-> Enter issues in an online support center.
Enter ideas for future products.
Which type of portal should you implement?
A. Partner
B. Customer Self-Service
C. Employee Self-Service
D. Community
E. Custom
Answer : B - Customer Self-Service
DRAG DROP -
You have a Dynamics 365 for Customer Service tenant that has one Sandbox instance and multiple Production instances.
You need to import changes from the Sandbox instance to each of the Production instances with different requirements.
Which types of solutions should you use? To answer, drag the appropriate solution types to the correct requirements. Each solution type 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:
Answer :
DRAG DROP -
A hospital uses Dynamics 365 Customer Engagement. The scheduling department schedules doctors for surgeries.
You need to configure relationships between doctor and patient records.
From the doctor entity, which relationship types should you use? To answer, drag the relationship types for the correct scenarios. Each relationship type 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:
HOTSPOT -
You are a Dynamics 365 for Customer Service administrator.
A user must be able to view system posts and activities in a dashboard.
You need to create the dashboard for the user.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Answer :
DRAG DROP -
You are a Dynamics 365 administrator. An Excel template with a pivot table is created for opportunities by a manager.
When a salesperson opens the Excel template in the My Opportunities view, they observe the following issues:
-> The salesperson can view information for all salespeople.
-> The salesperson does not see their current data.
You need ensure the salesperson can only see their information.
Which Excel PivotTable attributes should you use? To answer, drag the appropriate attributes to the correct settings. Each attribute 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:
Answer :
You are a Dynamics 365 for Customer Service system administrator. You create an app for the sales team.
Members of the sales team cannot access the app.
You need to ensure that sales team members can access the app.
Where should you configure app permissions?
A. Dynamics administration center
B. Manage Roles
C. Dynamics 365 home
D. Security Roles
Answer : B - Manage Roles
HOTSPOT -
You are a Dynamics 365 for Customer Service system administrator.
You are unable to import a translation file.
You need to determine if the file being imported is of the right type and format, and that the file conforms to maximum field length requirements.
Which parameter should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Requirement Parameter
File Type .csv
.zip
.xml
.xlsx
File Format single file formatted with translation and entity information
same format as the exported file
two files formatted the same as exports but imported in the correct order
same format as the Content_Types file
Max. Field Length 50
100
250
500
Answer:
Notes:
They are importing a translation file. The only accepted format is .zip with no text over 500 characters long -
DRAG DROP -
You are a Dynamics 365 for Customer Service help desk administrator.
Cases entered in forms require different types of data to be stored in different types of fields.
You need to create forms for each of the following case types:
Which form types should you create? To answer, drag the appropriate form types to the meet the data entry requirements. Each source 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:
Answer:
A: Main
B: Main
C: Card
D: Quick Create
E: Quick View
HOTSPOT -
You are a Dynamics 365 help desk administrator.
You need to create a dashboard that displays information on help desk cases that are handled each week.
Which dashboard components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
HOTSPOT -
You are a Dynamics 365 for Customer Services system administrator. Sales team members access Dynamics 365 by using a tablet device.
Sales team members report several issues when they access Dynamics 365.
You need to resolve the issues.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
- Log off and back on.
- The form is not set as the first form in the entity.
- Restart the app. you can find the errors here:
You are a Dynamics 365 for Customer Service system administrator. You create a business rule for the Case form. The business rule marks some fields as required when the Created On date field does not equal the Modified On date field.
You activate the business rule. The form does not mark the specified fields as required when the condition is met.
You need to determine the cause of the issue.
What is the cause?
A. the Created On and Modified On date fields are not included on the form.
B. the Created On and Modified On date fields are in a hidden tab on the form.
C. Created On and Modified On are system fields and cannot be used in business rules.
D. the fields to be required are set to Optional at the field property level.
DRAG DROP -
You are a Dynamics 365 for Customer Service system administrator.
When a customer case is assigned to a new representative, the system must send an email to the customer to alert them about the change.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:
Response should be these 4 steps in this order:
- Create a New process that includes a Category Workflow and an Entity Case
- For the Start when condition, select Record is Assigned
- Add condition and send email steps
- Set the property to Configure email with desired fields.
DRAG DROP -
An organization plans to deploy Dynamics 365.
You need to ensure that the organization can track the following information:
-> Prospect to cash process
-> Customer service cases
-> Work breakdown structure
-> Serviceable assets for customers
Which apps should you implement? To answer, drag the appropriate apps to the correct features. Each app 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:
Answer :
You are a Dynamics 365 for Customer Service system administrator. You create a custom entity named Buildings and add it to the Sales app.
When a user views the Buildings form, a field for Location is missing. You create the field, but the user cannot see it.
You need to make the Location field visible to the user.
What should you do?
A. Add the Location field to the Buildings view.
B. Publish customizations.
C. Change privileges to the user’s security role.
D. Create a new Buildings form.
Answer : B - Publish customizations.
DRAG DROP -
You are a Dynamics 365 for Customer Service administrator for a help desk.
Help desk representatives need to send emails to all contacts that are associated with cases. The emails must provide the status for the case, use similar formatting, and include the following information:
-> Contact name
-> Case number
-> Case title
-> Case status
-> Representative name
You need to create an email template for the system.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:
Answer:
HOTSPOT -
You are a Dynamics 365 Customer Engagement administrator. You create workflows to automate business processes.
You need to configure a workflow to meet the following requirements:
-> Be triggered when a condition is met.
-> Run immediately.
-> Perform an action when a condition is met.
How should you configure the workflow? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Answer :
HOTSPOT -
You set up a new instance of Dynamics 365 for Customer Service.
Users report a variety of issues working with cases on mobile devices.
You need to configure the mobile app to be able to view cases.
NOTE: Each correct selection is worth one point.
Hot Area:
Answer :
DRAG DROP -
You are a Dynamics 365 for Customer Service developer.
A salesperson creates a chart.
You need to ensure that the chart is available to all users on the team.
Which actions should the salesperson perform? To answer, drag the appropriate actions to the correct users. Each action 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:
Answer:
HOTSPOT -
You are a Dynamics 365 for Customer Service developer.
You need to create a report that shows annual customer growth from 2012-2018. The report must be printable and must include company branding.
Which reporting options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Answer:
DRAG DROP -
You import data into Dynamics 365 for Customer Service by using the Import Data wizard.
Errors occur when you try to import the following data lines:
“Fabrikam, Inc.’, “123 Main Street’
Company Name, Address, City, State/t
You need to identify the cause of the errors.
What error types have occurred? To answer, drag the appropriate error types to the correct data. Each error type 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:
HOTSPOT -
You are the system administrator for Dynamics 365. You add a custom URL field for the Account entity.
You need to make changes to a custom field.
Which four fields can you change after the initial change? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
What can be changed after field is created:
- Display Name
- Field Requirement (Optional/Business Required/Business Recommended) 3.Searchable Optionset
- Field Security Radio Button
- Auditing Radio Button
- Sortable in Interactive Experience Dashboard
- Maximum Length
- IME Mode
What CANNOT be changed after the field is created:
- Data Type Cannot be changed (Single line of text/Option Set/Whole Number etc.)
- Field Type Cannot be changed (Simple/Calculated)
- Format Cannot be changed (URL/Text/Email etc.)
DRAG DROP -
You are a Dynamics 365 for Customer Service system administrator.
A user creates a duplicate account record with an updated email address.
You need to remove the duplicate record and update the primary record with the new email address.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:
Answers:
Account
Count:All
Owner
Address 1: State/Province
HOTSPOT -
You are a Dynamics 365 for Customer Service system administrator.
You enable the Quick Find view to look up First Name, Last Name, Email, and City on the Contact entity.
You need to identify where the Quick Find search will be used.
NOTE: Each correct selection is worth one point.
Hot Area:
DRAG DROP -
You are a Dynamics 365 for Customer Service system administrator. You have a data file that contains a list of accounts which must be important into the system.
You need to import the accounts by using the Import Data wizard.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:
Answer:
- Set the Delimeter setting
- Select the data map
- Confirm and address issues with the field mapping
- Select the appropiate setting Allow Duplicates property
Case Study -
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other question on this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study -
To display the first question on this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background -
Current processes -
Dynamics 365 -
Lamna has been using Dynamics 365 and Microsoft Office 365 for three years. Access to Dynamics 365 is limited to childcare workers. Support staff only have access to Office 365 applications.
There is a high turnover rate among childcare workers, so there is often a rush to hire replacements. Childcare workers are often hired on weekends and start work the following Monday.
The administrator maintains a list of apps that are approved for use and makes the list available to all Dynamics 365 users.
Child registration -
When a parent registers a child, workers collect information such as known allergies, emergency contact information, list of medications, and scans of signed consent forms for the child. Additional information is collected through the year including field trip consent forms and an annual feedback.
Intake -
Every day an employee records each child’s arrival time, departure time, and the name of the person who picked up the child in an attendance log. Each record includes a field to enter emergency contact information for the child. This field often remains blank since the childcare worker is too busy to populate this information.
Attendance records are created from a child record. The supervisor reviews an attendance log at the end of day for each team of workers.
Reports -
Reports are created from Microsoft Word templates for the healthcare workers and documents are stored in Microsoft SharePoint.
You create a Child Attendance report and complete testing of the report in a sandbox environment. The report is ready for deployment to the production environment.
Requirements -
Attendance -
The child attendance log must be accessible by all staff members. A Child Attendance report is also required, as this information is often accessed at the parent’s request. All fields for collecting additional information must be hidden by default.
In order to make the process of recording attendance information more efficient, workers must create an attendance record for each child and add the child to the record.
If a child is not picked up by 6:00pm, a text message must be sent to the parents notifying them of additional charges for late pickup. Microsoft Flow is used to deliver text messages to parents about additional charges for late pickup.
Medication -
Complex information such as medications must be contained in a sub-grid on the child’s record.
When children change age groups, all of their records must be available to the new team of childcare workers. A child’s medication record must no longer be viewable by the previous group of childcare workers.
System customization -
All customization and testing are performed in the sandbox environment and then moved to production. To simplify management of Dynamics 365, Lamna
Healthcare keeps all components in the default solution but maintains a unique prefix. Dynamics is a non-code environment.
Option sets must be used whenever possible. For example, the allergies field displays a list of common allergies. You must include an option named Other in each option set to allow users to enter a value that is not available in the option set. When Other is selected, the form must display a text field that requires entry.
Problem statements -
Parents of a child named Elizabeth recently changed her surname. The parent hands in a field trip consent form that includes the new surname. The support worker cannot find the child in the system.
Users report having to sign back into the system very frequently, often multiple times during the course of a period of usage.
When children move to new age groups, medication records for the child are not visible to the new group’s childcare workers.
DRAG DROP -
You need to prompt the caseworker when populating the allergies field.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:
Answer:
Set a default value for the field.
Add a condition.
Set the text visibility to true.
HOTSPOT -
You are a Dynamics 365 for Customer Service administrator. You install the Gamification solution for Dynamics 365.
Users must be granted the minimum privileges required to perform tasks.
You need to assign minimal security roles to users.
Which security roles should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Answers:
1. Dynamics 365 System Administrator
Explanation:
Activate the Gamification portal for your organization
- In Microsoft Dynamics 365, go to Settings > Solutions, and then double-click the Gamification solution.
- Click Start Activation, and then sign in with your admin credentials.
- Accept the disclaimer, and then provide a Name and a Location for your instance of the Gamification portal.
- Click Register to start the activation and obtain the security key.
- Copy the Security Key, and then paste it in the input box.
- Click Authorize to complete the connection between Dynamics 365 for Customer Engagement and Dynamics 365 - Gamification.
2. Dynamics 365 System Administrator
Explanation:
After users are imported, an administrator can change the security role of the users directly in the connected Dynamics 365 for Customer Engagement organization.
3. Game Manager
Explanation:
A commisioner or game manager can create a game, but KPI’s are created by user who has the Game Manager security role assigned
4. User
5. Commissioner
Explanation:
Only the Commissioner security role can import players and fans from Dynamics 365 apps and manage their security roles.
https://docs.microsoft.com/en-us/dynamics365/gamification/understand-security-roles
Answer:
User
Position
HOTSPOT -
You are a Microsoft 365 administrator. You create a Dynamics 365 online tenant in the environment.
You must assign users into Office 365 security roles using the principle of least privilege.
You need to assign security roles for users.
Which role should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Configure Server-Side Sync: Dyn 365 Admin.
Allocate user: Global Admin.
Configure new Instances: Dyn 365
Admin Backup and restore: Dyn 365 Admin
