Weitere Fragen 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
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
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/collaborate-with-colleagues-using-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
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
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:
Include changes as part of the default solution. [unmanaged]
Remove changes by uninstalling the solution. [managed]
Ensure ability to maintain customizations of needed. [unmanaged]
Prevent others from making changes to the solution. [managed]
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: Relationship types: N : N 1 : N N : 1 Scenario: A doctor with multiple patients Operating rooms and doctors
A doctor with multiple patients [1 : N]
Operating rooms and doctors [N : N]
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:
Display System posts [Timeline]
Display activities [Lists]
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.
Ensure the template does not open with data beyond their access level. [Save source data with file is unchecked.]
Ensure the template displays the user’s current data. [Refresh data when opening file is checked.]
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
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/manage-access-apps-security-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:
TBD
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:
Case Type - Requirement
Case Type A - A new case form that includes a timeline.
Case Type B - A new case form that includes a business process flow.
Case Type C - A new case form that can display case data on an interactive dashboard.
Case Type D - A new mobile-friendly case form that requires minimal fields for record creation.
Case Type E - A new mobile-friendly form that displays the subject, case title, and status fields from a parent case.
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:
TBD
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-design-forms
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: Requirement: Add a tag chart by using opened cases. Add a stacked column chart shared with your team. Add a Microsoft Power BI visualization. Add a chart from a view that a user creates. Add a doughnut chart that shows cases by owner. Component Type: System chart Personal chart Area chart
Add a tag chart by using opened cases. [System chart]
Add a stacked column chart shared with your team. [Personal chart]
Add a Microsoft Power BI visualization. [System chart]
Add a chart from a view that a user creates. [Personal chart]
Add a doughnut chart that shows cases by owner. [System chart]
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: QUESTION DID NOT SHOW THE OPTIONS
Answer : Explanation
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/mobile-app/troubleshooting-things-know-about-phones-tablets
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.
Answer : A
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-rules-recommendations-apply-logic-form
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:
QUESTION DID NOT SHOW THE OPTIONS
TBD
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:
APPS:
Project Service Automation
Field Service
Sales Customer
Service
FEATURES:
Prospect to Cash Process
Case Management
Work Breakdown Structure
Customer Asset Management
Prospect to Cash Process [Sales]
Case Management [Customer Service]
Work Breakdown Structure [Project Service Automation]
Customer Asset Management [Field Service]
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
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:
- Create an email template for the Case.
- Add data values from the Case entity.
- Add data values under the Contact entity related to the Account.
- Save the template.
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:
Be triggered when a condition is met. [Subject Contains data.]
Run immediately. [Configuire the workflow to run now.]
Perform an action when a condition is met. [Send an email.]
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service administrator for Contoso, Ltd. A user named Elizabeth Rice signs in to Dynamics 365 by using the following sign in name: Elisabeth.Rice@contoso.com. After marriage, Elisabeth changes her legal name to Elisabeth Mueller. You need to update the sign in name for the user without losing any application history. Solution: Change Elisabeth’s username in the user record from Dynamics 365.
Does the solution meet the goal?
A. Yes
B. No
Answer : A References: https://support.microsoft.com/en-us/help/930853/how-to-change-the-user-name-and-the-logon-name-for-a-user-record-in-mi
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:
TBD
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:
TBD
You are a Dynamics 365 for Customer Service system administrator.
Your organization does not permit the use of custom code for solutions.
You need to create a view that can be viewed by all users in an organization.
Where should you create the view?
A. Templates area
B. System Settings
C. App Designer
D. Advanced Find
Answer : C
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-edit-views-app-designer
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:
TBD
You are a Dynamics 365 Customer Service system administrator. You export a solution containing customization from the development environment and import the solution into a quality assurance environment.
You need to allow removal of the customization and solution from the quality assurance environment.
What should you do?
A. Export the solution as managed.
B. Update the publisher prefix to new.
C. Publish all customizations.
D. Export the solution as unmanaged.
Answer : A
You are a Dynamics 365 administrator for a veterinarian clinic.
On the client appointment form, there is a dropdown field for clients to select their type of pet. If a client selects the option Other, the veterinarian wants a text field to appear so that additional details can be added.
You need to create a dynamically visible field.
What should you configure?
A. business rule
B. workflow
C. business process flow
D. field visibility on the form
Answer : D
References:
https://www.sherweb.com/blog/dynamics-365/configuring-business-rules-within-microsoft-dynamics-365-crm/
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.
You need to set up annual surveys.
What should you do?
A. Enable Voice of the Customer.
B. Use dialogs.
C. Enable Customer Insights.
D. Install a custom workflow solution.
Answer : A
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-basic-survey
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.
You need to ensure that attendance records contain the proper default values.
What should you do?
A. a workflow
B. a field mapping
C. a business process flow
D. a business rule
Answer : B
You are a Dynamics 365 for Customer Service administrator. Sales team members record leads in a Microsoft Excel workbook after conferences.
The system must prevent the addition of duplicate leads from the workbooks.
Sales team members must be able to manually create a duplicate lead record.
You need to configure duplicate detection settings.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Create a duplicate detection job for all active accounts.
B. Set the value of When a record is created or updated to on.
C. Set the value of When a record is created or updated to off.
D. Set the value of Enable duplicate detection to off.
E. Set the value of During import to on.
Answer : A;E
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:
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:
TBD
