MB 910 - Ordering/ Matching

A company implements Dynamics 365 Sales. You need to recommend the features to implement that meet the following requirements: ✑ Display a landing page when a sales manager signs in that shows the pipeline, top leads, open opportunities, and won opportunities. ✑ Display an interactive list that allows sales representatives to see details for their accounts including the name, address, phone number, contact, and last contact date for the account. Allow sorting by any column. Which features should you recommend?

- Display a landing page when a sales manager signs in that shows the pipeline, top leads, open opportunities, and won opportunities: Dashboard - Display an interactive list that allows sales representatives to see details for their accounts including the name, address, phone number, contact, and last contact date for the account. Allow sorting by any column: View

A company uses Dynamics 365 Customer Insights. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Dynamics 365 Customer Insights can combine data from multiple sources into a single view: YES - Match conditions in Dynamics 365 Customer Insights determine which data is included in the unified profile: YES - Dynamics 365 Customer Insights can merge records: NO

A company has implemented Dynamics 365 Marketing. You need to implement apps to meet the company's business requirements. Which app should you use?

- Dynamics 365 Customer Voice - LinkedIn Campaign Manager - Dynamics 365 Customer Insights

A company purchases Dynamics 365 Sales and Dynamics 365 Marketing. The company wants to be able to host webinars and events but is concerned about controlling costs. You need to recommend solutions to meet the company's requirements. Which products should you recommend?

- Dynamics 365 Marketing - Dynamics 365 Marketing

You are investigating the reporting capabilities for Dynamics 365 applications. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Each Dynamics 365 application contains unique data that is accessible only from reports embedded within those applications: NO - The Dynamics 365 Report wizard can be used to create reports by using the data from Dynamics 365 applications: YES

All employees at a company use Office 365. You are setting up Dynamics 365 Sales for the company. Only some employees will have licenses for Dynamics 365 Sales. You need to recommend solutions for the company. What should you recommend?

- Ensure that all employees can participate in the lead qualification process: Microsoft Teams - Display the latest news about the currently selected Lead record to Dynamics 365 Sales users: LinkedIn Sales Navigator - Acquire relevant account information from Dynamics 365 Finance: Dual-write

All employees at a company use Office 365. You are setting up Dynamics 365 Sales for the company. Only some employees will have licenses for Dynamics 365 Sales. You need to recommend solutions for the company. What should you recommend?

- Ensure that all employees can participate in the lead qualification process: Microsoft Teams - Display the latest news about the currently selected Lead record to Dynamics 365 Sales users: LinkedIn Sales Navigator - Acquire relevant account information from Dynamics 365 Finance: Microsoft Dataverse

A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Field agents can perform maintenance on customer assets. You can see availability of these agents and schedule them to perform the maintenance during quarterly customer visits: YES - Technicians can be redirected from schedules appointments when emergencies arise in their area and their existing appointments can be rescheduled: YES - You can manually assign lead technicians to oversee large-scale emergency service calls: YES

A company plans to implement Dynamics 365 Field Service. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Images can be added to an inspection when using the mobile app: YES - Inspections can be completed without internet connectivity: YES

You are using Dynamics 365 Field Service inspections. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Inspections can be completed without internet access: YES - Inspections require new tables and columns: NO - Images can be added to an inspection: YES

You plan to use Dynamics 365 Customer Voice to gather customer feedback for three different lines of business. You need to determine how each requirement will be fulfilled. Which objects should you use?

- Keep survey responses from each line of business separate from one another: Project - Calculate the effectiveness of a survey: Metric

A company uses Dynamics 365 Field Service. The company manufactures and sells medical equipment to hospitals. The company also manufactures parts for all equipment they sell. You need to ensure that you can track equipment inspections, maintenance, and repairs. You must also be able to provide a replacement for faulty equipment that cannot be repaired on site. What should you use?

- Keep track of equipment inspections, maintenance, and repairs: Asset management - Provide a replacement for faulty equipment that cannot be repaired on site: Return merchandise authorization

A customer plans to use knowledge articles to share information as cases are resolved. For each of the following statement, select Yes if the statement is true. Otherwise, select No.

- Knowledge article authors can attach pictures to knowledge articles: YES - Knowledge articles are available to others immediately after an agent creates and saves them: NO - Seasonal articles can be removed from circulation after a certain date: YES

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Knowledge articles are available to all users once they are created: NO - Users can search for knowledge articles from Dynamics 365 Customer Service and the customer portal: YES - Knowledge articles can have multiple versions: YES

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Knowledge management sources are limited to the current Dynamics 365 Customer Service organization: NO - A copy of a knowledge base article can be sent using email from the Dynamics 365 Customer Service app: YES - Knowledge base article content is limited to text with basic formatting: NO

A company that provides house cleaning services uses Dynamics 365 Customer Service. The company wants to set up service scheduling. The company needs to gather the following information: • Cities in which services are offered. • Personnel and equipment needed to perform services. • Availability of personnel. You need to recommend configuration options. Which configuration option should you recommend?

- List of cities: Organizational units - Personnel: Resource groups - Personnel availability: Work hours

A company schedules technicians by using Dynamics 365 Field Service. You need to demonstrate to the customer which tools are used for the different scheduling types. Match each tool to its scheduling type.

- Manual: Scheduling board - Semi-Automated: Schedule assistant - Fully Automated: Resource scheduling optimization

Marketing team members must be able to group related customers for campaigns, market research, and surveys. What should you recommend?

- Marketing list only - Marketing segment or marketing list

You plan to use Dynamics 365 Connected Field Service. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Microsoft Azure is required to use Dynamics 365 Connected Field Service: YES - Rules can be configured to determine which Internet of Things (IoT) error messaged create IoT alerts: YES - All IoT alerts need to be analyzed manually before acting: NO

A company implements Dynamics 365 Customer Service. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Microsoft Excel can be used to update row information: YES - Changes that are saved in Microsoft Excel Online update rows in Dynamics 365 Customer Service: YES - Data can be exported only by using a system view: NO

A consulting firm uses Dynamics 365 Project Operations to manage the following types of work for clients: ✑ Monthly bookkeeping services that take four hours ✑ Yearly tax filings with variable hours that are based on a client's needs for one year Reimbursements for unplanned government filing fees You need to create opportunity rows. Which type of service should you use for each type of work?

- Monthly bookkeeping services that take four hours: Project-based service with Fixed Price billing method - Yearly tax filings with variable hours that are based on a client's needs for one year: Project-based service with Time and Material billing method - Reimbursements for unplanned government filing fees: Product as Write-In Product

A company plans to implement Omnichannel for Customer Service. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Omnichannel for Customer Service allows you to integrate chatbots that can communicate with customers: YES - Agents can only participate in one session at a time: NO - Supervisors can monitor agent conversations only when an agent invites the supervisor to the conversation: NO

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Omnichannel requires separate workstreams for each channel that is used: NO - When an Omnichannel agent reaches capacity, the agent status shows as available: NO - Call assignments are automatically set to round robin and cannot be changed: NO

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Once prerequisite segments are set up, a customer journey starts by defining the audience. YES - The audience in a customer journey can contain contacts and leads. NO - Using a customer journey, an audience member can receive an email immediately after a form is submitted. The audience member can receive another email one week later without a separate trigger. YES

An air-conditioning repair company uses Dynamics 365 Field Service. Customers and users report several issues. What should you use to resolve each issue?

- One repair person is not listen on the schedule. You need to ensure that the person is listen on the schedule: Bookable Resource - A customer wants to ensure that the air-conditioning system is repaired quickly even if it breaks down white they are away from home: Connected Field Service

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Opportunity stakeholders only represent users who need access to a record: NO - Opportunities can be edited only by users who are part of that record's sales team: YES - An opportunity stakeholder is an example of a connection role: YES

A company plans to use Microsoft Dynamics 365 Marketing. You need to describe app event functionality. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Payment gateways can be configured to work with an event website: YES - Microsoft Teams webinars can be created from Dynamics 365 Marketing: YES - Attendees can book hotel rooms through an event website: YES

A company uses Dynamics 365 Customer Voice. You need to distribute surveys to different groups of anonymous users by using built-in tools. Which distribution methods should you use?

- People walking by a booth at a trade show: QR code - Anonymous visitors to a Microsoft Power Pages portal: Embed in a web page

You use Dynamics 365 Customer Service. You plan to configure service-level agreements (SLAs) for cases. Which feature should you use?

- Prevent enforcement of the SLA terms while waiting for additional information from a customer: Allow Pause and Resume - Send an email when a case is at risk for non-compliance with an SLA: SLA actions

A company plans to use several Dynamics 365 apps for business operations. The company plans to use Microsoft Power Platform services to meet several business requirements. Match each requirement to the Power Platform service.

- Provide data storage for Dynamics 365 apps: Microsoft Dataverse - Provide reporting for Dynamics 365 apps and external systems: Power BI - Answer customer questions in a conversational format: Power Virtual Agents - Capture input by using a multi-step form: Power Automate

A company uses Dynamics 365 Field Service. The company uses a manual process to create and schedule work orders. The company wants to optimize scheduling and reduce assisted support costs. You need to recommend appropriate features of Dynamics 365 Field Service to meet the requirements. Which feature should you recommend?

- Redirect a field technician to handle high-priority emergency jobs: Universal Resource Scheduling - Reduce field technician travel time by scheduling the technician to handle work orders for the closest customers: Resource scheduling optimization - Proactively detect issues in devices and reduce costs associated with assisted service: Connected Field Service

A company is evaluating Dynamics 365 Field Service. The company must be able to manage technicians that perform onsite repairs at client offices. You need to understand which product features are available to meet the requirements. Which feature should you use?

- Relate an account to a pending job: Work order - Diagnose a problem by using a list of questions: Inspection

A customer purchases Microsoft 365 and Dynamics 365 Sales. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Salespeople can only use Microsoft Teams to call customers who also use Teams: NO - Executives must have Power BI desktop installed to view Power BI reports shared with them: NO - Salespeople can share notes within Dynamics 365 Sales using OneNote: YES

A company implements Dynamics 365 Sales. Users are unsure how to perform various tasks. You need to recommend features to help the company configure the system. What should you recommend?

- Schedule follow-up appointments: activities - Display all appointments and sales orders for a day on a single page: dashboards - Configure a dashboard component that displays a list of quotes for the last quarter: views

A company plans to use Dynamics 365 Customer Voice to send surveys. Surveys must be able to capture responses in a format suitable for reporting. You need to identify which question type to use for each use case. Which question types should you use?

- Select one or more preset answers to a single question: Choice - Choose how likely a service would be recommended: Net promoter score

A company plans to implement a solution to send a survey after a case is closed. The survey tool must send the survey with the case number, contact name, and results linked to the case record. You need to create the survey. Which tools or components should you use for each requirement?

- Select the survey tool: Dynamics 365 Customer Voice - Create the name and case number fields: Variable

A company plans to replace its existing software with Microsoft products. You need to recommend an app to accomplish each task. Which app should you recommend?

- Send a survey: Dynamics 365 Customer Voice - Identify customers in multiple types of data sources: Dynamics 365 Customer Insights

A company uses Dynamics 365 Customer Service to manage its warehouse and customer service department. The manager wants to improve productivity. You need to recommend a solution. Which products should you recommend?

- Send an email: Power Automate - Display case and survey information: Power BI - Perform inventory counts: Power Apps

A company manufactures environmental sensors that can be monitored remotely. Match each component to its definition.

- Service for configuring integrations between the Customer Service app and environmental sensors: Azure IoT Central - Performance rules that trigger follow-up actions in the Customer Service app: Power Automate - Rules and actions that execute the integration between environmental sensors and the Customer Service app: Azure IoT Central

A company uses Dynamics 365 Sales. The company plans to use SharePoint Online to manage documents. For each of the following statements, select Yeas if the statement is true. Otherwise, select No.

- SharePoint Online uses document security setting from Dynamics 365 Sales: NO - You can access SharePoint Online documents from within D365 Sales: YES - SharePoint Online users can access files saved to SharePoint Online without signing into Dynamics365 Sales: YES

A company maintains a group of commercial buildings. The company implements Dynamics 365 Field Service. A new employee is hired. The employee holds several advanced certifications for maintaining specific types of industrial air filtration units. You need to add the new employee as a resource in the system. What should you use?

- Specify the certification type: Skill - Specify the certification level: Rating value

A manufacturing company plans to implement Dynamics 365 Field Service. You need to determine which features are needed to meet the company's requirements. Which features should you implement?

- Specify types of services needed at customer locations: Work orders - Staff and route resources needed for on-site appointments: Scheduling an dispatch tools - Track customer equipment: Asset management - Automatically generate recurring maintenance appointments: Preventive maintenance

You are designing reports for a pharmacy. The pharmacy uses Dynamics 365 Sales. Match each tool to the reporting requirements.

- Stakeholders do not have access to the environment. They must be able to view business data that is always up to date: Microsoft Excel - Pharmacists need a list of the number of orders filled and to fill the next day, week, and month as well as list of prescription drugs that are out of stock: Dynamics 365 Sales dashboard

A company plans to implement new support software. You need to recommend solutions for the company. What should you recommend to meet each requirement?

- Support automated webchat: Power Virtual Agents - Send senior technicians a notification when a case moves to an escalated status: SMS - text message - Combine all customer and employee inquires into a single interface: Omnichannel for Customer Service

A company uses Dynamics 365 Customer Service. A customer service agent needs to understand how knowledge search works. How should you explain this feature?

- The Knowledge search feature uses: Microsoft Dataverse search

For each of the following statements, select Yes if the statement is true. Otherwise, select No

- The schedule assistant gives preference to specific resources over requirements: YES - Requirements trigger the creation of work orders: NO - Booking alerts display on the Field Service (Dynamics 365) mobile app: YES

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- There are four types of transaction classes: Time, Expense, Material, and Fee: YES - Automatic invoice schedules are specified on project contracts: YES

A company uses Dynamics 365 Field Service. Employees need to schedule bookings while viewing work order details. Which feature should you recommend?

- To schedule, use the: QUICK SCHEDULING feature.

A company uses Dynamics 365 Project Operations. You use the Project Operations Team Member app. You need to correct a submitted time entry. Which functionality should you use?

- Update the hours: Recall - Update the project task: Recall

A Company plans to synchronize LinkedIn Campaign Manager with Dynamics 365 Marketing to determine who is looking at their LinkedIn advertisements. What happens during synchronization?

- Updates the current lead with the LinkedIn data.

A company uses Dynamics 365 Customer Service. Incoming case records are assigned to queues. Cases need to be assigned to employees based on predetermined criteria. You need to determine which routing rules to configure. Which routing rules should you configure?

- Updating the priority column on a case based on existing information: Prioritization - Assignment order when agents have capacity available: Skill-based routing

You are examining the functionality of views in Dynamics 365 Sales. For each of the following statements, select Yes if the statement is true. Otherwise, select No

- Views can be created only by users who have access to customize the system: YES - System views can be deleted or deactivated: NO - Views can be configured so that records are editable inline: YES

A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- You can combine data from Customer Voice and Dynamics 365 Customer Service without using a Microsoft Dataverse connector: YES - You can use a Microsoft Dataverse connector to share data between Dynamics 365 Finance and Dynamics 365 Customer Service: YES - Power BI can connect to Dynamics 365 Customer Service data without using a Microsoft Dataverse connector: NO

A service company is planning to implement a new system. You evaluate whether the company's requirements can be met by using Dynamics 365 Field Service without customizations. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- You can create difference service levels for different customers: YES - You can manage warranties: NO - You can schedule recurring maintenance: YES

A company plans to implement Connected Field Service. Instructions: For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- You can determine the color of a manufactured product: NO - You can schedule an inspection on a machine when the number of hours of operation has hit a major milestone: YES - You can use current and historical data produced by sensors on a machine to identify a part that could be failing so that it can be examined during next maintenance window: YES

A company plans to implement Dynamics 365 Marketing. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- You can only query across accounts, leads, and marketing lists when building segments. NO - You can use quick campaigns with both marketing lists and marketing segments. NO

You are creating segments in Dynamics 365 Marketing. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- You can set up dynamic segments to include contacts, leads, and accounts: YES - When you are using a static segment, you must manually puck the members to be included or selected by query: NO - The scope of a segment determines if the segment is dynamic or static: NO

A company plans to implement Dynamics 365 Sales to manage sales pipelines. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- You can use a business process flow to ensure that all sales people follow the same stages to qualify leads. YES - You can see leads in your opportunities view even if the lead is not qualified. NO

You are a project manager for a company that uses Dynamics 365 Project Operations. You need to determine whether a specific resource has availability to work on a project. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- You can use the Schedule Board to determine when the resource is available: YES - You can use the Active Role Utilization chart to determine when the resource is available: NO - You can use Resource Reconciliation to determine when the resource is available: YES

You plan to implement Dynamics 365 Customer Service. For each of the following statements, select Yes if then statement is true. Otherwise, select No.

- You must install the knowledge base solution before the knowledge base feature is available in Dynamic 365 Customer Service: NO - Omnichannel for Customer Service is automatically installed when you install Dynamics 365 Customer Service: NO

A company plans to implement Omnichannel for Customer Service. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- You must purchase a third-party ISV solution to use the chat feature within OmniChannel for Customer Service: NO - You can use text messaging to communicate with customers when you implement Omnichannel for Customer Service: YES - When you purchase licensing for Dynamics 365 Customer Service you can use all OmniChannel options without additional costs: NO

All employees at a company work eight hours each day Monday through Friday. A resource named Resource1 has 40 hours available for a specific week. You need to schedule Resource1 to work on a project during that week. The resource must work the hours detailed below: Which allocation method should you use?

D. Front-load hours

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

Define the details for: First Response By KPL

A company uses Dynamics 365 Sales. The following groups of users must be able to perform specific activities with account data. You need to export data for each group of users. Which export options should you recommend?

GroupA: Static worksheet GroupB: Excel Online

You work for a home decorating company. You need to ensure that qualifying leads can become project-based opportunities. What should you do?

You must assign a value to the: TYPE for each lead record

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

You should navigate to the: SCHEDULE BOARD to see the technician locations on a map.

You are evaluating Dynamics 365 Sales as a potential replacement for your company's existing sales system. What is a lead?

customer to be qualified or disqualified.

A company uses Dynamics 365 Sales. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- A business process flow guides you through the out-of-the-box lead-to-opportunity sales process when you implement Dynamics 365 Sales: YES - You need to manually create an account record when you qualify an out-of-the-box lead as yes: NO - By default, the system notifies you if a contact already exists when you are entering a duplicate contact record: YES

A company uses Dynamics 365 Marketing. The company wants an automated solution to test two email designs before launching the entire email campaign. You need to recommend a solution for the company. What should you recommend?

- A/B test - Separated emails are simultaneously sent to two sample groups. The email with the most response is then sent to the rest of the group.

A company uses Dynamics 365 Customer Service. The company only uses out-of-the-box features. A customer service manager plans to use dashboards for the management team. You need to describe which visualization should be used for each requirement. Which visualizations should you use?

- AI-generated case insights: Historical analytics - List of active cases and activities refined by using a global filter: Interactive experience dashboard

A company uses Omnichannel for Dynamics 365 Customer Service. You need to train a new employee on Omnichannel features. Match each feature to its definition

- Ability to view customer information from different areas: Session - Tabs that agents can use to connect to external programs: Application - Type of communication for which an agent engages a customer: Channel

An online drone retailer uses Dynamics 365 Customer Service. The company uses Customer Service Hub and cases to manage their product warranty and return policies. Customers that purchase a one-year extended warranty for a drone can exchange it twice for another model. To qualify, an exchange must occur within 30 days, on the condition that the drone has less than 100 hours of flight. You need to configure the system. Which setting should you use?

- Allocation type: Number of cases - End date: Purchase date + 360 - Total term: 2

A company that services air-conditioning equipment is implementing Dynamics 365 Field Service. You need to recommend the features that the company should implement to meet business requirements. Which features should you recommend?

- Assign a work order to a field engineer for next Tuesday at noon: Work Orders - Synchronize office data when the app starts: Field Service Mobile - Monitor air-conditioning equipment to identify mechanical issues: Connected Field Services

A company implements cases in Dynamics 365 Customer Service. You need to select the features that meet the requirements for a case. Which feature should you use for each requirement?

- Automatically open a new case: Record creation and update rules - Manage response time for a case: Service-level agreements - Guide an agent through stages to resolve a case: Business process flows

You are configuring Dynamics 365 Remote Assist to use with Dynamics 365 Field Service. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Call logs are automatically added to the support record when helping customers with Dynamics 365 Remote Assist: YES - Dynamics 365 Remote Assist analytics are available out of the box: YES - Call trends in Dynamics 365 Remote Assist show trends on the types of calls: NO

A cable installation company is implementing Dynamics 365. You need to recommend Dynamics 365 applications for the company. Which app should you recommend?

- Capture the technician's daily on-site time while performing cable installations: Dynamics 365 Field Service - Allow technicians to see a list of the daily work orders on their mobile device: Dynamics 365 Field Service Mobile App

A company plans to implement Dynamics 365 Customer Service. Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses. You need to create a glossary for employees. Match each item to its definition.

- Case: Details related to inquiries or issues reported by a customer. - Queue: Mechanism for categorizing and prioritizing needs. - Service-level agreement: Description and performance measurement of services to be delivered. - Entitlement: Information that can be used to respond to customer inquiries or issues.

A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday. The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA). You need to configure the system to ensure that the company meets SLA agreements. Which products should you use?

- Configure the system to account for the impact of holidays on SLA response time: Dynamics 365 Customer Service - Schedule a service representative in the correct department and time zone to address the customer issue: Universal Resource Scheduling

A company is implementing Dynamics 365 Customer Service. The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues. You need to recommend which apps the company should implement. Which app should you recommend?

- Connect with customers by using text messages: Omnichannel for Customer Service - Allow customers to start live conversation sessions with customer support agents: Omnichannel for Customer Service

Which features are available in Dynamics 365 Marketing?

- Create graphical email messages YES - Design dynamic content in email messages YES - Configure a website for an event YES

A company is implementing Dynamics 365 Customer Service. You need to recommend features that will meet the requirements. Which features should you recommend?

- Customer must be able to create cases by using online chat: Omnichannel for Customer Service - Customers must be able to create cases by sending email: Plug-in - Display the number of cases waiting in the queue, by queue, and by individual agent: Out-of-the-box dashboards

You are teaching a Dynamics 365 Sales course to app makers. You explain the following data configuration: • The customer's name is the company name. • Phone calls and appointments with companies and their employees can be associated with the appropriate records. You need to specify where customer and phone call data are stored. In which tables is the data stored?

- Customer: Account - Phone calls: Activity

A company plans to implement Dynamics 365 Customer Voice. Instructions: For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Data from Dynamics 365 Customer Voice is available to Dynamics 365 Marketing. YES - You can present specific survey questions based on responses to previous questions. YES

A company uses Dynamics 365 Customer Service. You need to recommend solutions to help the company meet the following business requirements: ✑ Detect and diagnose equipment problems before customers are aware of an issue. ✑ Create cases from social channels and SMS text messages. ✑ Use context-specific knowledge articles to solve customer issues quickly. What should you recommend?

- Detect and diagnose equipment problems before customers are aware of an issue: Connected Customer Service - Create cases from social channels and SMS text messages: Omnichannel for Customer Service

A company uses Dynamics 365 Sales. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

- Discount lists are a feature in the product catalog: YES - When creating a product family, you can have only two child levels beneath the primary category: NO - Product bundles can be part of product families: YES

A company uses Dynamics 365 Sales. The company plans to use Dynamics 365 Sales Insights. You need to recommend features that meet the requirements. Which feature should you recommend?

Keep track of upcoming appointments and commitments: Assistant Restart a conversation with a customer on a topic of interest: Talking points

You are evaluating activity records in Dynamics 365 Sales. For each of the following statements, select Yes if the statement is true. Otherwise, select No.

Phone call activities can be synchronized with Microsoft Outlook: YES Custom activity tables can be created: YES Timelines are a customizable way to display activity history: YES

A company uses Dynamics 365 Sales. The sales process must use products. You need to create the product catalog record type. Which record types should you create?

Services sold to customers: Units Relationships between multiple items sold as a single SKU: Bundles

A company plans to implement Dynamics 365 Sales with LinkedIn Sales Navigator. You need to determine the controls that you should implement. Which controls should you use?

Show potential customer that are similar to the current customer and represent relevant stakeholders: LinkedIn Sales Navigator Lead Show potential leads within a company: LinkedIn Sales Navigator Account

You are a sales manager working for a paper manufacturer. You need to create customers in Dynamics 365 Sales and attach the customer's contract to the customer record as a PDF file. Which record type should you use?

Store and track customer information: Account Attach a file to an activity: Notes

A company has a Dynamics 365 Sales implementation. The company wants to perform the following activities: ✑ View LinkedIn information from within Dynamics 365 Sales. ✑ Validate Dynamics 365 Sales data by using data from LinkedIn. Which products should you use to perform each task?

View LinkedIn information by using a Dynamics 365 form widget: LinkedIn Sales Navigator Validate data in Dynamics 365 Sales by using data from LinkedIn: LinkedIn Sales Navigator

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

When you qualify a lead, you must manually add the contact if it does not exist: NO When you qualify a lead, you cannot create a new contact if a contact with the same name already exists, and duplicate detection is turned on: NO You must save notes and attachments from a lead and attach them to an opportunity when the opportunity is created: NO

Match each product to its feature.

Who knows whom: Dynamics 365 Sales Insights Quotes: Dynamics 365 Sales Invoicing: Dynamics 365 Sales