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Choose the correct app for each requirement: 1. capture the technician's daily on-site time while performing cable installations a. D365 field service b. D365 sales c. D365 customer service 2. allow technicians to see a list of the daily work orders on their mobile device a. D365 field service mobile app b. d365 sales c. d365 customer service

1. a. D365 field service 2. a. D365 field service mobile app

Select solution for each requirement: 1. Support automated webchat a. power virtual agents b. d365 field service c. customer service insights 2. send senior technicians a notification when a case moves to an escalated status a. sms - text message b. webchat c. power platform portal 3. combine all customer and employee inquiries into a single interface a. omnichannel for customer service b. power bi c. customer service insights

1. a. power virtual agents 2. sms - text message 3. omnichannel for customer service

Customer sends an email about an issue they are having with a product during a company holiday. Customer expects a response in 48 business hours in accordance with their SLA. You need to configure the system to ensure that the company meets SLA requirements. Which products should you use? 1. configure the system to account for the impact of holidays on SLA response time: a. D365 sales b. D365 customer service c. D365 marketing 2. Schedule a service representative in the correct department and time zone to address the customer issue: a. bookings b. resource management homepage c. universal resource scheduling

1. b. D365 customer service 2. c. universal resource scheduling

Select correct option for each requirement: 1. keep track of equipment inspections, maintenance, and repairs a. return to vendor b. asset management c. knowledge management 2. provide a replacement for faulty equipment that cannot be repaired on site a. return to vendor b. asset management c. return merchandise authorization

1. b. asset management 2. c. return merchandise authorization

Consulting firm uses D365 project operations. Which type of service should you use for each type of work? 1. monthly bookeeping services that tkae 4 hours a. project based service with time and materials billing method b. project based service with fixed price billing method c. product as write in product d. product as existing product 2. yearly tax filings with variable hours that are based on a client's needs for one year a. project based service with time and materials billing method b. project based service with fixed price billing method c. product as write in product d. product as existing product 3. reimbursements for unplanned government filing fees a. project based service with time and materials billing method b. project based service with fixed price billing method c. product as write in product d. product as existing product

1. b. project based service with fixed price billing method 2. a. project based service with time and materials billing method 3. NOT IN PDF I THINK: c. product as write in product https://docs.microsoft.com/en-us/dynamics365/project-operations/material/material-usage-log

Which export option should you recommend for each group? 1. dynamic worksheet 2. static worksheet 3. excel online A - no D365 sales license, needs to view account data B - has D365 sales license, needs to make bulk changes to account data without downloading data to local computer

A - static worksheet B - excel online

Select the correct feature for each function: 1. assign a work order to a field engineer for next tuesday at noon: a. universal resource scheduling b. work orders c. connected field services d. geofencing 2. synchronize offline data when the app starts a. geofencing b. field service mobile c. integrations d. connected field services 3. monitor air conditioning equipment to identify mechanical issues a field service mobile b. work orders c. connected field services d. bookable resources

PDF SAYS: 1. work orders 2. field service mobile 3. got cut off I THINK: 1. a. universal resource scheduling 2. correct 3. c. connected field services

Match each item to its definition: Definitions: 1. details related to inquiries or issues reported by a customer 2. mechanism for categorizing and prioritizing records 3. description and performance measurement of services to be delivered 4. level and terms of support that are specific to a customer 5. information that can be used to respond to customer inquires or issues Items: a. case b. queue c. service level agreement d. entitlement

PDF SAYS: a. case = details related to inquiries or issues reported by a customer b. queue = mechanism for categorizing and prioritizing records c. sla = description and performance measurement of services to be delivered d. entitlement = information that can be used to respond to customer inquires or issues I THINK: a. correct b. correct c. correct d. level and terms of support that are specific to a customer

Select a feature for each requirement: Features: 1. omnichannel for customer service 2. routing rules 3. OOB dashboards 4. plugin Requirements: a. customer must be able to create cases by using online chat b. customers must be able to create cases by sending email c. display the number of cases waiting in the queue, by queue and by individual agent

PDF SAYS: a. omnichannel b. plug in c. OOB dashboards I THINK: a. correct b. routing rules c. correct

You need to review the timeline for a case that you are managing. Which type of activity appears in the case timeline? a. project task b. task c. entitlement d. work order

PDF SAYS: c. entitlement I THINK: b. task

Match the correct component to each definition: components: 1. Azure IOT Hub 2. Azure IOT Central 3. service level agreement 4. power automate Definition: a. service for integration environmental sensors with D365 customer service b. service for configuring integrations between the customer service app and environmental sensors c. rules that trigger on actions in the customer service app d. rules and actions that execute the integrations between environmental sensors and the customer service app

a. Azure IOT hub b. Azure IOT central c. power automate d. Azure IOT central

You need to implement aps to meet the company's business requirements. Which app should you use? a. Collect feedback on the effectiveness of a marketing campaign i. Linkedin sales navigator ii D365 customer insights iii. D365 customer voice b. Synchronize leads from linkedin to D365 marketing i. linkedin sales navigator ii. linkedin campaign manager iii. D365 customer voice c. Create a unified view of customer data from differen sources i. D365 customer insights ii. linkein sales navigator iii. D365 customer voice

a. D365 customer voice b. Linkedin campaign manager c. D365 customer insights

Drag the correct product to each feature: Products: 1. D365 sales 2. D365 sales insights Features: a. who knows whom B. quote c. invoicing

a. D365 sales insights b. D365 sales c. D365 sales

All employees use office 365. You are setting up d365 sales and only some employees will have licenses for d365 sales. Recommend correct solution for each requirement: Solutions: 1. microsoft teams 2. linkedin sales navigator 3. microsoft dataverse 4. knowledge articles Requirements: a. ensure that all employees can participate in the lead qualification process b. display the latest news about the currently selected lead record to d35 sales users c. acquire relevant account information from D365 finance

a. Microsoft teams b. linkedin sales navigator c. Microsoft dataverse

Choose the correct record type for each requirement: a. store and track customer information i. lead ii. account b. Attach a file to an activity i. task ii. notes iii. phone call

a. account b. note

Company implements D365 sales. Users are unsure how to perform various tasks. Recommend correct feature for each requirement: Features: 1. charts 2. views 3. dashboards 4. activities Requirements: a. schedule follow up appointments b. display all appointments and sales orders for a day on a single page c. configure dashboard component that displays a list of quotes for the last quarter

a. activities b. dashboards c. views

Choose correct feature for each requirement: Features: 1. assistant 2. auto capture 3. notes analysis 4. talking points 5. who knows whom Requirements: a. Keep track of upcoming appointments and commitments b. Restart a conversation with a customer on a topic of interest

a. assistant b. talking points

Select correct solution for each requirement: Solutions: 1. azure hub telemetry 2. customer service insights 3. connected customer service 4. omnichannel for customer service Requirements: a. detect and diagnose equipment problems before customers are aware of an issue b. create cases from social channels and sms text messages

a. connected customer service b. omnichannel for customer service

Which features are available in D365 marketing? a. create graphical email messages b. design dynamic content in email messages c. configure a website for an event

a. create graphical email messages b. design dynamic content in email messages c. configure a website for an event

D365 sales lead is a potential: a. customer to be qualified or disqualified b. sale related to products in the product catalog c. sale that is always a product of a marketing campaign d. sale that needs to be related to an existing customer record

a. customer to be qualified or disqualified

Which 2 components are included in D365 Marketing? a. customer voice survey b. customer service hub c. enterprise asset management d. event management

a. customer voice survey d. event management

Recommend the correct feature for each requirement in d365 sales: Features: 1. dashboard 2. report 3. view Requirements: a. display a landing page when a sales manager signs in that shows the pipeline, top leads, open opps, and won opps b. display an interactive list that allows sales reps to see details for their accounts including name, address, phone number, contact, and last contact date for the account. allow sorting by any column

a. dashboard b. view

Which 2 oob features can you use to capture leads? a. emails b. csv files c. D365 commerce d. D365 customer insights

a. emails b. csv files

A pharmacy uses D365 sales. Match each tool to the requirement: Tools: 1. excel 2. power bi 3. D365 sales dashboard 4. plugin Requirement: a. stakeholders do not have access to the environment. They must be able to view business data that is always up to date b. 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

a. excel (dynamic worksheet) b. d365 sales dashboard

Company integrates linkein campaign manager with D365 marketing. Which 2 actions can the company perform using OOB features? a. generate leads from linkedin b. create email templates for linkedin messages C. schedule and publish social posts d. create and publish events on linked in

a. generate leads from linkedin C. schedule and publish social posts

Temporary employees take much longer to resolve cases than seasoned employees. You need to recommend features that will help employees find information needed to resolve cases. Which 2 should you recommend? a. knowledge base with relevance search b. parent and child case settings c. case management with related similar cases d. routing rule sets

a. knowledge base with relevance search c. case management with related similar cases

Which product should you choose for each requirement? products: 1. D365 sales hub 2. linkedin sales navigator 3. D365 sales insights requirements: a. View linkedin information by using a D365 form widget b. Validate data in d365 sales by using data from linkedin

a. linkedin sales navigator b. linkedin sales navigator

Choose correct control for each requirement: controls: 1. linkein sales navigator lead 2. linkedin sales navigator account 3. linkedin inmail control Requiremetns: a. show potential customer that are similar to the current customer and represent relevant stakeholders b. show potential leads within a company

a. linkedin sales navigator lead b. linkedin sales navigator account

Marketing team members must be able to group related customers for campaigns, market research, and surveys. What should you recommend for each requirement? Features: 1. marketing list only 2. marketing segment only 3. marketing segment or marketing list Requirement: a. Create single campaign activity geared to a targeted audience. b. Create groups of related customers for use in customer journeys

a. marketing list only b. marketing segment or list

Select yes if following statemen tis true, otherwise select no. a. You can only query across accounts, leads, and marketing lists when building segments. b. You can use quick campaigns with both marketing lists and marketing segments.

a. no b. no

Select yes or no for each statement: a. you must install the knowledge base solution before the knowledge base feature is available in D365 customer service b. omnichannel for customer service is automatically installed when you install D365 customer service

a. no b. no

Customer purchases Microsoft 365 an d365 sales. Select yes if true otherwise no a. salespeople can only use Microsoft teams to call customers who also use teams b. executives must have power bi desktop installed to view power bi reports shared with them c. salespeople can share notes within dynamics 365 sales using OneNote

a. no b. no c. yes

Company uses D365 and plans to use SharePoint online to manage docs. Select yes or no for each statement: a. SharePoint online uses document security settings from dynamics 365 sales b. you can access SharePoint online documents from within D365 sales c. SharePoint online users can access files saved to SharePoint online without signing into d365 sales

a. no b. yes c. yes

Select the correct app to recommend for each feature: Apps: 1. omnichannel for customer service 2. unified service desk 3. D365 field service Feature: a. connect with customers by using text messages b. allow customers to start live conversation sessions with customer support agents

a. omnichannel for customer service b. omnichannel for customer service

You create a work order from a case. A field service admin schedules the word order. A technician arrives at the site of the work order and is ready to begin on time. What is the status of the work order? a. open in progress b. open unscheduled c. traveling d. open scheduled

a. open in progress

Choose the correct functionality for each scenario: Functionality: 1. recall 2. edit row 3. copy row Scenario: a. update the hours b. update the project task

a. recall b. recall

Company sells and services refrigerators - they are implementing D365 project operations. You need to ensure that you can select a service technician for an assignment that has the required expertise to address the equipment issues reported by a customer. Which 2 features should you use? a. resource skills b. resource roles c. proficiency models d. service level agreements

a. resource skills c. proficiency models

You need to track information about electrian's qualifications, professional licenses, and certifications. What attribute should you use? a. skills b. roles c. rating values

a. skills

Which 3 capabilities does D365 marketing support using OOB functionality? a. sponsors and sponsorships b. regulatory compliance c. advertisers and print media and campaigns d. session and speaker tracking e. registration and attendance

a. sponsors and sponsorships d. session and speaker tracking e. registration and attendance

Company plans to implement D365 project operations. Which 2 billing methods does it support? a. time and material b. fixed price c. expense d. not to exceed limit

a. time and material b. fixed price

You are a sales representative for a company. Which D365 sales feature can you use to manage the sales pipeline? a. turning leads into opps b. tracking the asset history of a customer c. resolving an open case of a customer d. tracking service level agreements

a. turning leads into opps

You need to ensure that qualifying leads can become project-based opportunities. What should you do? Assign a value to the ______ for each lead record a. type b. topic c. last name d. stakeholder

a. type

recommend correct field service feature to meet each requirement: Features: 1. connected field service 2. universal resource scheduling 3. resourcing scheduling optimization Requirements: a. redirect a field technician to handle high-priority emergency jobs b. reduce field technician travel time by scheduling the technician to handle work orders for the closest customers c. proactively detect issues in devices and reduce costs associated with assisted service

a. universal resource scheduling b. resource scheduling optimization c. connected field service

Match the correct feature to each requirement: Features: 1. work orders 2. scheduling and dispatch tools 3. asset management 4. preventative maintenance Requirements: a. specify types of services needed at customer locations b. staff and route resources needed for on-site appointments c. track customer equipment d. automatically generate recurring maintenance appointments

a. work orders b. scheduling and dispatch tools c. asset management d. preventative maintenance

Select yes or no for each statement: a. You can use a business process flow to ensure that all salespeople follow the same stages to qualify leads. b. You can see leads in your opportunities view even if the lead is not qualified.

a. yes b. no

Select yes or no for each statement: a. omnichannel for customer service allows you to integrate chatbots that can communicate with customers b. agents can only participate in one session at a time c. supervisors can monitor agent conversations only when an agent invites the supervisor to the conversation

a. yes b. no c. no

Select yes if the requirement can be met using D365 field service without customizations a. you can create different service levels for different customers b. you can manage warranties c. you can schedule recurring maintenance

a. yes b. no c. yes

Select yes if the statement is true otherwise select no: a. you can use the schedule board to determine when the resource is available b. you can use the active role utilization chart to determine when the resource is available c. you can use resource reconciliation to determine when the resource is available

a. yes b. no c. yes

Select yes or no for each statement: a. knowledge article authors can attach picture to knowledge articles b. knowledge articles are available to others immediately after an agent creates and saves them c. seasonal articles can be removed from circulation after a certain date

a. yes b. no c. yes

Select yes if the statement is true for D365 field service: a. images can be added to an inspection when using the mobile app b. inspections can be completed without internet connectivity

a. yes b. yes

Select yes or no for each statement: a. Data from D365 customer voice is available to D365 marketing b. You can present specific survey questions based on responses to previous questions

a. yes b. yes

Company uses d365 field service and plans to use built in scheduling functionality. Select yes if true otherwise no a. 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. b. technicians can be redirected rom scheduled appointments when emergencies arise in their area and their existing appointments can be rescheduled. c. you can manually assign lead technicians to oversee large scale emergency service calls

a. yes b. yes c. yes

Company wants to be able to give quotes to customers from their parts list. Which should you recommend? a. D365 customer insights b. D365 Sales c. D365 marketing d. D365 human resources

b. D365 Sales

Which 2 products are included in Microsoft relationship sales? a. D365 customer insights b. D365 sales enterprise c. D365 sales insights D linkedin sales navigator

b. D365 sales enterprise D linkedin sales navigator

Which 2 statements describe how d365 sales handles currency? a. by default, all available currencies can be used b. by default, a base currency is available and other currencies can be added as needed c. exchange rates are automatically updated d. exchange rates need to be updated manually

b. by default, a base currency is available and other currencies can be added as needed d. exchange rates need to be updated manually

You have a chart that displays a summary of accounts by industry. you need a chart that displays the same data grouped by city. You must be able to access the chart at a later date. What are 2 possible ways to achieve this goal? a. expand the existing chart b. edit the existing chart c. select the city field in the drill down menu d. create a new chart

b. edit the existing chart d. create a new chart

A company enacts a policy that specifies a 30 minutes response time for all requests for assistance. For what type of object should you define details? a. entitlement b. first response by KPI c. service level agreement customer service schedule

b. first response by KPI

Your company uses D365 sales. You need to prepare and send a quote to a customer. What are two possible ways to achieve the goal? a. close the quote b. generate a document by using a word template c. export the quote as a pdf file d. create an order

b. generate a document by using a word template c. export the quote as a pdf file

Manager wants to be able to add a list of questions to work orders to ensure that field technicians follow the same steps when servicing customer equipment. Which feature should you use? a. connected field service b. inspections c. microsoft customer voice d. scheduling

b. inspections

A company uses D365 sales and you need to analyze account data and create reports based on the analyses. Which solution should you use? a. microsoft forms pro b. power bi c. power automate d. management reporter

b. power bi

Each time a customer contacts a call center to request service, you plan to send a technician to the customer's location. you receive a service request and create a work order. What's the next step in the process? a. adjust inventory values b. schedule and dispatch the work order c. generate an invoice d. review and close the work order

b. schedule and dispatch the work order

Where should you navigate to see the technician locations on a map? a. site map b. schedule board c. schedule assistant

b. schedule board

If a sales lead that is synchronized from linkedin already exisits, D365 marketing a. creates new lead that uses linkedin data b. updates the current lead with linkedin data c. overwrites the current lead with linkedin data d. updates current contact with linkedin data e. creates new lead with linkedin data

b. updates the current lead with linkedin data

Company sells an services washing machines and dryers. They use d365 field service. You need to proactively monitor customer's equipment to identify problems and maintenance needs. Which 2 connected field service options can you use? a. D365 remote assist integration b. d365 mobile app c. azure iot central d. azure iot hub

c. azure iot central d. azure iot hub

You need to track customer issues until the issues are resolved. what should you create? a. opportunity b. contact c. case d. quote

c. case

Customer support agents will select cases from queues in which they are members of. Agents release case items if they are not able to continue working on a case. Which statement describes what happens when a case item is released from the queue? a. case continues to remain in the agent's personal queue until someone else selects the item from the queue b. case is removed from all queues c. case is removed from the agent's personal queue and returned to original support queue

c. case is removed from the agent's personal queue and returned to original support queue

When a problem is detected with a customer's AC system, a new case must be opened automatically. What should you recommend? a. field service mobile b. work orders c. connected field service d. universal resource schedulilng e. case management

c. connected field service

You are a sales rep that collaborates with engineering team to support customer proposals. The latest versions of all proposals must be available to both teams. Team members must be able to edit the proposals in real time. You need to attach a proposal to a customer record. Which mechanism should you use to attach the proposal? a. timeline attachment b. word template c. documents tab

c. documents tab

You work for an agency that uses D365 project operations. a client needs an expert plumber to handle an emergency situation at their office. You need to identify an expert plumber for the client. hat are 2 possible ways to achieve this goal? a. open resource manager dashboard and filter role utilization by the term expert plumber b. open client's project gantt chart and filter by the term expert plumber c. open resource utilization board and filter by the term expert plumber d. open schedule board and filter by term expert plumber

c. open resource utilization board and filter by the term expert plumber d. open schedule board and filter by term expert plumber

Which status indicates that an entitlement must be renewed? a. draft b. waiting c. active d. canceled

d. canceled

All employees at a company work eight hours each day monday through friday. 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: M: 2 T: 3 W: 0 Th: 0 F: 5 Which allocation method should you use? a. remaining capacity b. percentage capacity c. full capacity d. front load hours

d. front load hours

You need to create a forecast in D365 sales so that the sales director will be able to predict upcoming sales revenue. Which standard record type is used to created the forecast? a. account b. lead c. quote d. opportunity

d. opportunity

Potential customer delays their decision to commit to a big multi-year contract. You want to find other colleagues who have interacted with the potential customer to discuss strategies. Which app should you recommend a. customer service insights b. market insights c. power virtual agents d. sales insights

d. sales insights

Company uses D365 sales and creates proposals as PDF documents. Company wants multiple users to access the latest version of a sales proposal in D365 sales. Users must be able to attach notes to the proposal. Which app should you recommend? a. excel b. outlook c. d365 sales insights d. teams

d. teams

What is a valid use case for D365 connected customer service? a. analyze customer sentiment from multiple sources b. respond to and resolve issues by using social media c. use mixed reality applications to assist technicians performing work in the field d. use IOT devices and AI to predict when a customer's equipment will need service

d. use IOT devices and AI to predict when a customer's equipment will need service