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Question 1:
A company organizes and runs conferences and other events. The company is considering using Dynamics 365 Marketing.
The company wants to ensure that it can implement key marketing features without requiring any customizations.
Which three capabilities does Dynamics 365 Marketing support using out-of-the-box functionality? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Sponsors and sponsorships
B. Regulatory compliance
C. Advertisers and print media and campaigns
D. Session and speaker tracking
E. Registration and attendance
Correct Answer: ADE
Reference: https://docs.microsoft.com/en-gb/dynamics365/marketing/manage-event-sponsorships https://docs.microsoft.com/en-gb/dynamics365/marketing/event-management https://docs.microsoft.com/en-gb/dynamics365/marketing/event-management
Question 2:
A 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
Correct Answer: D
Question 3:
Your company uses Dynamics 365 Sales.
You need to prepare and send a quote to a customer.
What are two possible ways to achieve the goal?
NOTE: Each correct selection is worth one point.
A. Close the quote
B. Generate a document by using a Microsoft Word template.
C. Export the quote as a PDF file.
D. Create an order
Correct Answer: BC
Reference: https://www.crmsoftwareblog.com/2019/09/creating-pdf-quotes-in-dynamics-365/
Question 4:
You are a sales representative for a company.
Which Dynamics 365 Sales can you use to manage the sales pipeline?
A. Turning leads into opportunities
B. Tracking the asset history of a customer
C. Resolving an open case of a customer
D. Tracking service level agreements
Correct Answer: A
Reference: https://docs.microsoft.com/en-us/dynamics365/sales-professional/manage-leads-sales-professional
Question 5:
A company plans to implement Dynamics 365 Sales.
Which two out-of-the-box features can you use to capture leads? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. emails
B. CSV files
C. Dynamics 365 Commerce
D. Dynamics 365 Customer Insights
Correct Answer: AB
Question 6:
You work as a technician and receive your work assignments by using cases in Dynamics 365 Sales.
You need to review the time line 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
Correct Answer: C
Question 7:
A company uses Dynamics 365 Customer Service.
The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. 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. The case continues to remain in the agent\’s personal queue until someone else selects the item from the queue.
B. The case is removed from all queues.
C. The case is removed from the agent\’s personal queue and returned to the original support queue.
Correct Answer: C
Question 8:
You attend a tradeshow. A fellow attendee suggests that you implement Dynamics 365 Connected Customer Service. What is a valid use case for Dynamics 365 Connected Customer Service?
A. Analyze customer sentiment from multiple sources.
B. Respond to and resolve customer 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.
Correct Answer: D
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
Question 9:
A company plans to implement Dynamics 365 Customer Service.
The company wants to use the system to determine when customers are having an issue and need help.
You need to track customer issues until the issues are resolved.
What should you create?
A. opportunity
B. contact
C. case
D. quote
Correct Answer: C
Question 10:
A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.
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 two options should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Knowledge base with Relevance search
B. Parent and Child case settings
C. Case management with Related Similar cases
D. Routing rule sets
Correct Answer: AC
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
Question 11:
A company uses Dynamics 365 Field Service.
You create a work order from a case. A field service administrator schedules the work order.
A technician arrives at the site of the work order and is ready to begin work on time.
What is the status of the work order?
A. Open
Correct Answer: A
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/work-order-status-booking-status
Question 12:
An air conditioning company uses Dynamics 365 Field Service.
When a problem is detected with a customer\’s air conditioning system, a new case must be opened automatically.
You need to recommend a solution for the company.
What should you recommend?
A. Field Service Mobile
B. Work orders
C. Connected Field Service
D. Universal Resource Scheduling
E. Case management
Correct Answer: C
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service
Question 13:
A company sells and services clothing washing machines and dryers. The company uses Dynamics 365 Field Service.
You need to proactively monitor the customer\’s equipment to identify problems and maintenance needs.
Which two Connected Field Service options can you use?
Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Dynamics 365 Remote Assist integration
B. Dynamics 365 mobile app
C. Azure IoT Central
D. Azure IoT Hub
Correct Answer: CD
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service
Question 14:
A company uses Dynamics 365 Field Service.
The maintenance 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.
You need to explain to the manager which features are available to meet the requirement.
Which feature should you use?
A. Connected Field Service
B. Inspections
C. Microsoft Customer Voice
D. Scheduling
Correct Answer: B
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/inspections
Question 15:
You use Dynamics 365 Field Service.
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.
You need to identify the next step in the process.
What should you do next?
A. Adjust inventory values.
B. Schedule and dispatch the work order.
C. Generate an invoice.
D. Review and close the work order.
Correct Answer: B
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/create-work-order
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