A company uses Dynamics 365 Sales with out-of-the-box forms. Users must view logged phone calls and meetings for contacts. Which feature includes phone calls and meetings?
A Timeline B Contact information
C Controls D Attachments.
A company uses Dynamics 365 Sales.
The company plans to use LinkedIn Sales Navigator to increase sales productivity and assist salespersons in their daily duties.
You need to identify potential decision makers for a sale.
Which LinkedIn Sales Navigator feature should you use? A. Top Card B. Auto Capture C. Related Leads
.
A company uses Dynamics 365 Sales.
You disqualify a lead. On a later date, the lead shows interest in buying a product that the company sells.
You need to convert the lead to an opportunity and retain all available history.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point. A. Convert the copied lead to an opportunity. B. Qualify the closed lead as an opportunity. C. Use the Reactivate Lead functionality to reopen the lead. D. Qualify the reactivated lead to an opportunity. E. Create a copy of the lead with data from the original lead.
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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point. services sold to customers relationships between multiple items sold as a single SKU.
y,y,n n,n,y y,y,y n,y,n.
y,n,n n,n,n n,n,y.
A company uses Dynamics 365 Sales with out-of-the-box forms.
Users must view logged phone calls and meetings for contacts.
Which feature includes phone calls and meetings? A. Controls
B. Attachments
C. Contact information D. Timeline.
A company uses Dynamics 365 Sales with out-of-the-box forms.
Users must view logged phone calls and meetings for contacts.
Which feature includes phone calls and meetings?
A. Controls B. Attachments C. Contact information D. Timeline.
A company uses Dynamics 365 Sales.
The company must use Export to Excel to edit multiple records. Microsoft Dataverse must update automatically.
You need to select the option. A. Dynamic worksheet B. Static worksheet C. Dynamic PivotTable D. Open in Excel Online.
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 customerג€™s equipment will need service.
You manage a call center for a company that uses Dynamics 365 Customer Service.
The call centerג€™s customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year.
You need to help the customer service manager make the changes.
Which status indicates that an entitlement must be renewed? A. Draft B. Waiting C. Active D. Canceled.
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.
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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point. Configure the system to account for the impact of holidays on SLA response time. Schedule a service representative in the correct department and time zone to adress the customer issue.
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.
NOTE: Each correct selection is worth one point.
yes, no, no yes, no, yes
no, yes, no.
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.
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.
NOTE: Each correct selection is worth one point. yes, no, yes no, yes, yes yes, no, no.
A company plans to implement new support software.
You need to recommend solutions for the company.
What should you recommend to meet each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point. power virtual agents
sms - text message
omnichannel for customer service power virtual agents
webchat
customer service insights customer service insights
sms - text message
omnichannel for customer service.
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.
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.
NOTE: Each correct selection is worth one point. yes, no, yes yes,yes, yes yes, yes , no no, yes,yes.
A company uses Dynamics 365 Marketing.
Marketing team members must be able to group related customers for campaigns, market research, and surveys.
What should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature 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: create a single campaign activity geared to a targeted audience - marketing list only
create groups of related customers for use in customer journeys - marketing segment or marketing list create a single campaign activity geared to a targeted audience - marketing segment only
create groups of related customers for use in customer journeys - marketing segment or marketing list create a single campaign activity geared to a targeted audience - marketing list only
create groups of related customers for use in customer journeys - marketing segment only.
A company plans to implement Dynamics 365 Marketing.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area: yes, no no, yes no, no.
A company has implemented Dynamics 365 Marketing.
You need to implement apps to meet the companyג€™s business requirements.
Which app should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area: collect feedback......dynamics 365 customer voice
synchronise leads from linkedIn......... LInkedn campaign manager
create a unified view of customer data from different sources............dynamics 365 customer insights collect feedback......LInkedn campaign manager
synchronise leads from linkedIn......... dynamics 365 customer voice
create a unified view of customer data from different sources............dynamics 365 customer insights collect feedback......dynamics 365 customer insights
synchronise leads from linkedIn......... dynamics 365 customer voice
create a unified view of customer data from different sources............LInkedn campaign manager collect feedback......dynamics 365 customer voice
synchronise leads from linkedIn.........dynamics 365 customer insights
create a unified view of customer data from different sources............LInkedn campaign manager.
A company integrates LinkedIn Campaign Manager with Dynamics 365 Marketing.
Which two actions can the company perform using out-of-the-box features? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Generate leads from LinkedIn. B. Create email templates for LinkedIn messages. C. Schedule and publish social posts. D. Create and publish events on LinkedIn.
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? To answer, select the appropriate option in the answer area.
Hot Area:
creates a new lead that uses the linkedin data updates the current lead with the LInkedIn data updates the current contact with the LInkedIn data.
HOTSPOT -
Which features are available in Dynamics 365 Marketing?
For each of the following features, select Yes if the feature is available. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area: n,y,y y,y,y n,y,n.
A company organizes and runs conferences and other events. The company is considering using Dynamics 365 Marketing.
The company wants to ensure that they 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.
HOTSPOT -
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.
NOTE: Each correct selection is worth one point.
Hot Area: yes, no no, yes yes, yes.
A company uses Dynamics 365 Marketing. The company uses a third-party app to send email surveys to prospects to better understand their business needs.
There is currently no link to prospect records and users report that the survey management process is manual and is difficult to manage.
You need to automate the survey process and streamline collection and analysis of responses.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point. A. Create a survey in Dynamics 365 Marketing and create a campaign to send it to out and collect data B. Use Customer Voice to collect and analyze survey results C. Use Power Automate to automatically send Customer Voice surveys D. Create surveys in Dynamics 365 Marketing by using Questionnaire E. Use Customer Voice to compile results from the existing third-party app.
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 companyג€™s requirements.
Which products should you recommend? To answer, drag the appropriate products to the correct features. Each product 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: view costs.........dynamics 365 marketing / create waitlists.......marketing view costs........dynamics 65 sales / create waitlists.........customer insights view costs......dynamics 365 marketing / create waitlists........customer insights.
Which three capabilities are included in Dynamics 365 Marketing? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point. A. Event management B. Dynamics 365 Connector for LinkedIn C. Case management D. Qualify leads E. Project quote management.
HOTSPOT -
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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area: what is the automated solution? A/B test
which testing process is used? separated emails are simultanouesly sent to 2 sample groups...... what is the automated solution? market insight
which testing process is used? separated emails are simultanouesly sent to 2 sample groups...... what is the automated solution? enhanced email
which testing process is used? an email is sent to a sample group. if there are enough r3sponses... what is the automated solution? enhanced email
which testing process is used? an email is sent to a sample group. a summary of responses is sent to teh creator.
A company uses Dynamics 365 Marketing.
You must choose a real-time marketing customer journey type to start the journey.
Which two journey types you can use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point. A. Event-based B. Audience-based C. Scheduled D. Customer onboarding.
yes, yes. yes yes, no, yes yes, yes, no yes, no, 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.
NOTE: Each correct selection is worth one point.
Hot Area: yes, yes, yes, no no, yes no, no.
who knows.......insights // quotes: sales // invoicing: sales who knows......insight // quotes: insights // invoicing: sales who knows.......sales // quotes: insights // invoicing: sales who knows.......insights // quotes: sales // invoicing: insights.
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? To answer, drag the appropriate features to the correct requirements. Each feature 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: keep track.........assistant
restart a convo..........talking points keep track......... notes analysis
restart a convo..........talking points keep track.........assistant
restart a convo..........who knows whom.
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? To answer, drag the appropriate controls to the correct requirement. Each control 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: show potential customer........ LInledIn sales navigator lead
show potential leads.......... LIkedIn sales navigator Account
show potential customer........ LInledIn InMail control
show potential leads.......... LIkedIn sales navigator Account show potential customer........ LInledIn InMail control
show potential leads.......... LIkedIn sales navigator Lead.
A customer needs a cost-effective sales solution that can display current news about a lead or an account.
You recommend Microsoft Relationship Sales.
Which two products are included in Microsoft Relationship Sales? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point. A. Dynamics 365 Customer Insights B. Dynamics 365 Sales Enterprise C. Dynamics 365 Sales Insights D. LinkedIn Sales Navigator.
DRAG DROP -
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? To answer, drag the appropriate products to the correct tasks. Each product 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: view linkedIn info....form widget - LInkedIn sales Navigator
validate data.. data from LInkedIN - LInkedIn sales Navigator view linkedIn info....form widget - Dynamics 365 Sales Hub
validate data.. data from LInkedIN - LInkedIn sales Navigator view linkedIn info....form widget - LInkedIn sales Navigator
validate data.. data from LInkedIN - Dynamics 365 Sales Insights.
Which two Dynamics 365 Sales 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.
A company wants to be able to give quotes to customers from their parts list.
You need to recommend a solution for the company.
What should you recommend? A. Dynamics 356 Customer Insights B. Dynamics 365 Sales C. Dynamics 365 Marketing D. Dynamics 365 Human Resources.
HOTSPOT -
You are a sales manager working for a paper manufacturer.
You need to create customers in Dynamics 365 Sales and attach the customerג€™s contract to the customer record as a PDF file.
Which record type should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area: Account / notes Account / Task Lead / notes.
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?
To answer, drag the appropriate export options to the correct user groups. Each export option 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:
static worksheet / dynamic worksheet static worksheet / excel online excel online / dynamic worksheet dynamic worksheet / excel online.
A company is working with a potential customer on a multi-year contract. The customer decides to delay their decision to commit to the contract.
You want to find other colleagues who have interacted with the potential customer to discuss strategies with the colleagues to close the deal with the customer.
Which app should you recommend? A. Customer Service Insights B. Market Insights C. Power Virtual Agents D. Sales Insights.
A company uses Dynamics 365 Sales.
You need to create a forecast in Dynamics 365 Sales so that the sales director will be able to predict upcoming sales revenue.
Which standard record type is used to create the forecast? A. Account B. Lead C. Quote D. Opportunity.
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.
A company uses Dynamics 365 Sales.
The company plans to use LinkedIn Sales Navigator to increase sales productivity and assist salespersons in their daily duties.
You need to identify potential decision makers for a sale.
Which LinkedIn Sales Navigator feature should you use? A. Top Card B. Auto Capture C. Related Leads
.
A company uses Dynamics 365 Sales.
You disqualify a lead. On a later date, the lead shows interest in buying a product that the company sells.
You need to convert the lead to an opportunity and retain all available history.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point. A. Convert the copied lead to an opportunity. B. Qualify the closed lead as an opportunity. C. Use the Reactivate Lead functionality to reopen the lead. D. Qualify the reactivated lead to an opportunity. E. Create a copy of the lead with data from the original lead.
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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area: units / bundles products / bundles units / Price list Units / Unit groups.
HOTSPOT -
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.
Hot Area: yes, no, yes yes, yes, no yes, yes, yes.
n, y, y n,n,n n,n,y.
A company uses Dynamics 365 Sales with out-of-the-box forms.
Users must view logged phone calls and meetings for contacts.
Which feature includes phone calls and meetings? A. Controls B. Attachments C. Contact information D. Timeline.
A company uses Dynamics 365 Sales.
The company must use Export to Excel to edit multiple records. Microsoft Dataverse must update automatically.
You need to select the option. A. Dynamic worksheet B. Static worksheet C. Dynamic PivotTable D. Open in Excel Online.
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 customerג€™s equipment will need service.
You manage a call center for a company that uses Dynamics 365 Customer Service.
The call centerג€™s customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year.
You need to help the customer service manager make the changes.
Which status indicates that an entitlement must be renewed? A. Draft B. Waiting C. Active
D. Canceled.
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.
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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area: customer service / universal resource scheduling customer service / bookings marketing / universal resource scheduling marketing / resource management homepage.
y, n, n y,y,n y,n,y.
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.
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.
NOTE: Each correct selection is worth one point.
Hot Area: y,y,y y,n,y y,n,n.
A company plans to implement new support software.
You need to recommend solutions for the company.
What should you recommend to meet each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area: dynamics 365 field service / webchat / omnichannel power virtual agents / sms- text message / omnichannel dynamics 365 field service / sms - text message / Power BI power virtual agents / webchat / customer service Insights.
DRAG DROP -
A company is implementing Dynamics 365 Customer Service.
You need to recommend features that will meet the requirements.
Which features should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature 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: customers must....create cases...online chat = Omnichannel for customer service
create cases by sending email = routing rules
display # of cases in the queue... = plug-in customers must....create cases...online chat = Omnichannel for customer service
create cases by sending email = plug-in
display # of cases in the queue... = routing rules customers must....create cases...online chat = Omnichannel for customer service
create cases by sending email = plug-in
display # of cases in the queue... = out of teh box standards customers must....create cases...online chat = Omnichannel for customer service
create cases by sending email = plug-in
display # of cases in the queue... = out of the box dashboards.
DRAG DROP -
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?
To answer, drag the appropriate solutions to the correct requirements. Each solution 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: connected customer service
omnichannel customer service insights
connected customer service customer service insights
azure hub telemetry.
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? To answer, select the appropriate option in the answer area.
Hot Area:
entitlement first response by KPI service-level agreement.
You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
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.
HOTSPOT -
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.
NOTE: Each correct selection is worth one point.
Hot Area:
no; yes; no yes; no; yes yes; yes; no.
A company implements Dynamics 365 Customer Service for their support desk.
Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.
You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.
What should you implement? A. Power Automate to transfer cases B. Service level agreements C. Knowledge base management D. Customer Service Insights.
HOTSPOT -
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.
NOTE: Each correct selection is worth one point.
Hot Area: no; yes; no no; yes; yes yes; no; yes.
DRAG DROP -
You use Dynamics 365 Customer Service. You plan to configure service-level agreements (SLAs) for cases.
Which feature should you use? To answer, drag the appropriate features to the correct scenarios. Each feature 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: allow pause and resume
SLA actions SLA actions
business hours allow pause and resume
SLA key performance indicators (KPI).
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 agentג€™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 agentג€™s personal queue and returned to the original support queue.
DRAG DROP -
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. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.
Select and Place: case: details related to inquires or issues reported by a customer
queue: mechanism for categorising and prioritizing records
service-level agreement: level and terms of support that are specific to a customer
entitlement: description and performance measurement to be delivered case: details related to inquires or issues reported by a customer
queue: mechanism for categorising and prioritizing records
service-level agreement: description and performance measurement to be delivered
entitlement: level and terms of support that are specific to a customer case: details related to inquires or issues reported by a customer
queue: mechanism for categorising and prioritizing records
service-level agreement: description and performance measurement to be delivered
entitlement: information that can be used to respond to customer inquiries or issues.
DRAG DROP -
A company manufactures environmental sensors that can be monitored remotely.
Match each component to its definition.
Instructions: To answer, drag the appropriate component from the column on the left to its definition on the right. Each component may be used once, more than once, or not at all. Each correct match is worth one point.
NOTE: Each correct selection is worth one point.
Select and Place: azure IoT Hub
Power Automate
Azure IoT Central azure IoT Central
Power Automate
Azure IoT Central azure Iot Hub
Azure IoT Central
Service Level Agreement.
no; yes yes; no no; no.
DRAG DROP -
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? 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: Omnichannel for Customer Service
UNified Support Desk Unified Support Desk
DYnamics 365 Field Service Omnichannel for Customer Service
Omnichannel for Customer Service.
Record Creation and update rules
Queues
Business process flows Record Creation and update rules
Service-Level agreements
Business process flows Routing Rules
Service-Level agreements
Business process flows.
no
yes
no yes
no
yes.
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