1/20/22, 4:51 PM MB-910 Exam – Free Actual Q&As, Page 1 | ExamTopics

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Topic 1 - Single Topic

Question #1 Topic 1

Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Customer Voice survey

B. Customer Service Hub

C. Enterprise Asset Management

D. Event management

Correct Answer: AD
Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/overview

  Jeov94 3 months ago

Correct
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

Correct
upvoted 1 times

  Amritava 8 months, 1 week ago

Correct
upvoted 3 times

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Question #2 Topic 1

DRAG DROP -
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:

Correct Answer:

Box 1:
You cannot use marketing segments in a campaign.
Box 2:
You can only use one type of marketing list (a subscription list) for customer journeys. You can use any type of marketing segment for
customer journeys.
Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/segments-vs-lists

  Rah19 Highly Voted  2 months, 2 weeks ago

1. Marketing list only
2. Marketing segment only
upvoted 7 times

  Marski Most Recent  4 weeks, 1 day ago

Rah19 has the right answer I think. Where is reference to MS Docs?
upvoted 1 times

  mongro 2 months ago

This answer is correct.
1. marketing list only
2. marketing segment or marketing list
upvoted 2 times

  cyga75 3 months, 2 weeks ago

Any clue, what's the right answer here? Thanks!
upvoted 2 times

  azlee_13 3 months, 2 weeks ago

On the related link it clearly shows that Segments cannot be used in campaigns, but that dynamic lists support campaigns.
upvoted 1 times

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  Amarnay 5 months ago

The answer is not correct. Dynamic lists are a feature of Dynamics 365 Sale and not included with Dynamics 365 Marketing. Both the
answers should be "Marketing Segment" only.
upvoted 3 times

  terecruz 2 months, 1 week ago

A segment cannot be used in a campaign, so
1. Marketing list only
2. Marketing segment only
upvoted 1 times

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Question #3 Topic 1

HOTSPOT -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/segmentation-lists-subscriptions

  mongro 2 months ago

Correct - 1. No 2. No
upvoted 2 times

  JA2018 2 months, 3 weeks ago

#1 Yes (recall seeing something similar on Microsoft Learn), #2: No.
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

True
False
upvoted 2 times

  nishucrm 5 months, 1 week ago

Ok read the question again it says ONLY which is wrong :)
upvoted 4 times

  nishucrm 5 months, 1 week ago

Wouldn't it be Yes for the first one ? Cause while defining segment members we can query across lead, account, marketing list etc.
upvoted 2 times

  Vimbsu 1 month, 2 weeks ago

@nishucrm the question says only which means there is no room for ETC so the answer is False. It was going to be true if there was no
ONLY in the question
upvoted 1 times

  Ravikiran7582 5 months, 1 week ago

Also Read the following MS Doc
https://docs.microsoft.com/en-us/dynamics365/marketing/segments-vs-lists
upvoted 1 times

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Question #4 Topic 1

HOTSPOT -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/overview https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-
gen-integration

  powerplatformstar Highly Voted  4 months, 2 weeks ago

Correct
upvoted 6 times

  Marski Most Recent  1 month ago

Usually MS exams are only about MS products. Not this time.
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upvoted 1 times

  JA2018 2 months, 3 weeks ago

https://docs.microsoft.com/en-gb/dynamics365/marketing/overview https://docs.microsoft.com/en-
gb/dynamics365/marketing/linkedin-lead-gen-integration is not found
upvoted 1 times

  fkaracan 4 months, 3 weeks ago

linkedin campaign manager is correct.
see the docs:
https://docs.microsoft.com/en-us/learn/modules/review-additional-marketing-apps/3-describe-linkedin-campaign-manager
upvoted 1 times

  Ravikiran7582 5 months, 1 week ago

I agree with eshu64 - Campaign Manager is correct
upvoted 1 times

  eshu64 6 months, 1 week ago

nope, LinkedIn campaign manager is correct.. here is the reference https://docs.microsoft.com/en-us/dynamics365/marketing/linkedin-
lead-gen-integration
upvoted 2 times

  hania 6 months, 1 week ago

I agree. Second one is definetily LinkedIn Sales Navigator.
upvoted 2 times

  duffer19 3 months, 3 weeks ago

so did u find the correct answer? as I thought that sales navigator would be correct too but I dont have a reference/
upvoted 1 times

  lorper 7 months, 1 week ago

I think the second is wrong. LinkedIn Sales Navigator addon makes more sense to integrate the lead info.
upvoted 3 times

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Question #5 Topic 1

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.

Correct Answer: AC
Reference:
https://seelogic.co.uk/technologies/dynamics-365/marketing-on-linkedin-with-dynamics-365-marketing/

  IndyB 2 days, 21 hours ago

Also view: https://docs.microsoft.com/en-us/learn/modules/review-additional-marketing-apps/3-describe-linkedin-campaign-manager
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

Correct
upvoted 1 times

  Ravikiran7582 5 months, 1 week ago

Also Read

https://docs.microsoft.com/en-us/dynamics365/marketing/linkedin-overview

first 4 bullet points describe functionality

upvoted 3 times

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Question #6 Topic 1

HOTSPOT -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-gen-integration

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Question #7 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/create-marketing-email https://docs.microsoft.com/en-
gb/dynamics365/marketing/set-up-event-portal

  JA2018 2 months, 3 weeks ago

https://docs.microsoft.com/en-gb/dynamics365/marketing/create-marketing-email https://docs.microsoft.com/en-
gb/dynamics365/marketing/set-up-event-portal not found
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

Correct
upvoted 1 times

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Question #8 Topic 1

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

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

  JA2018 2 months, 3 weeks ago

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 not
found
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

Correct
upvoted 1 times

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Question #9 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/customer-voice

  Bedet 2 months, 3 weeks ago

Looks good
upvoted 1 times

  HaCha 3 months, 2 weeks ago

Correct
upvoted 1 times

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Question #10 Topic 1

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

Correct Answer: AB
Reference:
https://docs.microsoft.com/en-us/dynamics365/marketing/customer-voice

Question #11 Topic 1

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.
Which app should you recommend?

A. Customer Service Insights

B. Market Insights

C. Power Virtual Agents

D. Sales Insights

Correct Answer: D
Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/sales/relationship-analytics#analyze-the-health-and-activity-history-of-a-customer-or-
opportunity

  Marski 1 month ago

The idea itself was incremental and the thoughtprocess hard to follow.
upvoted 2 times

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Question #12 Topic 1

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

Correct Answer: D
Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/configure-forecast

  kamra 1 month ago

correct
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

correct
upvoted 2 times

Question #13 Topic 1

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/

  SamarS 3 weeks ago

correct
upvoted 1 times

  kamra 1 month ago

correct
upvoted 1 times

  anwarluck 1 month ago

correct ✔️
upvoted 1 times

  HaCha 3 months, 2 weeks ago

correct
upvoted 1 times

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Question #14 Topic 1

HOTSPOT -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-professional/customize-business-process-flows

  kamra 1 month ago

correct answer as opportunity is created after lead is qualified
upvoted 1 times

  mongro 2 months ago

There is no opportunity if lead is not qualified, so "No" is correct.
upvoted 2 times

  JA2018 2 months, 3 weeks ago

Shouldn't it be Yes for both questions?
upvoted 1 times

  HaCha 3 months, 2 weeks ago

Correct
upvoted 1 times

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Question #15 Topic 1

DRAG DROP -
Match each product to its feature.
Instructions: To answer, drag the appropriate product from the column on the left to its feature on the right. Each product may be used once, more
than once, or not at all.
NOTE: Each correct match is worth one point.
Select and Place:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-professional/create-invoices https://docs.microsoft.com/en-
us/dynamics365/ai/sales/relationship-analytics#analyze-the-health-and-activity-history-of-a-customer-or-opportunity

  kamra 1 month ago

Agreed
upvoted 1 times

  Bedet 2 months, 3 weeks ago

Agree, it's correct
upvoted 1 times

  HaCha 3 months, 2 weeks ago

confirmed
upvoted 3 times

  Yemaj 3 months, 4 weeks ago

Correct
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

Correct
upvoted 1 times

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Question #16 Topic 1

DRAG DROP -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/sales/configure-assistant https://docs.microsoft.com/en-us/dynamics365/ai/sales/talking-
points

  HaCha 3 months, 2 weeks ago

Confirmed
upvoted 1 times

  5A33D 6 months, 4 weeks ago

one is for assist the other talking points - unless they have modified it after your comment
upvoted 1 times

  StefanB29 8 months, 3 weeks ago

Note after considering the URL's were wrong, I have come to discover that the URL was pasted twice in the reference.
upvoted 3 times

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Question #17 Topic 1

DRAG DROP -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/linkedin/integrate-sales-navigator

  Marski 1 month ago

Unusual MS question.
upvoted 1 times

  HaCha 3 months, 2 weeks ago

Correct
The LinkedIn Sales Navigator Lead control shows information about a LinkedIn member profile.
The LinkedIn Sales Navigator Account control shows information about a LinkedIn company profile
upvoted 3 times

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Question #18 Topic 1

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

Correct Answer: BD
Reference:
https://docs.microsoft.com/en-us/learn/modules/value-proposition-mrss/1-intro

  dkh2207 2 months ago

BD is correct
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

correct
upvoted 1 times

  fkaracan 4 months, 3 weeks ago

correct.
see :
https://docs.microsoft.com/en-us/learn/modules/value-proposition-mrss/1-intro
upvoted 3 times

  O_Anjum 5 months, 2 weeks ago

I think it should be A and B.
upvoted 2 times

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Question #19 Topic 1

HOTSPOT -
You are evaluating Dynamics 365 Sales as a potential replacement for your company‫ג‬€™s existing sales system.
What is a lead? To answer, select the appropriate option in the answer area.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-professional/manage-leads-sales-professional

  HaCha 3 months, 2 weeks ago

Confirmed
upvoted 1 times

  Rp9 7 months ago

correct
upvoted 3 times

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Question #20 Topic 1

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

  Marski 1 month ago

A sales lead should lead to an offer or disengagement. Processing of case.
upvoted 1 times

  HaCha 3 months, 2 weeks ago

correct
upvoted 2 times

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Question #21 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365-release-plan/2019wave2/dynamics365-sales/linkedin-sales-navigator-data-validation
https://www.linkedin.com/learning/dynamics-365-linkedin-sales-navigator-integration-2/install-the-linkedin-sales-navigator-widget

  hkcarlos 1 week, 3 days ago

I think both of them are Sales Hub.
upvoted 1 times

  mongro 2 months ago

correct
upvoted 1 times

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Question #22 Topic 1

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

Correct Answer: AB
Reference:
https://www.dyn365pros.com/2015/11/11/microsoft-dynamics-crm-4-simple-steps-for-importing-leads-and-contacts/

Question #23 Topic 1

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

Correct Answer: B
Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/create-edit-quote-sales

  maljishi90 3 months, 3 weeks ago

Correct
upvoted 1 times

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Question #24 Topic 1

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:

Correct Answer:

Reference:
https://www.inkeysolutions.com/blogs/attach-files-to-notes-record-of-microsoft-dynamics-365-crm-ce-from-the-d365-crm-custom-portal/

  HaCha 3 months, 2 weeks ago

correct
upvoted 2 times

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Question #25 Topic 1

DRAG DROP -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/powerapps/user/export-excel-static-worksheet https://docs.microsoft.com/en-us/powerapps/user/export-
to-excel-online

  MiZi 19 hours, 24 minutes ago

duplicated question
upvoted 1 times

  HaCha 3 months, 2 weeks ago

Correct
upvoted 1 times

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Question #26 Topic 1

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.

Correct Answer: C
Reference:
https://docs.microsoft.com/en-us/learn/modules/using-dynamics-365-queues-to-manage-case-workloads/4-working-with-queues

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Question #27 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components

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  BollyD Highly Voted  8 months, 1 week ago

this answer is wrong because of the definition of entitlement : Entitlements: An entitlement is the actual agreement that defines the
specific support details that are provided to the customer. A typical entitlement defines the specific coverage period, the allotment
types/terms, the supported channels, and the products that are covered.
See https://docs.microsoft.com/en-us/learn/modules/creating-and-managing-entitlements-in-dynamics-365/1-entitlement-overview
upvoted 20 times

  O_Anjum Highly Voted  5 months, 3 weeks ago

One correction:

Entitlement = Level and terms of support that are specific to a customer.

upvoted 9 times

  dkh2207 Most Recent  2 months ago

Entitlement = Level and terms of support that are specific to a customer.
others are correct!
upvoted 2 times

  Mikiee 6 months, 3 weeks ago

"Information that can be used..." should belong to Knowledge Base
upvoted 1 times

  CN 7 months ago
I agree with BollyD
upvoted 2 times

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Question #28 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

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Question #29 Topic 1

HOTSPOT -
You plan to implement Dynamics 365 Customer Service.
For each of the following statements, select Yes if then statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license

  powerplatformstar 4 months, 2 weeks ago

correct answer.
upvoted 1 times

  Vinny_Die 8 months, 3 weeks ago

Link to knowledge base: https://docs.microsoft.com/de-de/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-
article
upvoted 4 times

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Question #30 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/channels

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Question #31 Topic 1

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.

Correct Answer: D
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

  MiZi 19 hours, 16 minutes ago

Selected Answer: D
D is correct
upvoted 1 times

  dkh2207 2 months ago

D is correct
upvoted 2 times

  Bielas007 6 months, 3 weeks ago

There is context. Here is the definition of Connected Customer Service - Enables organizations to transform their service model into a
proactive and predictive service model with the availability of IoT diagnostics, IoT device update, and case management on one platform.
Agents using Customer Service Hub can diagnose and fix issues remotely, which leads to cost savings and improved customer satisfaction
- See here - https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
upvoted 4 times

  StefanB29 8 months, 3 weeks ago

I feel like there needs to be more context here, I thought I was looking at implementing connected Customer service hub for the trade
show. Please provide context as to what the customer is trying to achieve by implementing connected Customer service
upvoted 3 times

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Question #32 Topic 1

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

Correct Answer: D
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer#renew-an-entitlement

  powerplatformstar 4 months, 2 weeks ago

yes thats correct.
upvoted 1 times

Question #33 Topic 1

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
Reference:
https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components

  MiZi 19 hours, 12 minutes ago

Selected Answer: C
C is a correct answer (case)
upvoted 1 times

  Marski 4 weeks, 1 day ago

A customer case must be resolved or cancelled.
upvoted 1 times

  mongro 2 months ago

correct
upvoted 2 times

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Question #34 Topic 1

HOTSPOT -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule https://docs.microsoft.com/en-
us/dynamics365/common-scheduler/schedule-anything-with-universal-resource-scheduling

  mongro 2 months ago

correct
upvoted 2 times

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Question #35 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot https://docs.microsoft.com/en-us/dynamics365/customer-
service/oc-manage-sessions https://docs.microsoft.com/en-us/dynamics365/customer-service/monitor-conversations

  Hareem 3 weeks, 6 days ago

correct
upvoted 1 times

  mongro 2 months ago

correct
upvoted 1 times

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Question #36 Topic 1

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

  MiZi 19 hours, 10 minutes ago

Selected Answer: AC
correct
upvoted 1 times

  Hareem 3 weeks, 6 days ago

AC Correct
upvoted 1 times

  mongro 2 months ago

correct
upvoted 2 times

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Question #37 Topic 1

HOTSPOT -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

  Mosal_39 2 months, 2 weeks ago

Articles are only visible after publishing. All correct answers.
upvoted 3 times

  Vinny_Die 8 months, 3 weeks ago

Here the link for knowledge articles with start and end Date: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-
service-hub-user-guide-knowledge-article#schedule-or-publish-an-article
upvoted 1 times

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Question #38 Topic 1

HOTSPOT -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview

  5A33D Highly Voted  6 months, 4 weeks ago

The second Question for sending the
notification is Power Portal
upvoted 11 times

  Marski Most Recent  4 weeks, 1 day ago

Microsoft Power Platform and its sub Power Automate. MS Docs below here in conversation chain.
upvoted 1 times

  Marski 4 weeks, 1 day ago

Very good example how Microsoft combines and Automate services. Nice question, more of these!! :)
upvoted 1 times

  KiranReddyG 1 month, 1 week ago

Power portal is a end user facing application. Second question is about notification - odd man out is SMS - 2nd option
upvoted 2 times

  nx_190 1 month, 2 weeks ago

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The second Question:

notification is Power Portal
upvoted 1 times

  mongro 2 months ago

all answers are correct
upvoted 1 times

  dkh2207 2 months ago

the second should be Power Portal
upvoted 1 times

  omarqawariq 2 months, 1 week ago

The correct answer is Power Platform Portal
upvoted 2 times

  fkaracan 4 months, 3 weeks ago

the second question is : power portal. you can send push notifications or emails. sending text is for customers that having problems
upvoted 2 times

  Vinny_Die 8 months, 3 weeks ago

Sending a notification when case is escalated can be done by using Power Automate IMO. Otherweise please provide a link that confirms
the sending of a SMS. I could not find anything about that.
upvoted 3 times

  Bibichan 8 months, 2 weeks ago

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-sms-channel
upvoted 1 times

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Question #39 Topic 1

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:

Correct Answer:

  5A33D Highly Voted  6 months, 4 weeks ago

Answers : [ Omni, Routing , Out of the Box ]
upvoted 11 times

  fkaracan 4 months, 3 weeks ago

no. plugin is correct
upvoted 2 times

  MiZi Most Recent  18 hours, 10 minutes ago

the second answer - no plug-in is required to created case from the e-mail. https://docs.microsoft.com/en-us/dynamics365/customer-
service/automatically-create-update-records
upvoted 1 times

  Marski 4 weeks, 1 day ago

These questions are doubles.
upvoted 1 times

  Marski 4 weeks, 1 day ago

It seems strongly that dkh2207 has MS Docs solution below in the conversation. That is a MS docs source to backup his answer. I go with
that.
upvoted 1 times

  VickyL 1 month ago

Correct, Omni, Plugin, dashboard
upvoted 1 times

  dkh2207 2 months ago

answers: omni, plug in, dashboard. routing rules that are applied to cases that automatically route a case to a specific queue or user.

https://docs.microsoft.com/en-us/learn/modules/examine-dynamics-365-customer-service/3-explain-key-terminology
upvoted 2 times

  HaCha 3 months, 1 week ago

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Option is inappropriate for the second selection but the answer is correct, coz Use routing rules in Customer Service to route cases to the
right agents at the right time without any manual intervention. You can also use routing rules to route cases that are escalated to specific
queues.
So plugin to create case
upvoted 2 times

  duffer19 3 months, 3 weeks ago

I am confused now, what is the correct answer?
upvoted 2 times

  nishucrm 5 months, 1 week ago

Routing rules will route the case will not create one - https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-
automatically-route-cases

Plugin seems appropriate else the other option would have been Automatic Record Creation Rule https://docs.microsoft.com/en-
us/dynamics365/customer-service/set-up-rules-to-automatically-create-or-update-records
upvoted 3 times

  eshu64 6 months, 1 week ago

The ans do not seems to be correct
upvoted 1 times

  5A33D 6 months, 4 weeks ago

https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-create-record
is omnichannel: "...Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to
engage with customers across different channels. The application offers contextual customer identification, real-time notification,
integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective..."
upvoted 1 times

  StefanB29 8 months, 3 weeks ago

Shouldn't this be a flow though? I thought this is exactly one of the scenario's a Power automate flow would be beneficial?
upvoted 1 times

  Vinny_Die 8 months, 3 weeks ago

IMO to create a case from a customer record routing rules can be used. There is no need to write a plugin in C#.
upvoted 2 times

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Question #40 Topic 1

HOTSPOT -
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

  KiranReddyG 1 month, 1 week ago

30min Response Time is achieved through KPI ...they are asking specific not about the feature (SLA) here.
upvoted 1 times

  Ha9ia 1 month, 4 weeks ago

SLA is the level agreement, in this case stating that there will be a response in 30mins but capturing the response time is done via KPI. This
answer is correct
upvoted 1 times

  Olweezy 3 months, 1 week ago

Isn't this an SLA? Can someone assist?
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

this is correct , read question carefully.
upvoted 3 times

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Question #41 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

  Haidardba Highly Voted  8 months ago

Use context-specific knowledge articles to solve customer issues quickly - Customer Service Insights
https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh
upvoted 9 times

  kamra Most Recent  1 month ago

Correct
upvoted 1 times

  5A33D 6 months, 4 weeks ago

Correct answers
: Connected means checking constantly and Social media is Omni C
upvoted 3 times

  Viktorious 8 months, 1 week ago

Third requirement is missing in the answer section.
upvoted 1 times

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Question #42 Topic 1

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

Correct Answer: C
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a-case

  MiZi 18 hours, 3 minutes ago

Selected Answer: B
B is a correct answer
upvoted 1 times

  Niamhlawlord 1 day, 16 hours ago

Selected Answer: B
Funny enough, their reference it confirms it is in fact not C. Besides, an Entitlement is not even an Activity anyways. Correct answer should
be B.
upvoted 1 times

  souzarafael 2 weeks ago

Selected Answer: B
Entitlement is not even an activity.
upvoted 1 times

  realshawn 3 weeks, 2 days ago

So which one is it?
upvoted 1 times

  Ankur29 4 weeks ago

Selected Answer: C
Entitlement it is, don't get carried away with the other misleading comments.
upvoted 1 times

  Chris472 4 weeks ago

Selected Answer: B
task is correct
upvoted 1 times

  30Vaishu 1 month ago

Selected Answer: B
task should be the correct answer
upvoted 1 times

  Aakash_Jain 1 month ago

Selected Answer: B
Task should be the correct answer
upvoted 2 times

  nadeem1992 1 month, 1 week ago

Selected Answer: B
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-admin#configure-blocked-
attachment-file-types-in-timeline
upvoted 2 times

  nadeem1992 1 month, 1 week ago

Task should be the correct answer
upvoted 4 times

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Question #43 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/connect-environment https://docs.microsoft.com/en-
us/powerapps/maker/data-platform/use-powerbi-dataverse

  Marski 4 weeks, 1 day ago

Dataverse is the go-to datastorage for MS Power Platform too. You get to know that Dynamic 365 and Microsoft Power Platform are
integrated and use each other.
upvoted 1 times

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Question #44 Topic 1

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

Correct Answer: C
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

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Question #45 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel

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Question #46 Topic 1

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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

  SamarS 3 weeks ago

Correct
upvoted 1 times

  kamra 1 month ago

Correct
upvoted 1 times

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Question #47 Topic 1

DRAG DROP -
A manufacturing company plans to implement Dynamics 365 Field Service.
You need to determine which features are needed to meet the company‫ג‬€™s requirements.
Which features should you implement? 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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/overview

  mongro 2 months ago

correct
upvoted 1 times

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Question #48 Topic 1

HOTSPOT -
A service company is planning to implement a new system. You evaluate whether the company‫ג‬€™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.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/sla-work-orders https://docs.microsoft.com/en-us/dynamics365/field-
service/overview

  mongro 2 months ago

correct
upvoted 2 times

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Question #49 Topic 1

HOTSPOT -
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.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/inspections

  Rashmeetsingh21 6 months, 1 week ago

Yes, its correct. https://docs.microsoft.com/en-us/learn/modules/generate-work-orders-dynamics-365-field-service/6-describe-
inspections
upvoted 1 times

  5A33D 6 months, 1 week ago

is the 2nd Question Correct /?
upvoted 2 times

  Kanyara 4 months ago

Yes it is.
Offline support: Technicians can view and fill out inspections on their mobile phones or tablets without internet access. Answers are
synced when connectivity is restored (cellular or WiFi).
upvoted 1 times

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Question #50 Topic 1

A company sells and services clothing washing machines and dryers. The company uses Dynamics 365 Field Service.
You need to proactively monitor customer‫ג‬€™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

  ryanmagic 1 week, 6 days ago

Is this correct? testprep is saying Dynamics 365 mobile app + Azure IoT hub
upvoted 1 times

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Question #51 Topic 1

HOTSPOT -
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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/configure-set-up-customer-assets https://docs.microsoft.com/en-
us/dynamics365/field-service/process-return

  mongro 2 months ago

correct
upvoted 1 times

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Question #52 Topic 1

DRAG DROP -
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? 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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/rso-overview https://docs.microsoft.com/en-us/dynamics365/field-
service/connected-field-service

  Vimbsu 1 month, 1 week ago

The answer is correct here are the links:
resource scheduling optimization -- https://docs.microsoft.com/en-us/dynamics365/field-service/rso-overview
Universal resource scheduling - https://docs.microsoft.com/en-us/dynamics365/field-service/universal-resource-scheduling-for-field-
service
upvoted 1 times

  omarqawariq 2 months, 1 week ago

Emergency scheduling - when an emergency job is created, a resource scheduling optimization run is triggered that schedules the high-
priority-emergency job as soon as possible ahead of lower priority jobs.
upvoted 2 times

  Shivani_sk07 3 months ago

Emergency scheduling - when an emergency job is created, a resource scheduling optimization run is triggered that schedules the high-
priority-emergency job as soon as possible ahead of lower priority jobs. - Answer to first is Resource Scheduling optimization
upvoted 3 times

  Yemaj 3 months, 3 weeks ago

Answer is correct
https://docs.microsoft.com/en-us/dynamics365/common-scheduler/schedule-anything-with-universal-resource-scheduling
upvoted 2 times

  Rashmeetsingh21 6 months, 1 week ago

I think the answer to the first one is also resource scheduling optimisation. Its an example for conditional scheduling given here -
https://docs.microsoft.com/en-us/learn/modules/describe-scheduling-capabilities-of-dynamics-365-field-service/5-resource-scheduling-

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optimization-use-cases
upvoted 3 times

Question #53 Topic 1

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

  mongro 2 months ago

correct
upvoted 1 times

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Question #54 Topic 1

HOTSPOT -
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.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-with-travel-time

  mongro 2 months ago

correct
upvoted 1 times

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Question #55 Topic 1

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 customer‫ג‬€™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

  mongro 2 months ago

correct
upvoted 1 times

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Question #56 Topic 1

HOTSPOT -
A cable installation company is implementing Dynamics 365.
You need to recommend Dynamics 365 applications for the company.
Which app should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/field-service-time-entry https://docs.microsoft.com/en-us/dynamics365/field-
service/mobile-power-app-use

  mongro 2 months ago

correct
upvoted 1 times

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Question #57 Topic 1

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 ‫ג‬€" In progress

B. Open ‫ג‬€" Unscheduled

C. Traveling

D. Open ‫ג‬€" Scheduled

Correct Answer: A
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/work-order-status-booking-status

  xoshi23 Highly Voted  4 months, 2 weeks ago

1. Once the work order is scheduled, the booking created for it has a booking status of Scheduled by default.
2. The creation of a booking automatically changes the work order system status to Open-Scheduled.
3. After the work order is scheduled to a field technician resource, you can see it on the Field Service Mobile app. Then the field technician
can note that they are traveling to the work order location by changing the booking status to Traveling.
4. Changing the booking status to Traveling automatically changes the work order system status to Open - In Progress.
5. When the field technician arrives on site and is ready to begin the work, they change the booking status to In Progress. The work order
status remains as Open - In Progress.

So I think A == Open - In Progress is the right answer .

upvoted 7 times

  powerplatformstar Most Recent  4 months, 2 weeks ago

When the field technician arrives on site and is ready to begin the work, they change the booking status to In Progress. The work order
status remains as Open - In Progress.
upvoted 2 times

  Jack316 6 months ago

Changing the booking status to Traveling automatically changes the work order system status to Open - In Progress.
When the field technician arrives on site and is ready to begin the work, they change the booking status to In Progress. The work order
status remains as Open - In Progress.
upvoted 4 times

  Jack316 6 months ago

Answer is correct, when the technician arrived on site, the status will change to Open - In Progress
upvoted 2 times

  ApxA 6 months, 1 week ago

"A technician ... is ready to begin work on time" doesn't mean "A technician ... begins to work on time"
I think the right answer is "Open - Schedule" ... until he starts
upvoted 4 times

  agoodwin24 4 months, 3 weeks ago

No, the answer is correct. Refer to the documentation on microsoft learn that the answer provides. "When the field technician arrives
on site and is ready to begin the work, they change the booking status to In Progress. The work order status remains as Open - In
Progress."
upvoted 2 times

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Question #58 Topic 1

HOTSPOT -
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 technician‫ג‬€™s location on a map.
You enable location tracking.
Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-powerapp-location-auditing

  mongro 2 months ago

correct
upvoted 1 times

  powerplatformstar 4 months, 2 weeks ago

https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-powerapp-location-auditing
upvoted 1 times

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Question #59 Topic 1

HOTSPOT -
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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-work-order https://docs.microsoft.com/en-us/dynamics365/field-
service/mobile-power-app-system-offline https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

  O_Anjum Highly Voted  5 months, 2 weeks ago

Assign a work order to a field engineer for next Tuesday at noon: Universal Resource Scheduling
upvoted 19 times

  nx_190 Most Recent  1 month, 2 weeks ago

in first question !
which one is correct ? Universal Resource Scheduling or Work Orders
upvoted 1 times

  dkh2207 2 months ago

the first one is Universal Resource Scheduling
upvoted 2 times

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  mongro 2 months ago

1. Work Orders
2. Field Service Mobile
3. Connected Field Service
upvoted 1 times

  Vimbsu 1 month, 1 week ago

@mongro when you are assigning someone a work order it means that you have already created a work order now you want to assign
it to someone so your first answer is wrong the correct answer is universal resource scheduling whereby you are now looking for a
resource to assign the work order that you already created
upvoted 2 times

  sonal_ac001 2 months, 3 weeks ago

Can anyone provide the reference link for answer Universal Resource Scheduling ?
upvoted 1 times

Question #60 Topic 1

An air conditioning company uses Dynamics 365 Field Service.

When a problem is detected with a customer‫ג‬€™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

  mongro 2 months ago

correct
upvoted 1 times

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Question #61 Topic 1

HOTSPOT -
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.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

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Question #62 Topic 1

A company has a large number of technicians that work in the field.

You need to ensure that Dynamics 365 Field Service can automatically schedule work to minimize travel time for technicians.
What should you implement?

A. Resource scheduling optimization

B. Unified routing for table records

C. Schedule board

D. Universal Resource Scheduling

Correct Answer: A
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/rso-overview

Question #63 Topic 1

A company sells and services commercial refrigeration equipment. The company is implementing Dynamics 365 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 two features should you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Resource skills

B. Resource roles

C. Proficiency models

D. Service-level agreements

Correct Answer: AC
Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/psa/resource-management-skills-proficiency

  mongro 2 months ago

correct
upvoted 1 times

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Question #64 Topic 1

You work for a job placement agency that uses Dynamics 365 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.
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. Open the Resource Manager Dashboard and filter Role Utilization by the term expert plumber.

B. Open the client‫ג‬€™s project Gantt chart and filter by the term expert plumber.

C. Open the Resource Utilization board and filter by the term expert plumber.

D. Open the Schedule board and filter by the term expert plumber.

Correct Answer: CD
Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/psa/view-resource-utilization

  mongro 2 months ago

correct
upvoted 1 times

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Question #65 Topic 1

HOTSPOT -
You work for a home decorating company.
You need to ensure that qualifying leads can become project-based opportunities.
What should you do? To answer, select the appropriate option in the answer area.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/sales/manage-leads

  JHoff 2 months, 3 weeks ago

Correct!
For qualified lead to automatically create an opportunity, set the Type attribute to Work-based when you create the lead.
upvoted 2 times

  lorper 7 months, 1 week ago

I think is wrong. The answer should be B: "Topic" is mandatory in Lead entity and "Type" field does not exist. Only exists the "Order Type"
field, not presented within the options.
upvoted 2 times

  AppAd21 7 months, 1 week ago

I though the same too, but as per the documentation Type would be the answer for this question
upvoted 7 times

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Question #66 Topic 1

You are the resource manager for an electrical contractor that uses Dynamics 365 Project Operations.
You need to track information about electricians‫ג‬€™ qualifications professional licenses, and certifications.
Which attribute should you use?

A. Skills

B. Roles

C. Rating values

Correct Answer: A
Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/resource-management/skills-proficiency-models

  mongro 2 months ago

correct
upvoted 1 times

Question #67 Topic 1

DRAG DROP -
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? To answer, drag the appropriate functionalities to the correct scenarios. Each functionality 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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/time/ui-behavior-time

  mongro 2 months ago

correct
upvoted 1 times

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Question #68 Topic 1

HOTSPOT -
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.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/psa/resource-management-book-resources-scheduleboard
https://docs.microsoft.com/en-us/dynamics365/project-operations/resource-management/resource-reconciliation-overview

  xoshi23 4 months, 2 weeks ago

Isn’t it ‘yes’ for second ?
upvoted 2 times

  mongro 2 months ago

'No' is correct
upvoted 1 times

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Question #69 Topic 1

A company plans to implement Dynamics 365 Project Operations.

Which two billing methods does Dynamics 365 Project Operations support?
Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Time and Material

B. Fixed Price

C. Expense

D. Not-to-exceed Limit

Correct Answer: AB
Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/sales/manage-contract-values-project-based

  mongro 2 months ago

correct
upvoted 1 times

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Question #70 Topic 1

HOTSPOT -
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 client‫ג‬€™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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/psa/basic-quote-lines#billing-types

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Question #71 Topic 1

A company is implementing Dynamics 365 Project Operations to manage projects for customers.
You are training project managers on how to enter statements of work into the new system.
You need to ensure that the number of hours and the hourly rate for each item are entered.
Where must the project managers enter the required information?

A. Project contracts

B. Project stages

C. Project accounting

D. Resource management

E. Project tracking

Correct Answer: AB

  souzarafael 2 weeks ago

Selected Answer: A
Item B does not make any sense.
upvoted 2 times

Question #72 Topic 1

You are a sales representative for a company that sells furniture. You collaborate with an engineering team and a design 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

Correct Answer: C
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/manage-sharepoint-documents-document-
locations-in-dynamics-365- apps

  mongro 2 months ago

correct
upvoted 1 times

  Goodluckbug 2 months, 2 weeks ago

https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/manage-sharepoint-documents-document-
locations-in-dynamics-365-apps?view=op-9-1
upvoted 1 times

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Question #73 Topic 1

A company uses Dynamics 365 Sales. The company creates sales proposals as PDF documents.
The company wants multiple users to access the latest version of a sales proposal in Dynamics 365 Sales. Users must be able to attach notes to
the proposal.
You need to recommend an app for the company.
Which app should you recommend?

A. Microsoft Excel

B. Microsoft Outlook

C. Dynamics 365 Sales Insights

D. Microsoft Teams

Correct Answer: D
Reference:
https://appsource.microsoft.com/en-us/product/office/wa104382045?tab=overview

  mongro 2 months ago

correct
upvoted 1 times

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Question #74 Topic 1

HOTSPOT -
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.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/configure-microsoft-teams-dialer https://docs.microsoft.com/en-us/power-
platform/admin/set-up-onenote-integration-in-dynamics-365

  mongro 2 months ago

correct
upvoted 1 times

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Question #75 Topic 1

DRAG DROP -
You are designing reports for a pharmacy. The pharmacy uses Dynamics 365 Sales.
Match each tool to the reporting requirements.
Instructions: To answer, drag the appropriate tool from the column on the left to the requirements on the right. Each tool may be used once, more
than once, or not at all.
NOTE: Each correct match is worth one point.
Select and Place:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/powerapps/user/export-excel-dynamic-worksheet

  lorper Highly Voted  7 months, 1 week ago

The first question should be PowerBI because:
- Users are stakeholders. I assumed that they don't have a Dynamics license.
- Updated Excel (not static) needs the license to refresh any time you open the document.
- In PowerBI you can grant access to external users.

Therefore, I would go with PowerBI.

upvoted 11 times

  fkaracan Most Recent  4 months, 3 weeks ago

pretty sure first one is power bi.
upvoted 1 times

  Sab1234 6 months, 3 weeks ago

It says Business data not reports
Excel is the included option in dynamics, so the first choice would be excel
upvoted 2 times

  5A33D 6 months, 1 week ago

[ business data ] appear in <Reports>
upvoted 1 times

  5A33D 6 months, 1 week ago

Export your app data to an Excel dynamic worksheet to get the most up-to-date information from your app. When you export your
data to an Excel dynamic worksheet and then make changes to your data in the app, you can use the refresh feature in Excel to get
the latest information from the app. because of this then the choice should be Excel
upvoted 2 times

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Question #76 Topic 1

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?

A. Remaining capacity

B. Percentage capacity

C. Full capacity

D. Front-load hours

Correct Answer: D
You would have to create separate bookings for each of the working days.
Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/psa/faq-allocation-methods

Question #77 Topic 1

You have a chart that displays a summary of accounts by industry.

You need a chart that groups the account data by city instead of by industry. You must be able to access the chart at a later date.
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. Expand the existing chart.

B. Edit the existing chart.

C. Select the city field in the drill-down menu.

D. Create a new chart.

Correct Answer: BD

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Question #78 Topic 1

HOTSPOT -
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.
NOTE: Each correct selection is worth one point.
Hot Area:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/power-platform/admin/set-up-dynamics-365-online-to-use-sharepoint-online

  mongro 2 months ago

correct
upvoted 1 times

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Question #79 Topic 1

DRAG DROP -
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? 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:

Correct Answer:

  mongro 2 months ago

correct
upvoted 1 times

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Question #80 Topic 1

A company is considering implementing products and the product catalog in Dynamics 365 Sales.
Sales transactions can occur in multiple currencies. The company wants to manage exchange rates.
You need to explain to the company how Dynamics 365 Sales handles currency.
Which two statements describe how Dynamics 365 Sales handles currency? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

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.

Correct Answer: BD
Reference:
https://themscrmexpert.wordpress.com/2016/12/29/understanding-organizations-base-currency-in-dynamics-365-crm/

  mongro 2 months ago

correct
upvoted 1 times

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Question #81 Topic 1

DRAG DROP -
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?
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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/powerapps/maker/model-driven-apps/create-edit-views

Question #82 Topic 1

A company uses Dynamics 365 Sales.

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

Correct Answer: B
Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/introduction-sales-template-apps

  mongro 2 months ago

correct
upvoted 1 times

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Question #83 Topic 1

DRAG DROP -
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? 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:

Correct Answer:

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/manage-activities

  nx_190 1 month, 2 weeks ago

is that answer correct or not ?
upvoted 1 times

  fkaracan 4 months, 3 weeks ago

dashboard component is chart
upvoted 3 times

  mongro 2 months ago

View is correct answer. View is a list of records, chart is visualisation. You are right that technically you can create chart that shows a list
of quotes, but we cannot choose both answers here :)
upvoted 1 times

  Mosal_39 2 months, 2 weeks ago

YES i solidly think so too. Chart shows all in varieties
upvoted 1 times

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Question #84 Topic 1

You need to update inventory data for a company‫ג‬€™s warehouse.

Which two record types can you use to update the inventory? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Agreement

B. Warehouse

C. Inventory adjustment

D. Return merchandise authorization (RMA)

Correct Answer: CD

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