Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) v1.0
Question 1
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
Answer : A
Reference:
https://docs.microsoft.com/en-us/dynamics365/linkedin/integrate-sales-navigator
Question 2
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.
Answer : CD
Reference:
https://docs.microsoft.com/en-us/dynamics365/sales/re-open-lead-sales https://docs.microsoft.com/en-us/dynamics365/sales/qualify-lead-convert-opportunity-sales
Question 3
HOTSPOT -
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:
Answer : 
Box 1: Units -
Create a unit group and add units to that group
Define the quantities or measurements that you sell your products or services in by using units in Dynamics 365 Sales.
Note: Other than setting up the pricing for products, product catalog also supports product taxonomy that lets you create a rich classification of products. This helps ensure that your customers receive the most appropriate and complete solution.
Because of how units, discounts, and prices are tied together, it's important that you create each of these components in a product catalog in the following sequence:
1. Create discount lists to offer your products and services at different prices, depending on the quantity purchased.
2. Define the measurements or quantities your products will be available in.
3. Create products for the items you sell. You can create a standalone product or a product inside a family depending on how you want to organize and classify your products. Each product you create will be linked to a unit group and default unit. You can also create a standalone bundle or a bundle inside a product family.
4. Etc.
Dynamics 365 Sales the product catalog record type services sold to customers
Dynamics 365 Sales the services sold to customers
Box 2: Bundles -
Set up product bundles to sell multiple items together (Sales Hub)
Encourage customers to buy more products instead of a single product by combining products in a bundle.
Reference:
https://docs.microsoft.com/en-us/dynamics365/sales/create-product-bundles-sell-multiple-items-together
Question 4
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:
Answer : 
Box 1: Yes -
What fields can be synchronized with Outlook?
You can set synchronization for the entities listed in the following tables.
Entity: Phone Call -
Box 2: Yes -
In Dynamics 365 for Customer Engagement, you can create custom activities to support the communication needs of a business such as instant messaging (IM) and Short Message Service (SMS). To create a custom activity in Customer Engagement, create a custom entity, and specify it as an activity entity using the
EntityMetadata.IsActivity property.
Box 3: Yes -
The timeline helps app users see all activity history. The timeline control is used to capture activities like notes, appointments, emails, phone calls, and tasks to ensure that all interactions with the related table are tracked and visible over time. Use the timeline to quickly catch up on all of the latest activity details.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/what-fields-synchronized-outlook https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/custom-activities?view=op-9-1 https://docs.microsoft.com/en-us/power-apps/maker/model-driven-apps/set-up-timeline-control
Question 5
HOTSPOT -
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
Hot Area:
Answer : 
Box 1: No -
On the command bar, select Qualify. Depending the lead qualification experience chosen by your administrator, you'll either see a prompt for creating the contact, lead, and opportunity records or you'll see a Processing message and the records will be automatically created.
Box 2: No -
What happens when duplicates are found while qualifying leads?
When qualifying a lead, if a duplicate account or contact is detected while creating new records, a duplicate warning is shown to you. Depending on whether your system administrator has enabled the improved duplicate detection and merge experience, you will see the options to resolve duplicates.
Box 3: No -
What happens to notes and attachments when leads are qualified?
When salespeople work on a lead, they use notes to store key information on the things they have researched about the lead. This could be information like new contacts at the site, current value of the contract, vendor information and so on. When a lead is qualified, these notes are displayed in the Opportunity record so that the information is not lost.
Reference:
https://docs.microsoft.com/en-us/dynamics365/sales/qualify-lead-convert-opportunity-sales https://docs.microsoft.com/en-us/dynamics365/sales/qualify-lead-convert-opportunity-sales#what-happens-when-duplicates-are-found-while-qualifying-leads
Question 6
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
Answer : D
Question 7
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
Answer : A
Export to an Excel dynamic worksheet
Export data to an Office Excel worksheet so users can have the latest Dynamics 365 Customer Engagement (on-premises) information any time they view the worksheet. Imagine the CEO of your company getting the critical information they need without having to navigate Dynamics 365 Customer Engagement (on- premises) but instead, merely opening the Excel link on their desktop. You can export up to 100,000 records at a time.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/export-excel-dynamic-worksheet?view=op-9-1
Question 8
You attend a tradeshow. A fellow attendee suggests that you implement Dynamics 365 Connected Customer Service.
What is a valid use case for Dynamics 365 Connected Customer Service?
- A. Analyze customer sentiment from multiple sources.
- B. Respond to and resolve customer issues by using social media.
- C. Use mixed reality applications to assist technicians performing work in the field.
- D. Use IoT devices and AI to predict when a customerג€™s equipment will need service.
Answer : D
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
Question 9
You manage a call center for a company that uses Dynamics 365 Customer Service.
The call center'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
Answer : D
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer#renew-an-entitlement
Question 10
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
Answer : C
Reference:
https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components
Question 11
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:
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
Question 12
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:
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
Question 13
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
Answer : AC
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
Question 14
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:
Answer : 
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
Question 15
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:
Answer : 
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview