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A company uses Dynamics 365 Sales. The company creates sales proposals as PDFdocuments.The company wants multiple users to access the latest version of a sales proposal inDynamics 365 Sales. Many users do not have access to Dynamics 365 Sales.You need to recommend an app for the company.Which app should you recommend?
A company implements Dynamics 365 Customer Service for their support desk.Agents resolve issues based on their own personal experiences or they must try torecreate the problem. This is causing customer satisfaction issues as resolution time islonger than expected and not consistent.You need to implement a solution to improve consistency of answers and ensure thatagents can share their answers.What should you implement?
A company uses Dynamics 365 Marketing. The company uses a third-party app to sendemail surveys to prospects to better understand their business needs.There is currently no link to prospect records and users report that the survey managementprocess is manual and is difficult to manage.You need to automate the survey process and streamline collection and analysis ofresponses.What are two possible ways to achieve this goal? Each correct answer presents acomplete solution.NOTE: Each correct selection is worth one point.
A company is working with a potential customer on a multi-year contract. The customerdecides to delay their decision to commit to the contract.You want to find other colleagues who have interacted with the potential customer so thatyou can discuss strategies with the colleagues to close the deal with the customer.Which app should you recommend?
A company wants an application that meets the following requirements:Display the latest news about the company.Recommend leads to sales team members.You need to identify an application to meet the requirements. What should yourecommend?
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 toincrease the duration of entitlements from six months to one year.You need to help the customer service manager make the changes. Which status indicatesthat an entitlement must be renewed?
A company uses Dynamics 365 Sales and Dynamics 365 Customer Service.The management team wants to understand the benefits of the Dynamics 365 App forOutlook.You need to explain the available features.Which two features should you explain?Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.
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 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 tominimize travel time for technicians.What should you implement?
Which three capabilities are included in Dynamics 365 Marketing? Each correct answerpresents a complete solution. NOTE: Each correct selection is worth one point.
Your company uses Dynamics 365 Sales.You need to prepare and send a quote to a customer. What are two possible ways toachieve the goal? NOTE: Each correct selection is worth one point.
An online retail company uses Dynamics 365 Customer Insights - Journeys.Customers abandon cans with items after shopping on the company s website. Themarketing manager must send an email to these customers to ask if they want to completethe purchase.You need to select a feature to send the mail.Which feature should you use?
Customers submit suggestions, questions, and cases to a company by using the followingchannels:• Submitting a case in a customer service portal.• Emailing a support mailbox.• Calling a telephone number.The company has two departments. Each department has a defined list of agents. Thecompany distributes all submissions to the correct department.You need to show the agents how the submissions are stored.Which format is used for the submissions?
You use Dynamics 365 Field Service.Each time a customer contacts a call center to request service, you plan to send atechnician to the customer’s location. You receive a service request and create a workorder.You need to identify the next step in the process. What should you do next?
You are a consultant working with a company that sells sporting equipment. The companyuses Microsoft 365 and Dynamics 365 Sales.You need to recommend tools that integrate with Dynamics 365 Sales and improve filecollaboration.What three tools should you recommend? Each correct answer presents a completesolution.NOTE: Each correct selection is worth one point.
A company uses Dynamics 365 Field Service.The maintenance manager wants to be able to add a list of QUESTION NO:s to workorders to ensure that field technicians follow the same steps when servicing customerequipment.You need to explain to the manager which features are available to meet the requirement.Which feature should you use?
A potential customer delays their decision to commit to a big multi-year contract.You want to find other colleagues who have interacted with the potential customer todiscuss strategies. Which app should you recommend?
A company allows customers to submit cases through its website. A case type field on thewebform has sales and service options.You need to add the case automatically to the sales or service queue based on the fieldvalue, using only out-of-the-box functionality. What should you configure?
A company sells and services commercial refrigeration equipment. The company isimplementing Dynamics 365 Project Operations.You need to ensure that you can select a service technician for an assignment that has therequired 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 company plans to implement Dynamics 365 Sales. Which two out-of-the-box featurescan you use to capture leads? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.
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. Agentsrelease 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?
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