Microsoft

MB-910

Microsoft Dynamics 365

Fundamentals Customer
Engagement Apps (CRM)
(beta)
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Exam Topic: Describe Dynamics 365 Marketing

QUESTION: 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

Answer(s): A, D

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

QUESTION: 2 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:

A. See Explanation section for answer.

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Answer(s): A

Explanation:

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

QUESTION: 3 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 4 HOTSPOT
A company has implemented Dynamics 365 Marketing.

You need to implement apps to meet the company’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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 5
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.

Answer(s): A, C

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

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QUESTION: 6 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 7 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.

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NOTE: Each correct selection is worth one point.

Hot Area:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 8
A company organizes and runs conferences and other events. The company is considering
using Dynamics 365 Marketing.

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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

Answer(s): A, D, E

Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/manage-event-sponsorships
https://docs.microsoft.com/en-gb/dynamics365/marketing/event-management
https://docs.microsoft.com/en-gb/dynamics365/marketing/event-management

QUESTION: 9 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 10
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

Answer(s): A, B

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

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Exam Topic: Describe Dynamics 365 Sales

QUESTION: 11
A potential customer delays their decision to commit to a big multi-year contract.
You want to find other colleagues who have interacted with the potential customer to discuss
strategies. Which app should you recommend?

A. Customer Service Insights

B. Market Insights
C. Power Virtual Agents
D. Sales Insights

Answer(s): D

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

QUESTION: 12
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

Answer(s): D

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

QUESTION: 13
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

Answer(s): B, C

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Reference:
https://www.crmsoftwareblog.com/2019/09/creating-pdf-quotes-in-dynamics-365/

QUESTION: 14 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

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QUESTION: 15 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 16 DRAG DROP

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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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 17 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 18
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

Answer(s): B, D

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

QUESTION: 19 HOTSPOT
You are evaluating Dynamics 365 Sales as a potential replacement for your company’s existing
sales system. What is a lead? To answer, select the appropriate option in the answer area.
Hot Area:

A. See Explanation section for answer.

Answer(s): A

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Explanation:

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

QUESTION: 20
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

Answer(s): A

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

QUESTION: 21 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 22
A company plans to implement Dynamics 365 Sales.

Which two out-of-the-box features can you use to capture leads? Each correct answer presents
a complete solution.

NOTE: Each correct selection is worth one point.

A. emails
B. CSV files
C. Dynamics 365 Commerce
D. Dynamics 365 Customer Insights

Answer(s): A, B

Reference:

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

QUESTION: 23
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

Answer(s): B

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

QUESTION: 24 HOTSPOT
You are a sales manager working for a paper manufacturer.

You need to create customers in Dynamics 365 Sales and attach the customer’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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 25
You work as a technician and receive your work assignments by using cases in Dynamics 365
Sales. 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

Answer(s): C

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

QUESTION: 26 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

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Exam Topic: Describe Dynamics 365 Customer Service

QUESTION: 27
A company uses Dynamics 365 Customer Service.

The company plans to use support queues to organize and monitor the progress of cases.
Customer support agents will select cases from queues in which they are members. Agents
release case items if they are not able to continue working on a case.

Which statement describes what happens when a case item is released from the queue?

A. The case continues to remain in the agent’s personal queue until someone else selects the
item from the queue.
B. The case is removed from all queues.
C. The case is removed from the agent’s personal queue and returned to the original support
queue.

Answer(s): C

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

QUESTION: 28 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 29 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 30 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 31 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 32
You attend a tradeshow. A fellow attendee suggests that you implement Dynamics 365
Connected Customer Service.

What is a valid use case for Dynamics 365 Connected Customer Service?

A. Analyze customer sentiment from multiple sources.

B. Respond to and resolve customer issues by using social media.
C. Use mixed reality applications to assist technicians performing work in the field.
D. Use IoT devices and AI to predict when a customer’s equipment will need service.

Answer(s): D

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

QUESTION: 33
You manage a call center for a company that uses Dynamics 365 Customer Service.

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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(s): D

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

QUESTION: 34
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(s): C

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

QUESTION: 35 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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: 36 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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: 37
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.

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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(s): A, C

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-
case

QUESTION: 38 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 39 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 40 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

QUESTION: 41 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 42 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:

A. See Explanation section for answer.

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Answer(s): A

Explanation:

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

QUESTION: 43
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

Answer(s): C

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

QUESTION: 44 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 45
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?

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A. Power Automate to transfer cases

B. Service level agreements
C. Knowledge base management
D. Customer Service Insights

Answer(s): C

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

QUESTION: 46 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 47 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

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Exam Topic: Describe Dynamics 365 Field Service

QUESTION: 48 DRAG DROP

A manufacturing company plans to implement Dynamics 365 Field Service.
You need to determine which features are needed to meet the company’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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 49 HOTSPOT

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A service company is planning to implement a new system. You evaluate whether the
company’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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 50 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.

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NOTE: Each correct selection is worth one point.

Hot Area:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 51
A company sells and services clothing washing machines and dryers. The company uses
Dynamics 365 Field Service.

You need to proactively monitor customer’s equipment to identify problems and maintenance
needs. Which two Connected Field Service options can you use?
Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. Dynamics 365 Remote Assist integration

B. Dynamics 365 mobile app
C. Azure IoT Central
D. Azure IoT Hub

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Answer(s): C, D

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

QUESTION: 52 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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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

QUESTION: 53 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 54
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

Answer(s): B

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

QUESTION: 55 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 56
You use Dynamics 365 Field Service.

Each time a customer contacts a call center to request service, you plan to send a technician to
the customer’s location. You receive a service request and create a work order.

You need to identify the next step in the process. What should you do next?

A. Adjust inventory values.

B. Schedule and dispatch the work order.
C. Generate an invoice.
D. Review and close the work order.

Answer(s): B

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/create-work-order

QUESTION: 57 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 58
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?

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A. Open – In progress
B. Open – Unscheduled
C. Traveling
D. Open – Scheduled

Answer(s): A

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

QUESTION: 59 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
technician’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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 60 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 61
An air conditioning company uses Dynamics 365 Field Service.
When a problem is detected with a customer’s air conditioning system, a new case must be
opened automatically.

You need to recommend a solution for the company. What should you recommend?

A. Field Service Mobile

B. Work orders
C. Connected Field Service
D. Universal Resource Scheduling
E. Case management

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Answer(s): C

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

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Exam Topic: Describe Project Operations

QUESTION: 62
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

Answer(s): A, C

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

QUESTION: 63
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 client’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.

Answer(s): C, D

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

QUESTION: 64 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.

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Hot Area:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 65
You are the resource manager for an electrical contractor that uses Dynamics 365 Project
Operations. You need to track information about electricians’ qualifications professional
licenses, and certifications. Which attribute should you use?

A. Skills
B. Roles
C. Rating values

Answer(s): A

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

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QUESTION: 66 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

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QUESTION: 67 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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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

QUESTION: 68
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

Answer(s): A, B

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

QUESTION: 69 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 client’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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 70
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

Answer(s): A, B

QUESTION: 71 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 72
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

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C. Schedule board
D. Universal Resource Scheduling

Answer(s): A

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

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Exam Topic: Describe shared features

QUESTION: 73
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

Answer(s): D

Explanation:
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: 74
You have a chart that displays a summary of accounts by industry.

You need a chart that displays the same data grouped by city. 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.

Answer(s): B, D

QUESTION: 75 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.

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NOTE: Each correct selection is worth one point.

Hot Area:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 76 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.

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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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

QUESTION: 77
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.

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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.

Answer(s): B, D

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

QUESTION: 78 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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 79
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

Answer(s): B

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

QUESTION: 80 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 81
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?

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A. Timeline attachment
B. Word template
C. Documents tab

Answer(s): C

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

QUESTION: 82
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

Answer(s): D

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

QUESTION: 83 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:

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A. See Explanation section for answer.

Answer(s): A

Explanation:

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

QUESTION: 84 DRAG DROP

You are designing reports for a pharmacy. The pharmacy uses Dynamics 365 Sales. Match
each tool to the reporting requirements.

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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:

A. See Explanation section for answer.

Answer(s): A

Explanation:

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

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QUESTION: 85
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.

Answer(s): B, D

QUESTION: 86
You need to update inventory data for a company’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)

Answer(s): C, D

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