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NEW QUESTION 1
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: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/ai/sales/relationship-analytics#analyze-the-health-and-activity-history-of-a-customer-or-opportunity
NEW QUESTION 2
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. Choose two.)
A. Dynamics 365 Customer Insights
B. Dynamics 365 Sales Enterprise
C. Dynamics 365 Sales Insights
D. LinkedIn Sales Navigator
Answer: BD
Explanation:
https://docs.microsoft.com/en-us/learn/modules/value-proposition-mrss/1-intro
NEW QUESTION 3
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. Choose two.)
A. Emails.
B. CSV files.
C. Dynamics 365 Commerce.
D. Dynamics 365 Customer Insights.
Answer: AB
Explanation:
https://www.dyn365pros.com/2015/11/11/microsoft-dynamics-crm-4-simple-steps-for-importing-leads-and-contacts/
NEW QUESTION 4
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: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a-case
NEW QUESTION 5
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: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
NEW QUESTION 6
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. Choose two.)
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
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
NEW QUESTION 7
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 – In progress
B. Open – Unscheduled
C. Traveling
D. Open – Scheduled
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/field-service/work-order-status-booking-status
NEW QUESTION 8
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.
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service
NEW QUESTION 9
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: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/field-service/inspections
NEW QUESTION 10
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. Choose two.)
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: CD
Explanation:
https://docs.microsoft.com/en-us/dynamics365/project-operations/psa/view-resource-utilization
NEW QUESTION 11
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. Choose two.)
A. Time and Material
B. Fixed Price
C. Expense
D. Not-to-exceed Limit
Answer: AB
Explanation:
https://docs.microsoft.com/en-us/dynamics365/project-operations/sales/manage-contract-values-project-based
NEW QUESTION 12
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. Choose two.)
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: BD
Explanation:
https://themscrmexpert.wordpress.com/2016/12/29/understanding-organizations-base-currency-in-dynamics-365-crm/
NEW QUESTION 13
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.
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/manage-sharepoint-documents-document-locations-in-dynamics-365-apps
NEW QUESTION 14
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: D
Explanation:
https://appsource.microsoft.com/en-us/product/office/wa104382045?tab=overview
NEW QUESTION 15
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.
Answer:
Explanation:
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
NEW QUESTION 16
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.)
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/sales-professional/manage-leads-sales-professional
NEW QUESTION 17
Drag and 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.)
Answer:
Explanation:
https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components
NEW QUESTION 18
Drag and 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.)
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/manage-activities
NEW QUESTION 19
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