Technicians use specialized tools when visiting a client to perform a repair.
A repair visit needs to be rescheduled if the equipment needed is already being used.
You need to implement tools to manage the technician's time and equipment availability.
Which app should you use?
A. Dynamics 365 Field Service
B. Dynamics 365 Remote Assist
C. Dynamics 365 Customer Insights - Data
D. Dynamics 365 Project Operations
Show Answer
Correct Answer: A
Explanation: Dynamics 365 Field Service is designed to manage on-site repair operations, including technician scheduling, work orders, and tracking availability of tools and equipment. It supports rescheduling visits when required resources are unavailable, which matches the scenario.
Question 22
DRAG DROP
-
You use Dynamics 365 Sales.
Business logic must be implemented to ensure business processes are followed.
You need to determine how to implement the business logic.
Which features should you use? To answer, drag the appropriate feature to the correct business logic. 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.
Show Answer
Correct Answer: Streamline the user experience for sales.
Business process flow
Display the approval column if the opportunity value is greater than $10,000.
Business rule
Explanation: Business process flows guide users through standardized sales stages to ensure consistent processes. Business rules control form behavior such as showing or hiding fields based on conditions like opportunity value.
Question 23
HOTSPOT
-
A company is using Dynamics 365 Customer Insights - Journeys.
The company plans to gather information about potential customers by using marketing emails.
You need to configure a link in the marketing emails to retrieve customer information.
Select the answer that correctly completes the sentence.
Show Answer
Correct Answer: landing page form
Explanation: A landing page form is used to capture and retrieve customer information when a recipient clicks a link in a marketing email in Dynamics 365 Customer Insights - Journeys.
Question 24
HOTSPOT
-
A company uses Dynamics 365 Omnichannel for Customer Service.
Select the answer that correctly completes the sentence.
Show Answer
Correct Answer: sessions
Explanation: In Dynamics 365 Omnichannel, each concurrent customer interaction is handled in a separate session, allowing agents to manage multiple customers simultaneously without mixing conversations.
Question 25
HOTSPOT
-
A company is using Dynamics 365 Customer Insights - Journeys to collect customer contact information.
The company plans to send marketing emails to customers who have similar characteristics.
You need to configure a group of contacts based on common characteristics.
Select the answer that correctly completes the sentence.
Show Answer
Correct Answer: segment
Explanation: In Dynamics 365 Customer Insights – Journeys, a segment is used to group contacts based on shared characteristics so they can be targeted with marketing emails.
Question 26
HOTSPOT
-
A company uses Dynamics 365 Field Service. Technicians in the company use the Field Service mobile app to complete tasks when the technician is located at a customer site.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Show Answer
Correct Answer: No
Yes
No
Explanation: The Field Service mobile app is a dedicated app, not accessed via the Power Apps mobile app.
Technicians can view additional records beyond their scheduled work orders.
Customer signatures are not added through the Notes section; they require a configured signature control on a form.
Question 27
A company is using Dynamics 365.
The company plans to converse with customers through social media.
You need to recommend a solution that provides conversation with customers.
What should you recommend?
A. Dynamics 365 Customer Service
B. Dynamics 365 Customer Insights
C. Dynamics 365 Customer Voice
D. Omnichannel for Customer Service
Show Answer
Correct Answer: D
Explanation: Omnichannel for Customer Service enables real-time conversations with customers across social media and other digital channels (such as chat, SMS, and messaging apps) within Dynamics 365. It is specifically designed for managing and engaging in customer conversations, unlike Customer Insights (analytics), Customer Voice (surveys), or the base Customer Service app without omnichannel capabilities.
Question 28
HOTSPOT
-
A company uses Dynamics 365 Customer Insights – Journeys and Dynamics 365 Customer Voice.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Show Answer
Correct Answer: Yes
No
Yes
Explanation: Customer Voice stores survey responses in Dataverse, enabling out-of-the-box charts. Surveys can be distributed through multiple channels and are not required to be sent from a Customer Insights – Journeys journey. Customer Voice supports creating multiple surveys that use the same metrics for comparison.
Question 29
HOTSPOT
-
You plan to use Dynamics 365 Sales to manage an online training business.
Data for users who take training courses will be stored in a contact table using built-in tools.
You need to determine where to store new data.
Which locations should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Show Answer
Correct Answer: Course information → New Microsoft Dataverse table
ID "STUDENT-#" → New autonumber column
Explanation: Course data should be stored in Dataverse for proper relational management in Dynamics 365. An autonumber column automatically generates sequential IDs with a fixed prefix, meeting the required format.
Question 30
A company uses lead scoring models with Dynamics 365 Customer Insights - Journeys.
You need to identify actions that affect lead scores.
Which two actions should you identify? Each correct answer is a complete solution.
NOTE: Each correct selection is worth one point.
A. webpage visits
B. phone calls
C. form submissions
D. event payments
Show Answer
Correct Answer: A, C
Explanation: In Dynamics 365 Customer Insights – Journeys, lead scoring models are typically based on digital interactions that indicate engagement and intent. Webpage visits contribute to behavioral scoring by tracking interest in content, and form submissions are explicit engagement actions that strongly affect lead scores. Phone calls and event payments are not standard inputs for lead scoring models in this context.
$19
Get all 186 questions with detailed answers and explanations
Instant download HTML + PDF delivered the moment payment clears.
Secure Stripe checkout we never see or store your card details.
7-day refund if files are defective see our refund policy.
