A new salesperson has user access in Microsoft 365 and salesperson privileges in Dynamics 365 Sales.
The salesperson cannot recall the Dynamics 365 Sales app URL.
You need to provide a location where the user can access the app.
Which URL should you provide?
A. make.powerapps.com
B. portal.azure.com
C. office.com
D. admin.powerplatform.com
Show Answer
Correct Answer: C
Explanation: Dynamics 365 Sales is available to end users through Microsoft 365. By going to office.com and signing in, the salesperson can see and launch Dynamics 365 apps they are licensed for. The other URLs are for app building or administration, not for standard user access.
Question 63
A company allows customers to submit cases through its website. A case type field on the webform has sales and service options.
You need to add the case automatically to the sales or service queue based on the field value, using only out-of-the-box functionality.
What should you configure?
A. record creation and update rule
B. sequence
C. routing rule
D. assistant
Show Answer
Correct Answer: C
Explanation: Routing rules are out-of-the-box Customer Service functionality designed to automatically route newly created cases to the appropriate queue based on defined conditions, such as a case type field value (sales vs. service). Other options do not provide conditional queue assignment for cases.
Question 64
You create a survey by using Dynamics 365 Customer Voice.
You need to share the survey with customers.
What are three possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Embed the survey in a webpage.
B. Post the survey link on social media from Dynamics 365 Customer Voice.
C. Have recipients receive a telephone call from Dynamics 365 Customer Voice with the survey.
D. Have recipients open the survey by scanning a QR code from a mobile device.
E. Send an email with the survey link from Dynamics 365 Customer Voice.
Show Answer
Correct Answer: A, D, E
Explanation: Dynamics 365 Customer Voice supports sharing surveys by embedding them in webpages, sending invitations via email, and generating QR codes that respondents can scan on mobile devices. It does not natively place outbound telephone calls, and it does not provide a built-in feature to post surveys directly to social media platforms.
Question 65
HOTSPOT -
An air-conditioning repair company uses Dynamics 365 Field Service. Customers and users report several issues.
What should you use to resolve each issue? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Show Answer
Correct Answer: Bookable Resource
Connected Field Service
Explanation: A repair person must exist as a bookable resource to appear on the schedule. Connected Field Service enables remote monitoring and proactive service so issues can be detected and addressed even when the customer is away.
Question 66
A company uses Dynamics 365 Sales and Dynamics 365 Customer Service apps.
Technicians doing repair work should not have access to customer orders and invoices.
You need to limit the technicians access to data.
Which feature should you use?
A. Environment-level security
B. Data loss prevention policy
C. Role-based security
D. Row-level security
Show Answer
Correct Answer: C
Explanation: In Dynamics 365, access to entities such as orders and invoices is controlled through security roles. By assigning technicians a role that excludes privileges to read, create, or modify sales-related entities, you can prevent them from accessing customer orders and invoices while still allowing access to service-related data. Environment-level security and DLP do not control record access, and row-level security is more granular than required here.
Question 67
HOTSPOT
-
A company uses 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.
Show Answer
Correct Answer: Yes
No
Yes
Explanation: Dynamics 365 Sales includes an out-of-the-box lead-to-opportunity business process flow that guides users. When qualifying a lead, the related account and contact are created automatically, not manually. Duplicate detection rules notify users if a contact already exists when entering a duplicate record.
Question 68
HOTSPOT
-
A company implements Dynamics 365 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.
Show Answer
Correct Answer: Yes
No
No
Explanation: Excel templates in Dynamics 365 can be used to update existing rows when data is re-imported.
Edits made directly in Excel Online do not automatically sync back to Dynamics 365.
Data can be exported using system views or personal views, not only system views.
Question 69
HOTSPOT
-
A company is evaluating Dynamics 365 Field Service.
The company must be able to manage technicians that perform onsite repairs at client offices.
You need to understand which product features are available to meet the requirements.
Which feature 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: Relate an account to a pending job: Work order
Diagnose a problem by using a list of questions: Inspection
Explanation: In Dynamics 365 Field Service, a work order represents a pending job and is linked to customer accounts. Inspections provide predefined question lists to guide technicians through diagnosing issues onsite.
Question 70
HOTSPOT
-
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
Yes
Explanation: Knowledge articles become available only after they are published, not when merely created.
Users can search knowledge articles from Dynamics 365 Customer Service and the Customer portal.
Knowledge articles support versioning, allowing multiple versions.
Question 71
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. Proficiency model
Show Answer
Correct Answer: A
Explanation: In Dynamics 365 Project Operations, individual qualifications such as professional licenses and certifications are tracked as Skills on a resource record. Roles define job functions, and the proficiency model only rates the level of a skill, not the qualification itself.
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