HOTSPOT -
A company maintains a group of commercial buildings. The company implements Dynamics 365 Field Service.
A new employee is hired. The employee holds several advanced certifications for maintaining specific types of industrial air filtration units.
You need to add the new employee as a resource in the system.
What should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Show Answer
Correct Answer: Specify the certification type:
Skill
Specify the certification level:
Rating value
Explanation: In Dynamics 365 Field Service, certifications are modeled as skills, while the proficiency or level of that certification is captured using a rating value assigned to the skill for the resource.
Question 73
HOTSPOT -
You are evaluating activity records in Dynamics 365 Sales.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
Hot Area:
Show Answer
Correct Answer: Box 1: Yes
Box 2: Yes
Box 3: Yes
Explanation: Phone call activities support Outlook synchronization.
Dynamics 365/Dataverse allows creation of custom activity tables.
The Timeline control (OOB) is configurable to display and filter activity history.
Question 74
A company uses Dynamics 365 Field Service. The company sends employees to customer sites for repairs. Work orders are created for repairs. No customizations have been made.
A work order status must be automatically changed to the correct stage with resources are booked.
Which three bookable resource statuses should you use?
Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Open-Unscheduled
B. On Break
C. Closed-Posted
D. Traveling
E. Scheduled
Show Answer
Correct Answer: B, D, E
Explanation: The question asks specifically for **bookable resource statuses** that automatically drive the work order stage when resources are booked, using out-of-the-box Dynamics 365 Field Service behavior.
Default booking (bookable resource) statuses include **Scheduled, Traveling, On Break, In Progress, Completed, and Canceled**. Among the answer options, only **On Break, Traveling, and Scheduled** are valid booking statuses.
Options like **Open‑Unscheduled** and **Closed‑Posted** are **work order system statuses**, not bookable resource statuses, and therefore do not meet the requirement.
Question 75
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: Yes
No
Yes
Explanation: 1) Schedule Assistant can prioritize preferred resources (shown first) when they meet all requirements.
2) Work orders are created from cases, agreements, or opportunities—not triggered by requirements.
3) Booking alerts are supported in the Dynamics 365 Field Service mobile app.
Question 76
HOTSPOT
-
A company uses Dynamics 365 Customer Service.
A customer service agent needs to understand how knowledge search works.
How should you explain this feature?
Select the answer that correctly completes the sentence.
Show Answer
Correct Answer: Microsoft Dataverse search
Explanation: Knowledge search in Dynamics 365 Customer Service is powered by Microsoft Dataverse search, which indexes knowledge articles and enables fast, relevant retrieval. Other options like similar cases or Smart assist are related features but not the core search engine.
Question 77
DRAG DROP
-
A company that provides house cleaning services uses Dynamics 365 Customer Service.
The company wants to set up service scheduling. The company needs to gather the following information:
• Cities in which services are offered.
• Personnel and equipment needed to perform services.
• Availability of personnel.
You need to recommend configuration options.
Which configuration option should you recommend? To answer, drag the appropriate configurations to the correct requirements. Each configuration 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: List of cities:
Organizational units
Personnel:
Resources
Personnel availability:
Work hours
Explanation: Organizational units can be structured by geography such as cities. Personnel are represented as bookable resources in scheduling. Availability of personnel is defined by configuring work hours for each resource.
Question 78
HOTSPOT
-
You are examining the functionality of views in 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: No
No
Yes
Explanation: Users can create personal views without system customization rights.
System views cannot be deleted or deactivated (only hidden or modified).
Views support inline editing when enabled (e.g., grids/subgrids).
Question 79
HOTSPOT
-
An online drone retailer uses Dynamics 365 Customer Service. The company uses Customer Service Hub and cases to manage their product warranty and return policies.
Customers that purchase a one-year extended warranty for a drone can exchange it twice for another model. To qualify, an exchange must occur within 30 days, on the condition that the drone has less than 100 hours of flight.
You need to configure the system.
Which setting should you use? To answer, select the appropriate options in the answer area.
Show Answer
Correct Answer: Allocation type: Number of cases
End date: Purchase date + 360
Total term: 2
Explanation: Each exchange is handled as a case, so allocation is based on number of cases. The extended warranty lasts one year, so the entitlement end date is purchase date plus 360 days. Customers are allowed two exchanges, so the total term is set to 2.
Question 80
A company uses Dynamics 365 Sales and Dynamics 365 Customer Service.
The management team wants to understand the benefits of the Dynamics 365 App for Outlook.
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. Track an email from Outlook to an existing sales order in Dynamics 365 Sales.
B. Create a Dynamics 365 email template.
C. Synchronize an appointment created in Dynamics 365 Sales to Outlook.
D. Synchronize a custom field in the contact table to a user-defined field in Outlook.
Show Answer
Correct Answer: A, C
Explanation: The Dynamics 365 App for Outlook allows users to track Outlook emails and relate them to existing Dynamics 365 records such as sales orders, providing visibility across Sales and Customer Service. It also supports server-side synchronization, enabling appointments created in Dynamics 365 Sales to automatically synchronize with Outlook calendars. Creating email templates is done within Dynamics 365, not Outlook, and custom Outlook user-defined fields cannot be synchronized with Dynamics 365 custom fields.
Question 81
The CEO of a company asks you to provide basic reporting for Dynamics 365 Sales.
The solution must have lists of records and visuals and must also support data from multiple, unrelated tables.
You need to determine how to construct the report.
What should you use?
A. Microsoft Excel PivotTable
B. Dynamic worksheet in Microsoft Excel
C. Dashboard
D. View
Show Answer
Correct Answer: C
Explanation: Dynamics 365 dashboards are designed to provide basic reporting directly in the app, combining lists (views) and visual components such as charts. They can surface data from multiple, unrelated tables by placing different charts and views on the same dashboard. Views are limited to a single table, and Excel-based options are external to Dynamics 365 rather than native reporting tools.
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