A repair company offers five types of service-level agreements (SLAs). Customers can choose an SLA when they purchase a service contract. You define routing and assignment rules to support the SLAs.
A service manager observes that outstanding service requests are not being automatically assigned by the routing rules.
You need to resolve the issue.
What should you do?
A. Configure queue item views.
B. Configure the queue.
C. Create five new queues.
D. Create a view for the outstanding requests.
Show Answer
Correct Answer: B
Explanation: Outstanding requests not being automatically assigned indicates a problem with how routing rules target or interact with queues. Automatic assignment depends on correct queue configuration (such as allowing routing, assignment method, capacity, or eligibility). Views only affect visibility, and creating additional queues does not fix misconfiguration. Therefore, configuring the queue is the correct action.
Question 84
A company is working with a potential customer on a multi-year contract. The customer decides to delay their decision to commit to the contract.
You want to find other colleagues who have interacted with the potential customer to discuss strategies with the colleagues to close the deal with the customer.
Which app should you recommend?
A. Customer Service Insights
B. Market Insights
C. Power Virtual Agents
D. Sales Insights
Show Answer
Correct Answer: D
Explanation: Sales Insights helps sales teams analyze customer interactions and relationships across the organization, identifying who has engaged with a potential customer and providing insights to collaborate on strategies to close deals. The other options do not focus on sales relationship intelligence.
Question 85
HOTSPOT
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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: Discount lists are components of the Dynamics 365 Sales product catalog.
Product families are not limited to two child levels; multiple hierarchy levels are supported.
Product bundles are treated as products and can belong to product families.
Question 86
HOTSPOT
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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: Stakeholders are contacts with an interest in the opportunity, not only users needing record access.
Opportunities can be edited by users on the sales team and others with appropriate access (ownership, sharing, or access teams).
Stakeholder is a predefined connection role used to link contacts to an opportunity.
Question 87
An online retail company uses Dynamics 365 Marketing.
Customers abandon carts with items after shopping on the company’s website. The marketing manager must send an email to these customers to ask if they want to complete the purchase.
You need to select a feature to send the mail.
Which feature should you use?
A. Segment-based journey
B. Trigger-based journey
C. Power Automate desktop flow
D. Email campaign
E. Customer interactions timeline
Show Answer
Correct Answer: B
Explanation: Abandoned cart follow-ups require reacting to a real-time customer action (the cart abandonment event). In Dynamics 365 Marketing, trigger-based (real-time) journeys are designed to start when a specific event occurs and then automatically send personalized emails or other messages. Segment-based journeys and email campaigns are batch-based, while Power Automate desktop flows and interaction timelines are not intended for real-time marketing journeys.
Question 88
HOTSPOT
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A company plans to use Microsoft Dynamics 365 Marketing. You need to describe app event 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.
Show Answer
Correct Answer: Yes
Yes
Yes
Explanation: Dynamics 365 Marketing supports configuring payment gateways for event websites, creating Microsoft Teams webinars directly from Marketing, and managing hotel room bookings (allocations and reservations) that attendees can book via the event website.
Question 89
HOTSPOT
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You are creating segments in 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.
Show Answer
Correct Answer: Yes
No
No
Explanation: Dynamics 365 Marketing supports dynamic segments based on multiple related entities.
Static segments are not required to be manually picked; the statement’s requirement is incorrect.
Segment scope controls organizational visibility, not whether a segment is dynamic or static.
Question 90
HOTSPOT -
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
Hot Area:
Show Answer
Correct Answer: No
No
No
Explanation: 1) Lead qualification can automatically create the contact; no manual addition is required.
2) Duplicate detection shows warnings and resolution options; it does not completely block creating a contact.
3) Notes and attachments are automatically carried over to the opportunity when the lead is qualified.
Question 91
A company uses Dynamics 365 Sales.
The company must use Export to Excel to edit multiple records. Microsoft Dataverse must update automatically.
You need to select the option.
A. Dynamic worksheet
B. Static worksheet
C. Dynamic PivotTable
D. Open in Excel Online
Show Answer
Correct Answer: D
Explanation: The requirement is to edit multiple records and have Microsoft Dataverse update automatically. Only **Open in Excel Online** maintains a live connection to Dataverse where edits made in Excel are written back directly. Dynamic worksheets can refresh data from Dataverse but do not reliably push edits back automatically, and static worksheets or PivotTables do not support automatic updates.
Question 92
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.
Hot Area:
Show Answer
Correct Answer: Box 1: No
Box 2: Yes
Box 3: No
Explanation: Knowledge sources are not limited to the current organization and can include external repositories.
Knowledge articles can be inserted and sent via email from Dynamics 365 Customer Service.
Knowledge articles support rich text, images, and media, not just basic text.
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