MB-910 Reviewer in Microsoft Learn Flashcards

Question

# Dynamics 365 Customer Engagement Apps A company uses Dynamics 365 Customer Engagement apps. You need to locate the details for an account and the corresponding leads and opportunities with minimum effort. Which option should you choose? a. Advanced Filter b. Quick Find c. Advanced Find d. Categorized Search

Answer 1

d. Categorized Search Categorized Search is a multi-searching option that performs a search across multiple tables. The user can get the required details fro m multiple tables by using the Categorized Search. Advanced Filter capabilities provide the ability to add filter conditions using details from multiple tables, but it performs a search on one table at a time. The user must perform filtering on each of the tables to get the required details. Quick Find is a searching option that allows searching one table at a time. The user must perform quick Find search on each of the tables to get the required details. The Advanced Find option allows adding filter conditions from multiple tables but searches only one table. The user must perform the Advanced Find on each of the tables to get the required details.

Answer 2

C. Report Wizard The Report Wizard generates a formatted report that can be exported to Microsoft Word, Excel, or as a PDF document. This document can be shared with users who do not have a Dynamics 365 license. Charts are visualizations of Dynamics 365 data. Dashboards have multiple views and charts of different tables. Views are lists of records for a table. Charts, dashboards, and views can only be used from within one of the Dynamics 365 customer engagement apps.

Answer 3

d. view Views are lists of records for a table. Users can filter the list of records and sort the data by the columns. Charts are visualizations of Dynamics 365 data. Charts show aggregated data for a table not a list of records. Forms display the data columns for a single record. Power BI dashboards have visualizations of data. Power BI visuals are summarized data. Power BI table has a table visual that shows data in a table, but this table cannot be sorted by the user.

Answer 4

c. Create a new contact in Dynamics 365 d. Send sales literature as an email attachment e. Track emails into Dynamics 365 The Dynamics 365 App for Outlook can crate and edit core records such as contacts. The App for Outlook tries to match existing contacts and allows user to create new contacts in Dynamics 365. The Dynamics 365 App for Outlook supports inserting sales literature documents as attachments to outbound emails. The Dynamics 365 App for Outlook enables a user to track an email so that it appears in the timelines of related Dynamics 365 records. The Dynamics 365 App for Outlook can create and edit some record types in Dynamics 365 but cannot add a stakeholder to an opportunity. The Dynamics 365 App for Outlook does not support work orders. There is a separate mobile app for field service technicians to complete work orders.

Answer 5

d. Opportunities can be edited in a Teams channel and edited in the Dynamics application within teams Records shown in Teams can be edited. Records shown in Teams can be edited regardless of whether the record is shown in a Teams channel or within the Dynamics application.

Answer 6

a. Microsoft Teams b. Microsoft Outlook Dynamics 365 Sales data can be accessed from Microsoft Outlook, with the App for Outlook add-in, and from Microsoft Teams under tabs in channels. LinkedIn Sales Navigator and SharePoint can both be integrated with Dynamics 365 Sales, but these apps do not display data from Dynamics 365 Sales.

Answer 7

c. Power BI visualizations can be used in Dynamics 365 Sales or Dynamics 365 Customer Service. Power BI provides business analytics capabilities that are often used to connect to Dynamics 365 apps and provide important insight into a company. These visualizations can then be used in Dynamics 365 apps such as Dynamics 365 Sales or Customer Service.

Answer 8

b. Office 365 portal The easiest way to access customer engagement applications is through a web browser on the device of a user's choice. Users can access business applications such as Dynamics 365 customer engagement apps from the apps area of the Office 365 portal. There are other portals that allow users to configure app, such as Power Apps maker portal and Microsoft Power Platform admin center. However, these do not provide direct access to customer engagement apps.

Answer 9

c. Opportunity e. Case Using the Convert to Work Order button on the command bar of hte Opportunity form, the opportunity record can be converted to a work order. Using the Convert to Work Order feature, the case record can be converted to a work order. There is not an option to convert a lead, contact, or account to work order. | Work Order is the main record for D365 Field Service

Answer 10

a. Customer asset A Customer asset represents equipment installed and supported at a customer location. You can create work orders for an asset to service the asset and thus create a service history for the asset showing all work performed on the asset. An IoT device is a separate record. An IoT device can be associated with a customer asset. A customer asset can be a single IoT device or has multiple IoT sensors each sending telemetry data. The service account is the customer location where the work orders are performed.

Answer 11

c. Posted A resource manager or supervisor will set the status of the work as Posted, after reviewing and verifying the completed work order. The Completed status of the work order only indicates that the work order has been completed by the technician. The Qualified status applies to lead record when a potential lead has been identified and not the work order. The Resolved status applies to a case record when a customer problem has been solved and not the work order.

Answer 12

c. Dynamics 365 Field Service

Answer 13

b. IoT Alert Issues reported by IoT devices are stored in IoT Alert records, so this is where the data is stored. An Incident Type record is not created when IoT devices are devices reports an issue. Incident Types are used as service templates for work orders. A case record is not created when IoT devices report an issue. Cases are used to record requests for service or help from customers. A work order is not created when IoT devices report an issue.

Answer 14

b. Connected Field Service Connected Field Service generates work orders based on telemetry anomaly alerts and enables proactive preventative maintenance. Agreements are used to create work orders based on a schedule for preventative maintenance. Inspections are performed by the technician during work orders to record the status of equipment and other relevant information. Inspections do not help in proactive maintenance. Work order types are used to categorize work orders but are not used in the processing or scheduling of work orders.

Answer 15

b. Displays upcoming appointment for technicians The schedule board shows the schedule for all technicians. Active work orders display in the work order's view, not the schedule board.

Answer 16

a. returns e. purchase orders Dynamics 365 Field Service contains functionality to manage product inventory that is delivered and installed at customer locations by using work orders. Inventory management includes purchase orders to order products that are delivered to warehouses. When a product is taken from a warehouse and used to replace faulty equipment, returns are used. The returned product can then be returned to the vendor or put back in the warehouse. Dynamics 365 Field Service inventory management automatically tracks the product quantities. When a product is installed at a customer location, it can optionally be created as a customer asset. Inventory management is not used to track assets. Resources represent the field service technicians that are scheduled to deliver service at a customer location. Resources are not part of inventory management. Work orders define the location where work is to be performed, the steps taken, and any products or services used in the work order. Work orders are not part of inventory management.

Answer 17

b. contact d. opportunity In the default D365 Sales lifecycle, a contact record and an opportunity record can be generated on the qualification of a lead. In the default D365 Sales lifecycle, a quote record is generated from an existing opportunity, not a quote. Competitor records can be manually created and associated with an opportunity. Stakeholder records can be manually created and associated with an opportunity.

Answer 18

c. opportunity The estimated revenue from the opportunity is used in sales pipeline forecasting. A forecast predicts how much revenue your sales team will generate. The account hierarchy can be used to breakdown and analyze sales forecasts but no values from the account records are used in the forecast. Leads are not included in sales pipeline forecasting. You must qualify a lead to include the prospective customer in forecasts. Quotes are not used in sales pipeline forecasts. The related opportunity is used instead. Sales orders are not used in sales pipeline forecasts. The value of the won opportunity is used, not the value of the order.

Answer 19

a. Add a new quote to the opportunity Adding a new quote provides the second quote for the customer without affecting the sales pipeline. Revising the quote closes the first version and does not create an alternative. Although creating a new opportunity will create an alternative quote, the sales pipeline will show a value that is too high – the potential sale to the customer is being counted twice. This adds the costs of both quotes, and the opportunity will be too high.

Answer 20

c. Active Quotes are activated to be sent to a customer. Active makes the quote read only. Users can revise quotes in an active status. Quotes can be in a closed status if the quote has been lost, cancelled, or revised. The quote can be reactivated but not revised. The draft status is the initial status of a quote. Quotes in a draft status can be closed or activated. Users can mark a quote as won. This makes the quote read only.

Answer 21

a. accounts b. appointments Accounts are a type of customer record corresponding to organizations. Accounts are used in all the Dynamics 365 customer engagement apps. Appointments are a type of activity that records the meetings you have with customers. Appointments are used in all the Dynamics 365 customer engagement apps. Cases are for customer issues and are primarily used in Customer Service but are also available in Field Service and Sales but not Dynamics 365 Customer Insights - Journeys. Resources are used when scheduling and are used primarily in Field Service but are also available in Custome rService but not Sales or Dynamics 365 Customer Insights - Journeys

Answer 22

a. Timeline Timeline displays activities related to a record in the form, which provides a way to view all the interactions. Filter options need to be applied to the view to display all the activities related to a customer. A search needs to be performed on the Activities View to find all the related activity records of a customer. A query needs to be defined in Advanced Find to view all the related activity records for a customer.

Answer 23

b. Export to Excel as a dynamic worksheet Export to Excel as dynamic worksheet creates a file with a snapshot of records. Each time the file is opened, the user can select to refresh the data so that the current set of active cases is shown. Export to Excel as static worksheet creates a file with a snapshot of records. It does not get updated each time the file is opened. Opening in Excel Online opens records so that they can be edited and then saved. It does not create a file that can be distributed. Export using an Excel template creates a file with a snapshot of records using a previously uploaded template. It does not get updated each time the file is opened.

Answer 24

a. Microsoft Excel Workbook (.xlsx) c. xml spreadsheet 2003 (.xml) Excel Workbook (.xlsx) files and Xml Spreadsheet 2003 (.xml) files can be imported using the default import functionality. Excel 97 – Excel 2003 Workbook (.xls) and Text (Tab-delimited) (.txt) are not supported file types for the default import functionality.

Answer 25

d. Server-side synchronization Server-side synchronization allows emails to be synced from Exchange to Dynamics 365 applications and tracked automatically against the related contact. Auto Capture provides activity suggestions for emails, but this is visible only to the email’s recipient when logged in as a Dynamics 365 Sales user until it is saved in Dynamics. The Dynamics 365 App for Outlook allows users to manually track emails. However, it will not automate the tracking of emails. T he Assistant provides support to sellers by displaying actionable adaptive cards based on the organization's need.

Answer 26

b. Create personalized experiences Dynamics 365 customer engagement apps help users create personalized marketing, sales, and service experiences by using data and intelligence to improve every interaction. The Dynamics 365 customer engagement apps prioritize with whom to engage and identify how and when to connect. Controlling finances, improving supply chain management, and managing human resources are provided by finance and operations apps, not the customer engagement apps.

Answer 27

b. Apply logic and data validation d. Extend Dynamics 365 with Power Apps Dynamics 365 customer engagement apps store their data in Microsoft Dataverse. The customer engagement apps share the same Dataverse data store, allowing the apps to work together without integration. Users can build Power Apps that use the same Dataverse data to extend Dynamics 365 customer engagement apps. Logic and validation can be built into Microsoft Dataverse using tools such as business rules, and this logic will then be applied to the Dynamics 365 customer engagement apps. Customer self-support is provided by Power Pages and Power Virtual Agents. Although you can expose Dynamics 365 data stored in Dataverse through Power Pages, it is not a feature of Dataverse. Insights into your customer data is provided by the Dynamics 365 customer engagement apps themselves by using AI or by using the analytics features of Power BI.

Answer 28

b. Qualify a lead A lead must be qualified to create an opportunity from which a quote and then an order can be created. Only draft quotes can be activated. Creating an order will not create an order from the lead. Completing open activities is not required nor necessary to follow the sales process to create an order.

Answer 29

c. lead, opportunity, quote, order, invoice The standard sales process is lead, opportunity, quote, order, invoice. A lead is qualified to an opportunity, from which a quote is created. From the quote, a user can create an order, and from the order an invoice can be generated.

Answer 30

b. quote A quote contains a formal offer to the customer. You can activate a quote to lock the products and pricing. During negotiation with the customer, you can revise the quote and make changes to products and pricing. Each revision is stored with a revision id, and you can see the history of changes to the products and pricing. An opportunity holds the current product and pricing details. Any changes to the products and pricing are reflected in the value of the opportunity and no history is held. Products can be revised but any changes to a product will be reflected in all sales records that use the product. Changes for a customer should be made on the quote, not the product. The sales order is created after the customer has agreed to the quote.

Answer 31

a. Close the quote Closing a quote allows the user to select lost as the close status reason and to close the opportunity. This keeps a record of lost business. Revising a quote creates a new draft quote and does not change the status of the quote to lost. An opportunity with a related quote cannot be closed, the quote must be closed first. Deleting the opportunity will delete the opportunity and quote but will not keep a record of business lost.

Answer 32

e. invoice Invoice records can be created manually or can be automatically generated onthe fulfillment of an order. Quote records can be generated from an opportunity or without association to na existing opportunity Account records can be created manually or automatically created on the qualification of a lead record. Opportunity records can be created manually or automatically created on the qualification of a lead record.

Answer 33

a. Create an order d. Revise the quote The quote is marked as won and an order is created when the prospect accepts it. The quote is revised when changes are made for it. A quote cannot be edited once it has been presented to the prospect. The quote can only be revised. An invoice is created from an order, not a quote.

Answer 34

a. Leads in Dynamics 365 Sales show potential matches in LinkedIn c. A user can send LinkedIn InMail messages from a Dynamics 365 Sales account record When LinkedIn Sales is integrated with Dynamics 365 Sales it shows potential matches with LinkedIn members on lead records. When LinkedIn Sales Navigator is integrated with Dynamics 365 Sales a user can send LinkedIn InMail messages from an account record. LinkedIn Sales Navigator does not automatically create leads in Dynamics 365 Sales. LinkedIn Sales Navigator does not automatically updates contacts in Dynamics 365 Sales.

Answer 35

c. assistant Assistant analyzes all the data at its disposal and generates a collection of action cards. Call insights is a feature available in Customer Service Insights that allows supervisors to receive valuable information to coach agents. Conversation intelligence is a feature available in Sales Insights that allows sales managers to receive valuable information to coach their sales teams. Email engagement helps users create more effective email messages and learn how contacts are interacting with them.

Answer 36

a. Create knowledge articles b. Use the knowledge search pane Agents can create knowledge articles. Agents will need to know how to use the knowledge search pane. Agents will not need to know how to create an integration with Power Virtual Agent. This would be the job for an administrator. Article categories are managed by an administrator, not an agent.

Answer 37

d. Create an entitlement An entitlement records the number of cases or amount time a customer is allowed. Default entitlement can be used for customers, but the number of cases allowed is the same for all customers. Entitlement templates are used while creating entitlements and cannot be linked to a customer. SLA KPI is a measure used on SLAs and is not relevant to entitlements.

Answer 38

b. knowledge article Knowledge articles hold information useful to agents and customers in resolving their issues. Knowledge articles are created for commonly experienced problems and issues. An entitlement specifies the amount of support a customer is entitled to and optionally their service-level agreement (SLA). An entitlement does not help an agent in resolving the issue. The recent cases pane displays the most recent case for a customer. It does not show similar cases or help the agent in resolving the issue. A business process flow assists the agent in the next steps to perform on a case but does not help the agent in resolving the issue.

Answer 39

a. Publish the article Only published articles are shown in a portal. Approved articles are not shown in a portal. Keywords are not necessary for an article to be shown in a portal. Categories are not necessary for an article to be shown in a portal.

Answer 40

a. Publish the article Articles must be published by default, to be displayed on the website. Articles which are approved will allow the article to be translated. However, it will not automatically expose the article to the website. Setting the user's default language will allow users to create articles in their own language. However, it will not expose the article to the website. Setting the organization's default language will allow users to create articles in the default language of the organization. However, it will not expose the article to the website.

Answer 41

d. real-time notifications As new conversations are received, Omnichannel notifies in real-time an agent to handle the conversation. Sessions are available with Omnichannel but are also available with the Customer Service workspace, thus are a feature not solely available with Omnichannel. IoT devices are a feature of Connected Customer Service. Scheduling is a feature of Service Scheduling.

Answer 42

d. Dynamics 365 Omnichannel for Customer Service Omnichannel for Customer Service contains an engagement hub that Power Virtual Agents chatbots can use to transfer conversation to a human agent. The chatbot's conversation is preserved and is visible to the human agent. LinkedIn Sales Navigator and Dynamics 365 Sales, Dynamics 365 Customer Insights - Journeys, and Customer Voice do not integrate with Power Virtual Agents.

Answer 43

a. Omnichannel historical analytics Omnichannel historical analytics provide detailed conversations and topic analytics. Customer Service historical analytics is used for the analysis of AI-generated conversation topics; the Customer Service historical analytics report does not provide information about conversations. The Intraday dashboard is used for supervisors to track the status of the contact center's KPIs. The Ongoing Conversation dashboard provides information about conversations that agents are managing. Neither the Intraday nor the Ongoing dashboards provide a detailed breakdown of conversations, and a breakdown

Answer 44

d. Posted When a work order is set to Posted, an invoice is generated. When a work order is scheduled, a related resource booking is created. The work has not yet been performed. Approved is not a status for work orders. Approved is a status for time entries. When the Completed status is set it signifies the work is complete but not ready for invoicing.

Answer 45

c. Dynamics 365 Field Service Dynamics 365 Field Service includes the ability to schedule resources and equipment for a work order. Dynamics 365 Customer Service includes the ability to schedule resources and equipment using service scheduling. Workers should use work orders which will not be scheduled via service scheduling. Dynamics 365 Customer Insights - Journeys and Dynamics 365 Guides do not include the ability to schedule resources and equipment.

Answer 46

a. Inspections Inspections can be configured to be completed for each work order and are available in the Dynamics 365 Field Service mobile app in offline mode. Customer Voice allows surveys to be completed and can be configured to be associated with a Field Service work order but is not available in offline mode. Incident types define the tasks, products, and effort that should be added to a work order. Incident types will not allow engineers to complete surveys. Work orders define the work that must be completed. Work orders will not allow engineers to complete surveys.

Answer 47

c. resources e. work orders Field Service scheduling is the process of booking resource(s) for work orders. Resources are required for scheduling. Field Service scheduling is the process of booking one or more resources against a work order. Work orders are required for scheduling. Customer assets are equipment at customer locations where work orders are performed. Customer assets can be associated with work orders. Incident types can be used to make the creation of work orders easier and quicker. Incident types are template work orders. Work orders can be created without an incident type. Service tasks can be added to work orders and is the checklist that the technician will perform during a work order. Customer assets, incident types, and service tasks are not needed to schedule the work order.

Answer 48

c. Resource Preference Resource Preference records are used to specify which resource(s) should be used when scheduling A Bookable Resource represents something that can be scheduled. A Work Order contains details of a job that needs to be completed. A Requirement Characteristic details the skills that a resource must possess and not a specific resource.

Answer 49

c. Service account e. Work order type Work orders can contain a large amount of information relating to the location and type of work to be performed as well as the customers preferences to be considered when scheduling the work order. However, only a few fields are mandatory and there is logic that prefills fields from the selected account and work order type. The billing account, service territory, and price list are filled from the service account and work order type. Because Dynamics 365 Field Service has to handle many different service scenarios, only the ** service account, work order type, and price list **are required to be able to create a new work order. The work order status defaults to Open – Unscheduled.

Answer 50

b. Dynamics 365 Customer Insights - Journeys Dynamics 365 Customer Insights - Journeys enables users to manage events. Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Remote Assist do not include event management capabilities.

Answer 51

b. Connect the lead to a contact or account Lead scoring only works for leads that are associated with a contact or account. Lead scoring does not require that leads have an email address or a business process flow. Leads are scored according to all defined scoring models. They cannot be selectively associated with specific models.

Answer 52

b. customer journey Customer journeys use segments and branching to send automated emails to contacts. Business process flows are used to track internal processes, not automated emails. Sequences can create automated emails, but not by using segments. Workflows do not use segments in its automation.

Answer 53

c. Help define when a lead is likely to be sales ready A lead scoring model assigns points for actions taken by leads and at a defined threshold the lead is set to sales ready A lead scoring model does not provide an estimate of how much a lead is likely to spend. A lead scoring model does not count the number of segments that a lead belongs to. A lead scoring model does not provide an estimate of the probability that a lead will make a purchase.

Answer 54

a. Prioritize leads b. Organize events Dynamics 365 Customer Insights - Journeys can be used to prioritize leads. Dynamics 365 Customer Insights - Journeys can be used to organize events. Quote generation is available within Dynamics 365 Sales and is not available in Dynamics 365 Customer Insights - Journeys. Sequences help sales managers enforce best practices by allowing the configuration of standard activities to be followed by the sales team. Management of stakeholders and set up of the sales team is a feature available by default within the Dynamics 365 Sales module.

Answer 55

b. Use Dynamics 365 Customer Voice Dynamics 365 Customer Voice provides features such as personalized surveys, insights, reports, and support for multiple channels including email, web, and mobile. Dynamics 365 Customer Voice integrates with Dynamics 365 Customer Insights - Data, Dynamics 365 Customer Insights - Journeys, and other customer engagement apps to capture and analyze customer feedback. Email is not the most efficient option, as it is difficult to collect and analyze feedback as compared to Dynamics 365 Customer Voice. Phone Call is not the most efficient option as it is difficult to collect and analyze the feedback compared to Dynamics 365 Customer Voice. Capturing the responses in the case record is not the most efficient option, as it does not provide rich features such as Dynamics 365 Customer Voice.

Answer 56

a. Apply routing rule e. Route the case and select the team's queue Dynamics 365 Customer Service includes automatic case routing based on rulesets. The Apply routing rule will add the case to the correct queue based on the rules defined. The route case button allows the user to select a queue to route the case to. Assigning a case changes the owner of the case; it does not change the queue the case is in. Picking the case assigns the case to you and marks the case as being worked on in the queue. Releasing the case removes the case from the queue, leaving the case not in any queue. Sharing cases does not change the queue the case is in.

Answer 57

d. Dynamics 365 Omnichannel for Customer Service Omnichannel for Customer Service contains an engagement hub that Copilot Studio bots can use to transfer the conversation to a human agent. The bot’s conversation is preserved and is visible to the human agent. LinkedIn Sales Navigator and Dynamics 365 Sales, Dynamics 365 Customer Insights - Journeys, and Customer Voice do not integrate with Copilot Studio bots.

Answer 58

a. cases The Active Conversation screen provides an overview of the selected customer. It is read only and provides information about cases, customers, timelines, and conversation history. It does not provide information about accounts or transcripts.

Answer 59

b. Monitor agent interations The Omnichannel Ongoing Conversations dashboard enables the Omnichannel supervisor to monitor agent interactions. The Omnichannel administrator configures routing for work items. A user who is assigned the productivity tools administrator security role performs management of agent scripts. Omnichannel agents can reassign work items to other agents in their group.

Answer 60

a. Add products b. Add a quote Note: Qualified lead = Opportunity You should add products to the newly created opportunity for your solution that meet the customer’s requirements. This prices the opportunity. You should add a quote to the opportunity. This action creates a quote and copies the details and products from the opportunity to the quote. Creating a quote enables you to present your offer to the customer. You should only create a sales order when the customer accepts the quote. You should present the offer to the customer from an activated quote. An activated quote locks in product pricing.

Answer 61

b. Qualify a lead

Answer 62

a. Create an order d. Revise the quote The quote is marked as won and an order is created when the prospect accepts it. The quote is revised when changes are required for it. A quote cannot be edited once it has been presented to the prospect. The quote can only be revised. An invoice is created from an order, not a quote.

Answer 63

d. auto capture Auto capture shows relevant untracked emails from the user’s Exchange mailbox on the timeline of an opportunity. Notes analysis suggests actions based on activities recorded against a customer. Email engagement shows message interactions – such as clicking on links and opening attachments rather than messages. Assistant shows suggested actions and reminder cards. Notes analysis, email engagement, and assistant do not show messages from Exchange.

Answer 64

b. Assistant The Assistant combines and analyzes data to generate action cards. Action cards help to ensure that you do not miss deadlines or appointments and notify you of important customer information. Auto capture suggests email messages and appointments from your Outlook account inside Dynamics 365 Sales. Predictive lead scoring helps you to focus on revenue generation efforts by providing a score to prioritize efforts on quality leads. Talking points displays topics to start a conversation with your customer such as sports, vacation, family, or entertainment.

Answer 65

a. Prioritize efforts on leads more likely to qualify d. Provide suggestions when creating activities Sales Insights includes predictive lead scoring, allowing sellers to focus on the leads that will be qualified more easily with higher values. Sales Insights generates intelligent suggestions when creating activities by analyzing notes captured in Dynamics 365 Sales. Dynamics 365 Customer Voice captures and analyzes feedback from survey responses using sentiment analysis. Dynamics 365 Customer Insights - Data merges data from multiple sources to create unified customer profiles.

Answer 66

b. Prepare for sales meetings c. Summarize email conversations d. Track emails to Dynamics 365 Sales Copilot for Sales uses AI to assist sellers through creation of email conversations and preparation documents for sales meetings. Copilot for Sales can also create records in Dynamics 365 Sales, including tracking emails, into Dynamics 365 Sales and then link the emails to records in Dynamics 365 Sales data. Auto capture is a feature of Dynamics 365 Sales Insights that displays untracked emails in the record timeline in a Dynamics 365 Sales form. Dynamics 365 App for Outlook is a separate app that bridges the gap between Outlook and Dynamics 365 Sales data.

Answer 67

c. Link the inspection records to service task types Inspections must be linked to service task types. Inspections cannot be linked to work orders, service task types, or bookings.

Answer 68

d. Posted When a work order is set to Posted, an invoice is generated. When a work order is scheduled, a related resource booking is created. The work has not yet been performed. Approved is not a status for work orders. Approved is a status for time entries. When the Completed status is set it signifies the work is complete but not ready for invoicing.

Answer 69

d. LinkedIn Sales Navigator LinkedIn Sales Navigator unlocks the full sales potential of LinkedIn with a powerful set of search capabilities, visibility into extended networks, and more. Sales Insights extends the native sales app to add additional AI capabilities which improve the sales experience. Call insights is a feature available in Customer Service Insights that allows supervisors to receive valuable information to coach agents. Conversation intelligence is a feature available in Sales Insights that allows sales managers to receive valuable information to coach their sales teams.

Answer 70

a. account b. contact Account represents a company or organization which can be a customer. A contact represents a person who can be a customer. A lead does not represent a customer; it stores details of possible interest and cannot be used as a customer in other records. An opportunity does not represent a customer; it stores details of a potential sale and cannot be used as a customer in other records.

Answer 71

c. loyalty points earned e. total transaction value Measures can be created from customer attributes and activities. Loyalty points earned and total transaction value are some of the template measures for which you can create measures. Activities are interactions, such as purchases, shown in the timeline. You can create measures using activities, but activities are not measures. Brands and interests are enrichments that are added to customer profiles based on similar customer profiles.

Answer 72

c. Microsoft Azure Machine Learning Custom models created with Azure Machine Learning can be imported and used in Customer Insights – Data predictions. The prebuilt and customizable AI models in Azure AI services (formerly named Azure Cognitive Services) cannot be used with Customer Insights – Data. Power Platform AI Builder models are not available in Customer Insights - Data. Azure Databricks, an Apache Spark-based machine learning platform, cannot be used with Customer Insights – Data.

Answer 73

b. enrichment d. segment Segments in Dynamics 365 Customer Insights – Data are used to group contacts based on demographics, and transactional or behavioral attributes. Customer profiles can be enriched to include brand affiliations, and this can be a factor when creating a segment. Activities and measures can also be created, which provide additional insights. However, activities and measures will not enable brand affiliations to be identified or allow creation of a group of contacts.

Answer 74

d. Define customer activities Customer activities allow actions and events performed by the customer to be visible on the customer profile. The customer profile can be enriched with additional data from Microsoft and machine learning models. However, this will not be a part of the timeline or be visible on the profile in a chronological order. Measures allow the unified data from the customer profile to be used to assess business performance and customer behaviors but are not visible on the customer profile’s timeline. Relationships are a part of unifying the data to create a customer profile.

Answer 75

b. queue d. routing rule set Queues are used to organize work and group support requests. You create a queue for cases to be handled by the specific support team. Routing rule sets are used to route cases to the appropriate agent or queue. You create a routing rule set to route cases for the relevant customers to the relevant queue. Service-level agreements provide targets for when a support request must be responded to or resolved. Entitlements track the amount of support a customer is allowed. Service-level agreements and entitlements are not relevant to who provides the support.

Answer 76

c. only for cases that are not linked to an entitlement When a case is not linked to an entitlement, then the default SLA is used. When a case is linked to an entitlement that has an SLA linked to it, then the SLA on the entitlement is used. The default SLA is not used on all cases, it is only used when a case is not linked to an entitlement or when the case is linked to an entitlement that is not linked to an SLA.

Answer 77

a. brands d. measures The customer profile tile shows the customer attributes, activity timeline, brands, and measures. The filter is available on the Customers page. Segments are created from the customer profiles based on customer attributes, but the segments associated with a customer profile are not displayed on the customer profile tile. Matching rules are used for the unification of data to create customer profiles, but the rules are not displayed on the customer profile tile.

Answer 78

a. crew c. pool Crews are a resource type that can be scheduled. Pools are a resource type used as a placeholder until a defined resource is selected. Warehouse is a field on the resource record that defines where parts will come from. Organizational units define where the resource will start/end their day at.