Q1.You are planning to run an online training school business on Dynamics 365 Sales.
Student information is registered in the Contact table by standard built-in tools.
You need to decide where to store the new data you will handle.
Select the best storage method for each item in the answer area.
Show answer
Dynamics 365 data is stored in Microsoft Dataverse.
When storing a new kind of data such as training course information, creating a new table in Dataverse is the most appropriate approach.
To generate a unique ID that automatically increments by one for each record, use an autonumber column.
This prevents manual ID entry errors and ensures data integrity.
Create and edit tables using Power Apps
Create autonumber columns
Q2.You are a resource scheduler who uses Dynamics 365 Project Operations.
A customer urgently needs a specialist plumbing technician to deal with an emergency that has occurred at their site.
You need to identify a specialist plumber for this customer.
Which two methods can you use to achieve this goal?
Show answer
To find a specific resource (a specialist plumber) in Dynamics 365 Project Operations, resource management tools are appropriate.
The Resource Manager dashboard and the schedule board can visualize and filter resources by role, skills, and availability.
Therefore, methods A and D let you efficiently find the technician you need.
The Gantt chart in option B is mainly for task schedule management, so it is not suited to this purpose and is incorrect.
Dashboards
Resource management mode overview
Q3.Your company uses Dynamics 365 Sales.
So that the sales manager can forecast future sales revenue, you will create a forecast in Dynamics 365 Sales.
Which standard record type is a forecast based on when it is created?
Show answer
The forecasting feature in Dynamics 365 Sales is used to estimate future sales.
This forecast is built on Opportunity records, which capture deal progress and expected revenue.
Leads, accounts, and quotes are also part of the sales process, but the direct source data for a forecast is the Opportunity record.
Therefore, the correct answer is D, Opportunity.
Q4.A customer plans to use knowledge articles to share information when a case is closed.
For each of the following statements, select “Yes” if the statement is true, or “No” if it is not.
| Statement | Yes | No | |
|---|---|---|---|
| The author of a knowledge article can attach images to the article | |||
| Once an agent creates and saves a knowledge article, it is immediately available to other users | |||
| A seasonal article can be unpublished after a specified date |
Show answer
Knowledge articles in Dynamics 365 Customer Service can have images and videos attached to enrich customer support information, so the first statement is “Yes”.
Also, to keep information accurate, an article is published to other users only after it goes through a review and approval process.
It is not available immediately after saving, so the second statement is “No”.
Setting an expiration date lets you automatically unpublish seasonal articles and the like, so the third statement is “Yes”.
Create and manage knowledge articles
Q5.Your company has deployed Dynamics 365 Customer Service.
For each of the following statements, select “Yes” if the statement is true, or “No” if it is not.
| Statement | Yes | No | |
|---|---|---|---|
| You can use a Microsoft Excel template to update row information | |||
| Changes saved in Microsoft Excel Online update the rows in Dynamics 365 Customer Service | |||
| Data can be exported only when a system view is used |
Show answer
The bulk import feature in Dynamics 365 lets you update records in bulk using an Excel template, so the first statement is “Yes”.
Dynamics 365 Customer Service cannot treat Excel as a database, so changes saved in Excel Online are not automatically reflected in the rows.
Therefore the second statement is “No”.
Data export is not limited to system views; it can also be performed by other means, such as personal views, so the third statement is “No”.
Q6.A company uses Dynamics 365 Customer Insights – Journeys together with Dynamics 365 Customer Voice.
For each of the following statements, select “Yes” if the statement is true, or “No” if it is not.
| Statement | Yes | No | |
|---|---|---|---|
| Out-of-the-box charts in Microsoft Dataverse can be created based on survey responses | |||
| Surveys must be sent from a customer journey in Customer Insights – Journeys | |||
| You can create multiple surveys that share the same metric |
Show answer
Survey responses collected in Dynamics 365 Customer Voice are stored in Dataverse, so they can be visualized using the standard chart feature, and the first statement is “Yes”.
Surveys can be sent not only from a customer journey in Customer Insights – Journeys but also by various methods such as email, QR code, and web embedding.
Therefore the second statement is “No”.
Also, you can share the same metric across multiple surveys for comparative analysis, so the third statement is “Yes”.
Work with survey distribution settings
Q7.A company has deployed Dynamics 365 Customer Service.
You need to recommend features that meet each requirement.
Which feature should you recommend for each requirement?
Drag each option to the matching requirement’s drop zone, or tap to place it. Click a filled zone to send it back. (The same option may be used more than once.)
Routing rules
Out-of-the-box dashboards
Plug-ins
Show answer
Omnichannel for Customer Service is a feature that centrally manages inquiries from multiple channels such as chat and SMS, and is required to let customers create cases via online chat.
To create cases by email, you use routing rules that automatically convert incoming email into cases.
To display the number of cases per queue and per agent, out-of-the-box dashboards are suitable.
Plug-ins do not apply to any of these requirements.
Route cases using a basic routing rule set
System requirements for Omnichannel for Customer Service
Q8.A company wants to be able to present quotes to customers based on a parts list.
You need to recommend a suitable solution for this company.
What do you recommend?
Show answer
The requirement to present quotes to customers based on a parts list is a core sales process.
To meet this requirement, Dynamics 365 Sales, with its broad sales capabilities such as lead and opportunity management, quote creation, and product catalog use, is the most suitable.
Customer Insights, Marketing, and Human Resources serve different purposes and are not suited to this requirement.
Welcome to Dynamics 365 Sales
Q9.Your company uses Dynamics 365 Sales and Dynamics 365 Customer Service.
Management wants to understand the benefits of Dynamics 365 App for Outlook.
You need to explain the available features.
Which two features should you explain?
Show answer
The main features of Dynamics 365 App for Outlook are data synchronization and tracking between Outlook and Dynamics 365.
Specifically, you can sync appointments created in Dynamics 365 to Outlook, and track email sent from Outlook by associating it with a Dynamics 365 record (in this case a sales order).
Therefore, the correct answers are A and C.
Creating email templates in option B is not a core feature, and the custom field synchronization in option D is not a standard feature and requires additional configuration.
Use Dynamics 365 App for Outlook
Q10.A prospect is delaying the decision to sign a large multi-year contract.
You want to find other colleagues who have discussed strategy with this prospect.
Which app do you recommend?
Show answer
To find out whether multiple colleagues have interacted with a specific customer and to discuss strategy, the AI-powered Sales Insights features are helpful.
In particular, the “Who knows whom” feature analyzes relationships within the organization and helps identify colleagues who have a connection with that customer.
Therefore, the correct answer is D, Sales Insights.
Enable and configure Sales Insights features