Topic 1, Bellows College

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study

To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Bellows College enrolls 10,000 students a year. Students purchase books and supplies from five physical stores near the campus. The stores carry essential books and supplies that students need for classes and labs. Store employees are students that are allowed to manage and run the stores in the Bellows College Retail and Hospitality management program.

Current environment

General

Bellows College uses Dynamics RMS. The college is migrating to Dynamics 365 Commerce.

All stores follow the same set of 40 opening and closing procedures. Managers from each store assign these tasks to store workers. These tasks include returning unsold inventory back to the shelves, vacuuming the floor, cleaning the bathrooms, and sanitizing all

customer-facing surfaces.

Each morning, store employees print several educational sales reports for retail operations and education.

Customers

The school teaches the art of upselling and predictive customer behaviors to students who major in retail and hospitality and work at the stores. Students use the store worker experience to relate their textbook studies to real-world applications.

Inventory

Stores have visibility into the products that will need to be stocked and sold for upcoming classes. The stores do not have visibility into the number of students in the classes. Inventory is often low, and product availability is unpredictable during different times of the semester in different stores.

A store that does not have an item in stock may call the other stores to inquire about product inventory. The stores want to be able to do a better job predicting required inventory levels.

Products

Products are categorized by the groups:

All products

– General supplies:

– – Pens

– – Paper

– – Other

– Beverages

– Snacks

– Books:

– – Chemistry

– – History

– – Mathematics

– – Science

– – Technology

– – Education

– – Other

– Apparel:

– – Men’s

– – Women’s

– – Children’s

– – All

– Merchandise

– Other

Pricing

✑ All books are sold at the manufacturer’s suggested retail price (MSRP) price. The stores never provide discounts for books.

✑ General school supplies, such as pens and paper, are more expensive at a store located in the student community center.

✑ All products, other than books, are repriced once a month by using an average cost of the products plus 20 percent.

✑ Students receive a five percent discount on general supplies when the students belong to certain student organizations.

✑ Any rounding of the final price of items is performed in Microsoft Excel and manually uploaded.

Hardware

The current POS hardware is more than seven years old and must be replaced.

Store pickup transactions

✑ Store pickup transactions are not supported by the current hardware.

✑ Students call the stores to place their orders with a store worker. The store worker creates a suspended transaction in the POS system.

✑ Store workers find out about new orders to pick and put into boxes through pieces of paper on a fulfillment bulletin board.

Requirements

General

✑ One store must be converted to the new Dynamics 365 Commerce solution each month.

✑ Stores that have not been converted to the new solution must use a temporary integration to the Dynamics 365 Commerce system to import the retail cash and carry transactions from the previous system.

✑ Stores that use either the existing solution or the new solution must be able to use base commerce reports and inquiry forms to view sales across all stores.

✑ The college must be able to have traceability into store tasks that are getting completed and by whom in order to quantify the retail experiences of the store workers for college credit eligibility evaluation.

✑ Stores must connect the new cloud-based enterprise resource planning (ERP) system to the local network printer to print daily sales reports in a batch process.

✑ Managers must review daily year-over-year reports that are printed locally on the

printer from headquarters. • All reports automatically print to the store printers.

✑ Store workers that are students use printed copies of these reports to make notes

for research papers.

Customers

✑ All registered students must be entered as customers into Dynamics 365 Commerce.

✑ Non-active students that are in the system must remain in the system and be categorized as alumni and friends.

✑ When customers join a student club as a member, the clubs must send a list to Bellows College to update the student membership directory.

POS

✑ The POS system must recommend automatic upsells and predict customer behavior to the sales associates who are students to help them refine their retail skills. In the POS system, the store workers must see the preferred purchasing category of a student and a suggestion for a next best action that the store workers should take to sell more items to the students.

✑ Receipts must either be printed or emailed.

✑ The same transactional information must be on all receipts for all stores. Only one receipt format is used because IT staff is limited.

✑ Emailed receipts must have custom branding included in the header. The footers must include educational quotes and major campus events. Footer information must be updated once each semester.

Inventory

✑ All returns require a receipt as proof of purchase.

✑ No returns are allowed if the item was purchased more than 30 days prior.

✑ If an item is out of stock, the store workers must be able to refer the customer to another location without calling the store.

✑ Inventory visibility for all locations should be near real-time.

✑ The current product categories will be migrated as is. Revamping the product categories will be saved for a later implementation phase.

✑ All items must be in the product hierarchy.

✑ All inventory and fulfillment actions that are performed in the POS system by store workers must be grouped together on the welcome screen.

✑ Workers must be alerted about any actions that must be performed in the POS system.

Pricing

✑ All pricing must be calculated automatically within the system, not through Excel.

✑ All students will get a 5 percent discount on all apparel purchases.

✑ All discounts applied to the selling price must be tracked to a ledger account for financial reporting.

✑ Apparel is cleared out through clearance pricing that is typically discounted 30 percent to 50 percent off list price. These are exclusive discounts.

✑ Twenty percent discount coupons can be provided to students for apparel when

the students participate in Bellows College community outreach programs, hit certain academic milestones, or help with fundraising activities. These coupons can sometimes compound with other club or student discounts, but not always.

Hardware

You must implement the following hardware for the stores:

Stationary terminals

– Windows OS

– All peripherals are dedicated to the stationary terminals

– Payment methods: cash, check, credit card, debit card, and “Bellows cash” cards Mobile terminals

– iOS

– All peripherals are dedicated to the mobile terminals

– Mobile case

– Payment methods: credit card

New POS tablets that run iOS will be required to support the store pickup transactions.

Store pickup transactions

✑ Customers must create orders from a mobile app, a portal, or by calling in orders.

✑ The stores will fulfill the orders and package them into boxes that have an appropriate label.

✑ Customers will call the store when they are ready to pick up the orders.

✑ The store employees will leave the store with the box of merchandise and the mobile tablet.

✑ The store employee will recall the transactions on the mobile device and review the order with the customers.

✑ The customers can then modify orders and request new items or changes to the contents.

✑ If changes are needed, the store employee will go back into the store and replace/add items as appropriate and bring them out to the car.

✑ The customer then pays for the order through credit cards only.

✑ The store employee then leaves the products next to the customer for the customer to load.

Issues

Issue 1 C Incorrect pricing at the register

A store cashier reports that the pricing for a shirt that is listed as a clearance item should be lower. The cashier is not sure how the pricing was determined. The customer is an active student who belongs to a club and has a 20 percent discount coupon from a fundraiser event.

Issue 2 C Previous POS system transaction inconsistencies

✑ Previous POS transactions are being uploaded to Dynamics 365 Commerce.

✑ The transaction imports have not been tested. You observe issues with the data. The import files need corrections.

You need to configure the solution for the store opening and closing procedures and address college credit requirements.

Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

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You need to configure the system for the store inventory visibility requirements.

Which functions should you use?

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HOTSPOT

You need to design the integration solution for stores that are not yet using Dynamics 365 Commerce.

Which components should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

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Correct Answer:

Explanation:

Graphical user interface, text, application, email

Description automatically generated

You need to identify the configuration issue for the active student who is buying a clearance shirt with a coupon.

What should you use?

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HOTSPOT

A company uses Dynamics 365 Commerce to create and manage customer sales orders.

You must send customers email updates when their order status changes.

You need to configure the system.

How should you complete the configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

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Correct Answer:

Explanation:

Graphical user interface, text, application

Description automatically generated

HOTSPOT

You need to configure the mobile POS terminal used for the store pickups and connect the payment device.

Which components should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

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Correct Answer:

Explanation:

Graphical user interface, application, table

Description automatically generated

DRAG DROP

You need to configure the system to notify store workers to prepare store pickup orders.

Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

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Correct Answer:

Explanation:

Graphical user interface, text, application, chat or text message

Description automatically generated

You need to configure the POS layout to include a process to retrieve the customer transaction for pickup in the store.

Which operation should you use?

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HOTSPOT

You need to configure functionality to help sales associates who are students interpret customer behavior analysis data.

Which components should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

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Correct Answer:

Topic 2, Wingtips Toys

Case study

This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.

To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.

At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study

To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background

Wingtip Toys sells toys made for children who are ages zero to 12 years old. The toys focus on science, technology, engineering, and mathematics (STEM) concepts.

The company has 200 retail stores globally. Several physical store sales locations exist, but the majority of sales are direct sales through independent contractors who sell to a close network of acquaintances. Sales representatives are non-salaried employees who are exclusively compensated through commissions.

Current environment. General

Wingtip Toys uses Dynamics 365 Commerce to manage retail operations. The company has independent sales representatives who use a mobile app to create orders and then submit the orders by emailing the company a Microsoft Excel workbook.

All physical store locations run the Modern Point of Sale (POS) application on Microsoft Surface devices. High-performing sales representatives use the Modern POS on Apple iOS devices. Commerce channels are logically grouped by region and serviced by a single warehouse.

Current environment. Products

The products that are available for independent sales representatives to sell change often. Some toy sales are available only in certain markets. Many toys are made in only a limited run capacity.

Physical store locations can sell all products that are not discontinued.

The company uses product groupings to control viewing of products and product reporting.

Reports include data about discontinued products.

Current environment. Pricing

✑ Pricing is structured to be simplistic across all products. Products with different manufacturing costs must have similar prices if they are similar products.

✑ The company calculates prices by using formulas in Excel workbooks. The prices are manually entered into Dynamics 365 Commerce.

You define the following Smart Rounding rules:

Current environment. Printed catalogs

✑ Printed catalogs are mailed to sales representatives quarterly, but Wingtip Toys would like to get away from this practice

✑ Printed catalogs show all sellable products and highlight new products that will be released in a few months. The products are called unreleased products

✑ Sales representatives often mistakenly create sales orders for the unreleased products. These errors cause customer expectation issues

✑ Sales representatives occasionally provide feedback about a set of items. This results in the need for new product attributes that Wingtip Toys includes in future printed catalog releases

✑ Printed catalogs include product highlights, ratings, and reviews. The reviews are displayed under the products.

Current environment. Independent sales representatives

✑ Sales representatives own the relationships with their clients. The representatives are responsible for communications with their clients

✑ Each sales representative is tracked in the current system as their own retail location or retail channel, much like each physical store is. Sales representatives are grouped under one of 10 different geographical regions

✑ Sales representatives often provide special friends and family pricing to all customers that are not available at the physical store locations

✑ Sales representative pricing is considered base pricing and not a discount

✑ Sales representatives collect customer feedback on products and pass feedback to the Wingtip Toys corporate office when they have time. The length of customer reviews is restricted in the current product management system and varies by product category

Current environment. E-commerce

✑ The company has a primary website that focuses on brand awareness. The website does not support e-commerce

✑ Wingtip Toys has three blogs but actively maintains only one of the blogs. All three blogs still report high web traffic

✑ The out-of-the-box e-commerce channel offering was a significant factor when selecting Dynamics 365 Commerce

✑ The company is concerned that adding customer-facing online reviews and ratings may create problems. Reviews may include content that is inappropriate for children

✑ The existing e-commerce site is inaccessible to several customers who have disabilities

Requirements. Products

✑ You must replace the printed catalogs with functionality in Dynamics 365 Commerce for all channels

✑ Preview items must be visible in all retail channels before the items can be sold in any channel

✑ You must prevent sales representatives from adding preview and discontinued products to transactions during product entry. New products being introduced for a season must be set up in their own product hierarchy group. The group correlates to their season and year

✑ Products that will be discontinued must not be sold for a one week prior to being removed from visibility within the POS. Sales associates must have to call headquarters to place an order for those products

✑ At the end of the season, the products in that hierarchy group will be removed from that season and year group and moved to their new category hierarchy group based on the type of toy

✑ The solution must use only one product hierarchy. Supplemental hierarchies must not be used. The solution must allow the company to manage products at the group level where possible, which can be by product category or ad hoc grouping of items

✑ All products must be discontinued in a single, streamlined process but are not discontinued by product category. The action of discontinuing the products must be done at the single item level or with ad hoc grouping

✑ All pre-released products must be made available for sale in a single, streamlined process

✑ New attribute groups must be added or removed from product groups quarterly based on sales representative feedback

✑ New monthly pricing must be automatically created by the system and must be reviewed and posted before pricing can take effect

Requirements. Pricing

✑ The solution must allow for pricing changes by the different sales channels

✑ Calculated sales prices for items must automatically be changed to unify product pricing based on pricing ranges

✑ Prices must be adjusted monthly by using a model that uses costs plus a percentage increase of between 35 percent to 55 percent. The percentage increase must be based on product groups, per the following examples:

✑ The physical stores run rotating weekly specials where certain product categories are discounted by 10 percent of the products’ retail price

Requirements. Printed catalogs

✑ E-commerce functionality must replace functionality in the current printed catalog

✑ Some customers do not want their reviews printed in the catalogs. These customers must complete a Microsoft Forms survey to request that the company does not print their review in catalogs. Wingtip Toys must be able to look up the account identifier for the customer and remove the associated information from the system

Requirements. Independent sales representatives

✑ Access to the Modern POS must be restricted to Wingtip Toys super users and only be used by sales representatives that meet a certain volume of sales a year

✑ All customers who transacted with the sales representative must be visible in Modern POS by the sales representatives. Other customers must not be visible by default.

✑ If a customer has an active account with Wingtip Toys, but has not transacted with the sales, the representative must be able to retrieve that customer information in the Modern POS

✑ Sales representatives must no longer be responsible for customer reviews

Requirements. E-commerce

✑ An e-commerce channel must be created within Dynamics 365 Commerce

✑ All information from the printed catalogs should be located within the e-commerce solution

✑ Customers and Independent sales representatives can use the e-commerce site to research products and to provide feedback on previous purchases

✑ The solution must allow for customers and their reviews to be completely deleted upon request

✑ The footer of the website must have a link named Customer reviews support, which will allow users to submit removal requests by using Microsoft Forms

✑ The e-commerce site must have a single blog site to centrally manage all new blog posts

✑ All prior e-commerce sites must redirect to the new e-commerce-focused Wingtip Toys website

✑ All existing URLs must remain the same. The new Wingtip Toys e-commerce site will use the newly secured URL wingtiptoys.com

✑ All existing web traffic to all existing, active website links must continue to operate through search engines and affiliate links, but all traffic should now use the new e-commerce website

✑ The new e-commerce site must meet all United States and Federal compliancy guidelines

✑ The new e-commerce site must reach the largest audience possible

Requirements. Order delivery

✑ Shipping charges are managed by shipping method and dollar value

✑ All order over $250 must always receive free shipping using certain shipping methods

✑ Shipping charges will be calculated as $0, not as a discount off a shipping amount

✑ Shipping charges must be managed by one of the ten different regions

You need to configure the system for discontinued products.

What should you do?

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