DRAG DROP

A company has a Dynamics 365 Sales implementation.

The company wants to perform the following activities:

✑ View LinkedIn information from within Dynamics 365 Sales.

✑ Validate Dynamics 365 Sales data by using data from LinkedIn.

Which products should you use to perform each task? To answer, drag the appropriate products to the correct tasks. Each product 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.

Reveal Solution Hide Solution

Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365-release-plan/2019wave2/dynamics365-sales/linkedin-sales- navigator-data-validation

https://www.linkedin.com/learning/dynamics-365-linkedin-sales-navigator-integration-2/install-the-linkedin- sales-navigator-widget

A company plans to implement Dynamics 365 Sales.

Which two out-of-the-box features can you use to capture leads? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution

A company wants to be able to give quotes to customers from their parts list.

You need to recommend a solution for the company.

What should you recommend?

Reveal Solution Hide Solution

HOTSPOT

You are a sales manager working for a paper manufacturer.

You need to create customers in Dynamics 365 Sales and attach the customer’s contract to the customer record as a PDF file.

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

Reveal Solution Hide Solution

Correct Answer:

Explanation:

Reference: https://www.inkeysolutions.com/blogs/attach-files-to-notes-record-of-microsoft-dynamics-365-crm-ce-from-the-d365-crm-custom-portal/

You work as a technician and receive your work assignments by using cases in Dynamics 365 Sales.

You need to review the timeline for a case that you are managing.

Which type of activity appears in the case timeline?

Reveal Solution Hide Solution

A company uses Dynamics 365 Customer Service.

The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.

Which statement describes what happens when a case item is released from the queue?

Reveal Solution Hide Solution

DRAG DROP

A company plans to implement Dynamics 365 Customer Service.

Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.

You need to create a glossary for employees.

Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.

Reveal Solution Hide Solution

Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core- components

DRAG DROP

A company manufactures environmental sensors that can be monitored remotely. Match each component to its definition.

Instructions: To answer, drag the appropriate component from the column on the left to its definition on the right. Each component may be used once, more than once, or not at all. Each correct match is worth one point. NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution

Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

HOTSPOT

You plan to implement Dynamics 365 Customer Service.

For each of the following statements, select Yes if then statement is true. Otherwise, select No. NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution

Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-provision-license

DRAG DROP

A company is implementing Dynamics 365 Customer Service.

The company wants to enable chat and SMS channels for customers. The company also wants to implement knowledge articles to support resolution of common issues.

You need to recommend which apps the company should implement.

Which app should you recommend? To answer, drag the appropriate apps to the correct features. Each app 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.

Reveal Solution Hide Solution

Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/channels