Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Customer Voice survey Most Voted
B. Customer Service Hub
C. Enterprise Asset Management
D. Event management Most Voted
A company integrates LinkedIn Campaign Manager with Dynamics 365 Marketing.
Which two actions can the company perform using out-of-the-box features? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Generate leads from LinkedIn.
B. Create email templates for LinkedIn messages.
C. Schedule and publish social posts.
D. Create and publish events on LinkedIn.
A company organizes and runs conferences and other events. The company is considering using Dynamics 365 Marketing.
The company wants to ensure that they can implement key marketing features without requiring any customizations.
Which three capabilities does Dynamics 365 Marketing support using out-of-the-box functionality? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Sponsors and sponsorships
B. Regulatory compliance
C. Advertisers and print media and campaigns
D. Session and speaker tracking
E. Registration and attendance
A company uses Dynamics 365 Marketing. The company uses a third-party app to send email surveys to prospects to better understand their business needs.
There is currently no link to prospect records and users report that the survey management process is manual and is difficult to manage.
You need to automate the survey process and streamline collection and analysis of responses.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Create a survey in Dynamics 365 Marketing and create a campaign to send it to out and collect data
B. Use Customer Voice to collect and analyze survey results
C. Use Power Automate to automatically send Customer Voice surveys
D. Create surveys in Dynamics 365 Marketing by using Questionnaire
E. Use Customer Voice to compile results from the existing third-party app
Which three capabilities are included in Dynamics 365 Marketing? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Event management Most Voted
B. Dynamics 365 Connector for LinkedIn Most Voted
C. Case management
D. Qualify leads Most Voted
E. Project quote management
A company uses Dynamics 365 Marketing.
You must choose a real-time marketing customer journey type to start the journey.
Which two journey types you can use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Event-based
B. Audience-based
C. Scheduled
D. Customer onboarding
AB
A: Triggering a custom event allows you to use activate a custom event at any point in the customer journey.
B: Segment-based journey –
Audience: The audience property lets you specify the segment of people that will start the journey. Segment-based journeys support segments from outbound marketing as well as segments created in Dynamics 365 Customer Insights. The journey will use audience data based upon the segment selected.
A customer needs a cost-effective sales solution that can display current news about a lead or an account.
You recommend Microsoft Relationship Sales.
Which two products are included in Microsoft Relationship Sales? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Dynamics 365 Customer Insights
B. Dynamics 365 Sales Enterprise
C. Dynamics 365 Sales Insights
D. LinkedIn Sales Navigator
You are a sales representative for a company.
Which Dynamics 365 Sales can you use to manage the sales pipeline?
A. Turning leads into opportunities
B. Tracking the asset history of a customer
C. Resolving an open case of a customer
D. Tracking service level agreements
NOTE: Each correct selection is worth one point.
A. emails
B. CSV files
C. Dynamics 365 Commerce
D. Dynamics 365 Customer Insights
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?
A. Dynamics 356 Customer Insights
B. Dynamics 365 Sales
C. Dynamics 365 Marketing
D. Dynamics 365 Human Resources
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
A company uses Dynamics 365 Sales.
You need to create a forecast in Dynamics 365 Sales so that the sales director will be able to predict upcoming sales revenue.
Which standard record type is used to create the forecast?
A. Account
B. Lead
C. Quote
D. Opportunity
Your company uses Dynamics 365 Sales.
You need to prepare and send a quote to a customer.
What are two possible ways to achieve the goal?
NOTE: Each correct selection is worth one point.
A. Close the quote
B. Generate a document by using a Microsoft Word template.
C. Export the quote as a PDF file.
D. Create an order
The company plans to use LinkedIn Sales Navigator to increase sales productivity and assist salespersons in their daily duties.
You need to identify potential decision makers for a sale.
Which LinkedIn Sales Navigator feature should you use?
A. Top Card
B. Auto Capture
C. Related Leads
A company uses Dynamics 365 Sales.
You disqualify a lead. On a later date, the lead shows interest in buying a product that the company sells.
You need to convert the lead to an opportunity and retain all available history.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
A. Convert the copied lead to an opportunity.
B. Qualify the closed lead as an opportunity.
C. Use the Reactivate Lead functionality to reopen the lead.
D. Qualify the reactivated lead to an opportunity.
E. Create a copy of the lead with data from the original lead.
Users must view logged phone calls and meetings for contacts.
Which feature includes phone calls and meetings?
A. Controls
B. Attachments
C. Contact information
D. Timeline
D
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
Export to an Excel dynamic worksheet
Export data to an Office Excel worksheet so users can have the latest Dynamics 365 Customer Engagement (on-premises) information any time they view the worksheet. Imagine the CEO of your company getting the critical information they need without having to navigate Dynamics 365 Customer Engagement (on- premises) but instead, merely opening the Excel link on their desktop. You can export up to 100,000 records at a time.
You attend a tradeshow. A fellow attendee suggests that you implement Dynamics 365 Connected Customer Service.
What is a valid use case for Dynamics 365 Connected Customer Service?
A. Analyze customer sentiment from multiple sources.
B. Respond to and resolve customer issues by using social media.
C. Use mixed reality applications to assist technicians performing work in the field.
D. Use IoT devices and AI to predict when a customer’s equipment will need service.
You manage a call center for a company that uses Dynamics 365 Customer Service.
The call center’s customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year.
You need to help the customer service manager make the changes.
Which status indicates that an entitlement must be renewed?
A. Draft
B. Waiting
C. Active
D. Canceled
A company plans to implement Dynamics 365 Customer Service.
The company wants to use the system to determine when customers are having an issue and need help.
You need to track customer issues until the issues are resolved.
What should you create?
A. opportunity
B. contact
C. case
D. quote
A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.
Temporary employees take much longer to resolve cases than seasoned employees.
You need to recommend features that will help employees find information needed to resolve cases.
Which two options should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Knowledge base with Relevance search
B. Parent and Child case settings
C. Case management with Related Similar cases
D. Routing rule sets
You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?
A. Project task
B. Task
C. Entitlement
D. Work order
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?
A. The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
B. The case is removed from all queues.
C. The case is removed from the agent’s personal queue and returned to the original support queue.
A company wants to send sales information about new offerings once a month to VIP customers.
What should the company use?
A. Event-based journeys
B. Segment-based journeys
C. Quick campaigns
D. Form matching
You can use ________ to attach a file in the timeline of an account that is sent to you by your customer.
A. a phone call
B. a task
C. notes
D. service activities
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