Microsoft MB-910 Microsoft Dynamics 365 Fundamentals (CRM) Online Training

Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

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DRAG DROP

A company uses Dynamics 365 Marketing.

Marketing team members must be able to group related customers for campaigns, market research, and surveys.

What should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature 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.

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Correct Answer:

Explanation:

Box 1:

You cannot use marketing segments in a campaign.

Box 2:

You can only use one type of marketing list (a subscription list) for customer journeys. You can use any type of marketing segment for customer journeys.

Reference: https://docs.microsoft.com/en-gb/dynamics365/marketing/segments-vs-lists

HOTSPOT

A company plans to implement Dynamics 365 Marketing.

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

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-gb/dynamics365/marketing/segmentation-lists-subscriptions

HOTSPOT

A company has implemented Dynamics 365 Marketing.

You need to implement apps to meet the company’s business requirements.

Which app 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:

Reference:

https://docs.microsoft.com/en-gb/dynamics365/marketing/overview

https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-gen-integration

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.

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HOTSPOT

A company plans to synchronize LinkedIn Campaign Manager with Dynamics 365 Marketing to determine who is looking at their LinkedIn advertisements.

What happens during synchronization? To answer, select the appropriate option in the answer area.

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-gen-integration

HOTSPOT

Which features are available in Dynamics 365 Marketing?

For each of the following features, select Yes if the feature is available. Otherwise, select No. NOTE: Each correct selection is worth one point.

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Correct Answer:

Explanation:

Reference:

https://docs.microsoft.com/en-gb/dynamics365/marketing/create-marketing-email

https://docs.microsoft.com/en-gb/dynamics365/marketing/set-up-event-portal

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.

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HOTSPOT

A company plans to implement Dynamics 365 Customer Voice.

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

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-gb/dynamics365/marketing/customer-voice

DRAG DROP

A company uses Dynamics 365 Sales.

The following groups of users must be able to perform specific activities with account data.

You need to export data for each group of users.

Which export options should you recommend? To answer, drag the appropriate export options to the correct user groups. Each export option 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.

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Correct Answer:

Explanation:

Reference:

https://docs.microsoft.com/en-us/powerapps/user/export-excel-static-worksheet

https://docs.microsoft.com/en-us/powerapps/user/export-to-excel-online

A potential customer delays their decision to commit to a big multi-year contract.

You want to find other colleagues who have interacted with the potential customer to discuss strategies.

Which app should you recommend?

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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?

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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.

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HOTSPOT

A company plans to implement Dynamics 365 Sales to manage sales pipelines.

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

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/sales-professional/customize-business-process-flows

DRAG DROP

Match each product to its feature.

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

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Correct Answer:

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/sales-professional/create-invoices

https://docs.microsoft.com/en-us/dynamics365/ai/sales/relationship-analytics#analyze-the-health-and-activity- history-of-a-customer-or-opportunity

DRAG DROP

A company uses Dynamics 365 Sales.

The company plans to use Dynamics 365 Sales Insights.

You need to recommend features that meet the requirements.

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

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Correct Answer:

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/ai/sales/configure-assistant

https://docs.microsoft.com/en-us/dynamics365/ai/sales/talking-points

DRAG DROP

A company plans to implement Dynamics 365 Sales with LinkedIn Sales Navigator.

You need to determine the controls that you should implement.

Which controls should you use? To answer, drag the appropriate controls to the correct requirement. Each control 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.

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/linkedin/integrate-sales-navigator

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.

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HOTSPOT

You are evaluating Dynamics 365 Sales as a potential replacement for your company’s existing sales system.

What is a lead? To answer, select the appropriate option in the answer area.

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/sales-professional/manage-leads-sales-professional

You are a sales representative for a company.

Which Dynamics 365 Sales can you use to manage the sales pipeline?

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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.

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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.

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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?

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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.

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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?

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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?

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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.

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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.

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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.

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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.

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Correct Answer:

Explanation:

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

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?

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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?

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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?

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HOTSPOT

A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday.

The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).

You need to configure the system to ensure that the company meets SLA agreements.

Which products 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:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-holiday-schedule

https://docs.microsoft.com/en-us/dynamics365/common-scheduler/schedule-anything-with-universal-resource- scheduling

HOTSPOT

A company plans to implement Omnichannel for Customer Service.

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

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Correct Answer:

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot

https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-manage-sessions

https://docs.microsoft.com/en-us/dynamics365/customer-service/monitor-conversations

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.

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HOTSPOT

A customer plans to use knowledge articles to share information as cases are resolved.

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

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge- article

HOTSPOT

A company plans to implement new support software. You need to recommend solutions for the company.

What should you recommend to meet each requirement? 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:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/omnichannel-agent-overview

DRAG DROP

A company is implementing Dynamics 365 Customer Service. You need to recommend features that will meet the requirements.

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

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Correct Answer:

HOTSPOT

A company provides roadside assistance for disabled automobiles.

The company enacts a policy that specifies a 30-minute response time for all requests for assistance.

You need to ensure that data about assistance crew response times is captured correctly.

For what type of object should you define details? To answer, select the appropriate option in the answer area.

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements

DRAG DROP

A company uses Dynamics 365 Customer Service.

You need to recommend solutions to help the company meet the following business requirements:

Detect and diagnose equipment problems before customers are aware of an issue. Create cases from social channels and SMS text messages.

Use context-specific knowledge articles to solve customer issues quickly.

What should you recommend? To answer, drag the appropriate solutions to the correct requirements. Each solution 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.

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Correct Answer:

Explanation:

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

HOTSPOT

A cable installation company is implementing Dynamics 365.

You need to recommend Dynamics 365 applications for the company.

Which app should you recommend? 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:

Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/field-service-time-entry

https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-use

A company uses Dynamics 365 Field Service.

You create a work order from a case. A field service administrator schedules the work order. A technician arrives at the site of the work order and is ready to begin work on time.

What is the status of the work order?

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HOTSPOT

A company calibrates and services medical equipment for customers across the United States. The company employs a large number of service technicians.

The company often does not assign service jobs to the technician that is geographically closest to the customer.

The company wants to use location auditing in Dynamics 365 Field Service to display each technician’s location on a map.

You enable location tracking.

Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-powerapp-location-auditing

HOTSPOT

A company that services air-conditioning equipment is implementing Dynamics 365 Field Service.

You need to recommend the features that the company should implement to meet business requirements.

Which features should you recommend? 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:

Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-work-order

https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-system-offline

https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

An air conditioning company uses Dynamics 365 Field Service.

When a problem is detected with a customer’s air conditioning system, a new case must be opened automatically.

You need to recommend a solution for the company.

What should you recommend?

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DRAG DROP

A manufacturing company plans to implement Dynamics 365 Field Service.

You need to determine which features are needed to meet the company’s requirements.

Which features should you implement? To answer, drag the appropriate features to the correct requirements. Each feature 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.

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/overview

HOTSPOT

A service company is planning to implement a new system. You evaluate whether the company’s requirements can be met by using Dynamics 365 Field Service without customizations.

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

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Correct Answer:

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/sla-work-orders

https://docs.microsoft.com/en-us/dynamics365/field-service/overview

HOTSPOT

A company plans to implement Dynamics 365 Field Service.

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

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Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/inspections

A company sells and services clothing washing machines and dryers. The company uses Dynamics 365 Field Service.

You need to proactively monitor customer’s equipment to identify problems and maintenance needs.

Which two Connected Field Service options can you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

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