Explore the core capabilities of customer engagement apps in Dynamics 365

Your organization is implementing Dynamics 365 Sales. Which TWO capabilities are core to the sales engagement app? (Choose TWO.)

A field service organization wants to automatically schedule work orders based on technician skills and location. Which capability should they use?

A customer service team wants to provide self-service options so customers can find answers from a knowledge base. Which Dynamics 365 Customer Service feature should they use?

Your Dynamics 365 Sales team uses Copilot to help draft emails. However, some users report that the suggested content is irrelevant. What should you check first?

Northwind Traders uses Dynamics 365 Field Service to manage work orders and scheduling for their technicians. They have integrated with Dynamics 365 Supply Chain Management to sync inventory levels. Recently, they implemented IoT alerts from equipment sensors that automatically generate work orders when a threshold is exceeded. The operations manager wants to optimize the scheduling of these IoT-generated work orders by automatically assigning them to the nearest available technician with the right skills. Additionally, the manager wants to use predictive maintenance to proactively schedule maintenance before equipment fails, based on sensor data. Which combination of features should the administrator enable to meet these requirements?

Which THREE features are available in Dynamics 365 Customer Service?

Based on the exhibit, what will happen when a new service request is created in Dynamics 365 Field Service?

A customer service team receives high call volumes. They need a solution that suggests relevant knowledge articles to agents in real-time during a call. Which Dynamics 365 feature should be enabled?

A project manager wants to track tasks, milestones, and resource allocation for a customer implementation. Which Dynamics 365 app provides these capabilities?

A sales manager wants to automatically send a follow-up email to a lead after a meeting is completed in Dynamics 365 Sales. Which feature should they use?

A marketing manager wants to create a customer segment based on purchase history and website behavior. Which Dynamics 365 tool should they use?

A sales manager wants to ensure that leads are automatically qualified based on specific criteria such as budget and timeline. Which Dynamics 365 feature should be configured?

A customer service agent needs to view all open cases for a specific account, including cases assigned to other agents. Which view should the agent use?

A customer service team wants to use a unified inbox to manage conversations from chat, email, and social media. Which app should they use?

Which TWO capabilities are included in Dynamics 365 Marketing?

Contoso Ltd. is a mid-sized manufacturing company that uses Dynamics 365 Customer Service and Dynamics 365 Field Service. They have 50 agents and 30 field technicians. Currently, all incoming cases are manually assigned by a dispatcher. Contoso wants to automate case routing based on the product category (e.g., HVAC, Electrical, Plumbing). Additionally, if a case requires an on-site visit after initial diagnosis, a field service work order should be automatically created and assigned to the nearest available technician with the correct skill set. The company also wants to provide customers with a self-service portal to submit cases and track their status. The IT team has limited development resources and prefers out-of-the-box solutions. Which combination of Dynamics 365 features should they use?

A project manager wants to track project tasks, resources, and budgets in Dynamics 365. Which app should they use?

Refer to the exhibit. A Dynamics 365 Customer Service SLA is configured as shown. A case with the Gold Support SLA is created but the first response is not provided within 1 hour. What will happen?

A customer service agent wants to use AI to get suggested responses to a customer's email. Which Dynamics 365 feature provides this capability?

A field service organization needs to automatically dispatch the nearest available technician to a service request. Which Dynamics 365 Field Service feature should they use?

A sales organization uses Dynamics 365 Sales and wants to automatically capture emails and meetings from Outlook into relevant records without manual entry. What should they set up?

Which THREE capabilities are part of Dynamics 365 Sales?

A Dynamics 365 Customer Service administrator needs to ensure that when a customer submits a support request via the portal, a case is automatically created and assigned based on the customer's service tier. Which automation feature should be used?

Refer to the exhibit. An agent opens a high-priority case in Dynamics 365 Customer Service with Copilot enabled. Which Copilot capability would automatically provide a suggested response based on the case title and product?

A Dynamics 365 Customer Service manager wants to measure how quickly cases are being resolved. Which report should they use?

A marketing manager wants to track the ROI of a multi-channel campaign in Dynamics 365 Marketing. Which feature is essential?

A marketing manager wants to create automated email journeys triggered by customer actions. Which Dynamics 365 Marketing feature should they use?

A dispatcher notices that some work orders are not being scheduled even though technicians are available. Based on the exhibit, what is the most likely cause?

Your Dynamics 365 Sales administrator wants to use Copilot to generate a summary of a lead's interaction history. Which prerequisite must be met?

Which TWO capabilities are part of Dynamics 365 Customer Insights?

Your organization is migrating from an on-premises CRM to Dynamics 365 Sales. You need to ensure that sales representatives can access their work offline on mobile devices. Which capability should you configure?

Northwind Traders uses Dynamics 365 Field Service to manage their field technicians. They have 200 technicians and receive about 500 work orders per day. Currently, dispatchers manually assign technicians to work orders based on location and skills. This process is slow and often results in suboptimal assignments. Northwind wants to automate the scheduling process to minimize travel time and maximize first-time fix rate. They also want to provide technicians with a mobile app to view their schedule, capture signatures, and update work order status. Additionally, they want to enable customers to schedule appointments online. Which Dynamics 365 components should Northwind implement?

A sales manager wants to automatically score leads based on their fit and engagement. Which Dynamics 365 capability should they use?

A sales representative needs to view the latest interaction history with a customer before a meeting. Which Dynamics 365 app provides a timeline of emails, calls, and appointments directly on the contact record?

A salesperson needs to quickly generate a proposal from an opportunity in Dynamics 365 Sales. What is the recommended way?

Litware, a technology consulting firm, uses Dynamics 365 Customer Service with Omnichannel to handle customer inquiries from chat, email, and social media. They have a high volume of requests and want to use AI to automatically categorize incoming conversations and suggest responses. The admin wants to configure Copilot to provide real-time suggestions during active conversations. Additionally, the admin wants to ensure that sensitive information (such as credit card numbers) is not stored in the conversation transcripts. Which two actions should the admin take? (Choose TWO.)

A field service technician needs to update a work order after completing a repair on-site. Which Dynamics 365 Field Service capability allows the technician to do this from a mobile device?

A sales manager wants to automatically prioritize leads based on criteria such as budget, timeline, and purchase intent. Which Dynamics 365 Sales feature should they use?

A project manager wants to track time, expenses, and project progress in Dynamics 365. Which app should they use?

A support team manager notices that case resolution times have increased. The team uses Dynamics 365 Customer Service. Which feature should be implemented to provide agents with relevant knowledge articles while they work on cases?

A marketing team wants to create a targeted email campaign based on customer segments. Which Dynamics 365 Marketing feature should they use?

Which TWO features in Dynamics 365 Customer Service help improve agent productivity? (Choose TWO.)

A company wants to track the status of customer issues from creation to resolution. Which entity in Dynamics 365 Customer Service should they use?

Which THREE actions can be performed using Dynamics 365 Sales Hub? (Choose three.)

A customer service manager wants to identify recurring issues by analyzing case data. Which Dynamics 365 feature should they use to create visualizations and dashboards?

A company wants to use AI to generate draft email replies for salespeople based on the context of an email thread. Which feature should they enable?

A company uses Dynamics 365 Field Service. Dispatchers need to optimize technician schedules based on location and skills. Which feature should they use?

Adventure Works, a B2B company, uses Dynamics 365 Sales to manage their sales pipeline. The sales team uses the forecasting feature to predict quarterly revenue. The sales manager noticed that the forecast amounts are often inaccurate because some sales representatives are not updating opportunity close dates and stages regularly. The manager wants to improve forecast accuracy by ensuring that opportunities are updated when they change. The manager also wants to use AI to predict which opportunities are likely to close and to get recommendations for next actions. Which two features should the administrator enable? (Choose TWO.)

Which THREE capabilities are provided by Dynamics 365 Customer Service? (Choose three.)

Which TWO capabilities are provided by Dynamics 365 Customer Insights?

Which TWO of the following are features of Dynamics 365 Sales?

A Dynamics 365 Marketing user reports that a customer segment based on 'Contact City equals Seattle' returns 0 members, even though there are contacts with City='Seattle'. What is the most likely cause?

In Dynamics 365 Customer Service, what is the primary purpose of an 'Entitlement'?

Which TWO features are part of Dynamics 365 Sales Insights? (Choose two.)

Refer to the exhibit. A case is created on January 15, 2025 at 14:30 UTC with a Gold Support SLA that has a response time of 2 hours during business hours (9:00-17:00). When is the response due?

Which TWO apps are part of Dynamics 365 Customer Engagement? (Choose two.)

A customer service manager wants to automatically route high-priority cases to a specialized team. Which Dynamics 365 feature should they configure?

Which TWO capabilities are provided by Dynamics 365 Sales?

Your organization uses Dynamics 365 Sales. Sales reps need to automatically log emails and meetings from Outlook into CRM records. Which feature should you enable?

A salesperson wants to quickly get a summary of their daily activities and upcoming meetings when they open Dynamics 365. What should they use?

A manufacturing company uses Dynamics 365 Field Service to manage equipment maintenance. They want to predict equipment failures using IoT data. Which feature should they use?

Your Dynamics 365 Customer Service implementation includes a Power Automate flow that creates a task in Microsoft To Do when a case is resolved. The flow triggers on resolution, but tasks are not being created. You verify the flow is turned on and has no errors. What should you check next?

Which TWO capabilities are part of Dynamics 365 Marketing? (Choose TWO.)

Your Dynamics 365 environment has multiple business units and you need to ensure that sales representatives can only view leads assigned to their own business unit. What should you configure?

Your company uses Dynamics 365 Sales. You want to ensure that when a lead is qualified, the associated contact and account are automatically created, and the lead's email address and phone number are copied to the new contact. How should you configure this?

A Dynamics 365 Marketing user wants to create a customer journey that sends a follow-up email to attendees one week after an event. Which entity should the journey be based on?

A marketing team wants to send personalized email campaigns based on customer interactions. Which Dynamics 365 Marketing feature should they use?

Your Dynamics 365 Sales environment includes a custom entity 'Competitor Record' that must be linked to opportunity records. Which type of relationship should you create between Opportunity and Competitor Record?

A customer service manager wants to measure customer satisfaction after each interaction. Out-of-the-box, which Dynamics 365 Customer Service feature can send surveys automatically after a case is resolved?

Refer to the exhibit. A Dynamics 365 Customer Service routing rule is configured as shown. A case with priority code 2 is created. What will happen?

A salesperson wants to use Dynamics 365 Sales Copilot to draft an email to a customer based on recent interactions. What is the primary benefit of using Copilot for this task?

A field service technician needs to view their assigned work orders and update status while offline. Which Dynamics 365 Field Service capability supports this?

Refer to the exhibit. A marketing user creates an email marketing configuration targeting accounts with revenue >= $1M and active status (statecode 0). The email fails to send, and the error indicates that the segment returned zero members. Which is the most likely reason?

A customer service manager wants to use AI to suggest knowledge articles to agents during case resolution. Which feature should they enable?

A marketing team wants to create a targeted email campaign based on customer segments in Dynamics 365 Marketing. Which entity should they use to define the segment?

Which TWO capabilities are part of Dynamics 365 Sales Insights?

Which TWO of the following are core entities in Dynamics 365 Marketing?

Contoso, a multinational retailer, uses Dynamics 365 Sales and Customer Service. They have 10,000 sales representatives and 5,000 customer service agents. The sales team uses Copilot for Sales to draft emails and summarize meetings. The service team uses Omnichannel for Customer Service with voice channel. Contoso recently acquired a company that uses a different CRM system. They want to migrate all customer data into Dynamics 365, ensuring that duplicate records are minimized. They also want to use AI to predict customer churn and send proactive offers. Additionally, they need to comply with GDPR and allow customers to request deletion of their data. Which combination of Dynamics 365 tools should Contoso use?

Which TWO capabilities are included in Dynamics 365 Customer Insights? (Select two.)

Which TWO apps are part of Dynamics 365 Customer Service?

After migrating to Dynamics 365, a sales team notices that duplicate leads are being created. They want to automatically detect and resolve duplicates upon creation. What should they configure?

Your organization uses Dynamics 365 Customer Service to manage support cases. You have configured a routing rule set that automatically assigns cases to agents based on their skills and availability. However, you notice that some high-priority cases are not being assigned immediately; they remain unassigned for up to 10 minutes. The routing rule set uses the default 'Round Robin' assignment method. You need to ensure that high-priority cases are assigned within 1 minute of creation. What should you do?

A Dynamics 365 Customer Service organization has implemented Copilot for Service to help agents respond to cases. The AI suggests responses based on knowledge articles and previous cases. However, agents report that the suggestions are often irrelevant and not helpful. You need to improve the relevance of Copilot suggestions. Which two actions should you take? (Choose two.)

Refer to the exhibit. A customer service administrator configures the SLA JSON shown. What is the likely outcome when a case is created?

A marketing team wants to create a customer journey that sends a follow-up email only to contacts who opened the initial email. Which Dynamics 365 Marketing feature should be used?

A marketing team wants to create a customer journey that sends different emails based on whether a lead opened a previous email. Which feature should they use?

A retail company uses Dynamics 365 Marketing to send personalized email campaigns to customers. The marketing team wants to create a customer journey that automatically sends a welcome email when a new contact is created in Dynamics 365, then follows up with a discount offer after 3 days if the contact has not made a purchase. The team also wants to track email opens and clicks to identify engaged contacts. The IT administrator needs to configure the system to support this journey. Which feature should the administrator use?

Which TWO of the following are core entities in Dynamics 365 Sales?

You are a Dynamics 365 administrator for a mid-sized manufacturing company. The sales team uses Dynamics 365 Sales to manage leads and opportunities. Recently, the VP of Sales requested a dashboard that shows the total estimated revenue of all open opportunities grouped by sales stage. The dashboard should update automatically as data changes. You have created a personal dashboard using the built-in chart designer. However, the VP wants the dashboard to be visible to all sales users without manual sharing. What should you do?

Which TWO Dynamics 365 apps are part of the customer engagement apps family?

Which THREE features are available in Dynamics 365 Sales to help sales representatives increase productivity? (Select three.)

A field service technician needs to view assigned work orders and update their status on a mobile device while offline. Which Dynamics 365 app is designed for this scenario?

Which TWO types of activities can be tracked in Dynamics 365 Customer Service? (Select two.)

A customer service manager wants to automatically categorize incoming cases based on the customer's product type in Dynamics 365 Customer Service. What should they configure?

An agent reports that when no knowledge article is found, the system responds with irrelevant answers. Based on the exhibit, what is the likely cause?

Which THREE of the following are capabilities of Dynamics 365 Customer Service?

Which THREE capabilities are provided by Dynamics 365 Sales? (Choose THREE.)

A Dynamics 365 administrator runs this KQL query in Customer Service analytics. What insight does the query provide?

Which TWO actions can a marketing user perform using Dynamics 365 Customer Insights? (Choose TWO.)

Refer to the exhibit. A Dynamics 365 Marketing segment is configured to include customers with purchase date on or after January 1, 2025. The segment refreshes daily. A customer purchased on December 31, 2024. Why is this customer not included?

You are configuring the Dynamics 365 Sales app for a team. Based on the exhibit, which setting will prevent email messages from being automatically tracked for customer engagement?

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Dynamics 365 feature should be used?

A marketing manager wants to create a customer journey that sends a welcome email, then waits 3 days, and then sends a follow-up email. Which Dynamics 365 Marketing feature should they use?

A field service manager wants to optimize technician schedules to minimize travel time. Which Dynamics 365 Field Service feature should they use?

A marketing team wants to use Dynamics 365 Customer Insights to create a segment of customers who have purchased within the last 30 days and have an open support case. The segment should update daily. Which type of segment should they create?

A company wants to use AI to analyze customer sentiment from support conversations. Which Dynamics 365 feature provides this capability?

You are analyzing Dynamics 365 Customer Service performance. Based on the KQL query, what is being calculated?

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which capability in Dynamics 365 Sales should they use?

A support manager uses this query in a Power BI report: 'Group cases by account, calculate the total number of cases and the average resolution time, filter to accounts with more than 10 cases, and sort by longest average resolution time descending.' What insight does this query provide?

A marketing manager wants to create a customer journey that sends a welcome email, then waits 3 days, then sends a discount offer. Which Dynamics 365 tool should they use?

A Dynamics 365 Customer Service administrator needs to configure an intelligent routing system that automatically assigns cases based on skill and presence. Which THREE capabilities should be included? (Choose THREE.)

In Dynamics 365 Sales, what is the purpose of the 'Business Process Flow'?

Which TWO capabilities are part of Dynamics 365 Sales? (Choose TWO.)

A company uses Dynamics 365 Customer Service. Agents need to see the full conversation history from multiple channels (email, chat, phone) in one view. What should they use?

Wide World Importers uses Dynamics 365 Sales and Customer Service. The sales team uses Copilot for Sales to draft email replies and get opportunity summaries. The customer service team uses Copilot to suggest knowledge articles. Recently, a user reported that Copilot is not generating any suggestions for a specific case. The case has a subject and description filled in, and knowledge articles exist on similar topics. The administrator checked the Copilot configuration and found that it is enabled for Customer Service. What is the most likely reason Copilot is not providing suggestions?

A marketing team wants to send personalized email campaigns to leads based on their behavior on the company website. Which Dynamics 365 app should they use?

A salesperson wants to use AI to get real-time suggestions for the next best action during a customer call. Which Dynamics 365 Sales feature should they use?

A company wants to use Dynamics 365 Sales to track the entire sales process from lead to opportunity to closed deal. Which entity should be created first when a potential customer shows interest?

A company uses Dynamics 365 Marketing. They want to send personalized emails based on a contact's previous purchase history. Which feature should they use to segment contacts?

A customer service manager needs to create a unified view of all customer interactions across email, chat, and phone. Which Dynamics 365 Customer Service capability should they use?

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Dynamics 365 feature should they use?

Which TWO record types can be associated with a Case in Dynamics 365 Customer Service to provide additional context? (Choose two.)

Your organization uses Dynamics 365 Customer Service and wants to automatically categorize incoming cases based on keywords in the subject. Which feature should you configure?

A Dynamics 365 administrator configures the above field definition. What is the most likely effect?

Which TWO capabilities are included in Dynamics 365 Customer Service?

Refer to the exhibit. A Dynamics 365 administrator is configuring Sales Insights. The configuration includes 'suggestedContacts' and 'autoCapture'. What is the primary benefit of enabling 'autoCapture'?

A sales manager wants to forecast revenue by analyzing historical opportunities and current pipeline. Which Dynamics 365 feature should they use?

Your Dynamics 365 Customer Service environment uses a routing rule set that directs cases based on product category. However, some high-priority customers are not being assigned to the premium support team. What should you configure to ensure high-priority customers are routed to premium support?

A sales manager reports that the Opportunity record for a high-value deal shows a negative estimated revenue of -$15,000. The system currency is USD. The opportunity was created by importing data via a legacy integration. What is the most likely cause of this issue?

Refer to the exhibit. A Dynamics 365 administrator is configuring a new business unit for Contoso Ltd. The administrator wants to set a credit limit of $500,000 USD. Based on the JSON configuration, which field must be set to ensure the credit limit applies to all child business units?

A global consulting firm uses Dynamics 365 Customer Service to manage cases from multiple channels including email, web portal, and phone. The firm recently expanded to a new region and wants to set up a new customer service team that operates in a different time zone. The new team should only have access to cases assigned to them and must not see cases from other teams. The administrator needs to configure the system to automatically route incoming cases from the new region to the appropriate team based on the customer's country. Additionally, the team lead for the new region needs to be able to view and reassign cases within the team but not modify case resolution details. What should the administrator do?

A Dynamics 365 Customer Service agent needs to communicate with a customer via live chat. Which feature should the agent use?

A sales team wants to automate follow-up emails after a lead is qualified. Which Dynamics 365 app should they use to create the automation?

Which THREE features are available in Dynamics 365 Customer Service? (Choose THREE.)

Which THREE features are available in Dynamics 365 Field Service?

A customer service agent needs to find answers to common questions without leaving the case form. Which feature provides suggested knowledge articles in real time?

Which THREE features are available in Dynamics 365 Sales Insights?

A marketing team wants to send personalized emails to a segment of customers who have purchased in the last 30 days. Which Dynamics 365 app should they use?

Based on the SLA configuration exhibit, what will happen if a case is not resolved within 20 hours?

Your organization uses Dynamics 365 Sales and wants to automatically score leads based on demographic and behavioral data. Which feature should you configure?

A project manager uses Dynamics 365 Project Operations. They need to create a work breakdown structure (WBS) and assign resources to tasks. Which entity should they use to define the WBS?

Your company uses Dynamics 365 Marketing to send email campaigns. The marketing team created a customer journey that sends a welcome email to new contacts. The journey is live, but some contacts are not receiving the email. You check the journey and see that the contacts are in the target segment. The email has been approved. The journey's 'Send email' action shows no errors. However, the contacts have a 'Marketing Consent' field set to 'Do not allow'. What should you do to ensure these contacts receive the email?

Refer to the exhibit. A Dynamics 365 Customer Insights segment is configured as shown. The marketing team notices the segment does not include a customer who recently spent $12,000. What is the most likely reason?

You are the Dynamics 365 administrator for a retail company. The sales team uses Dynamics 365 Sales to manage leads and opportunities. The marketing team uses Dynamics 365 Marketing to create segments and send emails. The VP of Sales wants to see a unified view of each customer's interactions across sales and marketing, including email opens, clicks, and meeting activities. You need to recommend a solution that provides this 360-degree view without custom development. What should you do?

Which THREE features are available in Dynamics 365 Customer Service?

Contoso, a mid-sized manufacturing company, recently deployed Dynamics 365 Sales and Customer Service. The sales team uses the sales hub to manage leads, opportunities, and quotes. The customer service team uses the customer service hub to manage cases and knowledge articles. The IT manager wants to enable Copilot for both teams to improve productivity. The sales team needs Copilot to summarize opportunity details and suggest email replies. The service team needs Copilot to suggest knowledge articles for case resolution and draft case summaries. The IT manager is concerned about data security and wants to ensure that Copilot only accesses data that users have permission to see. Which action should the IT manager take to meet these requirements?

A company wants to use AI to analyze customer sentiment from support conversations. Which feature should they enable?

A Dynamics 365 Marketing user wants to send a personalized email to customers who have purchased a specific product and have not opened any email in the last 30 days. Which segment type should they create?

Contoso Pharmaceuticals uses Dynamics 365 Customer Service to handle sensitive patient data. They have strict compliance requirements: only authorized users can view case details, and all access must be audited. The compliance officer wants to ensure that when a case is resolved, the case remains accessible for read-only for 7 years, after which it should be automatically deleted. Additionally, the IT administrator needs to set up a policy that automatically purges cases older than 7 years. The company also uses Microsoft Purview for data governance. Which approach should the administrator take?

A non-profit organization uses Dynamics 365 to manage donor relationships. They want to track interactions such as donations, event attendance, and volunteer hours. Which Dynamics 365 app is best suited?

In Dynamics 365 Customer Service, what is the primary purpose of creating a Service Level Agreement (SLA) for case management?

A salesperson wants to view the latest customer interactions from email, social media, and phone calls in one place. Which feature should they use?

A sales operations admin reviews this configuration. Which change would most improve lead prioritization based on recent interaction?

Refer to the exhibit. An administrator configures a routing rule set for cases. A case with priority 'Low' is created. Which queue will it be assigned to?

A customer service manager wants to automatically route cases to the appropriate agent based on skill and availability. Which Dynamics 365 Customer Service feature should they configure?

A field service organization needs to automatically dispatch the nearest technician to a new work order. Which Dynamics 365 capability should they use?

A customer service manager wants to automatically categorize incoming support emails and route them to the appropriate team. Which Dynamics 365 feature should they implement?

Which TWO capabilities are provided by Dynamics 365 Customer Insights - Journeys? (Choose two.)

A Dynamics 365 Field Service organization wants to automatically schedule work orders to the nearest available technician. Which feature should be configured?