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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A company uses Dynamics 365 Field Service.

The maintenance manager wants to be able to add a list of to work orders to ensure that field technicians follow the same steps when servicing customer equipment.

You need to explain to the manager which features are available to meet the requirement.

Which feature should you use?

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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 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

You are a sales representative for a company.

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

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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

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

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

You use Dynamics 365 Field Service.

Each time a customer contacts a call center to request service, you plan to send a technician to the customer’s location. You receive a service request and create a work order.

You need to identify the next step in the process.

What should you do next?

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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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