Answer:

Explanation:
Box 1: Omnichannel for Customer Service dashboard
Scenario: Workers must be able to communicate in near real-time with worker support agents.
The company has a team or worker support agents that respond to inquiries from current and prospective workers. Some of
the worker support agents are multilingual.
If you choose to expand your customer service offering to provide chat and channels, the Customer Service workspace
seamlessly adjusts to support managing conversations as well.
Note: As an agent with the Customer Service Representative security role, when you open Customer Service workspace,
you start on the Customer Service Agent Dashboard unless your administrator has changed the default view. This
dashboard shows you your active cases, cases you can work in queues you are assigned to, and your open activities. You
can open existing cases and activities or begin working new cases from the queues you are assigned to and create
activities.
Box 2: Dynamics 365 Customer Service
Scenario: First Up uses an on-premises system to manage current and historical patient data including medications and
medical visits.
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview

Answer:

B C

Explanation:
Scenario:
The reporting and analytics team must be able to create reports that include data from all facilities and all workers.

Management reports must present an overview of the entire organization. Other reports may be limited to specific offices.

B: Power Apps apps can include reports that provide useful business information to the user. These reports are based on
SQL Server Reporting Services and provide the same set of features that are available for typical SQL Server Reporting
Services reports.
C: Microsoft Dynamics 365 online and Model-Driven PowerApps offers several advanced reporting options. Advanced
reports are often necessary when business requirements demand complex calculations, returning multiple data sets,
grouping large sets of data based on rules, and retrieving data from different data sources.
Incorrect Answers:
D: Scenario: Users cannot view Power BI reports within the Power Platform apps.
Note: Power BI enables data insights and better decision-making, while Power Apps enables everyone to build and use apps
that connect to business data. Using the Power Apps visual, you can pass context-aware data to a canvas app, which
updates in real time as you make changes to your report.
Reference: https://docs.microsoft.com/en-us/powerapps/maker/model-driven-apps/add-reporting-to-app
https://powerusers.microsoft.com/t5/Building-Power-Apps/Creating-SSRS-Report-for-Model-Driven-PowerApps/td-p/621866
https://docs.microsoft.com/en-us/powerapps/maker/canvas-apps/powerapps-custom-visual

Answer:

A B

Explanation:
Scenario:
Audit teams must have the ability to view worker information on their mobile devices.
Audit teams must be able to record data during visits to locations where workers are placed.
When you create an app, or someone shares an app with you, you can run that app on the Power Apps mobile app or in a
web browser.
Reference: https://docs.microsoft.com/en-us/powerapps/user/run-app-browser

Answer:

Explanation:
Box 1: Microsoft Teams
First up employees must be able to contact each other by using a secure system to ask and answer questions about medical
cases.
Microsoft Teams key capabilities:
Connected

Secure

Managed Collaborative and productive


Box 2: Microsoft 365 Business Voice
Workers must be able to communicate in near real-time with worker support agents.
Microsoft 365 Business Voice makes it easy for small and medium organizations to turn Microsoft Teams into a powerful and
flexible telephone system. It's a replacement for traditional telephony providers and in-house phone systems that can be
difficult and costly to manage.
Reference:
https://docs.microsoft.com/en-us/microsoft-365/solutions/empower-people-to-work-remotely https://docs.microsoft.com/en-
us/microsoftteams/business-voice/whats-business-voice Perform solution envisioning and requirement analyses

Answer:

B

Explanation:
Business process flows provide a guide for people to get work done. They provide a streamlined user experience that leads
people through the processes their organization has defined for interactions that need to be advanced to a conclusion of
some kind.
Use business process flows to define a set of steps for people to follow to take them to a desired outcome.
With business processes flows available as an entity, you can now use advanced finds, views, charts, and dashboards
sourced from business process flow data for a given entity, such as a lead or opportunity.
Scenario:
Agents need a solution to replace paper reservation checklists.

Agents need dashboards to show a current count of all reservations on the entity.

Agents need a way to track reservation issues.

Agents need a visual indicator in the interface to determine the reservation step to provide a seamless customer

experience.

Answer:

D

Explanation:
Microsoft Dynamics 365 Customer Service is a module for customer service automation that streamlines case and
knowledge management, enables personalized customer service with a 360-degree customer view, and provides visibility
into customer service department performance with dashboards and reports.
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/overview

Answer:

A

Explanation:
Scenario: IT specialists want to design Power BI reports. They need to understand the underlying table relationships of the
system.
Business process modeler (BPM) in Microsoft Dynamics Lifecycle Services (LCS) is a tool that you can use to create, view,
and modify repeatable implementations that are based on business process libraries. BPM helps you align your business
processes with industry-standard processes that are described by the American Productivity & Quality Center (APQC)
Incorrect Answers:
D: Product Visualize is a powerful tool of Dynamics 365 that uses augmented reality to aid the sales process where sellers
are able to show customers a product right from their sales workflow on a mobile device.
Reference: https://docs.microsoft.com/en-us/dynamics365/fin-ops-core/dev-itpro/lifecycle-services/bpm-overview

Answer:

Explanation:
Box 1: Field controls
You must standardize the format used by agents to enter customer phone numbers.
Box 2: Workflow
Log issues as cases. The case form must show variable sections based on the case type.

Answer:

Explanation:
Box 1: Microsoft Teams
Maintenance supervisors must not have access to Dynamics 365 Customer Service. The supervisors must be able to
communicate with the contracts team about contracts.
Box 2: Dynamics 365 Workspace
Aircraft maintenance vendors must have only view and upload privileges to their invoices and receipts.
The Expense management mobile workspace lets users capture and upload a receipt, so that they can attach it to an
expense report later.
Reference: https://docs.microsoft.com/en-us/dynamics365/project-operations/prod-exp/expense-management-mobile-
workspace

Answer:

A

Explanation:
Scenario: Agents need a way to track reservation issues.
Use Dynamics 365 Customer Service to:
Track customer issues through cases

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

Answer:

B

Explanation:
Scenario: Standardized checklists must be stored in the solution for use by inspectors. A copy must be created when a new
inspection is initiated.
Dataverse for Teams built on Microsoft Dataverse provides relational data storage, rich data types, enterprise-grade
governance, and one-click solution deployment to the Microsoft Teams app store.
Dataverse for teams table creation has all of the things that are great about Microsoft Lists, without the major downsides.
Reference: https://docs.microsoft.com/en-us/powerapps/teams/create-table

Answer:

Explanation:
Box 1: Power Automate flow
Scenario: Inspection orders must be automatically marked for re-inspection should a machine fail inspection. The new
inspection order must be created by using the originating inspection order as a template.
Box 2: Business rule
By combining conditions and actions, you can do any of the following with business rules:
Set column values

Clear column values

Set column requirement levels

Show or hide columns

Enable or disable columns

Validate data and show error messages

Create business recommendations based on business intelligence.

Reference: https://docs.microsoft.com/en-us/powerapps/maker/data-platform/data-platform-create-business-rule

Answer:

A

Explanation:
Scenario: Information about each machine produced must be transferred to Dynamics 365 Field Service.
Use the Microsoft Dataverse connector when connecting to the Microsoft Dataverse used for Microsoft Dynamics 365 Sales,
Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 Marketing, and
Microsoft Dynamics 365 Project Service Automation.
Reference: https://docs.microsoft.com/en-us/powerapps/maker/canvas-apps/connections/connection-dynamics-crmonline

Answer:

B

Explanation:
Business rule can create business recommendations based on business intelligence.
Scenario: Analytics and reporting The solution must:
Provide metrics including existing and upcoming demand by inspection station, average time spent per user at a station,

and average time a machine spends at each inspection point. Provide metrics per inspector including number of

inspections performed by month, and number of inspections per rating type (pass, fail). Provide a printed quality certificate

to be included with each machine.
Incorrect Answers:
D: Business process modeler (BPM) in Microsoft Dynamics Lifecycle Services (LCS) is a tool that you can use to create,
view, and modify repeatable implementations that are based on business process libraries.
Reference: https://docs.microsoft.com/en-us/learn/modules/define-create-business-rules/

Answer:

Explanation:
Box 1: Schedule board
The Dynamics 365 Field Service schedule board provides an overview of resource availability and bookings you can make.
Box 2: Azure IoT Central connector
Information about each machine produced must be transferred to Dynamics 365 Field Service.
The difference between IoT hub and IoT central is that IoT is an application platform that simplifies the creation of Internet of
Things solutions. IoT central helps to reduce the challenges of implementing IoT development, operations, and
management. IoT Central is a fully managed Software as a Service solution.
Note: There are three ways you can use to connect IoT-enabled devices into the Field Service solution:
Connected Field Service for Azure IoT Central

Connected Field Service for Azure IoT Hub

Connected Field Service for non-Azure IoT providers using the extensible IoT provider framework

Reference:
https://vegibit.com/azure-iot-hub-vs-iot-central
https://docs.microsoft.com/en-us/dynamics365/field-service/configure-schedule-board