Certy IQ

Premium exam material

Get certification quickly with the CertyIQ Premium exam material.
Everything you need to prepare, learn & pass your certification exam easily. Lifetime free updates
First attempt guaranteed success.
https://www.CertyIQ.com
 Microsoft

(MB-910)

Microsoft Dynamics 365 Fundamentals Customer Engagement

Apps (CRM)

Total: 159 Questions

Link: https://certyiq.com/papers/microsoft/mb-910
Question: 1 CertyIQ
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

B. Customer Service Hub
C. Enterprise Asset Management
D. Event management

Answer: AD

Explanation:

customer voice survey' and 'event management ' are also the two most important components in marketing

Reference:

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

Question: 2 CertyIQ
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.
Select and Place:

Answer:
 Explanation:

1. Marketing list only

2. Marketing segment only

Question: 3 CertyIQ
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.
Hot Area:

Answer:
 Explanation:

1. NO

because the question says ONLY meaning that you can ONLY query accounts, leads and marketing list, but
you can query across MORE options ("You can also query the marketing-insights service to find contacts that
have engaged with your marketing initiatives")

2. NO

because you cannot use segments for a quick campaign https://docs.microsoft.com/en-

gb/dynamics365/marketing/segments-vs-lists

Reference:

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

Question: 4 CertyIQ
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.
Hot Area:
Answer:
 Explanation:

1. Dynamics 365 Customer Voice

2. LinkedIn Campaign Manager

(At least one LinkedIn member with access to LinkedIn Campaign Manager must Authorize Dynamics 365 to
sync data from LinkedIn Campaign Manage)

3. Customer Insights

Reference:

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

Question: 5 CertyIQ
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.
 Answer: AC

Explanation:

=> 1st - Generate leads from Linkedin

=> 2nd - Schedule and publkish social post

The LinkedIn "Campaign Manager" can create leads & one of the ways it can be done is by creating a "Post" &
schedule it to get posted on Linkedin on a specific date, this can be done through the D365 application

email template" can be created in D356 for its email application, BUT "NOT FOR LINKEDIN" + Events can not
be created in LinkedIn

Reference:

https://seelogic.co.uk/technologies/dynamics-365/marketing-on-linkedin-with-dynamics-365-marketing/

Question: 6 CertyIQ
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.
Hot Area:

Answer:

Explanation:

Updates the current lead with the LinkedIn data (When a new lead is synced from LinkedIn, Dynamics 365 can
either update an existing lead record if the person is already known, or create a new lead if it's the first
contact with this person)
 Reference:

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

Question: 7 CertyIQ
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.
Hot Area:

Answer:

Explanation:

1st - Yes
 2nd - Yes

3rd - Yes

In the "new" marketing module of D365, you can create "marketing emails" images & text can be added to the
same

Email messages have the ability to add "dynamic content" like Eg - U can create an email with a template that
will pick the First Name & Last name of a contact ( this is Dynamic content )

In the "new" marketing module, when an event is created, it gives you the ability to create a "website" for
"event registration" thus it's possible

Reference:

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

Question: 8 CertyIQ
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

Answer: ADE

Explanation:

=> 1st - Sponsors and sponsorships

=> 2nd - Session and speaker tracking

=> 3rd - Registration and attendance

In the "new" marketing module when you create an event you can create "Sponsors and sponsorships",
sessions & speakers can also be created & tracked + Registration and attendance can also be tracked by the
records that get created in D365 Marketing

There is on option for advertisers and print media and campaigns to be created & tracked

For "Regulatory compliance" I am not sure, because in the marketing module it has the ability to comply with
GDPR, but I am not sure if this will come under "Regulatory compliance"

Reference:

https://docs.microsoft.com/en-gb/dynamics365/marketing/manage-event-sponsorships
https://docs.microsoft.com/en-gb/dynamics365/marketing/event-management
 https://docs.microsoft.com/en-gb/dynamics365/marketing/event-management

Question: 9 CertyIQ
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.
Hot Area:

Answer:

Explanation:

1 - Yes & 2 - Yes

Customer voice data is available in the Marketing module & if required ( answering the 2nd question)
"Customer Journey" can be used to resent another survey question

Reference:

https://docs.microsoft.com/en-gb/dynamics365/marketing/customer-voice
Question: 10 CertyIQ
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

Answer: BC

Explanation:

Dynamics 365 Marketing has no survey function now, the function has been moved to Customer Voice. Thus, B
& C is making sense.

Question: 11 CertyIQ
DRAG DROP -
A company purchases Dynamics 365 Sales and Dynamics 365 Marketing. The company wants to be able to host
webinars and events but is concerned about controlling costs.
You need to recommend solutions to meet the company's requirements.
Which products should you recommend? To answer, drag the appropriate products to the correct features. 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.
Select and Place:

Answer:
 Explanation:

DYNAMICS 365 MARKETING

DYNAMICS 365 MARKETING

Reference:

https://docs.microsoft.com/en-us/dynamics365/marketing/event-financials https://docs.microsoft.com/en-
us/dynamics365/marketing/event-waitlist

Question: 12 CertyIQ
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
B. Dynamics 365 Connector for LinkedIn
C. Case management
D. Qualify leads
E. Project quote management

Answer: ABD

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/marketing/event-management https://docs.microsoft.com/en
-us/dynamics365/marketing/linkedin-lead-gen-integration https://docs.microsoft.com/en-us/dynamics365/m
arketing/lead-lifecycle

Question: 13 CertyIQ
HOTSPOT -
A company uses Dynamics 365 Marketing. The company wants an automated solution to test two email designs
before launching the entire email campaign.
You need to recommend a solution for the company.
What should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 Answer:

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/marketing/email-a-b-testing

Question: 14 CertyIQ
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

Answer: AB

Explanation:
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.

Reference:
https://docs.microsoft.com/en-us/dynamics365/marketing/real-time-marketing-tile-reference
Question: 15 CertyIQ
HOTSPOT -
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
Hot Area:

Answer:

Explanation:
Box 1: Yes -
All journeys start with the participants:
Select Set audience (or, alternatively, select +). The Audience properties pane will appear on the right side of
the page. Leave the default settings there (for example, Segment selected as the audience source type).
Select the segment that you want to target with your campaign in the segment lookup field.

Box 2: No -
Customer journeys can only target contacts, not accounts or leads, so be sure to create contact records for
everyone you want to include in your customer journeys, and then associate each of them with any relevant
accounts or leads.

Box 3: Yes -
Customer journey audience receive email form submitted

Reference:
https://docs.microsoft.com/en-us/dynamics365/marketing/manage-customer-information

Question: 16 CertyIQ
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.
Hot Area:

Answer:

Explanation:

1. Yes, you can implement business process flows in Dynamics 365 Sales

2. No, because if a lead is NOT qualified, there's NO opportunity

Reference:

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

Question: 17 CertyIQ
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.
Select and Place:
 Answer:

Explanation:

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

Question: 18 CertyIQ
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.
Select and Place:
 Answer:

Explanation:

ASSISTANT

talking points

Reference:

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

Question: 19 CertyIQ
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.
Select and Place:

Answer:

Explanation:

The LinkedIn Sales Navigator Lead control shows information about a LinkedIn member profile.

The LinkedIn Sales Navigator Account control shows information about a LinkedIn company profile

Reference:

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

Question: 20 CertyIQ
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

Answer: BD

Explanation:

Reference:
https://docs.microsoft.com/en-us/learn/modules/value-proposition-mrss/1-intro
Question: 21 CertyIQ
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.
Hot Area:

Answer:

Explanation:

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

Question: 22 CertyIQ
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

Answer: A

Explanation:

A only, the rest are Customer Service or Field Service

Reference:

https://docs.microsoft.com/en-us/dynamics365/sales-professional/manage-leads-sales-professional
Question: 23 CertyIQ
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.
Select and Place:

Answer:

Explanation:

linked in sales navigator

linked in sales navigator

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

Question: 24 CertyIQ
Which two Dynamics 365 Sales 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.
 A. emails
B. CSV files
C. Dynamics 365 Commerce
D. Dynamics 365 Customer Insights

Answer: AB

Explanation:

1 => email

2 => CSV file

The question is asking which are the ways within which you can get a lead into Dynamics 365. So any of the
methods can be used, "if" it is "available" in the "option provided", like "Manual Creation" "Data Import" or
others, Look at the options & your answers are present there

Email => U can convert an email to a Lead

CSV => u can use an excel "CSV" format to import data into the Leads entity

Dynamics 365 Commerce => this is a module like "Sale Hub" or "Service Hub", so no relationship to leads
import

Dynamics 365 Customer Insights => this is an AI tool provided in Microsoft D365, again so no relationship to
leads import

Reference:

https://www.dyn365pros.com/2015/11/11/microsoft-dynamics-crm-4-simple-steps-for-importing-leads-and-
contacts/

Question: 25 CertyIQ
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

Answer: B

Explanation:

dynamics 365 sales

Reference:

https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/create-edit-quote-sales
Question: 26 CertyIQ
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.
Hot Area:

Answer:
 Explanation:

1 => Accounts

2 => Notes

A customer or a client is called "Accounts" on D365

If the "Notes" feature is available on the form ( notes are available in the "Timeline Section" on the form ), then
a file can be attached. KEEP IN MIND, for attaching files, the "notes" option should be available.

Notes provide you the option to store "comments or notes" & also if you like an attachment

Reference:

https://www.inkeysolutions.com/blogs/attach-files-to-notes-record-of-microsoft-dynamics-365-crm-ce-
from-the-d365-crm-custom-portal/

Question: 27 CertyIQ
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.
Select and Place:

Answer:

Explanation:

Static worksheet: When you want to present information about the data in your app to an individual who
doesn’t have access to the app, or you have data that doesn’t change often, consider exporting the app data
to an Excel static worksheet.

Excel Online: because Group B doesn't want to download the file and still make changes, you can use excel
online because is on the cloud

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

Question: 28 CertyIQ
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

Answer: D

Explanation:

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

Question: 29 CertyIQ
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

Answer: D

Explanation:

It is Opportunity because different stages will have different weight of probability, this will be used to
forecast the revenue

Reference:

https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/configure-forecast

Question: 30 CertyIQ
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

Answer: BC

Explanation:

Word Template: Word templates will allow users to design and customize the template (add an image). Data
will also be populated in the formatted document.

Reference:

https://www.crmsoftwareblog.com/2019/09/creating-pdf-quotes-in-dynamics-365/

Question: 31 CertyIQ
A company uses Dynamics 365 Sales.
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

Answer: C

Explanation:

"Related Leads: shows potential Sales Navigator leads who are similar to the target person and might
represent the relevant stakeholders around them. On a sales scenario, this insight is crucial to identify the
potential decision-makers for a deal."

Question: 32 CertyIQ
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.
 Answer: CD

Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales/re-open-lead-sales https://docs.microsoft.com/en-us/d
ynamics365/sales/qualify-lead-convert-opportunity-sales

Question: 33 CertyIQ
HOTSPOT -
A company uses Dynamics 365 Sales.
The sales process must use products.
You need to create the product catalog record type.
Which record types should you create? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Answer:
 Explanation:

Box 1: PRODUCTS

Products makes more sense, on first one.

Box 2: Bundles -

Set up product bundles to sell multiple items together (Sales Hub)

Encourage customers to buy more products instead of a single product by combining products in a bundle.

Question: 34 CertyIQ
HOTSPOT -
You are evaluating activity records in Dynamics 365 Sales.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
Hot Area:
Answer:

Explanation:
Box 1: Yes -
What fields can be synchronized with Outlook?
You can set synchronization for the entities listed in the following tables.

Entity: Phone Call -

Box 2: Yes -
In Dynamics 365 for Customer Engagement, you can create custom activities to support the communication
needs of a business such as instant messaging (IM) and Short Message Service (SMS). To create a custom
activity in Customer Engagement, create a custom entity, and specify it as an activity entity using the
EntityMetadata.IsActivity property.

Box 3: Yes -
The timeline helps app users see all activity history. The timeline control is used to capture activities like
 notes, appointments, emails, phone calls, and tasks to ensure that all interactions with the related table are
tracked and visible over time. Use the timeline to quickly catch up on all of the latest activity details.

Reference:
https://docs.microsoft.com/en-us/power-platform/admin/what-fields-synchronized-outlook https://docs.micro
soft.com/en-us/dynamics365/customerengagement/on-premises/developer/custom-activities?view=op-9-1 ht
tps://docs.microsoft.com/en-us/power-apps/maker/model-driven-apps/set-up-timeline-control

Question: 35 CertyIQ
HOTSPOT -
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
Hot Area:

Answer:

Explanation:
Box 1: No -
On the command bar, select Qualify. Depending the lead qualification experience chosen by your
administrator, you'll either see a prompt for creating the contact, lead, and opportunity records or you'll see a
Processing message and the records will be automatically created.
 Box 2: No -
What happens when duplicates are found while qualifying leads?
When qualifying a lead, if a duplicate account or contact is detected while creating new records, a duplicate
warning is shown to you. Depending on whether your system administrator has enabled the improved
duplicate detection and merge experience, you will see the options to resolve duplicates.

Box 3: No -
What happens to notes and attachments when leads are qualified?
When salespeople work on a lead, they use notes to store key information on the things they have researched
about the lead. This could be information like new contacts at the site, current value of the contract, vendor
information and so on. When a lead is qualified, these notes are displayed in the Opportunity record so that
the information is not lost.

Reference:
https://docs.microsoft.com/en-us/dynamics365/sales/qualify-lead-convert-opportunity-sales https://docs.mic
rosoft.com/en-us/dynamics365/sales/qualify-lead-convert-opportunity-sales#what-happens-when-duplicate
s-are-found-while-qualifying-leads

Question: 36 CertyIQ
A company uses Dynamics 365 Sales with out-of-the-box forms.
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

Answer: D

Explanation:

Timeline is a correct answer.

Question: 37 CertyIQ
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

Answer: D

Explanation:

Open your app data in Excel Online and make quick edits or do an ad-hoc analysis. You can make changes to
your app data in Excel Online and then save the updated information back to your app.

Question: 38 CertyIQ
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.

Answer: D

Explanation:

here is context. Here is the definition of Connected Customer Service - Enables organizations to transform
their service model into a proactive and predictive service model with the availability of IoT diagnostics, IoT
device update, and case management on one platform. Agents using Customer Service Hub can diagnose and
fix issues remotely, which leads to cost savings and improved customer satisfaction

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
Question: 39 CertyIQ
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

Answer: D

Explanation:

existing entitlement is cancelled, as the expiry date has already passed

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-
customer#renew-an-entitlement

Question: 40 CertyIQ
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

Answer: C

Explanation:

A customer case must be resolved or cancelled.

Reference:

https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-
core-components

Question: 41 CertyIQ
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.
Hot Area:

Answer:

Explanation:

Dynamics 365 customer service

universal resource scheduling

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

Question: 42 CertyIQ
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.
Hot Area:
 Answer:

Explanation:

yes

no

no

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

Question: 43 CertyIQ
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

Answer: AC

Explanation:

A. Knowledge base with Relevance search

C. Case management with Related Similar cases

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

Question: 44 CertyIQ
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.
Hot Area:

Answer:
 Explanation:

yes

no

yes

Reference:

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

Question: 45 CertyIQ
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.
Hot Area:
Answer:

Explanation:

The last one should be Customer Service Insights.

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

Question: 46 CertyIQ
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.
Select and Place:

Answer:

Explanation:

omnichannel for customer service

Rounting rules

Routing rules: "Reduce the need for manually creating cases from incoming emails and increase the efficiency
of customer service agents by creating automatic case creation rules in Dynamics 365 Customer Service. The
conditions in these rules automatically convert emails to support cases."

out of the box dashboards

https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email

Question: 47 CertyIQ
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.
Hot Area:

Answer:

Explanation:

SLA is the level agreement, in this case stating that there will be a response in 30mins but capturing the
response time is done via KPI. This answer is correctThis is a trick question, to ensure that the support is
offered within 30 mins, an "SLA" needs to be configured, But as there is a mention of a feature "WITHIN" the
SLA, that is "1st Response by KPI" the correct answer is "First Response by KPI"

Question: 48 CertyIQ
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.
Select and Place:

Answer:

Explanation:

Use context-specific knowledge articles to solve customer issues quickly - Customer Service Insights

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh
 Thank you
Thank you for being so interested in the premium exam material.
I'm glad to hear that you found it informative and helpful.

But Wait

I wanted to let you know that there is more content available in the full version.
The full paper contains additional sections and information that you may find helpful,
and I encourage you to download it to get a more comprehensive and detailed view of
all the subject matter.

Download Full Version Now

Total: 159 Questions

Link: https://certyiq.com/papers/microsoft/mb-910