Microsoft Dynamics 365 Customer Engagement Core (beta) v1.0 (MB-200)

HOTSPOT -
You are a Dynamics 365 for Customer Service system administrator.
You enable the Quick Find view to look up First Name, Last Name, Email, and City on the Contact entity.
You need to identify where the Quick Find search will be used.
NOTE: Each correct selection is worth one point.
Hot Area:

DRAG DROP -
You are a Dynamics 365 for Customer Service system administrator. You have a data file that contains a list of accounts which must be important into the system.
You need to import the accounts by using the Import Data wizard.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:

You are a Dynamics 365 for Customer Service administrator. Sales team members record leads in a Microsoft Excel workbook after conferences.
The system must prevent the addition of duplicate leads from the workbooks.
Sales team members must be able to manually create a duplicate lead record.
You need to configure duplicate detection settings.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

DRAG DROP -
You import data from a text file into Dynamics 365 for Customer Service by using the Import Data wizard. You use default delimiter settings.
Errors occur when you try to import the following data lines:

HOTSPOT -
You are the system administrator for Dynamics 365. You add a custom URL field for the Account entity.
You need to make changes to a custom field.
Which four fields can you change after the initial change? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

You export a Microsoft Excel workbook from Dynamics 365. The workbook contains 10,000 rows of data. You email the workbook and a description of the data to another user.
The user reports that they can only see 500 rows of data.
You need to determine why the user cannot view all the data.
Why is the user unable view all available data?

You are a Dynamics 365 for Customer Service system administrator. You create a parent entity and a child entity. The parent entity has a 1:N relationship with the child entity.
You need to ensure that when the owner changes on the parent record that all child records are assigned to the new owner.
You need to configure the relationship behavior type.
What should you use?

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator. You create entities that have relationships with other entities.
You must configure relationships between entities.
Which relationship types should you use? To answer, drag the appropriate relationship types to the correct requirements. Each relationship type 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:

HOTSPOT -
You are a Dynamics 365 for Customer Service solution architect. You create a custom entity for account planning.
You need to perform the following tasks:
-> Track tasks that connect to Microsoft Outlook.
-> Use the Dynamics 365 for Phones app to create new records.
-> Integrate with Microsoft SharePoint.
On the Entities customization page, which three areas should you configure? To answer, select the appropriate areas in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

HOTSPOT -
You are a Dynamics 365 Customer Service administrator. There are two duplicate contact records User1 and User2.
-> The User1 record has the correct business phone number and related team members, opportunities, and cases.
-> The User2 record has the correct email.
-> The User2 contact has one case record and six activity records.
-> The User2 contact record is created three days after the User1 contact record.
You need to merge the two contact records into a single contact record.
Which actions should you complete when merging the records? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Case Study -
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other question on this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study -
To display the first question on this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background -
Lamna Healthcare Company owns and operates childcare centers nationwide. The company serves children ranging in age from four to ten. Childcare centers are open 7:00 am to 6:00 pm Monday through Friday.
The company has a Dynamics 365 system administrator who works from 9:00 am to 5:00 pm Monday through Friday. The administrator creates user records for potential hires during final interview processes.
Lamna separates children into groups based on age. Group A is for ages 4-6, Group B is for ages 7-8, and Group C is for ages 9-10. Each group is monitored by a team of 2-3 childcare workers.
Most correspondence between workers and parents is done by using email.
The company runs employee meetings each month to present updates and discuss issues. The administrator creates appointments in Dynamics 365 for each employee meeting.

Current processes -

Dynamics 365 -
Lamna has been using Dynamics 365 and Microsoft Office 365 for three years. Access to Dynamics 365 is limited to childcare workers. Support staff only have access to Office 365 applications.
There is a high turnover rate among childcare workers, so there is often a rush to hire replacements. Childcare workers are often hired on weekends and start work the following Monday.
The administrator maintains a list of apps that are approved for use and makes the list available to all Dynamics 365 users.

Child registration -
When a parent registers a child, workers collect information such as known allergies, emergency contact information, list of medications, and scans of signed consent forms for the child. Additional information is collected through the year including field trip consent forms and an annual feedback survey that parents complete.

Intake -
Every day an employee records each child"™s arrival time, departure time, and the name of the person who picked up the child in an attendance log. Each record includes a field to enter emergency contact information for the child. This field often remains blank since the childcare worker is too busy to populate this information.
Attendance records are created from a child record. The supervisor reviews an attendance log at the end of day for each team of workers.

Reports -
Reports are created from Microsoft Word templates for the healthcare workers and documents are stored in Microsoft SharePoint.
You create a Child Attendance report and complete testing of the report in a sandbox environment. The report is ready for deployment to the production environment.

Requirements -

Attendance -
The child attendance log must be accessible by all staff members. A Child Attendance report is also required, as this information is often accessed at the parent"™s request. All fields for collecting additional information must be hidden by default.
In order to make the process of recording attendance information more efficient, workers must create an attendance record for each child and add the child to the record.
If a child is not picked up by 6:00pm, a text message must be sent to the parents notifying them of additional charges for late pickup. Microsoft Flow is used to deliver text messages to parents about additional charges for late pickup.

Medication -
Complex information such as medications must be contained in a sub-grid on the child"™s record.
When children change age groups, all of their records must be available to the new team of childcare workers. A child"™s medication record must no longer be viewable by the previous group of childcare workers.

System customization -
All customization and testing are performed in the sandbox environment and then moved to production. To simplify management of Dynamics 365, Lamna
Healthcare keeps all components in the default solution but maintains a unique prefix. Dynamics is a non-code environment.
Option sets must be used whenever possible. For example, the allergies field displays a list of common allergies. You must include an option named Other in each option set to allow users to enter a value that is not available in the option set. When Other is selected, the form must display a text field that requires entry.

Problem statements -
Parents of a child named Elizabeth recently changed her surname. The parent hands in a field trip consent form that includes the new surname. The support worker cannot find the child in the system.
Users report having to sign back into the system very frequently, often multiple times during the course of a period of usage.
When children move to new age groups, medication records for the child are not visible to the new group"™s childcare workers.


DRAG DROP -
You need to prompt the caseworker when populating the allergies field.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:

Case Study -
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other question on this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study -
To display the first question on this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background -
Lamna Healthcare Company owns and operates childcare centers nationwide. The company serves children ranging in age from four to ten. Childcare centers are open 7:00 am to 6:00 pm Monday through Friday.
The company has a Dynamics 365 system administrator who works from 9:00 am to 5:00 pm Monday through Friday. The administrator creates user records for potential hires during final interview processes.
Lamna separates children into groups based on age. Group A is for ages 4-6, Group B is for ages 7-8, and Group C is for ages 9-10. Each group is monitored by a team of 2-3 childcare workers.
Most correspondence between workers and parents is done by using email.
The company runs employee meetings each month to present updates and discuss issues. The administrator creates appointments in Dynamics 365 for each employee meeting.

Current processes -

Dynamics 365 -
Lamna has been using Dynamics 365 and Microsoft Office 365 for three years. Access to Dynamics 365 is limited to childcare workers. Support staff only have access to Office 365 applications.
There is a high turnover rate among childcare workers, so there is often a rush to hire replacements. Childcare workers are often hired on weekends and start work the following Monday.
The administrator maintains a list of apps that are approved for use and makes the list available to all Dynamics 365 users.

Child registration -
When a parent registers a child, workers collect information such as known allergies, emergency contact information, list of medications, and scans of signed consent forms for the child. Additional information is collected through the year including field trip consent forms and an annual feedback survey that parents complete.

Intake -
Every day an employee records each child"™s arrival time, departure time, and the name of the person who picked up the child in an attendance log. Each record includes a field to enter emergency contact information for the child. This field often remains blank since the childcare worker is too busy to populate this information.
Attendance records are created from a child record. The supervisor reviews an attendance log at the end of day for each team of workers.

Reports -
Reports are created from Microsoft Word templates for the healthcare workers and documents are stored in Microsoft SharePoint.
You create a Child Attendance report and complete testing of the report in a sandbox environment. The report is ready for deployment to the production environment.

Requirements -

Attendance -
The child attendance log must be accessible by all staff members. A Child Attendance report is also required, as this information is often accessed at the parent"™s request. All fields for collecting additional information must be hidden by default.
In order to make the process of recording attendance information more efficient, workers must create an attendance record for each child and add the child to the record.
If a child is not picked up by 6:00pm, a text message must be sent to the parents notifying them of additional charges for late pickup. Microsoft Flow is used to deliver text messages to parents about additional charges for late pickup.

Medication -
Complex information such as medications must be contained in a sub-grid on the child"™s record.
When children change age groups, all of their records must be available to the new team of childcare workers. A child"™s medication record must no longer be viewable by the previous group of childcare workers.

System customization -
All customization and testing are performed in the sandbox environment and then moved to production. To simplify management of Dynamics 365, Lamna
Healthcare keeps all components in the default solution but maintains a unique prefix. Dynamics is a non-code environment.
Option sets must be used whenever possible. For example, the allergies field displays a list of common allergies. You must include an option named Other in each option set to allow users to enter a value that is not available in the option set. When Other is selected, the form must display a text field that requires entry.

Problem statements -
Parents of a child named Elizabeth recently changed her surname. The parent hands in a field trip consent form that includes the new surname. The support worker cannot find the child in the system.
Users report having to sign back into the system very frequently, often multiple times during the course of a period of usage.
When children move to new age groups, medication records for the child are not visible to the new group"™s childcare workers.


HOTSPOT -
You need to ensure that a child"™s information is available to their childcare worker.
What should you do with the child"™s information when a child turns seven? To answer, select the appropriate actions in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Case Study -
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other question on this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study -
To display the first question on this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background -
Lamna Healthcare Company owns and operates childcare centers nationwide. The company serves children ranging in age from four to ten. Childcare centers are open 7:00 am to 6:00 pm Monday through Friday.
The company has a Dynamics 365 system administrator who works from 9:00 am to 5:00 pm Monday through Friday. The administrator creates user records for potential hires during final interview processes.
Lamna separates children into groups based on age. Group A is for ages 4-6, Group B is for ages 7-8, and Group C is for ages 9-10. Each group is monitored by a team of 2-3 childcare workers.
Most correspondence between workers and parents is done by using email.
The company runs employee meetings each month to present updates and discuss issues. The administrator creates appointments in Dynamics 365 for each employee meeting.

Current processes -

Dynamics 365 -
Lamna has been using Dynamics 365 and Microsoft Office 365 for three years. Access to Dynamics 365 is limited to childcare workers. Support staff only have access to Office 365 applications.
There is a high turnover rate among childcare workers, so there is often a rush to hire replacements. Childcare workers are often hired on weekends and start work the following Monday.
The administrator maintains a list of apps that are approved for use and makes the list available to all Dynamics 365 users.

Child registration -
When a parent registers a child, workers collect information such as known allergies, emergency contact information, list of medications, and scans of signed consent forms for the child. Additional information is collected through the year including field trip consent forms and an annual feedback survey that parents complete.

Intake -
Every day an employee records each child"™s arrival time, departure time, and the name of the person who picked up the child in an attendance log. Each record includes a field to enter emergency contact information for the child. This field often remains blank since the childcare worker is too busy to populate this information.
Attendance records are created from a child record. The supervisor reviews an attendance log at the end of day for each team of workers.

Reports -
Reports are created from Microsoft Word templates for the healthcare workers and documents are stored in Microsoft SharePoint.
You create a Child Attendance report and complete testing of the report in a sandbox environment. The report is ready for deployment to the production environment.

Requirements -

Attendance -
The child attendance log must be accessible by all staff members. A Child Attendance report is also required, as this information is often accessed at the parent"™s request. All fields for collecting additional information must be hidden by default.
In order to make the process of recording attendance information more efficient, workers must create an attendance record for each child and add the child to the record.
If a child is not picked up by 6:00pm, a text message must be sent to the parents notifying them of additional charges for late pickup. Microsoft Flow is used to deliver text messages to parents about additional charges for late pickup.

Medication -
Complex information such as medications must be contained in a sub-grid on the child"™s record.
When children change age groups, all of their records must be available to the new team of childcare workers. A child"™s medication record must no longer be viewable by the previous group of childcare workers.

System customization -
All customization and testing are performed in the sandbox environment and then moved to production. To simplify management of Dynamics 365, Lamna
Healthcare keeps all components in the default solution but maintains a unique prefix. Dynamics is a non-code environment.
Option sets must be used whenever possible. For example, the allergies field displays a list of common allergies. You must include an option named Other in each option set to allow users to enter a value that is not available in the option set. When Other is selected, the form must display a text field that requires entry.

Problem statements -
Parents of a child named Elizabeth recently changed her surname. The parent hands in a field trip consent form that includes the new surname. The support worker cannot find the child in the system.
Users report having to sign back into the system very frequently, often multiple times during the course of a period of usage.
When children move to new age groups, medication records for the child are not visible to the new group"™s childcare workers.

You need to ensure that attendance records contain the proper default values.
What should you do?

Case Study -
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other question on this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study -
To display the first question on this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background -
Lamna Healthcare is a local medical clinic comprised of doctors, nurses, and office staff. The company is implementing Dynamics 365 for Sales.

Current environment -

Environments -
The company has the following environments: Sandbox, QA, and Production.
All environments use one custom app in the Unified Interface.
There is one solution in the Sandbox environment containing modifications to the Patient and Invoice forms.
A security group has been created for each environment.
You configure the system as follows:
Duplicate detection is not set for the Patient entity.
The currency field for Service Fee is set to two decimal places.
Mailboxes are set to synchronize with Microsoft Exchange in the Production instance.

Case Study -
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other question on this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.

To start the case study -
To display the first question on this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.

Background -
Lamna Healthcare is a local medical clinic comprised of doctors, nurses, and office staff. The company is implementing Dynamics 365 for Sales.

Current environment -

Environments -
The company has the following environments: Sandbox, QA, and Production.
All environments use one custom app in the Unified Interface.
There is one solution in the Sandbox environment containing modifications to the Patient and Invoice forms.
A security group has been created for each environment.
You configure the system as follows:
Duplicate detection is not set for the Patient entity.
The currency field for Service Fee is set to two decimal places.
Mailboxes are set to synchronize with Microsoft Exchange in the Production instance.