Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) v1.0 (MB-910)

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Customers submit suggestions, questions, and cases to a company by using the following channels:
✑ Submitting a case in a customer service portal.
✑ Emailing a support mailbox.
✑ Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?

  • A. Work orders
  • B. Queues
  • C. Work items
  • D. Activities


Answer : B

Cases are added to a queue.
Select Add to Queue to add a case to a queue.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a-case

A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. Number of hours
  • B. Hours of service
  • C. Number of cases
  • D. Initial response time


Answer : AC

Define what kind of support your customers are eligible for by creating entitlements in Dynamics 365 Customer Service. With entitlements, you specify the support term based on number of hours or number of cases. The customer's support level can vary based on the product or service that the customer has purchased.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

A company uses Dynamics 365 Field Service.
The maintenance manager wants to be able to add a list of questions 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?

  • A. Connected Field Service
  • B. Inspections
  • C. Microsoft Customer Voice
  • D. Scheduling


Answer : B

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/inspections

HOTSPOT -
A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality.
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 :

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-with-travel-time

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?

  • A. Adjust inventory values.
  • B. Schedule and dispatch the work order.
  • C. Generate an invoice.
  • D. Review and close the work order.


Answer : B

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/create-work-order

HOTSPOT -
A cable installation company is implementing Dynamics 365.
You need to recommend Dynamics 365 applications for the company.
Which app should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:



Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/field-service-time-entry https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-use

A company uses Dynamics 365 Field Service.
You create a work order from a case. A field service administrator schedules the work order.
A technician arrives at the site of the work order and is ready to begin work on time.
What is the status of the work order?

  • A. Open ג€" In progress
  • B. Open ג€" Unscheduled
  • C. Traveling
  • D. Open ג€" Scheduled


Answer : A

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/work-order-status-booking-status

HOTSPOT -
A company calibrates and services medical equipment for customers across the United States. The company employs a large number of service technicians.
The company often does not assign service jobs to the technician that is geographically closest to the customer.
The company wants to use location auditing in Dynamics 365 Field Service to display each technician's location on a map.
You enable location tracking.
Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.
Hot Area:



Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-powerapp-location-auditing

HOTSPOT -
A company that services air-conditioning equipment is implementing Dynamics 365 Field Service.
You need to recommend the features that the company should implement to meet business requirements.
Which features should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:



Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-work-order https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-system-offline https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

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?

  • A. Field Service Mobile
  • B. Work orders
  • C. Connected Field Service
  • D. Universal Resource Scheduling
  • E. Case management


Answer : C

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

HOTSPOT -
A company plans to implement Connected Field Service.
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 :

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service

A company has a large number of technicians that work in the field.
You need to ensure that Dynamics 365 Field Service can automatically schedule work to minimize travel time for technicians.
What should you implement?

  • A. Resource scheduling optimization
  • B. Unified routing for table records
  • C. Schedule board
  • D. Universal Resource Scheduling


Answer : A

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

DRAG DROP -
A manufacturing company plans to implement Dynamics 365 Field Service.
You need to determine which features are needed to meet the company's requirements.
Which features should you implement? 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 :

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

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.
Hot Area:



Answer :

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 plans to implement Dynamics 365 Field 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 :

Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/inspections

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Total 161 questions