Which two components are included in Dynamics 365 Marketing? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Answer:
AD
Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/overview
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:
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
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:
Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/segmentation-lists-subscriptions
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:
Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/overview https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-gen-integration
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.
Answer:
A
Export to an Excel dynamic worksheet
Export data to an Office Excel worksheet so users can have the latest Dynamics 365 Customer Engagement (on-premises) information any time they view the worksheet. Imagine the CEO of your company getting the critical information they need without having to navigate Dynamics 365 Customer Engagement (on- premises) but instead, merely opening the Excel link on their desktop. You can export up to 100,000 records at a time.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/basics/export-excel-dynamic-worksheet?view=op-9-1
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?
Answer:
D
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview
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?
Answer:
D
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer#renew-an-entitlement
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?
Answer:
C
Reference:
https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components
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:
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
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:
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
