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Pass Microsoft Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) PDF Dumps | Recently Updated 76 Questions
Skills measured
- Describe shared features (15-20%)
- Describe Project Operations (15-20%)
- Describe Dynamics 365 Field Service (15-20%)
- Describe Dynamics 365 Customer Service (15-20%)
- Describe Dynamics 365 Sales (15-20%)
- Describe Dynamics 365 Marketing (10-15%)
NEW QUESTION 37
You work for a job placement agency that uses Dynamics 365 Project Operations.
A client needs an expert plumber to handle an emergency situation at their office. You need to identify an expert plumber for the client.
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. Open the Resource Utilization board and filter by the term expert plumber.
- B. Open the Resource Manager Dashboard and filter Role Utilization by the term expert plumber.
- C. Open the Schedule board and filter by the term expert plumber.
- D. Open the client's project Gantt chart and filter by the term expert plumber.
Answer: A,C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/project-operations/psa/view-resource-utilization
NEW QUESTION 38
A company uses Dynamics 365 Field Service.
The company uses a manual process to create and schedule work orders. The company wants to optimize scheduling and reduce assisted support costs.
You need to recommend appropriate features of Dynamics 365 Field Service to 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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/rso-overview
https://docs.microsoft.com/en-us/dynamics365/field-service/connected-field-service
NEW QUESTION 39
A company plans to implement Dynamics 365 Customer Service.
Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core- components
NEW QUESTION 40
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 365 Sales
- B. Dynamics 356 Customer Insights
- C. Dynamics 365 Human Resources
- D. Dynamics 365 Marketing
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/sales-enterprise/create-edit-quote-sales
NEW QUESTION 41
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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-with-travel-time
NEW QUESTION 42
A company uses Dynamics 365 Field Service.
The maintenance manager wants to be able to add a list of Question:s 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. Scheduling
- B. Inspections
- C. Microsoft Customer Voice
- D. Connected Field Service
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/inspections
NEW QUESTION 43
You work as a technician and receive your work assignments by using cases in Dynamics 365 Sales.
You need to review the timeline for a case that you are managing. Which type of activity appears in the case timeline?
- A. Project task
- B. Task
- C. Work order
- D. Entitlement
Answer: D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a- case
NEW QUESTION 44
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. Schedule and dispatch the work order.
- B. Review and close the work order.
- C. Adjust inventory values.
- D. Generate an invoice.
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/field-service/create-work-order
NEW QUESTION 45
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.
Answer:
Explanation:
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
NEW QUESTION 46
A potential customer delays their decision to commit to a big multi-year contract.
You want to find other colleagues who have interacted with the potential customer to discuss strategies. Which app should you recommend?
- A. Sales Insights
- B. Customer Service Insights
- C. Market Insights
- D. Power Virtual Agents
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/ai/sales/relationship-analytics#analyze-the-health-and-activity- history-of-a-customer-or-opportunity
NEW QUESTION 47
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.
Answer:
Explanation:
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
NEW QUESTION 48
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.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-gb/dynamics365/marketing/overview
https://docs.microsoft.com/en-gb/dynamics365/marketing/linkedin-lead-gen-integration
NEW QUESTION 49
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.
Answer:
Explanation:
Explanation:
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
NEW QUESTION 50
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.
Answer:
Explanation:
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
NEW QUESTION 51
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. Waiting
- B. Canceled
- C. Active
- D. Draft
Answer: B
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms- customer#renew-an-entitlement
NEW QUESTION 52
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