A business wants to analyze customer purchase behavior and segment customers based on their buying patterns. Which feature should be used?

A customer service team wants to automate responses to frequently asked questions. Which feature should be implemented?

A company wants to improve lead nurturing by sending personalized marketing emails based on customer behavior. Which feature should be used?

A sales team wants to track competitor activity in Dynamics 365 Sales. Which feature allows them to log and analyze competitor interactions?

A company needs to ensure that high-priority customer service cases are handled within a set time frame. Which feature should be used?

A sales representative wants to quickly see all previous interactions with a customer before making a sales call. Which feature provides this information?

A company wants to provide self-service options for customers by allowing them to find answers to common issues. Which feature should be implemented?

A sales manager needs to track the performance of the sales team, including quota attainment and conversion rates. Which feature should be used?

A business wants to measure customer sentiment based on interactions with customer support. Which feature in Dynamics 365 Customer Service should be used?

A company wants to automate customer follow-ups after a marketing event using Dynamics 365 Marketing. Which feature should be used?

A sales representative needs to identify the best leads based on their likelihood to convert. Which feature in Dynamics 365 Sales provides this capability?

A company wants to track customer interactions across multiple communication channels in Dynamics 365 Customer Service. Which feature should be used?

A business wants to use social media engagement data to improve marketing campaigns in Dynamics 365 Marketing. Which integration should be used?

A company needs to manage customer loyalty programs in Dynamics 365 Customer Insights. Which feature should be used?

A sales manager needs to forecast revenue based on historical sales data in Dynamics 365 Sales. Which feature provides predictive insights?

A company wants to improve email engagement tracking in Dynamics 365 Marketing. Which feature should be used?

A customer service team needs to automate case resolution in Dynamics 365 Customer Service. Which feature should be used?

A company wants to track marketing campaign performance in Dynamics 365 Marketing. Which feature provides detailed insights into campaign success?

A sales team needs to prioritize leads based on their likelihood to convert into customers. Which feature in Dynamics 365 Sales provides this capability?

A company is implementing Dynamics 365 Marketing and wants to automate lead generation based on customer interactions. Which feature should be configured?

A customer service manager wants to monitor case resolution times and track customer satisfaction scores in Dynamics 365 Customer Service. Which feature should be used?

A company wants to integrate Microsoft Teams with Dynamics 365 to improve sales collaboration. Which feature enables seamless communication between sales teams?

A sales representative needs to quickly view relationship insights about a potential customer within Dynamics 365 Sales. Which feature provides this capability?

A company wants to use Dynamics 365 Customer Service to ensure that customer support cases are routed to the correct agents based on skills and workload. Which feature provides this functionality?

A company wants to personalize customer interactions based on previous engagement history using Dynamics 365 Marketing. Which feature should be used?

A sales manager wants to track the real-time performance of sales representatives in Dynamics 365 Sales. Which feature provides this functionality?

A company wants to use Dynamics 365 Customer Service to provide automated responses to common customer inquiries. Which feature should be implemented?

A customer service supervisor uses the Omnichannel Sentiment Analysis dashboard. You need to describe how the dashboard can be personalized. Which two personalization options can you use?

A company uses social media for marketing. The company wants to use out-of-the-box Dynamics 365 Marketing functionality to streamline social media marketing. You need to determine the supported social media activities. Which action is supported?

A company plans to implement Dynamics 365 Project Operations. Which two billing methods does Dynamics 365 Project Operations support?

You are the resource manager for an electrical contractor that uses Dynamics 365 Project Operations.
You need to track information about electricians' qualifications professional licenses, and certifications.
Which attribute should you use?

A company sells and services commercial refrigeration equipment. The company is implementing Dynamics 365 Project Operations.
You need to ensure that you can select a service technician for an assignment that has the required expertise to address the equipment issues reported by a customer.
Which two features should you use?

A company sells and services clothing washing machines and dryers. The company uses Dynamics 365 Field Service.
You need to proactively monitor customer's equipment to identify problems and maintenance needs.
Which two Connected Field Service options can you use?

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 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?

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.

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?

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 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 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 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 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 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 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?

You are a sales representative for a company. Which Dynamics 365 Sales can you use to manage the sales pipeline?

Which two Dynamics 365 Sales out-of-the-box features can you use to capture leads?

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?

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?

Which two components are included in Dynamics 365 Marketing?