Question 6 of 56
You are the solution architect on a Dynamics 365 Customer Service implementation.
The organization requires the following for the implementation:
✑ Define the key non-functional requirements for the customer services team.
✑ Achieve business objectives from the future Dynamics 365 Customer Service solution.
You need to identify the top three non-functional requirements for the organization.
Which three non-functional requirements should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
The organization requires the following for the implementation:
✑ Define the key non-functional requirements for the customer services team.
✑ Achieve business objectives from the future Dynamics 365 Customer Service solution.
You need to identify the top three non-functional requirements for the organization.
Which three non-functional requirements should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Correct Answer: B, D, E
To identify the key non-functional requirements for a Dynamics 365 Customer Service implementation, it is important to focus on requirements that do not directly pertain to specific business functionalities but rather overall system characteristics. 'Usability of business process flows' ensures that the system is user-friendly and can be efficiently navigated by the customer service team. 'Time-to-load forms' addresses performance, ensuring that the system is responsive and does not cause delays for the users. 'Solution regulatory compliance' ensures that the system adheres to necessary legal and regulatory standards, which is crucial for maintaining operational legality and avoiding penalties. The options 'business rules to identify top customers' and 'customer accounts administration' are more functional in nature, focusing on specific business tasks rather than overall system characteristics.
Question 7 of 56
A company provides professional development certifications to technologists around the world. The company uses multiple call centers to support customers. The company plans to implement Dynamics 365 Customer Service.
The company must increase productivity for call center employees. The solution must meet the following requirements:
✑ Handle multiple customer interactions at once.
✑ Ensure that users can access information from several business applications.
Interact with customers by using the following channels: chat, phone calls, emails, and online reviews
✑ Implement all functionality in a single interface
You need to recommend a solution that meets the requirements of the company.
What should you recommend?
The company must increase productivity for call center employees. The solution must meet the following requirements:
✑ Handle multiple customer interactions at once.
✑ Ensure that users can access information from several business applications.
Interact with customers by using the following channels: chat, phone calls, emails, and online reviews
✑ Implement all functionality in a single interface
You need to recommend a solution that meets the requirements of the company.
What should you recommend?
Correct Answer: A
Omnichannel for Customer Service is the best option to fulfill the company's requirements for implementing Dynamics 365 Customer Service. This solution allows handling multiple customer interactions at once across various channels such as chat, phone calls, emails, and online reviews, within a single interface. It also integrates with other business applications, providing a high-productivity environment for call center employees.
Question 8 of 56
HOTSPOT -
You are reviewing business requirements documentation submitted by a company. The company provides audiovisual equipment for events in several different geographic regions. The company also provides technicians and engineers to support the equipment in some region.
The company plans to implement Dynamics 365 to meet the following business requirements:
✑ A monthly newsletter must be sent directly from the system.
✑ Cases and opportunities must be automatically scheduled to the most available and best qualified resources.
✑ Resource requirements must be automatically forecasted for service requests in the pipeline.
You need to recommend an out-of-the-box solution for each business requirement.
Which out-of-the-box solution should you recommend? To answer select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
You are reviewing business requirements documentation submitted by a company. The company provides audiovisual equipment for events in several different geographic regions. The company also provides technicians and engineers to support the equipment in some region.
The company plans to implement Dynamics 365 to meet the following business requirements:
✑ A monthly newsletter must be sent directly from the system.
✑ Cases and opportunities must be automatically scheduled to the most available and best qualified resources.
✑ Resource requirements must be automatically forecasted for service requests in the pipeline.
You need to recommend an out-of-the-box solution for each business requirement.
Which out-of-the-box solution should you recommend? To answer select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer: 
Question 9 of 56
HOTSPOT -
An organization is implementing Dynamics 365 Sales.
A small subset of users has a different workflow and limited scope compared to the rest of the organization.
GroupA users must be able to gather contact details at trade shows in a branded manner without having to navigate multiple screens.
GroupB users must be able to take pictures of store shelves for competitive analysis.
You need to recommend a solution that meets the requirements.
What should you recommend? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
An organization is implementing Dynamics 365 Sales.
A small subset of users has a different workflow and limited scope compared to the rest of the organization.
GroupA users must be able to gather contact details at trade shows in a branded manner without having to navigate multiple screens.
GroupB users must be able to take pictures of store shelves for competitive analysis.
You need to recommend a solution that meets the requirements.
What should you recommend? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer: 
Question 10 of 56
HOTSPOT -
A company uses Dynamics 365 Sales and Power BI.
Sales managers must be able to keep track of changes to their pipeline in the following ways:
✑ Notify the sales managers when an Opportunity changes sales stage.
✑ Notify the sales managers when the pipeline drops below 2.5M USD.
✑ When reviewing the pipeline in Power BI, a sales executive must be able to add a Playbook to an Opportunity.
You need to recommend a solution that meets the company requirements.
Which solution combination should you recommend? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
A company uses Dynamics 365 Sales and Power BI.
Sales managers must be able to keep track of changes to their pipeline in the following ways:
✑ Notify the sales managers when an Opportunity changes sales stage.
✑ Notify the sales managers when the pipeline drops below 2.5M USD.
✑ When reviewing the pipeline in Power BI, a sales executive must be able to add a Playbook to an Opportunity.
You need to recommend a solution that meets the company requirements.
Which solution combination should you recommend? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
Correct Answer: 