HOTSPOT
A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.

Solution:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

A company uses Dynamics 365 Customer Service.
The company plans to use support queues to organize and monitor the progress of cases. Customer support agents will select cases from queues in which they are members. Agents release case items if they are not able to continue working on a case.
Which statement describes what happens when a case item is released from the queue?

1. A. The case continues to remain in the agent’s personal queue until someone else selects the item from the queue.
2. B. The case is removed from all queues.
3. C. The case is removed from the agent’s personal queue and returned to the original support queue.

Correct Answer: C
Reference:
https://docs.microsoft.com/en-us/learn/modules/using-dynamics-365-queues-to-manage-case-workloads/4-working-with-queues

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.

Solution:
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

Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A

A company is considering implementing products and the product catalog in Dynamics 365 Sales.
Sales transactions can occur in multiple currencies. The company wants to manage exchange rates. You need to explain to the company how Dynamics 365 Sales handles currency.
Which two statements describe how Dynamics 365 Sales handles currency? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

1. A. By default, all available currencies can be used.
2. B. By default, a base currency is available and other currencies can be added as needed.
3. C. Exchange rates are automatically updated.
4. D. Exchange rates need to be updated manually.

Correct Answer: BD
Reference:
https://themscrmexpert.wordpress.com/2016/12/29/understanding-organizations-base-currency-in-dynamics-365-crm/

HOTSPOT
You work for a home decorating company.
You need to ensure that qualifying leads can become project-based opportunities. What should you do? To answer, select the appropriate option in the answer area. Hot Area:

Solution:
Reference: https://docs.microsoft.com/en-us/dynamics365/project- operations/sales/manage-leads

Does this meet the goal?

1. A. Yes
2. B. No

Correct Answer: A