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MB-910 – Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) (beta)

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Showing 7–9 of 10 questions

Question 7 (Describe Dynamics 365 Sales)

Which two Dynamics 365 Sales out-of-the-box features can you use to capture leads? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Select all that apply, then click Submit answer.

  • ○

    emails
  • ○

    CSV files
  • ○

    Dynamics 365 Commerce
  • ○

    Dynamics 365 Customer Insights
Question 8 (Describe Dynamics 365 Customer Service)

A company implements Dynamics 365 Customer Service for their support desk.

Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.

You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.

What should you implement?

Select an option, then click Submit answer.

  • ○

    Power Automate to transfer cases
  • ○

    Service level agreements
  • ○

    Knowledge base management
  • ○

    Customer Service Insights

Question 9 (Describe Dynamics 365 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?

Select an option, then click Submit answer.

  • ○

    opportunity
  • ○

    contact
  • ○

    case
  • ○

    quote