Sample Questions and Answers
What does the Field Mapping feature help with?
A) Importing workflows
B) Automatically copying data from one entity to another during record creation
C) Logging audit data
D) Scheduling dashboards
Answer: B
Explanation: Field Mapping allows data to be transferred automatically between related records when converting or creating new entities.
What is the main benefit of using Model-Driven Apps in Dynamics 365?
A) Fast deployment for mobile users
B) Automation of payroll
C) Apps built based on data and relationships rather than layout
D) Only supports Excel integration
Answer: C
Explanation: Model-driven apps focus on the underlying data structure and business processes, making them ideal for complex scenarios.
What is the purpose of Product Families in Sales?
A) Track user preferences
B) Organize and group related products into a hierarchy
C) Trigger campaign responses
D) Monitor chat sessions
Answer: B
Explanation: Product Families help categorize and structure related products for better catalog organization and pricing strategies.
What does a Case Resolution record capture?
A) Technician feedback
B) Reason a case was closed and resolution details
C) Campaign engagement
D) SLA violation notice
Answer: B
Explanation: When closing a case, users must complete a Case Resolution form to document the outcome and resolution.
In Customer Service, what is the Knowledge Search Control?
A) A reporting tool
B) An entity import wizard
C) A control that allows agents to search the knowledge base from within a case
D) A way to change dashboard views
Answer: C
Explanation: The Knowledge Search Control enables agents to quickly access relevant knowledge articles while working on a case.
What is the primary purpose of Entitlements in Dynamics 365 Customer Service?
A) To track service hours available to customers
B) To manage product inventory
C) To define sales territories
D) To automate email marketing campaigns
Answer: A
Explanation: Entitlements represent the level of support or service a customer is entitled to, such as a number of service hours or cases.
What is the function of Business Rules in Dynamics 365?
A) Automate business processes across multiple systems
B) Provide a way to apply logic and validations on forms without code
C) Manage user permissions
D) Schedule automated reports
Answer: B
Explanation: Business Rules allow users to apply conditions, show/hide fields, or set values dynamically on forms without writing code.
Which entity type is typically used to represent a potential customer before they become an account or contact?
A) Lead
B) Opportunity
C) Case
D) Quote
Answer: A
Explanation: Leads represent potential customers or prospects who have not yet been qualified.
What does the Opportunity Close process do?
A) Creates a new case
B) Converts a lead into a contact
C) Records the result of a sales opportunity as won or lost
D) Archives old records
Answer: C
Explanation: Closing an opportunity records whether the sales effort was successful or unsuccessful.
What is the main advantage of using Power Virtual Agents with Dynamics 365?
A) Automate social media posts
B) Build chatbots that can interact with customers without coding
C) Manage sales quotas
D) Monitor network traffic
Answer: B
Explanation: Power Virtual Agents allows building chatbots with a graphical interface, integrating them with Dynamics 365 to automate customer interactions.
What is a Quick Campaign used for in Dynamics 365 Marketing?
A) To launch a fast email or activity campaign targeting a segment of contacts
B) To track sales performance
C) To create marketing forms
D) To assign security roles
Answer: A
Explanation: Quick Campaigns are used for simple, quick outreach without building a complex marketing campaign.
In Dynamics 365, which tool is used to import data from external sources?
A) Data Export Service
B) Data Import Wizard
C) Power Automate
D) SLA Setup
Answer: B
Explanation: The Data Import Wizard helps users upload data from files such as CSV or Excel into Dynamics 365 entities.
What does the Relationship Assistant feature provide?
A) Automated lead assignment
B) AI-driven actionable insights and reminders for sales reps
C) Customer segmentation
D) Order processing
Answer: B
Explanation: Relationship Assistant provides intelligent prompts, reminders, and insights to help users stay on top of relationships.
What kind of data does Dataverse primarily store?
A) Financial transactions only
B) Structured business data from Dynamics 365 and Power Platform apps
C) Unstructured social media posts
D) Email marketing lists only
Answer: B
Explanation: Dataverse stores structured business data used by Dynamics 365 applications and Power Platform.
What is the purpose of Entitlement Channels?
A) To define communication channels for customer support entitlements (e.g., phone, email)
B) To track sales leads by source
C) To manage product inventory
D) To route service cases by priority
Answer: A
Explanation: Entitlement Channels specify the supported channels through which customers can receive service under an entitlement.
Which entity would you use to track a potential sale with a specific product and estimated revenue?
A) Lead
B) Opportunity
C) Account
D) Quote
Answer: B
Explanation: Opportunities track potential sales including products, estimated values, and stages in the sales cycle.
What does the Customer Service Hub provide?
A) A unified interface for case management and customer service activities
B) A product catalog
C) Email marketing features
D) Sales forecasting tools
Answer: A
Explanation: The Customer Service Hub is a focused app for customer service agents to manage cases, entitlements, and SLAs efficiently.
How does Customer Insights complement Dynamics 365?
A) It manages product pricing
B) It provides customer data platform capabilities to unify and analyze customer data from multiple sources
C) It automates case routing
D) It creates sales quotes
Answer: B
Explanation: Customer Insights aggregates and analyzes customer data for a 360-degree view to improve engagement strategies.
What is the purpose of a Marketing List?
A) Define groups of contacts or leads for targeted marketing activities
B) Assign security roles
C) Schedule meetings
D) Record case resolutions
Answer: A
Explanation: Marketing Lists are groups of contacts or leads used to send targeted campaigns.
What does the Customer Service Schedule Board help with?
A) Managing marketing campaigns
B) Scheduling technicians and resources for service appointments
C) Importing contacts
D) Tracking invoices
Answer: B
Explanation: It helps dispatchers manage field service appointments and resource availability.
What is the difference between a Contact and an Account?
A) Contact is an individual person; Account is a company or organization
B) Contact is a sales lead; Account is a closed deal
C) Contact is a case; Account is a product
D) Contact is a security role; Account is a queue
Answer: A
Explanation: Contacts represent people, while Accounts represent companies or organizations.
What is the function of Segmentation in Dynamics 365 Marketing?
A) To analyze financial data
B) To divide contacts into meaningful groups based on criteria for targeted campaigns
C) To assign cases
D) To build dashboards
Answer: B
Explanation: Segmentation enables marketers to create targeted lists based on demographics, behaviors, or interactions.
What is the Purpose of SLAs (Service Level Agreements)?
A) Define expected response and resolution times for customer service cases
B) Manage user access
C) Track sales quotas
D) Create product bundles
Answer: A
Explanation: SLAs ensure service cases are handled within agreed-upon timeframes.
What feature in Dynamics 365 allows tracking email interactions with customers?
A) Email Engagement
B) Power Automate
C) SLA Timers
D) Knowledge Base
Answer: A
Explanation: Email Engagement tracks email opens, clicks, replies, and provides insights into customer interaction.
What does the Customer Service Insights app provide?
A) A knowledge base editor
B) Advanced analytics and AI-driven insights into service operations and case data
C) Lead management
D) Product catalog management
Answer: B
Explanation: It offers dashboards and analytics for case trends, agent performance, and customer satisfaction.
How does Omnichannel for Customer Service improve customer experiences?
A) By allowing support across multiple communication channels in one unified interface
B) By automating payroll
C) By managing supplier relationships
D) By creating email campaigns
Answer: A
Explanation: Omnichannel enables customers to contact support via chat, SMS, social media, and more, all managed centrally.
What is the purpose of the Email Router in Dynamics 365?
A) To automate case creation from emails
B) To synchronize calendars
C) To send marketing emails
D) To track invoices
Answer: A
Explanation: The Email Router monitors email inboxes and routes emails to Dynamics 365, creating or updating records as configured.
What is a Goal Metric used for?
A) Setting targets to measure sales or service team performance
B) Tracking customer complaints
C) Defining security roles
D) Managing product pricing
Answer: A
Explanation: Goal Metrics define measurable objectives such as revenue targets or case resolution counts.
What role does the Power Platform Admin Center serve?
A) Configure user roles and permissions across Power Platform and Dynamics 365
B) Build marketing forms
C) Manage product inventory
D) Create case routing rules
Answer: A
Explanation: The Admin Center is used to manage environments, users, licenses, and data policies.
Which feature in Dynamics 365 allows personalized marketing content based on customer behavior?
A) Marketing Lists
B) Dynamic Content Blocks in Email Marketing
C) SLA Timers
D) Case Escalations
Answer: B
Explanation: Dynamic Content Blocks automatically adjust email content based on customer data or interactions.
How are Workflows different from Power Automate flows?
A) Workflows only work offline
B) Workflows are legacy process automation within Dynamics 365; Power Automate provides cloud-based automation across multiple services
C) Power Automate only automates emails
D) Workflows are for mobile devices only
Answer: B
Explanation: Workflows run inside Dynamics 365 and have limitations; Power Automate is more versatile, integrating many cloud services.
What is the purpose of a Competitor record in Dynamics 365 Sales?
A) To track rival companies and competitive information
B) To manage internal users
C) To create marketing segments
D) To assign cases
Answer: A
Explanation: Competitor records help sales teams track competitors and tailor strategies accordingly.
How does Relationship Analytics help sales teams?
A) It tracks inventory levels
B) Provides insights on customer engagement, communication patterns, and sentiment to improve relationships
C) Automates marketing emails
D) Manages case escalations
Answer: B
Explanation: It analyzes emails, meetings, and calls to give actionable insights into customer relationships.
What is the significance of Customer Journeys in Dynamics 365 Marketing?
A) They map out the stages of case resolution
B) They define automated, multi-step marketing campaigns personalized for segments
C) They assign security roles
D) They track product shipments
Answer: B
Explanation: Customer Journeys are workflows for automated marketing, nurturing leads through emails and events.
What does Field Level Security allow administrators to do?
A) Customize forms
B) Restrict access to specific fields on entities based on user roles
C) Track marketing ROI
D) Automate case creation
Answer: B
Explanation: Field Level Security restricts visibility and editing rights for sensitive data fields to certain users.
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