Microsoft PL-600 Practice Test - Questions Answers, Page 7
List of questions
Question 61
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You need to recommend an authentication solution for the planned implementation of Dynamics 365.
What should you include in the recommendation?
Use synchronized identities.
Use the Office 365 tenant for Dynamics 365 Customer Service.
Create a new tenant for Dynamics 365 Customer Service.
Use federated identities
Explanation:
Scenario: Ensure that employees can sign in to all Microsoft apps by using one set of credentials per employee. Synchronized identity. Synchronize on-premises directory objects with Microsoft 365 and manage your users on-premises. You can also synchronize passwords so that the users have the same password on-premises and in the cloud, but they will have to sign in again to use Microsoft 365.
Incorrect Answers:
D: The benefit of federation is a single sign-on experience across Dynamics 365 Customer Engagement (on-premises) and Dynamics 365 Customer Engagement (on-premises) systems. This type of identity management is useful for large corporations that have hundreds or thousands of established users.
Reference: https://docs.microsoft.com/en-us/power-platform/admin/manage-user-account-synchronization
Question 62
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You need to create an Agent security role.
Which three actions should you recommend? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
Add security to the seat entity and assign users to the Agents role.
Add security to the Core Records and assign users to the Customer Service Representative role.
Copy the Microsoft Dataverse Basic User role.
Rename the Customer Service Representative role to Agents.
Copy the Customer Service Representative role.
Name the new role Agents.
Explanation:
Scenario: The security rule for agents must contain the privileges in the default Customer Service Representative security role. Create a security role by Copy Role:
Step 1 (E): Copy the Customer Service Representative role.
Step 2 (F): Select the New Role Name.
Step 3: (B): When Copying Role is complete, navigate to each tab, ie Core Records, Business Management, Customization, etc. Set the privileges on each tab.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/create-edit-security-role
Question 63
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DRAG DROP
You need to recommend a solution for integrating luggage information.
What should you recommend? To answer, drag the appropriate types to the correct tables. Each type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Explanation:
Luggage: Custom activity table
An activity can be thought of as any action for which an entry can be made on a calendar. An activity has time dimensions (start time, stop time, due date, and duration) that help determine when the action occurred or will occur. Activities also contain data that helps determine what action the activity represents, for example, subject and description.
Passenger: Customer table
The account and contact tables in Microsoft Dataverse are essential for identifying and managing customers, selling products and services, and providing superior service to the customers. A customer address table is used to store address and shipping information for a customer.
Scenario: The company has a custom app for managing and tracking passenger luggage. The app uses Microsoft Dataverse. Agents need to view which pieces of luggage match to each passenger, and then need to add the total on the passenger record.
Incorrect Answers:
A virtual table is a custom table in Dataverse that has columns containing data from an external data source. Virtual tables appear in your app to users as regular table rows, but contain data that is sourced from an external database dynamically at runtime, such as an Azure SQL Database.
Question 64
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A company provides professional development certifications to technologies 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?
Omnichannel for Customer Service
Live Assist for Microsoft Dynamics 365 Powered by CafeX
LinkedIn connector
Unified Service Desk
Explanation:
Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS. Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel
Question 65
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An organization plans to implement a solution to deliver the complete sales process for its sales teams. The organization does NOT have any physical barcode scanners. To meet the organization business requirements, the proposed solution must include the following capabilities:
Create and qualify leads to contacts
Generate quotes and convert quotes to orders
Scan product barcodes as part of the order generation process
You need to recommend a solution to help the organization achieve its business requirements.
What should you recommend?
Dynamics 365 mobile app and a Power Apps canvas app
Dynamics 365 for Phones only
Dynamics 365 Customer Service and Dynamics 365 Sales
Unified Service Desk
Explanation:
There is barcode scanner control in Power Apps. The control opens a native scanner on an Android or iOS device. The scanner automatically detects a barcode, a QR code, or a data-matrix code when in view.
Use the Dynamics 365 for phones or Dynamics 365 for tablets app to run customer engagement apps (such as Dynamics 365 Sales, Dynamics 365 Customer Service, and Dynamics 365 Marketing), built on Microsoft Dataverse on your mobile device.
Incorrect Answers:
D: Unified Service Desk for Microsoft Dynamics 365 provides a configuration-based framework for quickly building agent applications for call centers.
Reference: https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-system-barcode-scanning https://docs.microsoft.com/en-us/dynamics365/mobile-app/overview
Question 66
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You need to recommend a solution for agents when working with customers to make reservations.
What should you recommend?
task flows
Business Process Flows
workflows
Power Automate
Explanation:
Business process flows provide a guide for people to get work done. They provide a streamlined user experience that leads people through the processes their organization has defined for interactions that need to be advanced to a conclusion of some kind.
Use business process flows to define a set of steps for people to follow to take them to a desired outcome.
With business processes flows available as an entity, you can now use advanced finds, views, charts, and dashboards sourced from business process flow data for a given entity, such as a lead or opportunity.
Scenario:
Agents need a solution to replace paper reservation checklists.
Agents need dashboards to show a current count of all reservations on the entity.
Agents need a way to track reservation issues.
Agents need a visual indicator in the interface to determine the reservation step to provide a seamless customer experience.
Question 67
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You need to select an appropriate app for Relecloud.
Which app should you recommend?
Dynamics 365 Field Service
Dynamics 365 Sales
Dynamics 365 Project Operations
Dynamics 365 Customer Service
Explanation:
Microsoft Dynamics 365 Customer Service is a module for customer service automation that streamlines case and knowledge management, enables personalized customer service with a 360-degree customer view, and provides visibility into customer service department performance with dashboards and reports.
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/overview
Question 68
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You need to provide the IT specialists with design diagrams.
What should you provide?
Business process modeler (BPM)
AI Builder
Entity relationship diagram (ERD)
Dynamics 365 Product Visualize
Explanation:
Scenario: IT specialists want to design Power BI reports. They need to understand the underlying table relationships of the system. Business process modeler (BPM) in Microsoft Dynamics Lifecycle Services (LCS) is a tool that you can use to create, view, and modify repeatable implementations that are based on business process libraries. BPM helps you align your business processes with industry-standard processes that are described by the American Productivity & Quality Center (APQC) Incorrect Answers:
D: Product Visualize is a powerful tool of Dynamics 365 that uses augmented reality to aid the sales process where sellers are able to show customers a product right from their sales workflow on a mobile device.
Reference: https://docs.microsoft.com/en-us/dynamics365/fin-ops-core/dev-itpro/lifecycle-services/bpm-overview
Question 69
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You need to recommend a feature that erases agent workloads and resolves reported issues.
What should you recommend?
Dynamics 365 Customer Service default functionality
Microsoft AppSource
Microsoft Store
Explanation:
Scenario: Agents need a way to track reservation issues.
Use Dynamics 365 Customer Service to:
Track customer issues through cases
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/overview
Question 70
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You need to recommend a method for transferring machine information to Dynamics 365 Field Service.
What should you recommend?
Microsoft Dataverse connector
Dual-write
Lifecycle Services
Explanation:
Scenario: Information about each machine produced must be transferred to Dynamics 365 Field Service. Use the Microsoft Dataverse connector when connecting to the Microsoft Dataverse used for Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 Marketing, and Microsoft Dynamics 365 Project Service Automation.
Reference: https://docs.microsoft.com/en-us/powerapps/maker/canvas-apps/connections/connection-dynamics-crmonline
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