Answer:

A C

Answer:

B
Topic 2, Case Study 2
Case study
Background
Relecloud provides regional air service in North America. The company uses a variety of systems, apps, and services to
manage the business. You are hired to design a new solution to manage passenger information, reservations, and
maintenance.
Current environment
The company uses Microsoft Office 365.

The company has a custom app for managing and tracking passenger luggage. The app uses Common Data Service

For flights longer than four hours, passengers receive a meal. Customers can select a meal when they make a reservation

and can save the meal choices as a customer preference.
standard and vegetarian. Meal types can be temporarily unavailable. The airline is

considering offering other meal types, such as gluten-free and low-sodium options.
The company uses paper-based reservation checklists to help ensure that all the steps for a reservation are complete.

Requirements
Environment
Ensure that employees can sign in to all Microsoft apps by using one set of credentials per employee Minimize the use


of third-party products and custom development.
Reduce customer support call volumes by having the system automatically resolve common issues.

The security role for agents must contain the privileges in the default Customer Service Representative security role.

Log issues as cases. The case from must show variable sections based on the case type.

Include a custom entity named Seats and grant agents access to the entity. Application user layout should be role


specific.
Agents
You must standardize the format used by agents to enter customer phone numbers.

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.
Agents need different versions of cancellation policies to send customers. One version must be controllable within the

system.
Agents need to view which pieces of luggage match to each passenger, and then need to add the total on the passenger

record.
IT
IT staff needs a mobile solution to see IT cases at the top of the menu since this is their primary focus.

IT staff needs a system that is easy to navigate to active cases.

IT specialists want to design Power BI reports. They need to understand the underlying table relationships of the system.

IT specialists need a solution that is visual rather than text-based so they can quickly complete their tasks.

Management
Management requires paginated reports for stakeholders.

Management wants to provide frequent flyers with better service when the flyers call.

Managers need to see all customer dashboards at the top of their menu on their mobile device.

Maintenance
Maintenance supervisors must not have access to Dynamics 365 Customer Service. The supervisors must be able to

communicate with the contracts team about contracts.
All vendors must have only view and upload privileges to their invoices and receipts.

Contracts with maintenance companies must be stored in Dynamics 365 Customer Service.

Answer:

A

Explanation:
0CB84EF020870C137158A568970423A4

Answer:

D
Topic 3, Case Study 3
Case study
Background
Bellows College is a prison program that offers classes to help rehabilitate inmates. The classes teach post-secondary skills
to provide more job opportunities for when inmates leave prison. The college stores most information on spreadsheets and in
email.
The college wants to implement Dynamics 365 Customer Service so that all locations can look up current data on one
unified system.

misdemeanor major federal




in charge of the whole college



Each inmate level has two wardens and one chief. Twenty-five guards report to each warden.
Current environment
Employees use a proprietary database to look up inmate information to enter in Microsoft Excel spreadsheets.

Spreadsheets are also used for registration, tracking and for listing the available classes.
Microsoft Office 365 was implemented last year for email.
Inmates
Misdemeanor and federal inmates can attend any classes available.

Major inmates can attend only online classes.

Inmates must open a ticket with the college to register for a class.

Inmates have homework assignments that they load to a Microsoft SharePoint All inmates have an email address on


Office 365 in the same tenant.
Requirements General
All inmate information needs to be brought into the new system from the proprietary database and kept in sync.

All class lists must be brought into the new system with inmate assignments kept intact.

All special instructions are in separate files on an integrated SharePoint server attached to the class record.

Homework will be held in a Microsoft Azure Blob Storage.

Once an inmate is registered, an email needs to be sent to the inmate.

The system must have a live help function that uses chat (CafeX).

The chiefs want stakeholders to be able to see reports without needing to log in to Dynamics 365 Only the chiefs should


be able to see the charges against the inmates.
Inmates will not continue to upload homework to SharePoint, but the homework needs to be accessible within Dynamics

365. Inmates must see only the registration form when registering for a class.

Chiefs should see all registration forms.

All data older than five years has been maintained in a Microsoft SQL Server database. Every six months the college


receives a new guard list in a CSV file. Output
Wardens need to see statistics on one page on a daily basis.

A graph of how many inmates have taken classes in the last month, quarter, and year.

The ability to click on the graph and get details about each class.

A list of inmates who have not taken any classes in the last month.

A list of classes that have low registration for the last month and quarter.

Data visibility
Wardens should be able to see only the information their guards put into the system.

Chiefs should be able to see all data in the system.

Guards should be able to see only their own record.

Inmates should be able to see only their own classes and no one elses information.

Go-live plans
All previous data needs to be in the system before going live.

The college needs to ensure that going live is completed in the time allotted. Issues


Inmate names come in with last names in the first name column.

Registration numbers come incorrectly.

Inmates report seeing different registration forms.

Answer:

Explanation:
The system must have a live help function that uses chat (CafeX). (CafeX is available from AppSource)

Inmates will not continue to upload homework to SharePoint, but the homework needs to be accessible within Dynamics

365. (Dynamics supports SharePoint integration out of the box)
Once an inmate is registered, an email needs to be sent to the inmate. (configure a workflow to automatically send the

email)
Architect a solution

Answer:

Explanation:
The chiefs want stakeholders to be able to see reports without needing to log in to Dynamics 365 Only the chiefs should


be able to see the charges against the inmates.
Inmates will not continue to upload homework to SharePoint, but the homework needs to be accessible within Dynamics

365. Inmates must see only the registration form when registering for a class. Chiefs should see all registration forms.


Charges: Security roles
A security role defines how different users, such as salespeople, access different types of records. To control access to data,
you can modify existing security roles, create new security roles, or change which security roles are assigned to each user.
Each user can have multiple security roles.
Security role privileges are cumulative: having more than one security role gives a user every privilege available in every
role. Each security role consists of record-level privileges and task-based privileges.
Inmate's views: Field-level security
Field-level security is available for the default fields on most out-of-box entities, custom fields, and custom fields on custom
entities. Field-level security is managed by the security profiles. To implement field-level security, a system administrator
performs the following tasks.
Enable field security on one or more fields for a given entity.

Associate one more existing security profiles, or create one or more new security profiles to grant the appropriate access

to specific users or teams.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/security-roles-privileges https://docs.microsoft.com/en-us/power-
platform/admin/field-level-security

Answer:

Explanation:
Employees use a proprietary database to look up inmate information to enter in Microsoft Excel spreadsheets.
All inmate information needs to be brought into the new system from the proprietary database and kept in sync.

Once an inmate is registered, an email needs to be sent to the inmate.

The chiefs want stakeholders to be able to see reports without needing to log in to Dynamics 365

Topic 4, Case Study 4
Case study
Background
Relecloud provides regional air service in North America. The company uses a variety of systems, apps, and services to
manage the business. You are hired to design a new solution to manage passenger information, reservations, and
maintenance.
Current environment
The company uses Microsoft Office 365.

The company has a custom app for managing and tracking passenger luggage. The app uses Common Data Service

For flights longer than four hours, passengers receive a meal. Customers can select a meal when they make a reservation

and can save the meal choices as a customer preference.
The company offers two types of meals: standard and vegetarian. Meal types can be temporarily unavailable. The airline is

considering offering other meal types, such as gluten-free and low-sodium options.
The company uses paper-based reservation checklists to help ensure that all the steps for a reservation are complete.

Requirements
Environment
Ensure that employees can sign in to all Microsoft apps by using one set of credentials per employee Minimize the use


of third-party products and custom development.
Reduce customer support call volumes by having the system automatically resolve common issues.

The security role for agents must contain the privileges in the default Customer Service Representative security role.

Log issues as cases. The case from must show variable sections based on the case type.

Include a custom entity named Seats and grant agents access to the entity. Application user layout should be role


specific.
Agents
You must standardize the format used by agents to enter customer phone numbers.

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.
Agents need different versions of cancellation policies to send customers. One version must be controllable within the

system.
Agents need to view which pieces of luggage match to each passenger, and then need to add the total on the passenger

record.
IT
IT staff needs a mobile solution to see IT cases at the top of the menu since this is their primary focus.

IT staff needs a system that is easy to navigate to active cases.

IT specialists want to design Power BI reports. They need to understand the underlying table relationships of the system.

IT specialists need a solution that is visual rather than text-based so they can quickly complete their tasks.

Management
Management requires paginated reports for stakeholders.

Management wants to provide frequent flyers with better service when the flyers call.

Managers need to see all customer dashboards at the top of their menu on their mobile device.

Maintenance
Maintenance supervisors must not have access to Dynamics 365 Customer Service. The supervisors must be able to

communicate with the contracts team about contracts.
All vendors must have only view and upload privileges to their invoices and receipts.

Contracts with maintenance companies must be stored in Dynamics 365 Customer Service.

Answer:

A

Explanation:
Architect a solution

Answer:

Explanation:
Topic 5, Case Study 5
Case study
Background
Bellows College is a prison program that offers classes to help rehabilitate inmates. The classes teach post-secondary skills
to provide more job opportunities for when inmates leave prison. The college stores most information on spreadsheets and in
email.
The college wants to implement Dynamics 365 Customer Service so that all locations can look up current data on one
unified system.
Three levels of inmates attend the college:
misdemeanor major federal



Employees of Bellows College consist of the following:
wardens: supervisors of the guards guards: single contributors to the system chief: in charge of the whole college



Each inmate level has two wardens and one chief. Twenty-five guards report to each warden.
Current environment
Employees use a proprietary database to look up inmate information to enter in Microsoft Excel spreadsheets.

Spreadsheets are also used for registration, tracking and for listing the available classes.
Microsoft Office 365 was implemented last year for email.
Inmates
Misdemeanor and federal inmates can attend any classes available.

Major inmates can attend only online classes.

Inmates must open a ticket with the college to register for a class.

Inmates have homework assignments that they load to a Microsoft SharePoint All inmates have an email address on


Office 365 in the same tenant.
Requirements General
All inmate information needs to be brought into the new system from the proprietary database and kept in sync.

All class lists must be brought into the new system with inmate assignments kept intact.

All special instructions are in separate files on an integrated SharePoint server attached to the class record.

Homework will be held in a Microsoft Azure Blob Storage.

Once an inmate is registered, an email needs to be sent to the inmate.

The system must have a live help function that uses chat (CafeX).

The chiefs want stakeholders to be able to see reports without needing to log in to Dynamics 365 Only the chiefs should


be able to see the charges against the inmates.
Inmates will not continue to upload homework to SharePoint, but the homework needs to be accessible within Dynamics

365. Inmates must see only the registration form when registering for a class.

Chiefs should see all registration forms.

All data older than five years has been maintained in a Microsoft SQL Server database. Every six months the college


receives a new guard list in a CSV file. Output
Wardens need to see statistics on one page on a daily basis.

A graph of how many inmates have taken classes in the last month, quarter, and year.

The ability to click on the graph and get details about each class.

A list of inmates who have not taken any classes in the last month.

A list of classes that have low registration for the last month and quarter.

Data visibility
Wardens should be able to see only the information their guards put into the system.

Chiefs should be able to see all data in the system.

Guards should be able to see only their own record.

Inmates should be able to see only their own classes and no one elses information.

Go-live plans
All previous data needs to be in the system before going live.

The college needs to ensure that going live is completed in the time allotted. Issues

In the primary test for data integration, the following issues arise:
Inmate names come in with last names in the first name column.

Registration numbers come incorrectly.

Inmates report seeing different registration forms.

Answer:

B D E

Explanation:
Implement the solution

Answer:

D

Explanation:
Inmate names come in with last names in the first name column.

Registration numbers come incorrectly.

Inmates report seeing different registration forms.

Answer:

C

Answer:

A D

Answer:

D

Answer: