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NEW QUESTION 15
You are creating a new business process flow to qualify leads.
You create an action. The action is not available inside the Action Step.
You need to make the action available to the Action Step.
Which two steps must you perform? Each correct answer presents part of the solution.
NOTE Each correct selection is worth one point.
- A. Add at least one step to the action.
- B. Select Run as an on-demand process
- C. Ensure that the entity for the action matches the corresponding entity for the business process flow stage.
- D. Activate the action.
Answer: A,C
Explanation:
Reference:
https://docs.microsoft.com/en-us/business-applications-release-notes/april18/microsoft-flow/add-action-business
NEW QUESTION 16
You are a Dynamics 365 Customer Service system administrator. You create an app for the sales team.
Members of the sales team cannot access the app.
You need to ensure that sales team members can access the app.
Where should you configure app permissions?
- A. Dynamics 365 home
- B. Manage Roles
- C. Security Roles
- D. Dynamics administration center
Answer: B
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/manage-access-apps-security-roles
NEW QUESTION 17
You are a Dynamics Sales administrator for a car dealership. The dealership uses only out-of-the-box functionality. When a new car is sold, the salesperson uses a Word template to generate a letter from the quote to thank the customer.
You need to determine if you can revise the template.
Which Word template change can you make?
- A. Add the Discount field conditionally.
- B. Format the table to have alternating color rows.
- C. Add the address of the customer.
- D. Format the Created On field to a long date format.
Answer: C
NEW QUESTION 18
You are a Dynamics 365 Customer Service system administrator.
Your organization does not permit the use of custom code for solutions.
You need to create a view that can be viewed by all users in an organization.
Where should you create the view?
- A. Templates area
- B. Microsoft Excel template
- C. Microsoft Virtual Studio
- D. Entities component of a solution
Answer: D
Explanation:
Explanation/Reference:
Create apps by using Power Apps
Testlet 2
Case Study
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Current environment. General
Bookings at the resort have decreased. The company has decided to focus on creating a tailored, first- class experience for guests. The company also plans to target corporate meetings and events.
The company recently purchased a chatbot named FAQbot from AppSource. The chatbot uses the resort's existing FAQs.
Current environment. Communication
* Communication between staff members is primarily conducted through email and SMS text messages.
* Conversations between staff members and guests are often lost.
* Conference calls are used for all group meetings.
Current environment. Event registration
* Corporate customers can reserve a meeting room at the resort to host meetings. The meetings will include lunch and choice of either an inside-spa experience or a seasonally appropriate outdoor activity.
* Event registration is conducted three weeks prior to start of the event. It is assumed that all event attendees will attend the meeting.
Current environment. Check-in progress
* Guests wait in lines to check in and obtain name badges. At this time, guests can specify any dietary restrictions and select their activity preference. This can result in long wait times and crowding at the front desk.
* For health and compliance reasons, guests must answer a series of questions with a yes or no answer during check-in. The front desk will ask and record these answers for the resort's records.
Current environment. Marketing
At the check-in counter, the guests can drop their business cards into a bowl for a chance to win an all- inclusive weekend stay at the resort. The resort uses the business card information to send announcements about promotions and upcoming events.
Current environment. Resort policies and event inquiries
* A guest can call or send an email to the event coordinator at the resort to get information about hotel policies, snow conditions, or to pre-select their after-meeting event.
* Guests can also go to the website to view the extensive list of frequently asked questions (FAQ) compiled over the years. Many of the answers to the FAQ's are out of date.
Requirements. General
Alpine Ski House does not employ technical staff and does not have the budget to hire an external firm to develop solutions. There are two team members who are proficient at Microsoft Excel formulas. Any solution created must use the capabilities of current team members.
All solutions must be simple to use, easy to maintain, and represent the brand of the resort.
You must implement the following solutions:
* a centrally managed communication solution
* a customer service solution
* a resort portal
* a chat solution
* a check-in solution
Requirements. Communication
* Communication between team members must be centrally managed and unified in Microsoft Teams.
* When the company confirms an event, they must provide a list of guest's names and email addresses.
* You must send guests a welcome email that includes a unique registration number for authentication with the resort's portal.
* Guests must receive a separate email to verify proof of ownership for their registration.
Requirements. Event attendance
* Guests must create an account and sign into a resort portal to confirm their attendance to an event and pre-select an after-meeting event.
* Prior to the event, guests must be able to identify any personal dietary restrictions.
Requirements. Check-in processes
* Check-in processes must be self-service. Each screen must ask for specific data from the guest. The check-in solution will use some data that is stored in Microsoft Excel.
* The check-in solution must continue to function if there are internet issues. If the self-service kiosks are not available, staff must be able to use the check-in solution from within their communication solution.
* The check-in solution must have a screen where the guest will select either yes or no to health and wellness questions. Guests must physically interact with each answer before proceeding to the next screen.
* Guests must be able to confirm any dietary restrictions they may have entered from the portal or add new ones at this time.
* Data must be entered in each screen before users move on to the next screen.
Requirements. Marketing
* To eliminate the handling of business cards, the check-in solution must be able to translate the contents of the business cards into Alpine Ski House's marketing system.
* The solution must not require any effort or manual entry from the guest to prevent any mistyped information and to make it more appealing to the guest to participate.
Requirements. Hotel policies and event inquiries
The portal must allow the guests to ask questions about hotel policies, event information, weather reports, and current weather conditions at the resort.
Requirements. Chat solution
The chat solution must specifically address the following key words. No additional key words will be added until a later implementation phase:
* Snow reports
* Weather conditions
* Start time
* End time
* Event date
* Outdoor activities
* Indoor activities
* Most popular
The chat solution must be available always and not require staff to answer all of the questions. If a question does require a staff member's attention, the solution must determine which staff member is best to assist the customer with the question.
The information in the FAQ on the legacy website must be used in the chat solution but retyping all the data from the website should not be required. If guests ask about topics that are not listed in the FAQ the chat solution must identify the issue and escalate to a staff member.
Team members must be able to ask their own questions through a centrally managed communication solution instead of using the guest portal. Team members must be able to access the same FAQ across multiple solutions.
Issue
Guest1 inquires about snow conditions several times during each day of their stay.
NEW QUESTION 19
On a Contact record, a user creates a Note record that contains the word running.
One week later, the user reports that they cannot find the Contact record associated with the Note record.
You need to find the Note record.
Solution: Use Categorized Search to search for the word run.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
NEW QUESTION 20
You create a parent entity and a child entity. The parent entity has a 1:N relationship with the child entity.
You need to ensure that when the owner changes on the parent record that all child records are assigned to the new owner.
You need to configure the relationship behavior type.
What should you use?
- A. Parental
- B. Restrict
- C. Referential, Restrict Delete
- D. Referential
Answer: A
Explanation:
Explanation
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-and-edit-1n-relationships
NEW QUESTION 21
You configure and test a user interface (UI) flow. You plan to run the flow as a scheduled flow.
The UI flow must run on a Windows 10 device. As part of process automation, the UI flow must sign into the Windows 10 device with the credentials for a user account named User1.
You need to ensure that the flow runs during non-peak hours and requires no physical user intervention.
What should you do?
- A. Ensure that all user sessions are signed out except for locked user sessions.
- B. Ensure that the User1 account has an active user session on the device.
- C. Ensure that there are no active user sessions on the device.
- D. Ensure that all user sessions are signed out.
Answer: C
Explanation:
Answer B is incorrect because it will work if you have disconnected sessions. The sessions do not need to be signed out; they just cannot be active.
Reference:
https://docs.microsoft.com/en-us/power-automate/ui-flows/run-ui-flow
NEW QUESTION 22
You are a Dynamics 365 for Customer Service developer.
You must trigger a mobile notification whenever a specific hashtag is posted from Twitter. The notification will send email to the company's social media teams distribution list.
You need to create a connection to the Twitter service and build a solution.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION 23
You have a business process flow.
You need to update the business process flow while minimizing administrative and maintenance efforts.
What should you implement? To answer, drag the appropriate features to the correct requirements. Each feature 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.
Answer:
Explanation:
Explanation
NEW QUESTION 24
You are creating a new business process flow to qualify leads.
You create an action. The action is not available inside the Action Step.
You need to make the action available to the Action Step.
Which two steps must you perform? Each correct answer presents part of the solution.
NOTE Each correct selection is worth one point.
- A. Add at least one step to the action.
- B. Select Run as an on-demand process
- C. Ensure that the entity for the action matches the corresponding entity for the business process flow stage.
- D. Activate the action.
Answer: C,D
NEW QUESTION 25
The business team provides the following list of features that they would like you to implement:
* Group by or sort columns in the current view.
* Configure a business rule to show an error message.
* Edit values in calculated fields.
* Edit the Address composite field.
* Use the editable grid on mobile phones.
Which actions can you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 26
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 Sales administrator for a software company. The sales team wants to attach a large number of supporting documents to customer records, but management does not want to incur the cost of additional storage.
The company does not have any Office 365 application integrations enabled.
You need to recommend a storage solution that keeps storage costs low.
Solution: Enable OneNote integration.
Does this meet the goal?
- A. No
- B. Yes
Answer: A
NEW QUESTION 27
A company has a canvas app that includes the following screens: Screen1 and Screen2.
The OnVisible property for Screen1 contains the following expression.
Set(AgeGroups, ["1-25", "26-54", "55+"])
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 28
You are a Dynamics 365 Customer Service administrator.
Users report that the main form does not display data from other entities or allow them to edit data from other entities.
You need to embed information from other entities in the form and allow users to edit the data.
Which actions should you perform? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/powerapps/maker/model-driven-apps/create-edit-quick-create-forms
https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/customize/create-edit-quick-view-forms
NEW QUESTION 29
You set up a new instance of Dynamics 365 for Customer Service.
Users report a variety of issues working with cases on mobile devices.
You need to configure the mobile app to be able to view cases.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
1. User is able to login but can't see Case Records --> "Configure Mobile Settings on Case Entity Level"
2. Users can open cases but cannot see the subject of the case - "configure mobile settings at the field level within the case form
3. User reports that they cannot access the system from Dynamics 365 mobile app --> Configure a security role in the mobile permission set of the appropriate user
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/mobile-app/set-up-dynamics-365-for-phon
NEW QUESTION 30
You set up a new instance of Dynamics 365 for Customer Service.
Users report a variety of issues working with cases on mobile devices.
You need to configure the mobile app to be able to view cases.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/mobile-app/set-up-dynamics-365-for-phones-and-dynamics-365-for-tablets
NEW QUESTION 31
You need to embedded the check-in solution into the communication solution. To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 32
You plan to create user interface (Ul) flows to automate several web-based business processes that you currently perform manually. You need to ensure that users can create and run web Ul flows.
Which three components must you install and configure on user's devices? Each correct answer presents part of the solution. NOTE Each correct selection is worth one point.
- A. Latest version of Mozilla Firefox
- B. Latest version of Microsoft Edge
- C. On-premises data gateway
- D. Selenium IDE
- E. Ul Flows application
Answer: A,C,E
NEW QUESTION 33
You are designing a chatbot for a sports outlet.
You need to complete the chatbot.
Which features should you use? To answer, drag the appropriate features to the correct requirements. Each feature 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.
Answer:
Explanation:
NEW QUESTION 34
You are a Dynamics 365 Customer Service administrator.
A user must be able to view system posts and activities in a dashboard.
You need to create the dashboard for the user.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
Box 1: Timeline
The timeline helps agents see all customer interaction history across channels, personnel, and the support lifecycle. The timeline is used across Dynamics 365 applications to capture activities like notes, appointments, emails, tasks, and more, to ensure that all interactions with the customer are tracked and visible over time.
Agents use the timeline to quickly catch up on all of the latest activity details with the customer to provide the most personalized support experience.
Box 2: Lists
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-timeline-admi
NEW QUESTION 35
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