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Question 1:

HOTSPOT

You have a Microsoft Azure Active Directory (Azure AD) tenant named contoso.com that contains the users shown in the following table.

You create and enforce an Azure AD Identity Protection user risk policy that has the following settings:

1.

Assignments: Include Group1, Exclude Group2

2.

Conditions: Sign in risk of Low and above

3.

Access: Allow access, Require password change

You need to identify how the policy affects User1 and User2.

What occurs when User1 and User2 sign in from an unfamiliar location? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:


Question 2:

You configure Microsoft Azure Active Directory (Azure AD) Connect as shown in the following exhibit.

Use the drop-down menus to select the answer choice that completes each statement based on the information presented in the graphic.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:

Reference: https://docs.microsoft.com/en-us/azure/active-directory/hybrid/how-to-connect-device-writeback


Question 3:

You have a Microsoft 365 subscription that uses a default domain name of contoso.com.

The multi-factor authentication (MFA) service settings are configured as shown in the exhibit. (Clock the Exhibit tab.)

In contoso.com, you create the users shown in the following table.

What is the effect of the configuration? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:


Question 4:

You have a Microsoft 365 subscription that uses a default domain name of contoso.com. Microsoft Azure Active Directory (Azure AD) contains the users shown in the following table.

Microsoft Intune has two devices enrolled as shown in the following table:

Both devices have three apps named App1, App2, and App3 installed. You create an app protection policy named ProtectionPolicy1 that has the following settings: Protected apps: App1 Exempt apps: App2 Windows Information Protection mode: Block

You apply ProtectionPolicy1 to Group1 and Group3. You exclude Group2 from ProtectionPolicy1.

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

NOTE: Each correct selection is worth one point. Hot Area:

Correct Answer:


Question 5:

Your network contains an Active Directory domain named contoso.com. The domain contains a VPN server named VPN1 that runs Windows Server 2016 and has the Remote Access server role installed.

You have a Microsoft Azure subscription.

You are deploying Azure Advanced Threat Protection (ATP)

You install an Azure ATP standalone sensor on a server named Server1 that runs Windows Server 2016.

You need to integrate the VPN and Azure ATP.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:

Reference: https://docs.microsoft.com/en-us/azure-advanced-threat-protection/install-atp-step6-vpn


Question 6:

You have a Microsoft 365 E5 subscription.

From Microsoft Azure Active Directory (Azure AD), you create a security group named Group1. You add 10 users to Group1.

You need to apply app enforced restrictions to the members of Group1 when they connect to Microsoft Exchange Online from non-compliant devices, regardless of their location.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:

Reference: https://docs.microsoft.com/en-us/azure/active-directory/conditional-access/app-based-conditional-access


Question 7:

You have a Microsoft 365 subscription.

1.

You identify the following data loss prevention (DLP) requirements:

2.

Send notifications to users if they attempt to send attachments that contain EU social security numbers

3.

Prevent any email messages that contain credit card numbers from being sent outside your organization

4.

Block the external sharing of Microsoft OneDrive content that contains EU passport numbers

5.

Send administrators email alerts if any rule matches occur.

What is the minimum number of DLP policies and rules you must create to meet the requirements? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:


Question 8:

You have the Microsoft conditions shown in the following table.

You have the Azure Information Protection labels shown in the following table. You have the Azure Information Protection policies shown in the following table.

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

Hot Area:

Correct Answer:


Question 9:

You have a Microsoft 365 subscription. From the Security and Compliance admin center, you create the retention policies shown in the following table.

Policy1 if configured as showing in the following exhibit.

Policy2 is configured as shown in the following exhibit.

For each of the following statements, select Yes if the statement is true. Otherwise, select No.

Hot Area:

Correct Answer:

Reference: https://docs.microsoft.com/en-us/office365/securitycompliance/retention-policies?redirectSourcePath=%2fen-us%2farticle%2fOverview-of-retention-policies-5e377752-700d-4870-9b6d-12bfc12d2423#the-principles-of-retention-orwhat-takes-precedence


Question 10:

You have a Microsoft 365 subscription.

You are creating a retention policy named Retention1 as shown in the following exhibit.

You apply Retention1 to SharePoint sites and OneDrive accounts.

Use the drop-down menus to select the answer choice that completes each statement based on the information presented in the graphic.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:


Question 11:

HOTSPOT

You have a Microsoft 365 subscription that uses a default name of litwareinc.com.

You configure the Sharing settings in Microsoft OneDrive as shown in the following exhibit.

Use the drop-down menus to select the answer choice that completes each statement based on the information presented in the graphic.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:

References: https://docs.microsoft.com/en-us/onedrive/manage-sharing


Question 12:

HOTSPOT

You have a Microsoft 365 subscription.

You create a retention label named Label1 as shown in the following exhibit.

You publish Label1 to SharePoint sites.

Use the drop-down menus to select the answer choice that completes each statement based on the information presented in the graphic.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:

References: https://docs.microsoft.com/en-us/office365/securitycompliance/labels


Question 13:

HOTSPOT

You have a Microsoft 365 subscription that include three users named User1, User2, and User3.

A file named File1.docx is stored in Microsoft OneDrive. An automated process updates File1.docx every minute.

You create an alert policy named Policy1 as shown in the following exhibit.

Use the drop-down menus to select the answer choice that completes each statement based on the information presented in the graphic.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:

References: https://docs.microsoft.com/en-us/office365/securitycompliance/alert-policies


Question 14:

HOTSPOT

You have a Microsoft 365 subscription. Auditing is enabled.

A user named User1 is a member of a dynamic security group named Group1.

You discover that User1 is no longer a member of Group1.

You need to search the audit log to identify why User1 was removed from Group1.

Which two actions should you use in the search? To answer, select the appropriate activities in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:

References: https://docs.microsoft.com/en-us/office365/securitycompliance/search-the-audit-log-in-security-and-compliance


Question 15:

DRAG DROP

You have a Microsoft 365 E5 subscription.

All computers run Windows 10 and are onboarded to Windows Defender Advanced Threat Protection (Windows Defender ATP).

You create a Windows Defender machine group named MachineGroup1.

You need to enable delegation for the security settings of the computers in MachineGroup1.

Which three 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.

Select and Place:

Correct Answer:


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Question 1:

You are developing a hands-on workshop to introduce Docker for Windows to attendees.

You need to ensure that workshop attendees can install Docker on their devices.

Which two prerequisite components should attendees install on the devices? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A. Microsoft Hardware-Assisted Virtualization Detection Tool

B. Kitematic

C. BIOS-enabled virtualization

D. VirtualBox

E. Windows 10 64-bit Professional

Correct Answer: CE

C: Make sure your Windows system supports Hardware Virtualization Technology and that virtualization is enabled. Ensure that hardware virtualization support is turned on in the BIOS settings. For example:

E: To run Docker, your machine must have a 64-bit operating system running Windows 7 or higher.

References:

https://docs.docker.com/toolbox/toolbox_install_windows/

https://blogs.technet.microsoft.com/canitpro/2015/09/08/step-by-step-enabling-hyper-v-for-use-on- windows-10/


Question 2:

You are implementing a machine learning model to predict stock prices.

The model uses a PostgreSQL database and requires GPU processing.

You need to create a virtual machine that is pre-configured with the required tools.

What should you do?

A. Create a Data Science Virtual Machine (DSVM) Windows edition.

B. Create a Geo Al Data Science Virtual Machine (Geo-DSVM) Windows edition.

C. Create a Deep Learning Virtual Machine (DLVM) Linux edition.

D. Create a Deep Learning Virtual Machine (DLVM) Windows edition.

Correct Answer: A

In the DSVM, your training models can use deep learning algorithms on hardware that\’s based on graphics processing units (GPUs).

PostgreSQL is available for the following operating systems: Linux (all recent distributions), 64-bit installers available for macOS (OS X) version 10.6 and newer ?Windows (with installers available for 64-bit version; tested on latest versions

and back to Windows 2012 R2.

Incorrect Answers:

B: The Azure Geo AI Data Science VM (Geo-DSVM) delivers geospatial analytics capabilities from Microsoft\’s Data Science VM. Specifically, this VM extends the AI and data science toolkits in the Data Science VM by adding ESRI\’s market-leading ArcGIS Pro Geographic Information System.

C, D: DLVM is a template on top of DSVM image. In terms of the packages, GPU drivers etc are all there in the DSVM image. Mostly it is for convenience during creation where we only allow DLVM to be created on GPU VM instances on Azure.

Reference: https://docs.microsoft.com/en-us/azure/machine-learning/data-science-virtual-machine/overview


Question 3:

You are developing deep learning models to analyze semi-structured, unstructured, and structured data types. You have the following data available for model building:

1.

Video recordings of sporting events

2.

Transcripts of radio commentary about events

3.

Logs from related social media feeds captured during sporting events

You need to select an environment for creating the model. Which environment should you use?

A. Azure Cognitive Services

B. Azure Data Lake Analytics

C. Azure HDInsight with Spark MLib

D. Azure Machine Learning Studio

Correct Answer: A

Azure Cognitive Services expand on Microsoft\’s evolving portfolio of machine learning APIs and enable developers to easily add cognitive features ?such as emotion and video detection; facial, speech, and vision recognition; and speech and language understanding ?into their applications. The goal of Azure Cognitive Services is to help developers create applications that can see, hear, speak, understand, and even begin to reason. The catalog of services within Azure Cognitive Services can be categorized into five main pillars – Vision, Speech, Language, Search, and Knowledge.

References: https://docs.microsoft.com/en-us/azure/cognitive-services/welcome


Question 4:

You must store data in Azure Blob Storage to support Azure Machine Learning.

You need to transfer the data into Azure Blob Storage.

What are three possible ways to achieve the goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. Bulk Insert SQL Query

B. AzCopy

C. Python script

D. Azure Storage Explorer

E. Bulk Copy Program (BCP)

Correct Answer: BCD

You can move data to and from Azure Blob storage using different technologies:

1.

Azure Storage-Explorer

2.

AzCopy

3.

Python

4.

SSIS

References: https://docs.microsoft.com/en-us/azure/machine-learning/team-data-science-process/move-azure-blob


Question 5:

You are moving a large dataset from Azure Machine Learning Studio to a Weka environment.

You need to format the data for the Weka environment.

Which module should you use?

A. Convert to CSV

B. Convert to Dataset

C. Convert to ARFF

D. Convert to SVMLight

Correct Answer: C

Use the Convert to ARFF module in Azure Machine Learning Studio, to convert datasets and results in Azure Machine Learning to the attribute-relation file format used by the Weka toolset. This format is known as ARFF.

The ARFF data specification for Weka supports multiple machine learning tasks, including data preprocessing, classification, and feature selection. In this format, data is organized by entites and their attributes, and is contained in a single text file.

References: https://docs.microsoft.com/en-us/azure/machine-learning/studio-module-reference/convert-to-arff


Question 6:

You plan to use a Deep Learning Virtual Machine (DLVM) to train deep learning models using Compute Unified Device Architecture (CUDA) computations.

You need to configure the DLVM to support CUDA. What should you implement?

A. Solid State Drives (SSD)

B. Computer Processing Unit (CPU) speed increase by using overclocking

C. Graphic Processing Unit (GPU)

D. High Random Access Memory (RAM) configuration

E. Intel Software Guard Extensions (Intel SGX) technology

Correct Answer: C

A Deep Learning Virtual Machine is a pre-configured environment for deep learning using GPU instances.

References: https://azuremarketplace.microsoft.com/en-au/marketplace/apps/microsoft-ads.dsvm-deep-learning


Question 7:

You plan to use a Data Science Virtual Machine (DSVM) with the open source deep learning frameworks Caffe2 and PyTorch.

You need to select a pre-configured DSVM to support the frameworks.

What should you create?

A. Data Science Virtual Machine for Windows 2012

B. Data Science Virtual Machine for Linux (CentOS)

C. Geo AI Data Science Virtual Machine with ArcGIS

D. Data Science Virtual Machine for Windows 2016

E. Data Science Virtual Machine for Linux (Ubuntu)

Correct Answer: E

Caffe2 and PyTorch is supported by Data Science Virtual Machine for Linux. Microsoft offers Linux editions of the DSVM on Ubuntu 16.04 LTS and CentOS 7.4. Only the DSVM on Ubuntu is preconfigured for Caffe2 and PyTorch. Incorrect Answers:

D: Caffe2 and PytOCH are only supported in the Data Science Virtual Machine for Linux.

References: https://docs.microsoft.com/en-us/azure/machine-learning/data-science-virtual-machine/overview


Question 8:

You are developing a data science workspace that uses an Azure Machine Learning service.

You need to select a compute target to deploy the workspace.

What should you use?

A. Azure Data Lake Analytics

B. Azure Databricks

C. Azure Container Service

D. Apache Spark for HDInsight

Correct Answer: C

Azure Container Instances can be used as compute target for testing or development. Use for low-scale CPU-based workloads that require less than 48 GB of RAM.

Reference: https://docs.microsoft.com/en-us/azure/machine-learning/service/how-to-deploy-and-where


Question 9:

You are solving a classification task.

The dataset is imbalanced.

You need to select an Azure Machine Learning Studio module to improve the classification accuracy.

Which module should you use?

A. Permutation Feature Importance

B. Filter Based Feature Selection

C. Fisher Linear Discriminant Analysis

D. Synthetic Minority Oversampling Technique (SMOTE)

Correct Answer: D

Use the SMOTE module in Azure Machine Learning Studio (classic) to increase the number of underepresented cases in a dataset used for machine learning. SMOTE is a better way of increasing the number of rare cases than simply duplicating existing cases.

You connect the SMOTE module to a dataset that is imbalanced. There are many reasons why a dataset might be imbalanced: the category you are targeting might be very rare in the population, or the data might simply be difficult to collect. Typically, you use SMOTE when the class you want to analyze is under- represented.

Reference: https://docs.microsoft.com/en-us/azure/machine-learning/studio-module-reference/smote


Question 10:

You are analyzing a dataset containing historical data from a local taxi company. You are developing a regression model.

You must predict the fare of a taxi trip.

You need to select performance metrics to correctly evaluate the regression model.

Which two metrics can you use? Each correct answer presents a complete solution?

NOTE: Each correct selection is worth one point.

A. a Root Mean Square Error value that is low

B. an R-Squared value close to 0

C. an F1 score that is low

D. an R-Squared value close to 1

E. an F1 score that is high

F. a Root Mean Square Error value that is high

Correct Answer: AD

RMSE and R2 are both metrics for regression models.

A: Root mean squared error (RMSE) creates a single value that summarizes the error in the model. By squaring the difference, the metric disregards the difference between over-prediction and under-prediction.

D: Coefficient of determination, often referred to as R2, represents the predictive power of the model as a value between 0 and 1. Zero means the model is random (explains nothing); 1 means there is a perfect fit. However, caution should be

used in interpreting R2 values, as low values can be entirely normal and high values can be suspect.

Incorrect Answers:

C, E: F-score is used for classification models, not for regression models.

Reference: https://docs.microsoft.com/en-us/azure/machine-learning/studio-module-reference/evaluate-model


Question 11:

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 using Azure Machine Learning to run an experiment that trains a classification model.

You want to use Hyperdrive to find parameters that optimize the AUC metric for the model. You configure a HyperDriveConfig for the experiment by running the following code:

You plan to use this configuration to run a script that trains a random forest model and then tests it with validation data. The label values for the validation data are stored in a variable named y_test variable, and the predicted probabilities from

the model are stored in a variable named y_predicted.

You need to add logging to the script to allow Hyperdrive to optimize hyperparameters for the AUC metric.

Solution: Run the following code:

Does the solution meet the goal?

A. Yes

B. No

Correct Answer: A

Python printing/logging example: logging.info(message)

Destination: Driver logs, Azure Machine Learning designer

Reference: https://docs.microsoft.com/en-us/azure/machine-learning/how-to-debug-pipelines


Question 12:

A set of CSV files contains sales records. All the CSV files have the same data schema.

Each CSV file contains the sales record for a particular month and has the filename sales.csv. Each file in stored in a folder that indicates the month and year when the data was recorded. The folders are in an Azure blob container for which a datastore has been defined in an Azure Machine Learning workspace. The folders are organized in a parent folder named sales to create the following hierarchical structure:

At the end of each month, a new folder with that month\’s sales file is added to the sales folder.

You plan to use the sales data to train a machine learning model based on the following requirements:

1.

You must define a dataset that loads all of the sales data to date into a structure that can be easily converted to a dataframe.

2.

You must be able to create experiments that use only data that was created before a specific previous month, ignoring any data that was added after that month.

3.

You must register the minimum number of datasets possible.

You need to register the sales data as a dataset in Azure Machine Learning service workspace.

What should you do?

A. Create a tabular dataset that references the datastore and explicitly specifies each \’sales/mm-yyyy/ sales.csv\’ file every month. Register the dataset with the name sales_dataset each month, replacing the existing dataset and specifying a tag named month indicating the month and year it was registered. Use this dataset for all experiments.

B. Create a tabular dataset that references the datastore and specifies the path \’sales/*/sales.csv\’, register the dataset with the name sales_dataset and a tag named month indicating the month and year it was registered, and use this dataset for all experiments.

C. Create a new tabular dataset that references the datastore and explicitly specifies each \’sales/mm- yyyy/sales.csv\’ file every month. Register the dataset with the name sales_dataset_MM-YYYY each month with appropriate MM and YYYY values for the month and year. Use the appropriate month- specific dataset for experiments.

D. Create a tabular dataset that references the datastore and explicitly specifies each \’sales/mm-yyyy/ sales.csv\’ file. Register the dataset with the name sales_dataset each month as a new version and with a tag named month indicating the month and year it was registered. Use this dataset for all experiments, identifying the version to be used based on the month tag as necessary.

Correct Answer: B

Specify the path.

Example:

The following code gets the workspace existing workspace and the desired datastore by name. And then passes the datastore and file locations to the path parameter to create a new TabularDataset, weather_ds.

from azureml.core import Workspace, Datastore, Dataset

datastore_name = \’your datastore name\’

# get existing workspace

workspace = Workspace.from_config()

# retrieve an existing datastore in the workspace by name datastore = Datastore.get(workspace, datastore_name)

# create a TabularDataset from 3 file paths in datastore datastore_paths = [(datastore, \’weather/2018/11.csv\’),

(datastore, \’weather/2018/12.csv\’),

(datastore, \’weather/2019/*.csv\’)]

weather_ds = Dataset.Tabular.from_delimited_files(path=datastore_paths)


Question 13:

You use the following code to run a script as an experiment in Azure Machine Learning:

You must identify the output files that are generated by the experiment run.

You need to add code to retrieve the output file names.

Which code segment should you add to the script?

A. files = run.get_properties()

B. files= run.get_file_names()

C. files = run.get_details_with_logs()

D. files = run.get_metrics()

E. files = run.get_details()

Correct Answer: B

You can list all of the files that are associated with this run record by called run.get_file_names()

Reference: https://docs.microsoft.com/en-us/azure/machine-learning/how-to-track-experiments


Question 14:

You create a deep learning model for image recognition on Azure Machine Learning service using GPU- based training.

You must deploy the model to a context that allows for real-time GPU-based inferencing.

You need to configure compute resources for model inferencing.

Which compute type should you use?

A. Azure Container Instance

B. Azure Kubernetes Service

C. Field Programmable Gate Array

D. Machine Learning Compute

Correct Answer: B

You can use Azure Machine Learning to deploy a GPU-enabled model as a web service. Deploying a model on Azure Kubernetes Service (AKS) is one option. The AKS cluster provides a GPU resource that is used by the model for inference.

Inference, or model scoring, is the phase where the deployed model is used to make predictions. Using GPUs instead of CPUs offers performance advantages on highly parallelizable computation.

Reference: https://docs.microsoft.com/en-us/azure/machine-learning/how-to-deploy-inferencing-gpus


Question 15:

You create a batch inference pipeline by using the Azure ML SDK. You run the pipeline by using the following code:

from azureml.pipeline.core import Pipeline

from azureml.core.experiment import Experiment

pipeline = Pipeline(workspace=ws, steps=[parallelrun_step]) pipeline_run = Experiment(ws, \’batch_pipeline\’).submit(pipeline)

You need to monitor the progress of the pipeline execution.

What are two possible ways to achieve this goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A. Option A

B. Option B

C. Option C

D. Option D

E. Option E

Correct Answer: DE

A batch inference job can take a long time to finish. This example monitors progress by using a Jupyter widget. You can also manage the job\’s progress by using:

1.

Azure Machine Learning Studio.

2.

Console output from the PipelineRun object.

from azureml.widgets import RunDetails RunDetails(pipeline_run).show() pipeline_run.wait_for_completion(show_output=True) Reference:

https://docs.microsoft.com/en-us/azure/machine-learning/how-to-use-parallel-run-step#monitor-the- parallel-run-job


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Question 1:

You are a Dynamics 365 for Customer Service administrator.

Members of the customer support staff must not be available on public holidays in the year 2021.

You need to configure holiday schedules.

Which actions should you perform? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holiday-schedule


Question 2:

You are implementing Dynamics 365 for Customer Service.

You need to set up available working hours to help desk representatives who have varying schedules.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:


Question 3:

You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic. NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:


Question 4:

You are configuring a Dynamics 365 for Customer Service instance.

Customer service manager cannot create new entitlements for customer service representatives.

You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.

Which access levels should you apply? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:


Question 5:

You are using Dynamics 365 for Customer Service. You have existing routing rules.

You need to create a routing rule for cases and bulk-import cases.

Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:


Question 6:

You are a customer service representative working with cases in Dynamics 365 for Customer Service.

You need to manage multiple lists of cases.

Which actions should you perform? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.

Hot Area:

Correct Answer:


Question 7:

You are customizing a Dynamics 365 for Customer Service implementation.

The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.

You need to create the chart.

Which three 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.

Select and Place:

Correct Answer:


Question 8:

You manage Dynamics 365 for Customer Service.

You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.

Which three 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.

Select and Place:

Correct Answer:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customer-service-schedule-define-work-hours


Question 9:

You are a Dynamics 365 for Customer Service administrator.

Your company requires a new phone-to-case business process flow for customer service representatives to follow.

The stages are as follows:

1. Verification

2. Acknowledgement and research

3. Resolution

Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.

You need to create the required business process flow and components.

Which three 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.

Select and Place:

Correct Answer:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/create-business-process-flow https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/workflow-processes


Question 10:

You are a Dynamics 365 system administrator.

Your customer service team must define goal metrics to track and measure all resolved cases.

You need to create a goal metric with a rollup field.

In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

Select and Place:

Correct Answer:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/sales-enterprise/create-edit-goal-metric


Question 11:

A customer uses Dynamics 365 for Customer Service.

Customer service representatives must be able to create knowledge base articles.

You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.

Which four actions must be performed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Select and Place:

Correct Answer:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-knowledge-article


Question 12:

You make a phone call regarding an existing case record.

You need to create a phone call activity that appears on the case record timeline.

Which three 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.

Select and Place:

Correct Answer:


Question 13:

You are a customer service representative using Dynamics 365 Customer Service Hub.

You need to link the knowledge base records that relate to cases and send articles to customers.

Which three 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 them correct order.

Select and Place:

Correct Answer:


Question 14:

You are a Dynamics 365 for Customer Service system administrator.

You need to create service-level agreements (SLAs) to meet company requirements.

What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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.

Select and Place:

Correct Answer:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements


Question 15:

You are a Dynamics 365 for Customer Service administrator.

You need to implement queues to manage cases.

Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue 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.

Select and Place:

Correct Answer:

References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases