Microsoft MB-200 Exam Content Was Updated On May 1, 2020

1. Question Set 1

You are a Dynamics 365 for Customer Service system administrator.

Compliance standards require that entities and fields with Auditing set to On are recorded. You have configured all settings to the default settings and have set Global Auditing to On. You need to verify compliance standards.

Which data items will be included in the audit log?

Microsoft Office 365 activities

all entities and fields

entities and fields with auditing enabled

user access information only

2. A company identifies a new opportunity.

Sales associates must collaborate to convert the opportunity to a sale. All associates have access to Microsoft SharePoint, but some associates do not have access to Dynamics 365 for Sales. You need to ensure that users can collaborate on a single platform that directly integrates with Dynamics

365 data.

Which tool should you use?

Microsoft OneDrive for Business

Microsoft Skype for Business

Microsoft Office 365 Delve

Yammer

Microsoft Office 365 Groups

3. You are a Dynamics 365 for Customer Service system administrator. A user experiences slow performance when using Dynamics 365. You need to check the latency of the environment.

What should you do?

Use the organization Insights tool.

View the Health section of Microsoft Office 365 Admin portal.

View the Power platform Admin center.

Run the Dynamics 365 Diagnostics tool.

4. You are a Dynamics 365 for Customer Service system administrator.

You need to implement a Dynamics 365 portal that allows customers to perform the following tasks:

- Post product experience information to forums.

- Enter issues in an online support center.

- Enter ideas for future products.

Which type of portal should you implement?

Partner

Customer Self-Service

Employee Self-Service

Community

Custom

5. DRAG DROP

You have a Dynamics 365 for Customer Service tenant that has one Sandbox instance and multiple Production instances. You need to import changes from the Sandbox instance to each of the Production instances with different requirements.

Which types of solutions should you use? To answer, drag the appropriate solution types to the correct

requirements. Each solution 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.

6. DRAG DROP

A hospital uses Dynamics 365 Customer Engagement. The scheduling department schedules doctors for surgeries. You need to configure relationships between doctor and patient records.

From the doctor entity, which relationship types should you use? To answer, drag the relationship types for the correct scenarios. Each relationship 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.

7. 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 question on 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 on 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.

Background

- Contoso Suites is a hotel chain that is in the process of implementing Dynamics 365 Customer Service to manage their events and front desk registrations.

- Guest stay types consist of business, personal, and conference.

- Each guest stay follows the same stages: Reservation, Check-in, Stay, and Check-out.

- The majority of the system configuration is completed, and testing is in progress.

- There are three Dynamics 365 environments: Sandbox, QA, and Production. System settings are the same for the three environments.

- All emails are configured for Production.

- The company partners with a third-party service that provides weather forecasts and flight arrivals information for the places where they have hotels.

Current environment. Security

- Security roles are assigned to teams.

- Users are assigned to teams:

- The Contact entity is set to have basic read privileges only.

- During testing, a user reports a spelling mistake on the Number of Children label. An administrator corrects the spelling in the Sandbox environment and imports the unmanaged solution into the QA environment.

Requirements. Business requirements

- The events coordinator needs a dashboard containing the weather forecast and flight arrivals along with events that they are managing and their work schedule.

- Guests must be entered as contact records in the system. Returning guests must be added directly from an existing contact record.

- The contact record must include a preferences section that has information such as newspaper preferences and slipper size.

- The contact record must show a chart of all previous stay types.

- Preferences must be stored only on the contact record so that the information is always current.

- All the colors in the system must be consistent with the Contoso branding.

- Duplicate contact records must be eliminated, and all guest records combined under one contact.

Requirements. Technical requirements

- The hotel wants to avoid custom development and Inline frames (Iframes) where possible.

- A duplicate detection rule must be created for contacts to show an alert when an email already exists in the system.

- The Number of Guests field must be mandatory only when the Check-in stage is active for the front desk agent.

- Customizations must be made in the Sandbox environment, exported as a managed solution, and imported into the QA environment.

- Information from an external travel agent database is used to see potential reservations. The database consists of Name, Arrival Date, Departure Date, and Cost per Night. The information must be read only.

Issues

- During testing, a user discovered that on the guest record, there are two stay type fields: Stay Type, which is an option set, and Stay, which is a lookup. Stay does not appear in any other area.

- The front desk staff does not receive any alerts when creating contacts even if the contacts have the same email address.

- When a manager assigns a contact to a front desk agent, the front desk agent cannot see the record.

- The front desk staff currently must enter all the guest information, even if the guest has stayed at the hotel previously.

You need to simplify the registration process for repeat guests.

Which entity component should you use?

fields

workflows

relationships

business rules

8. Question Set 1

DRAG DROP

You are a Dynamics 365 administrator. An Excel template with a pivot table is created for opportunities by a manager.

When a salesperson opens the Excel template in the My Opportunities view, they observe the following issues:

- The salesperson can view information for all salespeople.

- The salesperson does not see their current data.

You need ensure the salesperson can only see their information.

Which Excel PivotTable attributes should you use? To answer, drag the appropriate attributes to the correct settings. Each attribute 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.

9. You are a Dynamics 365 for 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?

Dynamics administration center

Manage Roles

Dynamics 365 home

Security Roles

10. HOTSPOT

You are a Dynamics 365 for Customer Service system administrator. You are unable to import a translation file. You need to determine if the file being imported is of the right type and format, and that the file conforms to maximum field length requirements.

Which parameter should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

11. DRAG DROP

You are a Dynamics 365 for Customer Service help desk administrator. Cases entered in forms require different types of data to be stored in different types of fields.

You need to create forms for each of the following case types:

Which form types should you create? To answer, drag the appropriate form types to meet the data entry requirements. Each source 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.

12. HOTSPOT

You are a Dynamics 365 help desk administrator. You need to create a dashboard that displays information on help desk cases that are handled each week.

Which dashboard components should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

13. HOTSPOT

You are a Dynamics 365 for Customer Services system administrator. Sales team members access Dynamics 365 by using a tablet device. Sales team members report several issues when they access Dynamics 365. You need to resolve the issues.

What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

14. You are a Dynamics 365 for Customer Service system administrator. You create a business rule for the Case form. The business rule marks some fields as required when the Created On date field does not equal the Modified On date field.

You activate the business rule. The form does not mark the specified fields as required when the condition is met.

You need to determine the cause of the issue.

What is the cause?

the Created On and Modified On date fields are not included on the form.

the Created On and Modified On date fields are in a hidden tab on the form.

Created On and Modified On are system fields and cannot be used in business rules.

the fields to be required are set to Optional at the field property level.

15. DRAG DROP

You are a Dynamics 365 for Customer Service system administrator. When a customer case is assigned to a new representative, the system must send an email to the customer to alert them about the change.

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.

16. DRAG DROP

An organization plans to deploy Dynamics 365.

You need to ensure that the organization can track the following information:

- Prospect to cash process

- Customer service cases

- Work breakdown structure

- Serviceable assets for customers

Which apps should you implement? To answer, drag the appropriate apps to the correct features. Each app 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.

17. You are a Dynamics 365 for Customer Service system administrator. You create a custom entity named Buildings and add it to the Sales app. When a user views the Buildings form, a field for Location is missing. You create the field and add the field to the form, but the user cannot see it.

You need to make the Location field visible to the user.

What should you do?

Add the Location field to the Buildings form.

Publish customizations.

Change privileges to the user’s security role.

Create a new Buildings form.

18. DRAG DROP

You are a Dynamics 365 for Customer Service administrator for a help desk.

Help desk representatives need to send emails to all contacts that are associated with cases.

The emails must provide the status for the case, use similar formatting, and include the following information:

- Contact name

- Case number

- Case title

- Case status

- Representative name

You need to create an email template for the system.

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.

19. HOTSPOT

You are a Dynamics 365 Customer Engagement administrator. You create workflows to automate business processes.

You need to configure a workflow to meet the following requirements:

- Be triggered when a condition is met.

- Run immediately.

- Perform an action when a condition is met.

How should you configure the workflow? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

20. HOTSPOT

You are a Dynamics 365 for 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.

21. HOTSPOT

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.

22. DRAG DROP

You are a Dynamics 365 for Customer Service developer. A salesperson creates a chart. You need to ensure that the chart is available to all users on the team.

Which actions should the salesperson perform? To answer, drag the appropriate actions to the correct users. Each action 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.

23. You are a Dynamics 365 for 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?

List view of the entity

System Settings

App Designer

Advanced Find

24. HOTSPOT

You are a Dynamics 365 for Customer Service developer. You need to create a report that shows annual customer growth from 2012-2018. The report must be printable and must include company branding.

Which reporting options should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

25. You are a Dynamics 365 Customer Service system administrator. You export a solution containing customization from the development environment and import the solution into a quality assurance environment.

You need to allow removal of the customization and solution from the quality assurance environment.

What should you do?

Export the solution as managed.

Update the publisher prefix to new.

Publish all customizations.

Export the solution as unmanaged.

26. You are a Dynamics 365 administrator for a veterinarian clinic.

On the client appointment form, there is a dropdown field for clients to select their type of pet. If a client selects the option Other, the veterinarian wants a text field to appear so that additional details can be added.

You need to create a dynamically visible field.

What should you configure?

business rule

workflow

business process flow

field visibility on the form

27. DRAG DROP

You are a Dynamics 365 for Customer Service consultant. You need to configure classifications for different customer scenarios.

How should you create the classifications? To answer, drag the appropriate options to the correct scenarios. Each option 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.

28. You manage a Dynamics 365 environment for a company. You must prevent users from launching and using Power Automate. You need to hide the Flows button on the user interface.

Which configuration setting should you change?

the Customizations section of System Settings

the SiteMap

the Buttons tab of Flow

the Entity component of the default solution

29. You are a Dynamics for 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?

Format the table to have alternating color rows.

Format the Created On field to a long date format.

Add the Discount field conditionally.

Add the address of the customer.

30. HOTSPOT

You are a Dynamics 365 Customer Engagement administrator. You create a new solution in Dynamics 365.

You need to help end users understand which actions to take next and ensure that user interaction occurs in manageable steps.

Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

31. HOTSPOT

You implement an editable grid for the Account entity.

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.

32. DRAG DROP

You are a Dynamics 365 administrator. You create a new app. You need to create the site map for the app.

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.

33. You are a Dynamics 365 for Customer Service system administrator. You are configuring an app by using the unified interface.

You need to ensure that users follow a set procedure at the conclusion of meetings to capture required information.

Which method should you use?

task flows

Microsoft Outlook Reminder

goal

Microsoft Flow

34. You are a Dynamics 365 Customer Service administrator. Clients report that documentation they receive from the organization often uses different logos and fonts. You need to standardize branding for all internal Microsoft Word documents.

Which two templates can you use? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

email

article

global

page

mail merge

35. You are a Dynamics 365 for 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?

Entities component of a solution

System Settings

Microsoft Visual Studio

Advanced Find

36. You are a Dynamics 365 for 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?

Entities component of a solution

Microsoft Excel template

Microsoft Visual Studio

Advanced Find

37. 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 question on 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 on 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.

Background

Lamna Healthcare Company owns and operates childcare centers nationwide. The company serves children ranging in age from four to ten. Childcare centers are open 7:00 am to 6:00 pm Monday through Friday.

The company has a Dynamics 365 system administrator who works from 9:00 am to 5:00 pm Monday through Friday. The administrator creates user records for potential hires during final interview processes.

Lamna separates children into groups based on age. Group A is for ages 4-6, Group B is for ages 7-8, and Group C is for ages 9-10. Each group is monitored by a team of 2-3 childcare workers.

Most correspondence between workers and parents is done by using email.

The company runs employee meetings each month to present updates and discuss issues. The administrator creates appointments in Dynamics 365 for each employee meeting.

Current processes

Dynamics 365

Lamna has been using Dynamics 365 and Microsoft Office 365 for three years. Access to Dynamics 365 is limited to childcare workers. Support staff only have access to Office 365 applications.

There is a high turnover rate among childcare workers, so there is often a rush to hire replacements. Childcare workers are often hired on weekends and start work the following Monday.

The administrator maintains a list of apps that are approved for use and makes the list available to all Dynamics 365 users.

Child registration

When a parent registers a child, workers collect information such as known allergies, emergency contact information, list of medications, and scans of signed consent forms for the child. Additional information is collected through the year including field trip consent forms and an annual feedback survey that parents complete.

Intake

Every day an employee records each child’s arrival time, departure time, and the name of the person who picked up the child in an attendance log. Each record includes a field to enter emergency contact information for the child. This field often remains blank since the childcare worker is too busy to populate this information.

Attendance records are created from a child record. The supervisor reviews an attendance log at the end of day for each team of workers.

Reports

Reports are created from Microsoft Word templates for the healthcare workers and documents are stored in Microsoft SharePoint.

You create a Child Attendance report and complete testing of the report in a sandbox environment. The report is ready for deployment to the production environment.

Requirements

Attendance

The child attendance log must be accessible by all staff members. A Child Attendance report is also required, as this information is often accessed at the parent’s request. All fields for collecting additional information must be hidden by default.

In order to make the process of recording attendance information more efficient, workers must create an attendance record for each child and add the child to the record.

If a child is not picked up by 6:00pm, a text message must be sent to the parents notifying them of additional charges for late pickup. Microsoft Flow is used to deliver text messages to parents about additional charges for late pickup.

Medication

Complex information such as medications must be contained in a sub-grid on the child’s record.

When children change age groups, all of their records must be available to the new team of childcare workers. A child’s medication record must no longer be viewable by the previous group of childcare workers.

System customization

All customization and testing are performed in the sandbox environment and then moved to production. To simplify management of Dynamics 365, Lamna Healthcare keeps all components in the default solution but maintains a unique prefix. Dynamics is a non-code environment.

Option sets must be used whenever possible. For example, the allergies field displays a list of common allergies. You must include an option named Other in each option set to allow users to enter a value that is not available in the option set. When Other is selected, the form must display a text field that requires entry.

Problem statements

Parents of a child named Elizabeth recently changed her surname. The parent hands in a field trip consent form that includes the new surname. The support worker cannot find the child in the system.

Users report having to sign back into the system very frequently, often multiple times during the course of a period of usage.

When children move to new age groups, medication records for the child are not visible to the new group’s childcare workers.

You need to set up annual surveys.

What should you do?

Enable Voice of the Customer.

Use dialogs.

Enable Customer Insights.

Install a custom workflow solution.

38. You need to ensure that attendance records contain the proper default values.

What should you do?

a workflow

a field mapping

a business process flow

a business rule

39. HOTSPOT

You need to track date information.

How should you configure date tracking? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

40. DRAG DROP

You need to create an attendance log for the supervisor.

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. NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

41. Testlet 3

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 question on 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 on 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.

Background

Lamna Healthcare is a local medical clinic comprised of doctors, nurses, and office staff. The company is implementing Dynamics 365 for Sales.

Current environment

Environments

- The company has the following environments: Sandbox, QA, and Production.

- All environments use one custom app in the Unified Interface.

- There is one solution in the Sandbox environment containing modifications to the Patient and Invoice forms.

- A security group has been created for each environment.

You configure the system as follows:

- Duplicate detection is not set for the Patient entity.

- The currency field for Service Fee is set to two decimal places.

- Mailboxes are set to synchronize with Microsoft Exchange in the Production instance.

Testing and customization

- All changes are first created in the Sandbox environment and then imported into the QA environment for testing.

- Testers only have access to the QA environment where testing occurs.

- Doctors and nurses enter patient, billing, diagnostic, and other information directly.

Security roles

There are two custom security roles; one for doctors and nurses, and another for the support staff.

Data import

- You import records for all current patients and past patients for the last five years.

- A static worksheet of the patient records was exported after data import for validation. All records have been updated since that time.

Requirements

Functional

- Ensure changes can be quickly made to customizations in the Production environment.

- Provide all staff members access to a list of patients with the flue.

- Provide doctors the ability to add medications related to a patient without navigating away from the patient's record. Medications must be stored against a custom entity named Medication.

- Provide doctors, nurses, and office staff default navigation schemes based on their roles.

User interface

- Populate the custom field Follow-up Date with a date seven days from the visit date if a custom Follow-up checkbox is selected. Display the Visit Date field on the Visit form. Do not display the Follow-up Date field.

- Display values in the Service Fee field as whole dollars.

The Status field on the Patient form contains historical data that must be retained.

Issues

You observe the following issues:

- For some imported patient records, the doctor's name in the Current Doctor field is not spelled correctly.

- A nurse uses the search on the All Patients view and cannot find a patient who left the clinic last year.

- During testing, a nurse discovers a redundant field on the patient record.

- An office staff member tests emails, but the email is not sent.

- The modification to the Patient form needs to be tested immediately, but the Invoice form modification needs to be tested the following week.

- A new user account for a doctor has been created in Office 365. The user account for the doctor must be available only in the QA environment.

- A change in process has caused a Status field to be unnecessary to display on the Patient form.

HOTSPOT

You need to configure the capability for doctors to add medications.

How should you complete each configuration? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

42. You need to ensure that the nurse is able to retrieve patient records within the All Patients View screen.

Which view should you modify?

Advanced Find

All Patients

Quick Find

Lookup

43. DRAG DROP

You need to simplify navigation for the doctors, nurses, and office staff.

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. NOTE: More than one order of answer choices is correct. You will receive credit for any of the correct orders you select.

44. Testlet 4