1. Topic 1, Alpine SKi House Case Study

Background

Alpine SKi House is a boutique mountain resort that offers year-round spa and outdoor activities such as snow sports, hiking, mountain biking, and more. The resort has been family owned and operated for more than 50 years. The company has been able to remain profitable while not needing to adopt new technologies.

General

Booking at the resort have decreased. The company has decided to focus on creating a tailored, first-class experience for guest. The company also plans to target corporate meetings and events.

The company recently purchased a chatbot named FAQbot from AppSoure. The chatbot uses the resort’s existing FAQS

Communication

* Communication between staff members is primarily conducted through email and SMS text messages.

* Conversations between staff members and guest often lost.

* Conference calls are used for all group meeting

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

Check-in process

* 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.

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.

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 Many of the answers to the FAQ's are out of date.

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

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.

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.

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.

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.

Hotel policies and event inquiries

The portal must allow the guest to ask questions about hotel policies, event information, weather reports, and current weather condition at the resort.

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 quests 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 each day of their stay.

You need to add controls to the check-in solution for the health and wellness questions.

Which form control should you use?

2. You need to design the resort portal to meet the business requirements.

Which data source should you use?

3. HOTSPOT

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.

4. HOTSPOT

You need to design the resort portal's email registration process.

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

5. HOTSPOT

You need to design and create the solution for gathering contact information from guests for marketing purposes.

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

6. You need to create the FAQ solution content

What should you do first?

7. HOTSPOT

You need to design the guest check-in solution.

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

8. Topic 2, Misc. Questions

The sales manager receives a list of leads from a partner company monthly. The field names that are provided do not match the fields in Dynamics 365. A data map does not exist.

You need to import the leads without changing the data from the partner company.

What should you do?

9. A company has a custom website.

You need to embed a Power Virtual Agents chatbot into the website.

What should you use?

10. 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 creating Power Virtual Agents chatbot that captures demographic information about customers.

The chatbot must determine the group a customer belongs to based on their age.

The age groups are:

✑ 0 - 17

✑ 18 - 25

✑ 26 - 35

✑ 36 - 55

✑ 55 - 100

You need to configure the chatbot to ask a question that can be used to determine the correct age group.

Solution: Create a custom Age group entity and synonyms for each individual age in the corresponding item. Use Age group for Identify in the question.

Does this meet the goal?

11. DRAG DROP

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.

12. You are designing a Power Virtual Agents chatbot.

You observe that the environment you plan to use does not appear as an option in the Power Virtual Agents user interface.

You need to ensure that you can create the chatbot in the environment that you want to use.

What should you do?

13. 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?

14. HOTSPOT

You manage the Dynamics 365 environment for a company.

You need to ensure that there are no leads for a customer before you create a new opportunity for the customer.

How can you use duplicate detection rules to achieve this goal? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

15. HOTSPOT

You need to design the FAQ solution to handle unknown responses.

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

16. HOTSPOT

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.

17. You have a canvas app that allows users to view, select and purchase products. The app uses a Gallery control to display products and checkboxes that allow users to select products.

When users select items from the product catalog, they move to a different screen to complete a purchase.

Users must be able to clear all product selections when they click the button.

You need to configure the button.

What should you do?

18. You are creating a Power Virtual Agents chatbot that uses multiple topics.

Each user interaction can reference more than one topic.

You need to be able to capture a value in an initial topic and use it in subsequent topics.

Which type of variable should you create?

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?

20. You manage the Dynamics 365 Customer Service environment for an organization.

Microsoft SharePoint will not be deployed in the environment for a year.

You need to integrate Microsoft Office 365 solutions with the Dynamics 365 instance to help the sales team with internal collaboration efforts.

Which three solutions can you currently implement? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point. NOTE: Each correct selection is worth one point.

21. HOTSPOT

You configure an alert in Power Bl.

You need to alert users when the value of a tile exceeds a threshold.

To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

22. You are creating a canvas app.

A user will click a button on each screen of a Power Apps app to proceed to the next screen.

You need to implement an action that selects the next screen that the user sees.

Which event should you handle?

23. HOTSPOT

A company plans to implement AI Builder to add intelligence to several business processes.

Each business process uses different sources and produces different outputs.

You need to determine which AI Builder model types to use.

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

24. DRAG DROP

You are a Dynamics 365 Customer Service help desk administrator.

Cases entered in forms require different types of data to be stored in different types of fields.

Y ou need to create forms for each of the following case typ es:

Which form types should you create? To answer, drag the appropriate form types to the 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.

25. DRAG DROP

A company uses Common Data Service to store sales data.

For the past few quarters, the company has experienced a decrease in sales revenue. The company wants to improve sales forecasting.

The company plans to use Al Builder to implement the solution. You select fields that will be used for prediction.

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.