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Case Study 5 – Alpine Ski
Alpine Ski House sells a variety of ski and outdoor equipment, including apparel and digital content to retailers and wholesalers located in the United States. The central distribution center, accounting and customer service center are located in the company’s headquarters building in the state of Colorado. The company also has an additional warehouse in the state of New York. The company is known for its customer-friendly policies.
Current environment
Alpine Ski House currently has an outdated accounting system that is not connected to the New York warehouse.
The warehouse system contains inventory quantities, but does not have costing, therefore the FIFO principles are applied through spreadsheet calculations at month end.
Alpine Ski House has worked to create a future state roadmap as a foundation for growth. They have decided to implement Dynamics 365 cloud applications and must limit the amount of on premises hardware as they are not staffed for support. They are expecting to implement required devices for warehouse applications to support WMS only.
The customer service center places phone orders on behalf of wholesalers and retailers.
The customer service team provides concierge services to the top 20 largest customers. Each customer service team member is assigned to 5 customers as the customer’s dedicated customer service representative.
The call center has a phone system that records calls and stores the call duration.
Data is a combination of systems that are disconnected to include warehouse and accounting. Customer records and consumer records are stored in the call center third-party system. Excel spreadsheets are used for consolidated reporting from these systems.
Alpine Ski House must enable business partners to place their own B2B orders on the web as well as manage their own users.
The company has decided to expand distribution to Banff, Alberta and create a new operating legal entity in Canada. This expansion must be planned for as part of the solution, as it will be up and running six months after the initial US company is operating on the new applications.
Applications and environment
Required applications must align to the future state roadmap.
Business partners must have the ability to onboard their own users for placing orders on the web.
The Canadian company must use the same base data as the US operating company and must be set up in the same instance.
Sales order history data must not be imported. All current and future orders must be migrated to the new system.
Master data for customers must be migrated from both the call center third-party system as well as the accounting system. You identify the following requirements:
– The mapping fields for customer records in both systems are the same, except the accounting system which has three additional fields that must be mapped.
– Duplicate records must not be imported.
Cutover plan
– User1 reports that sales orders will be open and not shipped at the time of cutover to production. There are 20 orders expected to be open.
Customer service
Concierge customer service reps must be able to access customer records for all customers in their customer group.
Customer service reps must be able organize how information is presented when they sign into the new system.
Security must be applied to the customer service reps as a group and must not be applied at the individual level.
Return policies
Sporting equipment is warranted by the manufacturer and must not be returned to Alpine Ski House warehouse. Alpine Ski House does not strictly enforce this policy. Exceptions to the policy are allowed with manager approval.
Customer service must track reported issues with sporting equipment to identify trends.
Customers can exchange apparel, but refunds must not be permitted. Any consumer exchanges must occur directly through Alpine’s call center and cannot be returned to a physical store.
Exchange policies
All consumer calls must be logged for tracking purposes. The customer service representative will determine if there is an exchange, or if the consumer should be redirected to the manufacturer. Digital content is final sale only. All complaints must still be tracked.
Returns and replacement orders must be processed through the warehouse. Consumer information for returns and replacement orders does not need to be stored.
A record of the location where the consumer purchased the product must be stored for tracking purpose.
The customer service reps must be able to view the order status for delayed shipments or orders that have been shipped but not invoiced. They need to have shortcuts to view this information.
Returns or credits for a concierge customer that are not from a consumer do not require notifications to the concierge representative.
Web orders must be limited to B2B, and consumers web access must not be required for order placement.
The call center must track the call minutes in the phone system by customer number.
The system must send the following notifications:
– Dedicated concierge representative must be automatically notified when an exchanged product has shipped. The concierge representative must set up the alert.
– External customers must be notified of the new consumer exchanges. The notification must integrate into the customer’s third party dashboard and must not be sent as an email notification.
Customer Service
The customer service center is overloaded with frequently asked questions (FAQ’s) that are consuming resources and creating issues with customer service levels.
Alpine Ski House has decided to deploy an automated FAQ website because they do not have sufficient staff resources to manage customer interactions. All automated interactions must be stored for 30 days.
The company has decided to extend its concierge program to the top 25 customers. A new representative has been hired and requires the same screen layout as other team members.
When new customers are created in the system, the customer number must automatically pass to the call center phone system.
The implementation is expected to take 12 months. Alpine Ski House wants to ensure that when they go live, they are on the most current available update of Dynamics 365. Testing must occur in the various stages of the implementation. You identify the following testing requirements:
– Platform updates will be applied, and business processes will be verified to perform as expected, either manual or automated where possible against stored task recordings.
– Development must be completed by the 10th month. Developers must perform initial testing code that they create.
– When development is completed, all processes in the system must be tested by the user group.
Due to competing demands for the project team, the company wants to automate as much of the testing as possible.
The project manager is concerned that a critical field must have validation scripts run against it during automated testing. The developers will be required to write the custom validation scrip. The user creating the test script must document the step in the test script that the specific validation script must be run for the developers.
The project manager wants to put a control in place to ensure that once the automated testing is established the test scripts are not modified or overwritten.
You need to determine chain applications are required for the Alpine SKi House solution.
Which Dynamics 365 apps should you use?

A. Dynamic 365 Finance, Dynamic 365 Supply Chain Management, and Dynamics Project Operations
B. Dynamics 365 Finance, Dynamics 365 Supply Chain Management, and Dynamics 365 Commerce
C. Dynamics 365 Finance and Dynamics 363 Supply Chan Management
D. Dynamics 365 Supply Chain Management and Dynamics 365 Commerce
E. Dynamics 365 Finance, Dynamics 365 Project Operations, and Dynamics 365 Commerce

Answer: B
Required applications must align to the future state roadmap.
* Dynamics 365 Finance
Includes budgeting, project management, financials, and accounting for large, international companies.
* Dynamics 365 Supply Chain Management
A supply chain solution developed to evolve the trade, manufacturing, and supply chain processes.
* Dynamics 365 Commerce
To cover Customer Service etc.

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Hotspot Question
You are building a web app that will display the Microsoft Exchange Online Inbox of a user. The app will maintain a copy of the user’s Inbox data and regularly check for updates.
You need to configure the Microsoft Graph URI for the app. The solution must minimize network traffic.
How should you complete the request URI? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.


Box 1: https://graph.microsoft.com/
For Microsoft Graph, apps specify permissions prefixed with https://graph.microsoft.com/. For example, an app can request the Mail.Read permission by including
Box 2: v1.0/me/mailfolders/inbox/messages/delta
API versions
The Microsoft Graph API offers two versions: v1.0 and beta, while Outlook offers v1.0, v2.0, and beta. Microsoft Graph v1.0 matches Outlook v2.0, and Microsoft
Graph beta matches Outlook beta.
Microsoft Graph
First, the app has the user sign in to authorize the application. Because the app uses the Microsoft Graph scope Mail.Read, the authorization URL looks like the following: https://login.microsoftonline.com/common/oauth2/v2.0/authorize?scope=openid+Mail.Read&response_type=code&client_id=<SOME
GUID>&redirect_uri=<REDIRECT URL>
Once the app has an access token, it sends the following request: https://graph.microsoft.com/v1.0/me/mailfolders/inbox/messages?$top=1&$select=subject,from,receivedDateTime,isRead
Accept: application/json –
Authorization: Bearer <token>
delta – tracking changes (synchronization)
Both endpoints support querying collections for changes relative to a synchronization state. While the functionality is the same, the methods are slightly different.
On the Microsoft Graph endpoint, changes are queried by using delta queries. This is implemented as a delta function on the collection.

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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.
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 Dataverse Search to search for the word run.
Does the solution meet the goal?

A. Yes
B. No

Answer: A
Dataverse Search = Relevance Search.
Relevance Search brings the following benefits:
– Finds matches to any word in the search term in any field in the entity. Matches may include inflectional words, like “stream,” “streaming,” or “streamed.”
– Includes the ability to search documents found in Notes and Attachments on Emails and Appointments

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Drag and Drop Question
You are using Microsoft Excel to complete budget planning for the next fiscal year.
Budget template data must be gathered in real time from Dynamics 365 Finance during the budget planning process.
You need to create a budget planning template by using Microsoft Excel.
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.
Step 1: Enter data from the current year’s budget planning template.
Create a new template from existing data
Step 2: Add data connector fields.
Microsoft Excel can change and quickly analyze data. The Excel Data Connector app interacts with Excel workbooks and OData services that are created for publicly exposed data entities. The Excel Data Connector add-in enables Excel to become a seamless part of the user experience. The Excel Data Connector add-in is built by using the Office Web add-ins framework.
Step 3: Upload the template.
When you have your Excel template customized the way you want, you can upload it into Dynamics 365. Where you upload the template determines its availability.

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Case Study 3 – A culinary arts college
A culinary arts college trains world class chefs by offering a blend of theoretical and practical education. The culinary arts program enrolls two hundred students per term. The instructors split the students in groups of five to seven students, depending on the specialty selected. Each instructor is in charge of one group of students.
The college uses several systems to manage the student classroom activities. The college plans to implement a Microsoft Power Platform solution to replace the existing system. The goal is to align the cooking curriculum to the taste preferences of their subscribers and automate as much as possible to reduce administrative overhead.
The college has two revenue streams: student enrollment fees and work placement brokerage
lunch catering to businesses, school cafeterias and other consumers via subscriptions
Subscribers place orders from a menu published by the instructors. The menu displays all the dishes and quantities that students will create during a cooking lesson.
The college partners with food banks to offer healthy meals to people in need. Students participate in the packaging and safe storage of any leftovers meals and notify the food banks about available meals. If 85 percent of the meals produced during a week sell out, the college makes the remaining 15 percent available to food banks only.
Current environment
Current systems
The college manages subscribers and their dish preferences by using a SQL Server-based app that is hosted in the college’s on-premises datacenter. Each week, data is extracted as a Microsoft Excel workbook and distributed to instructors.
Recipes are stored as Microsoft Word documents in SharePoint libraries. Access to recipes is restricted to instructors and students.
The college uses Microsoft 365 for emails, classroom and kitchen bookings, and document management.
Students will use a Microsoft Outlook calendar to see their group’s schedule and to collaborate with instructors and other students.
Current environment
Current processes
Instructors use Microsoft Excel workbooks to capture class attendance information for cooking classes.
Instructors develop the culinary arts program and refine it periodically.
Instructors are responsible for monitoring kitchen processes.
Instructors order the ingredients in bulk from food distributors. The instructors define threshold quantities that trigger inventory replenishment.
Students self-organize in teams and brainstorm to produce new recipes.
Students earn credits faster if they create new recipes in their specialty and the new recipe gains enough votes from subscribers.
Current environment
Cooking classes
Each cooking class has a start date, a start and end time, a minimum and a maximum number of participants, and a cuisine specialty.
Students select one main cuisine to specialize in when applying for enrollment.
Students participating in a cooking class can participate as a chef or as a helper. There is only one chef per session. Everyone else is a helper.
Instructors select the chef and recipe for each cooking class and distribute a link to the recipe document before each class.
Each instructor performs quality checks on dishes that are offered for sale and evaluates both the chef and the helper.
Current environment
The college offers the following types of subscriptions based on a client’s commitment to order:
– Public `” lunch orders placed between 10:00 AM and noon from an open menu, subject to availability. Most occasional and high-volume subscribers became fans of the college after ordering from the public subscription.
– Occasional subscribers `” a fixed number of meals, either monthly or weekly.
– High volume `” businesses that provide their staff free lunches every workday.
A group of 25 business subscribers each order an average of 2,000 meals per day.
The number of occasional subscribers varies daily.
The college generates a QR code for high-volume subscribers to allow staff to vote for their favorite dishes.
Class management
The solution must track credits earned by the students.
Students require a fixed number of credits in the chef’s role to gain the cuisine specialization. Students can acquire credits by using any of the following methods:
– fans of the college
– number of hours in practical sessions as helpers
– number of hours as chefs
– popular votes from dishes prepared as chefs
– marks from the class instructor
Students must confirm their attendance by selecting Start at the beginning of each class and selecting Done at the end of the class.
The student’s total number of practice hours and credits earned must display in the app.
Students team up together to create new recipes and must keep their recipes confidential.
The instructors photograph dishes that pass quality checks and upload the photographs to the daily menu that is made available to subscribers.
Dish votes are counted based on the number of people who marked the dish as a favorite.
The college requires a lively visual that displays marketing data on their public-facing website.
The subscriber administrators must approve the credit terms for high-volume subscribers.
Occasional and high-volume subscribers must be able to place orders online.
Subscribers should be able to mark a dish as favorite directly from their order.
Food management
Instructors must be able to reserve the quantities of ingredients that they require for cooking sessions.
Each ingredient has a primary unit of measure for bulk ordering and a second unit of measure for using in a recipe. (For example, flour in pounds when ordering and in cups for use in a recipe).
The app must display the current inventory and reserved quantities for each ingredient needed for a recipe. The display must be consistent for appropriate roles.
Food banks must be able to access the food pool online and place their orders from a filtered list based on their location.
The college must replace the food bank notifications with an automated system that food bank users can access directly from the college’s public website.
The app must use a chatbot to replace the food bank notifications so that food bank users can see food available for pickup by food banks.
One instructor discovers discrepancies in the ingredient inventory and requests the standardization of the units of measures for all ingredients. Each time an ingredient is used in a recipe, the secondary unit of measure must be populated and be read only.
Students report that they are not able to see their total practice hours in the app.
You need to implement reporting to support the college marketing efforts.
Which type of dashboard should you use?

A. Interactive
B. Model driven
C. Power BI
D. Power BI
E. Power BI

Answer: C

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You have several Conditional Access policies that block noncompliant devices from connecting to services.
You need to identify which devices are blocked by which policies.
What should you use?

A. the Setting compliance report in the Microsoft Endpoint Manager admin center
B. Sign-ins in the Azure Active Directory admin center
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Hotspot Question
You have on-premises datacenters in New York and Seattle.
You have an Azure subscription that contains the ExpressRoute circuits shown in the following table.

You need to ensure that all the data sent between the datacenters is routed via the ExpressRoute circuits. The solution must minimize costs.
How should you configure the network? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.


Box 1: Global Reach
ExpressRoute Global Reach is the service where if you have two datacenters, which are located at different geo-locations and both are connected to Microsoft Azure via Express Route then these two datacenters can also connect to each other securely via Microsoft’s backbone.
FastPath is designed to improve the data path performance between your on-premises network and your virtual network. When enabled, FastPath sends network traffic directly to virtual machines in the virtual network, bypassing the gateway.
Box 2: Private
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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?

A. Microsoft Visual Studio
B. Maker portal
C. Advanced Find
D. System Settings

Answer: C

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When you design an AI system to assess whether loans should be approved, the factors used to make the decision should be explainable.
This is an example of which Microsoft guiding principle for responsible AI?

A. transparency
B. inclusiveness
C. fairness
D. privacy and security

Answer: A
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A company wants an application that meets the following requirements:
Display the latest news about the company.
Recommend leads to sales team members.
You need to identify an application to meet the requirements. What should you recommend?

A. Dynamics 365 Customer Service
B. Linkedln Campaign Manager
C. Dynamics 365 Sales Insights
D. Linkedln Sales Navigator

Answer: C

A company uses Dynamics 365 Sales.
You disqualify a lead. On a later date, the lead shows interest in buying a product that the company sells.
You need to convert the lead to an opportunity and retain all available history.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Qualify the closed lead as an opportunity.
B. Qualify the reactivated lead to an opportunity.
C. Convert the copied lead to an opportunity.
D. Use the Reactivate Lead functionality to reopen the lead.
E. Create a copy of the lead with data from the original lead.

Answer: AB

Which three capabilities are included in Dynamics 365 Marketing? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

A. Qualify leads
B. Case management
C. Dynamics 365 Connector for Linkedln
D. Project quote management
E. Event management

Answer: ACE

A company uses social media for marketing.
The company wants to use out-of-the-box Dynamics 365 Marketing functionality to streamline social media marketing.
You need to determine the supported social media activities.
Which action is supported?

A. Gel notified when a company is mentioned.
B. Schedule a post to be published in the future.
C. Analyze the sentiment of posts about a company.
D. Automatically follow another account when a specified condition is met

Answer: B

A company implements Dynamics 365 Customer Service for their support desk.
Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.
You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.
What should you implement?

A. Service level agreements
B. Customer Service Insights
C. Power Automate to transfer cases
D. Knowledge base management

Answer: C

A potential customer delays their decision to commit to a big multi-year contract.
You want to find other colleagues who have interacted with the potential customer to discuss strategies.
Which app should you recommend?

A. Customer Service Insights
B. Sales Insights
C. Power Virtual Agents
D. Market Insights

Answer: B

You are a consultant working with a company that sells sporting equipment.
The company uses Microsoft 365 and Dynamics 365 Sales.
You need to recommend tools that integrate with Dynamics 365 Sales and improve file collaboration.
What three tools should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Power BI
B. SharePoint Online
C. OneDrive for Business
D. Microsoft Teams
E. Power Automate

Answer: BCD

A company has a large number of technicians that work in the field.
You need to ensure that Dynamics 365 Field Service can automatically schedule work to minimize travel time for technicians.
What should you implement?

A. Schedule board
B. Unified routing for table records
C. Universal Resource Scheduling
D. Resource scheduling optimization

Answer: D

A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Number of hours
B. Number of cases
C. Initial response time
D. Hours of service

Answer: AB

A company uses Dynamics 365 Sales with out-of-the-box forms. Users must view logged phone calls and meetings for contacts.
Which feature includes phone calls and meetings?

A. Timeline
B. Contact information
C. Controls
D. Attachments

Answer: A

A company uses Dynamics 365 Sales.
The company plans to use Linkedln Sales Navigator to increase sales productivity and assist salespersons in their daily duties.
You need to identify potential decision makers for a sale.
Which Linkedln Sales Navigator feature should you use?

A. Related Leads
B. Top Card
C. Auto Capture

Answer: A

A company is working with a potential customer on a multi-year contract. The customer decides to delay their decision to commit to the contract.
You want to find other colleagues who have interacted with the potential customer so that you can discuss strategies with the colleagues to close the deal with the customer.
Which app should you recommend?

A. Power Virtual Agents
B. Sales Insights
C. Customer Service Insights
D. Market Insights

Answer: B

A company uses Dynamics 365 Sales. The company creates sales proposals as PDF documents.
The company wants multiple users to access the latest version of a sales proposal in Dynamics 365 Sales. Many users do not have access to Dynamics 365 Sales.
You need to recommend an app for the company.
Which app should you recommend?

A. Dynamics 365 Sales Insights
B. Microsoft Excel
C. Microsoft Outlook
D. Microsoft Teams

Answer: A

Sales representatives need a view of all of their customers and the statistics that relate to these customers.
You need to identify how to create visuals for sales representatives to analyze and compare the data for multiple accounts.
What are three possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create custom forms.
B. Embed Power Bl reports in a system dashboard.
C. Create charts.
D. Create reports in the report wizard.
E. Import Excel data.

Answer: BCD

A company uses Dynamics 365 Marketing. The company uses a third-party app to send email surveys to prospects to better understand their business needs.
There is currently no link to prospect records and users report that the survey management process is manual and is difficult to manage.
You need to automate the survey process and streamline collection and analysis of responses.
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. Use Customer Voice to compile results from the existing third-party app.
B. Use Power Automate to automatically send Customer Voice surveys.
C. Create a survey in Dynamics 365 Marketing and create a campaign to send it to out and collect data.
D. Use Customer Voice to collect and analyze survey results.
E. Create surveys in Dynamics 365 Marketing by using Questionnaire.

Answer: DE

Drag and Drop Question
Dynamics 365 Customer Service has the following requirements:
– Issues created on a website must be added to Dynamics 365 Customer Service.
– A customer must be limited to opening no more than 10 issues a month.
– Escalations must be organized into an area that ensures managers can view escalated issues.
You need to identify the areas in the system that meet the requirements.
Which area should you identify? To answer, drag the appropriate areas to the correct requirements. Each area 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.


Hotspot Question
A company uses Dynamics 365 Marketing. The company wants an automated solution to test two email designs before launching the entire email campaign.
You need to recommend a solution for the company.
What should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.


Hotspot Question
An air-conditioning repair company uses Dynamics 365 Field Service, Customers and users report several issues.
What should you use to resolve each issue? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.


Hotspot Question
A company uses Dynamics 365 Sales.
The sales process must use products.
You need to create the product catalog record type.
Which record types should you create? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.


Drag and Drop Question
You use Dynamics 365 Customer Service.
You plan to configure service-level agreements (SLAs) for cases.
Which feature should you use? To answer, drag the appropriate features to the correct scenarios. 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.


Drag and Drop Question
A company plans to implement Dynamics 365 Customer Service.
Dynamics 365 Customer Service uses terminology that is different than what the existing customer service solution uses.
You need to create a glossary for employees.
Match each item to its definition. To answer, drag the appropriate definition from the column on the left to its item on the right. Each item may be used once, more than once, or not at all. Each correct match is worth one point.


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You have a Microsoft 365 E5 subscription that uses Microsoft Teams and SharePoint Online.
You create a team and a SharePoint Online site for a new project named Project1.
You need to manage access to the team and the site. The solution must meet the following requirements:
– Members of Project1 must be able to control who has access to the team and the site.
– Only users in the subscription must be ab*e to request access to the team and the site.
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