microsoft pl-600 online test

Question 1 Topic 1, Case Study 1Case Study Question View Case

DRAG DROP
You need to recommend the appropriate messaging channel solutions for the organization.
What should you recommend? To answer, drag the appropriate messaging options to the correct user types. Each
messaging 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.
Select and Place:

Answer:

Explanation:
Box 1: Omnichannel for Customer Service dashboard
Scenario: Workers must be able to communicate in near real-time with worker support agents.
The company has a team or worker support agents that respond to inquiries from current and prospective workers. Some of
the worker support agents are multilingual.
If you choose to expand your customer service offering to provide chat and channels, the Customer Service workspace
seamlessly adjusts to support managing conversations as well.
Note: As an agent with the Customer Service Representative security role, when you open Customer Service workspace,
you start on the Customer Service Agent Dashboard unless your administrator has changed the default view. This
dashboard shows you your active cases, cases you can work in queues you are assigned to, and your open activities. You
can open existing cases and activities or begin working new cases from the queues you are assigned to and create
activities.
Box 2: Dynamics 365 Customer Service
Scenario: First Up uses an on-premises system to manage current and historical patient data including medications and
medical visits.
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/csw-overview

Question 2 Topic 1, Case Study 1Case Study Question View Case

You need to recommend a reporting solution for the organization.
Which two options should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A. AI Builder
• B. SQL Server Reporting Services (SSRS)
• C. Dynamics 365
• D. Power BI

Answer:

B C

Explanation:
Scenario:
The reporting and analytics team must be able to create reports that include data from all facilities and all workers.

Management reports must present an overview of the entire organization. Other reports may be limited to specific offices.

B: Power Apps apps can include reports that provide useful business information to the user. These reports are based on
SQL Server Reporting Services and provide the same set of features that are available for typical SQL Server Reporting
Services reports.
C: Microsoft Dynamics 365 online and Model-Driven PowerApps offers several advanced reporting options. Advanced
reports are often necessary when business requirements demand complex calculations, returning multiple data sets,
grouping large sets of data based on rules, and retrieving data from different data sources.
Incorrect Answers:
D: Scenario: Users cannot view Power BI reports within the Power Platform apps.
Note: Power BI enables data insights and better decision-making, while Power Apps enables everyone to build and use apps
that connect to business data. Using the Power Apps visual, you can pass context-aware data to a canvas app, which
updates in real time as you make changes to your report.
Reference: https://docs.microsoft.com/en-us/powerapps/maker/model-driven-apps/add-reporting-to-app
https://powerusers.microsoft.com/t5/Building-Power-Apps/Creating-SSRS-Report-for-Model-Driven-PowerApps/td-p/621866
https://docs.microsoft.com/en-us/powerapps/maker/canvas-apps/powerapps-custom-visual

Question 3 Topic 1, Case Study 1Case Study Question View Case

You need to recommend a solution for handling data entry requirements for the mobile audit teams.
What are two possible ways to achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A. Canvas app within Power Apps Player
• B. Canvas app within a browser
• C. Dynamics 365 Field Service app
• D. Dynamics 365 App for Outlook

Answer:

A B

Explanation:
Scenario:
Audit teams must have the ability to view worker information on their mobile devices.
Audit teams must be able to record data during visits to locations where workers are placed.
When you create an app, or someone shares an app with you, you can run that app on the Power Apps mobile app or in a
web browser.
Reference: https://docs.microsoft.com/en-us/powerapps/user/run-app-browser

Question 4 Topic 1, Case Study 1Case Study Question View Case

DRAG DROP
You need to recommend solutions to meet the organizations communication needs.
What should you recommend? To answer, drag the appropriate technologies to the correct groups of users. Each technology
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:

Answer:

Explanation:
Box 1: Microsoft Teams
First up employees must be able to contact each other by using a secure system to ask and answer questions about medical
cases.
Microsoft Teams key capabilities:
Connected

Secure

Managed Collaborative and productive


Box 2: Microsoft 365 Business Voice
Workers must be able to communicate in near real-time with worker support agents.
Microsoft 365 Business Voice makes it easy for small and medium organizations to turn Microsoft Teams into a powerful and
flexible telephone system. It's a replacement for traditional telephony providers and in-house phone systems that can be
difficult and costly to manage.
Reference:
https://docs.microsoft.com/en-us/microsoft-365/solutions/empower-people-to-work-remotely https://docs.microsoft.com/en-
us/microsoftteams/business-voice/whats-business-voice Perform solution envisioning and requirement analyses

Question 5 Topic 2, Case Study 2Case Study Question View Case

You need to recommend a solution for agents when working with customers to make reservations.
What should you recommend?

• A. task flows
• B. Business Process Flows
• C. workflows
• D. Power Automate

Answer:

B

Explanation:
Business process flows provide a guide for people to get work done. They provide a streamlined user experience that leads
people through the processes their organization has defined for interactions that need to be advanced to a conclusion of
some kind.
Use business process flows to define a set of steps for people to follow to take them to a desired outcome.
With business processes flows available as an entity, you can now use advanced finds, views, charts, and dashboards
sourced from business process flow data for a given entity, such as a lead or opportunity.
Scenario:
Agents need a solution to replace paper reservation checklists.

Agents need dashboards to show a current count of all reservations on the entity.

Agents need a way to track reservation issues.

Agents need a visual indicator in the interface to determine the reservation step to provide a seamless customer

experience.

Question 6 Topic 2, Case Study 2Case Study Question View Case

You need to select an appropriate app for Relecloud.
Which app should you recommend?

• A. Dynamics 365 Field Service
• B. Dynamics 365 Sales
• C. Dynamics 365 Project Operations
• D. Dynamics 365 Customer Service

Answer:

D

Explanation:
Microsoft Dynamics 365 Customer Service is a module for customer service automation that streamlines case and
knowledge management, enables personalized customer service with a 360-degree customer view, and provides visibility
into customer service department performance with dashboards and reports.
Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/overview

Question 7 Topic 2, Case Study 2Case Study Question View Case

You need to provide the IT specialists with design diagrams.
What should you provide?

• A. Business process modeler (BPM)
• B. AI Builder
• C. Entity relationship diagram (ERD)
• D. Dynamics 365 Product Visualize

Answer:

A

Explanation:
Scenario: IT specialists want to design Power BI reports. They need to understand the underlying table relationships of the
system.
Business process modeler (BPM) in Microsoft Dynamics Lifecycle Services (LCS) is a tool that you can use to create, view,
and modify repeatable implementations that are based on business process libraries. BPM helps you align your business
processes with industry-standard processes that are described by the American Productivity & Quality Center (APQC)
Incorrect Answers:
D: Product Visualize is a powerful tool of Dynamics 365 that uses augmented reality to aid the sales process where sellers
are able to show customers a product right from their sales workflow on a mobile device.
Reference: https://docs.microsoft.com/en-us/dynamics365/fin-ops-core/dev-itpro/lifecycle-services/bpm-overview

Question 8 Topic 2, Case Study 2Case Study Question View Case

DRAG DROP
You need to propose a solution for form requirements.
What should you recommend? To answer, drag the appropriate solutions to the correct requirements. Each solution 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:

Answer:

Explanation:
Box 1: Field controls
You must standardize the format used by agents to enter customer phone numbers.
Box 2: Workflow
Log issues as cases. The case form must show variable sections based on the case type.

Question 9 Topic 2, Case Study 2Case Study Question View Case

HOTSPOT
You need to recommend a collaboration tool for each group.
Which tool should you use? To answer, select the appropriate tool in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

Answer:

Explanation:
Box 1: Microsoft Teams
Maintenance supervisors must not have access to Dynamics 365 Customer Service. The supervisors must be able to
communicate with the contracts team about contracts.
Box 2: Dynamics 365 Workspace
Aircraft maintenance vendors must have only view and upload privileges to their invoices and receipts.
The Expense management mobile workspace lets users capture and upload a receipt, so that they can attach it to an
expense report later.
Reference: https://docs.microsoft.com/en-us/dynamics365/project-operations/prod-exp/expense-management-mobile-
workspace

Question 10 Topic 2, Case Study 2Case Study Question View Case

You need to recommend a feature that erases agent workloads and resolves reported issues.
What should you recommend?

• A. Dynamics 365 Customer Service default functionality
• B. Microsoft AppSource
• C. Microsoft Store

Answer:

A

Explanation:
Scenario: Agents need a way to track reservation issues.
Use Dynamics 365 Customer Service to:
Track customer issues through cases

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/overview