Free MB-300 Exam Braindumps

This Exam Topic does not have a case study.

Introductory Info
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 questions in 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 rst question in 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
Liberty's Delightful Sinful Bakery & Caf © is a baked goods company headquartered in Denver, Colorado. The company has 200 locations around the United
States.
Contoso, Ltd. purchases a majority stake in Liberty's. As part of this acquisition, Contoso, Ltd. plans to implement Dynamics 365 Finance, Dynamics 365 Supply
Chain Management, and Dynamics 365 Retail to support the rapid future growth. Streamlined business processes will be implemented to replace manual processes and Microsoft Excel.
Contoso, Ltd. already has 10 legal entities that use all Dynamics 365 modules in a single tenant. Liberty's will exist within the Contoso, Ltd. tenant as its own legal entity and Lifecycle Services (LCS) project. All environments are cloud based.

Current environment: General
Contoso, Ltd. uses One Version for detailed regression test planning. The testing plan is fully automated by using the Regression Suite Automation Tool (RSAT).
There is a standardized set of core business processes in a single Business Process Library and functionality-speci c business process libraries for the various
Contoso, Ltd. businesses.
Current environment: Environments
The following links are used to connect to Contoso, Ltd.'s environments:
Microsoft SharePoint: https://Libertys.sharepoint.com
Dynamics 365: https://LibertysAos.cloudax.dynamics.com
Microsoft Azure Dev Ops: https://Libertys.visualstudio.com
Microsoft O ce 365: https://Libertys-my.sharepoint.com
The company uses the following Dynamics 365 version: 10.0.6/Update 30.

Current environment: Operations
Excel is used extensively by Liberty's and there are many experienced Excel users in the organization. Many users have altered the existing Excel sheets for their own purposes. There is no standard Excel workbook template.
Current environment: Current Work ows





Requirements: Business Processes/LCS
Liberty's needs to leverage as many existing Contoso, Ltd.'s business processes as possible to shorten the implementation lifecycle and create similarities between the organizations. There will be one master business process library for Liberty's. There are 100 user acceptance testing scripts. Fourth Coffee is one of
Contoso, Ltd.'s legal entities.
Liberty's has a business process library that contains a speci c set of functionality. Liberty's would like to use as an existing node in their core business process library.
Sales discounts for high-volume customers must be calculated by using prede ned Excel templates. Sales team members must be able to access the template directly from the sales order form.
Requirements: Data Import/Export
Any Excel templates need to be standardized and easily accessible. The integrity of shared templates must be strictly maintained. After the implementation, the core Liberty's team needs to be empowered to further identify future value-add opportunities for interacting and manipulating their data as future phase initiatives. Once they understand the data structures and capabilities, they need to start creating their own templates that meet their speci c needs.

Requirements: Work ow
A work ow to streamline the feedback of the customer experience is critical. Any negative experience needs to be quickly addressed. Any steps to rectify the customer concerns are handled o ine at the discretion of regional managers. As the company grows, customer history of vendor direct delivery performance must be documented to assure stakeholders that the company is monitoring vendor performance. Any actions to rectify the customer concerns must be approved prior to execution.

Requirements: Go Live/Cutover
Go Live date: October 1.
Cutover: Seven days before go live with daily delta imports occurring nightly. This process has been fully vetted and is operating properly.
Data Packages to migrate: Two.
Data Imports: Six hours total for all imports.
Performance testing: Liberty's team system administrator reports that they are not planning to conduct performance testing.

Requirements: Software updates
The customer cannot take updates during their busy season from November 1 - December 31. Any system downtime requires a noti cation to the users through the proper application management tool. 100% of user acceptance testing is required for any system update. The rst o cial update to the live software will be the third week of October.
Requirements: Regression testing
There will be no dedicated regression testing team after going live. They are dedicated prior to go live and anything that can be done to virtually eliminate the overhead of regression testing will be done prior to go live.

Requirements: Workspaces
A standard workspace will be assigned to each regional manager. The workspace will show the following information for stores associated with a regional manager:
Single detailed view of multiple components of their sales data
KPIs for regional sales goals
Drill down capabilities to inquire about the data
Any direct delivery special orders
Any negative inventory items
Regional managers may personalize workspaces as needed.

Issues
The current Open in Excel templates option on the All Customers form is missing several elds. It also contains several additional elds. This form must be replaced.
There was an issue with agreeing upon a supplemental organizational hierarchy used for sales reporting at go live. This hierarchy is exclusively for reporting purposes.
Customer surveys are conducted by using open-ended emails or in store comment cards from the regional managers at random. This process makes it di cult to consistently analyze satisfaction metrics.
There is a concern that there will be something that pops up stopping the go live. A list must be compiled describing notable risk points. A regional manager is asked to review a direct delivery sales order to determine whether it was created correctly in a test environment. The regional manager trainer cannot see the sales order in question by using the direct delivery sales order link in the user's workspace. Liberty's instance goes live successfully. In preparation for the rst update, several business scenarios were reported as failing in the validation testing. You are working with Microsoft support and reviewing potential xes to address the issues.

Introductory Info
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 questions in 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 rst question in 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
Relecloud is a cloud point of sale (POS) software company specializing in direct to consumer food stands. They have multiple business units using their new
Dynamics 365 Finance implementation including customer-facing representatives for account management, technical support, customer service, and nance.
There are two legal entities, one for operations and one for nancials. Customers pay for the Relecloud POS software monthly and everything is deployed in the cloud. The Dynamics instance URL is https://relecloud-prod.operations.dynamics.com. Munson's Pickles and Preserves Farm is a company that uses Relecloud's cloud POS software to sell their produce in farmers markets. Munson's was one of
Relecloud's rst customers, and Relecloud stocks their employee lunchroom with Munson's products. Munson's has also been subcontracting their employees to
Relecloud to help functionally build a best-in-breed solution. Munson's employees assume multiple organizational positions. Each employee has only a single email address by which people can contact them.
Current environment: System and IT
Dynamics 365 Finance was recently updated.
All recurring batch jobs in the system were removed and recreated.
The alert noti cation batch processing was recently changed from every 10 minutes to once every two hours.
Real-time reporting of the information is not needed.
Current environment: Customer Service
Customer credit requests are entered through the customer service team.
All requests must contain a date, time, reason for request, and customer service notes on initial recommendations for credit action. Customers have multiple points of contact who can enter support tickets to the Relecloud portal. Tickets are automatically generated in the support team's third-party system when they are created by support technicians.
The Dynamics 365 email client mail is used to correspond with customers.
Current environment: Technical Support/IT
The technical support team gets involved when technical issues arise with the Relecloud software. Service tickets are entered and get escalated to the team, depending on the issue.
Microsoft Flow is used for automating different workstreams.
Work ows are not con gured for the technical support request ows in Dynamics 365 Finance. Management and history of technical support tickets are handled in a third-party issue management solution. The technical service team manages issues related to the Relecloud POS as well as the Dynamics 365 application.
Current environment: Account Representatives
Each customer is assigned a single account representative.
Account representatives use multiple devices.
Only account representatives have the ability to approve credits.
All emails to customers come through their own Outlook instance.

Current environment: Finance
Customers do not have invoice accounts.
Only nance resources have the ability to enter credits.
Credits can be entered by any of the four nance resources assigned the Credits and Refunds security role. If the request has not been updated in four days, the request is escalated to the Controller. The account representative must be alerted when this occurs.
Requirements: Technical support/IT
Support technicians must use Microsoft's existing knowledge base to resolve open issues. If an issue exists, support technicians must report the status of the issue on a weekly basis. If there is no existing support request, support technicians must create one for Microsoft evaluation.
All software must be installed centrally when possible.
The Dynamics 365 Finance production environment must have an update cadence of every second Saturday from 4-7 A.M. EST.
Updates must be tested in a separate environment.
Requirements: Account representatives
Account representatives must be able to see only the relevant customer elds and records automatically from their dashboard.

Account representatives must be able to export the list of customers to Microsoft Excel. Account representatives must be able to navigate to the customer master record for any editing or record entry tasks.
The forms must be relevant based on each account representative's needs.
Account representatives need a centralized location to see multiple data components. Account representatives require an o ine list of their current customers in Excel with only the elds they need. The IT Director must reassign all instances of an account representative's customer contacts if the representative leaves the company. An alert must be sent automatically to an account representative when a credit is issued or any data is changed on a customer's record.

Requirements: Financials
Any refund must be printed as a physical check.
All printers must be exclusive to the nancial legal entity.

Issues
Typing 'pickle' in the search box yields no returned results for the account representative. After the latest update, an account representative reports that he is no longer receiving alert noti cations when a customer's contact is changed.
An account representative has recently resigned.

Introductory Info
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 questions in 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 rst question in 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
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.

Requirements

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 elds for customer records in both systems are the same, except the accounting system which has three additional elds 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

General
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 nal 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 noti cations 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 noti cations:
- Dedicated concierge representative must be automatically noti ed when an exchanged product has shipped. The concierge representative must set up the alert.
- External customers must be noti ed of the new consumer exchanges. The noti cation must integrate into the customer's third party dashboard and must not be sent as an email noti cation.

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 su cient 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.

Implementation
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 veri ed 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 eld 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 speci c 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 modi ed or overwritten.

Introductory Info
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 questions in 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 rst question in 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

Current environment
Adventure Works Cycles is a high-end bicycle manufacturer in North America founded in 2010. The company has standard bicycles available year round in addition to limited-edition bicycle models released domestically several times per year to boutique retailers. The limited-edition bicycles are the most successful. They have high margins, are in high demand, and have a fervent following with the younger bicycle community that wants to make a social statement. Most consumers become aware of the other Adventure Works Cycles bicycles through these limited editions.
Adventure Works Cycles wants to triple its manufacturing capabilities and expand to countries/regions in South America, Western Europe, and United Arab
Emirates (UAE) over the next few years.

General
To facilitate these expansions, Adventure Works Cycles has decided to invest in Dynamics 365 Finance, Dynamics 365 Supply Chain Management, and the
Power Platform products to digitally innovate from a custom-built enterprise resource plan (ERP), and Microsoft Excel worksheets. Adventure Works Cycles sells only to North America and Canada but still cannot keep up with current demand. Over time, market expansion will be the only way to remain pro table.
Expansion has been limited in the past due to legal requirements and regulations around document formatting and the lack of a developer. Adventure Work Cycles has no capabilities or budget to undertake any development past the Excel formula-level tasks.
There are no formal change management procedures.

Sales
There are three distinct sales teams:
An internal sales team (B2B)
- Sells to retailers.
- Submits orders via EDI, email, or call-in.
A street sales team (B2C)
- Sells directly to high pro le or social media in uencer consumers.
- Provides customers with discounts or has marketing arrangements in exchange for driving sales to retailer-direct sales channels
- Submits orders by using email or call-in because pricing and terms must be negotiated.
An Adventure Works Cycles administrative sales team
- Has same responsibilities and activities as the internal sales team.
- Coordinates the management activities of the B2B and B2C teams.
Products
Before new bike models are unveiled through social media, it can be di cult for the street team representatives to show customers and retailers the new products with the most up-to-date information because the product is still being manufactured.
Often the data and images for the products are out of date.
The internal sales team uses the Dynamics 365 Supply Chain Management product from to show this information to customers. For questions about bike-speci c warranties and service level agreements, consumers can contact Adventure Works Cycles directly through the active
Adventure Works Cycles social media pages. The company expansion will put a strain on the manual interactions of answering questions.
Information and attributes change often.

International compliance
Sales are currently restricted to the US only.

Requirements

General
No coding is in scope for the project.
Change management operations need to be implemented.
A One Version strategy needs to be implemented.
The most critical business processes must never break when the software updates to the newest version.

No third-party testing tools will be used. Adventure Works Cycles wants to use everything in the Microsoft stack if there is an option available. Because the company is at capacity with the overwhelming demand, the testing process must be done without users running through the processes every time the software updates.
With the different bike con gurations, Adventure Works Cycles would like to use a single business process but test against 10 different data con gurations to streamline errors against data variations in the manufacturing process.

Data administrator
A single person, the Adventure Works Cycle data administrator, will be tasked with owning all reporting and data tasks. This one person will need to intimately know all entities and elds, in addition to any changes in the new versions of the software. Adventure Works Cycles users will inquire with the data administrator about certain data they need to view. The data administrator needs to quickly search data entities by eld names and advise users on how to extract data into their own Excel templates for ad hoc reporting and data management tasks.

Data migration
The data cleansing and loading into Dynamics 365 will be done by the Adventure Works Cycles data administrator. With the many changes for the products and data, imports for the data loads must be repeatable and consistent.
The different data loading components will all be done at one time.
After the import order and cadence is done correctly in a test environment, that same process must be reliably replicable for the golden con guration, in addition to any environment refreshes going forward.
Any errors on the data loading must identify the issue for the person to address and x for future loads.

Sales
The sales street team must be able to view and edit (only product descriptions) near real-time information from the Dynamics 365 system about products on their personal mobile phones.
No street team representatives will have access to the Dynamics 365 Supply Chain Management application, but they must be able to enter orders and update customer information into the system without Adventure Works Cycles assistance. The Adventure Works Cycles internal sales support team must be able to see all street team sales orders entered to provide support, but the internal team should not see any information around the commissions con gured on the orders. The sales support team must be able to see all orders and elds for the different sales teams. No other security differences from a Dynamics perspective are needed.

Products
Warranty and Service Level Agreements stored in Dynamics 365 for the different products must not be exposed directly to sales representatives. The representatives must be able to pose questions from customers and retailers and get answers back almost immediately. Any opportunity to extend this type of product inquiry and support mechanism to customers and retailers must be evaluated. The data for all of the product information must be easily extractable back into Excel.
International compliance
Payments and invoices inbound and outbound must be converted or translated to the correct localized format Regardless of regulatory compliance, the customer-facing business documents must have a unique template for each country that can be designed within
Microsoft O ce applications. These documents must be embedded in Dynamics 365 forms for data export and con gurable by non-developers.

Introductory Info
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 questions in 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 rst question in 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
Liberty's Delightful Sinful Bakery & Caf © is a baked goods company headquartered in Denver, Colorado. The company has 200 locations around the United
States.
Contoso, Ltd. purchases a majority stake in Liberty's. As part of this acquisition, Contoso, Ltd. plans to implement Dynamics 365 Finance, Dynamics 365 Supply
Chain Management, and Dynamics 365 Retail to support the rapid future growth. Streamlined business processes will be implemented to replace manual processes and Microsoft Excel.
Contoso, Ltd. already has 10 legal entities that use all Dynamics 365 modules in a single tenant. Liberty's will exist within the Contoso, Ltd. tenant as its own legal entity and Lifecycle Services (LCS) project. All environments are cloud based.

Current environment: General
Contoso, Ltd. uses One Version for detailed regression test planning. The testing plan is fully automated by using the Regression Suite Automation Tool (RSAT).
There is a standardized set of core business processes in a single Business Process Library and functionality-speci c business process libraries for the various
Contoso, Ltd. businesses.
Current environment: Environments
The following links are used to connect to Contoso, Ltd.'s environments:
Microsoft SharePoint: https://Libertys.sharepoint.com
Dynamics 365: https://LibertysAos.cloudax.dynamics.com
Microsoft Azure Dev Ops: https://Libertys.visualstudio.com
Microsoft O ce 365: https://Libertys-my.sharepoint.com
The company uses the following Dynamics 365 version: 10.0.6/Update 30.

Current environment: Operations
Excel is used extensively by Liberty's and there are many experienced Excel users in the organization. Many users have altered the existing Excel sheets for their own purposes. There is no standard Excel workbook template.
Current environment: Current Work ows





Requirements: Business Processes/LCS
Liberty's needs to leverage as many existing Contoso, Ltd.'s business processes as possible to shorten the implementation lifecycle and create similarities between the organizations. There will be one master business process library for Liberty's. There are 100 user acceptance testing scripts. Fourth Coffee is one of
Contoso, Ltd.'s legal entities.
Liberty's has a business process library that contains a speci c set of functionality. Liberty's would like to use as an existing node in their core business process library.
Sales discounts for high-volume customers must be calculated by using prede ned Excel templates. Sales team members must be able to access the template directly from the sales order form.
Requirements: Data Import/Export
Any Excel templates need to be standardized and easily accessible. The integrity of shared templates must be strictly maintained. After the implementation, the core Liberty's team needs to be empowered to further identify future value-add opportunities for interacting and manipulating their data as future phase initiatives. Once they understand the data structures and capabilities, they need to start creating their own templates that meet their speci c needs.

Requirements: Work ow
A work ow to streamline the feedback of the customer experience is critical. Any negative experience needs to be quickly addressed. Any steps to rectify the customer concerns are handled o ine at the discretion of regional managers. As the company grows, customer history of vendor direct delivery performance must be documented to assure stakeholders that the company is monitoring vendor performance. Any actions to rectify the customer concerns must be approved prior to execution.

Requirements: Go Live/Cutover
Go Live date: October 1.
Cutover: Seven days before go live with daily delta imports occurring nightly. This process has been fully vetted and is operating properly.
Data Packages to migrate: Two.
Data Imports: Six hours total for all imports.
Performance testing: Liberty's team system administrator reports that they are not planning to conduct performance testing.

Requirements: Software updates
The customer cannot take updates during their busy season from November 1 - December 31. Any system downtime requires a noti cation to the users through the proper application management tool. 100% of user acceptance testing is required for any system update. The rst o cial update to the live software will be the third week of October.
Requirements: Regression testing
There will be no dedicated regression testing team after going live. They are dedicated prior to go live and anything that can be done to virtually eliminate the overhead of regression testing will be done prior to go live.

Requirements: Workspaces
A standard workspace will be assigned to each regional manager. The workspace will show the following information for stores associated with a regional manager:
Single detailed view of multiple components of their sales data
KPIs for regional sales goals
Drill down capabilities to inquire about the data
Any direct delivery special orders
Any negative inventory items
Regional managers may personalize workspaces as needed.

Issues
The current Open in Excel templates option on the All Customers form is missing several elds. It also contains several additional elds. This form must be replaced.
There was an issue with agreeing upon a supplemental organizational hierarchy used for sales reporting at go live. This hierarchy is exclusively for reporting purposes.
Customer surveys are conducted by using open-ended emails or in store comment cards from the regional managers at random. This process makes it di cult to consistently analyze satisfaction metrics.
There is a concern that there will be something that pops up stopping the go live. A list must be compiled describing notable risk points. A regional manager is asked to review a direct delivery sales order to determine whether it was created correctly in a test environment. The regional manager trainer cannot see the sales order in question by using the direct delivery sales order link in the user's workspace. Liberty's instance goes live successfully. In preparation for the rst update, several business scenarios were reported as failing in the validation testing. You are working with Microsoft support and reviewing potential xes to address the issues.

Introductory Info
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 questions in 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 rst question in 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
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.

Requirements

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 elds for customer records in both systems are the same, except the accounting system which has three additional elds 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

General
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 nal 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 noti cations 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 noti cations:
- Dedicated concierge representative must be automatically noti ed when an exchanged product has shipped. The concierge representative must set up the alert.
- External customers must be noti ed of the new consumer exchanges. The noti cation must integrate into the customer's third party dashboard and must not be sent as an email noti cation.

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 su cient 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.

Implementation
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 veri ed 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 eld 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 speci c 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 modi ed or overwritten.

Introductory Info
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 questions in 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 rst question in 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

Current environment
Adventure Works Cycles is a high-end bicycle manufacturer in North America founded in 2010. The company has standard bicycles available year round in addition to limited-edition bicycle models released domestically several times per year to boutique retailers. The limited-edition bicycles are the most successful. They have high margins, are in high demand, and have a fervent following with the younger bicycle community that wants to make a social statement. Most consumers become aware of the other Adventure Works Cycles bicycles through these limited editions.
Adventure Works Cycles wants to triple its manufacturing capabilities and expand to countries/regions in South America, Western Europe, and United Arab
Emirates (UAE) over the next few years.

General
To facilitate these expansions, Adventure Works Cycles has decided to invest in Dynamics 365 Finance, Dynamics 365 Supply Chain Management, and the
Power Platform products to digitally innovate from a custom-built enterprise resource plan (ERP), and Microsoft Excel worksheets. Adventure Works Cycles sells only to North America and Canada but still cannot keep up with current demand. Over time, market expansion will be the only way to remain pro table.
Expansion has been limited in the past due to legal requirements and regulations around document formatting and the lack of a developer. Adventure Work Cycles has no capabilities or budget to undertake any development past the Excel formula-level tasks.
There are no formal change management procedures.

Sales
There are three distinct sales teams:
An internal sales team (B2B)
- Sells to retailers.
- Submits orders via EDI, email, or call-in.
A street sales team (B2C)
- Sells directly to high pro le or social media in uencer consumers.
- Provides customers with discounts or has marketing arrangements in exchange for driving sales to retailer-direct sales channels
- Submits orders by using email or call-in because pricing and terms must be negotiated.
An Adventure Works Cycles administrative sales team
- Has same responsibilities and activities as the internal sales team.
- Coordinates the management activities of the B2B and B2C teams.
Products
Before new bike models are unveiled through social media, it can be di cult for the street team representatives to show customers and retailers the new products with the most up-to-date information because the product is still being manufactured.
Often the data and images for the products are out of date.
The internal sales team uses the Dynamics 365 Supply Chain Management product from to show this information to customers. For questions about bike-speci c warranties and service level agreements, consumers can contact Adventure Works Cycles directly through the active
Adventure Works Cycles social media pages. The company expansion will put a strain on the manual interactions of answering questions.
Information and attributes change often.

International compliance
Sales are currently restricted to the US only.

Requirements

General
No coding is in scope for the project.
Change management operations need to be implemented.
A One Version strategy needs to be implemented.
The most critical business processes must never break when the software updates to the newest version.

No third-party testing tools will be used. Adventure Works Cycles wants to use everything in the Microsoft stack if there is an option available. Because the company is at capacity with the overwhelming demand, the testing process must be done without users running through the processes every time the software updates.
With the different bike con gurations, Adventure Works Cycles would like to use a single business process but test against 10 different data con gurations to streamline errors against data variations in the manufacturing process.

Data administrator
A single person, the Adventure Works Cycle data administrator, will be tasked with owning all reporting and data tasks. This one person will need to intimately know all entities and elds, in addition to any changes in the new versions of the software. Adventure Works Cycles users will inquire with the data administrator about certain data they need to view. The data administrator needs to quickly search data entities by eld names and advise users on how to extract data into their own Excel templates for ad hoc reporting and data management tasks.

Data migration
The data cleansing and loading into Dynamics 365 will be done by the Adventure Works Cycles data administrator. With the many changes for the products and data, imports for the data loads must be repeatable and consistent.
The different data loading components will all be done at one time.
After the import order and cadence is done correctly in a test environment, that same process must be reliably replicable for the golden con guration, in addition to any environment refreshes going forward.
Any errors on the data loading must identify the issue for the person to address and x for future loads.

Sales
The sales street team must be able to view and edit (only product descriptions) near real-time information from the Dynamics 365 system about products on their personal mobile phones.
No street team representatives will have access to the Dynamics 365 Supply Chain Management application, but they must be able to enter orders and update customer information into the system without Adventure Works Cycles assistance. The Adventure Works Cycles internal sales support team must be able to see all street team sales orders entered to provide support, but the internal team should not see any information around the commissions con gured on the orders. The sales support team must be able to see all orders and elds for the different sales teams. No other security differences from a Dynamics perspective are needed.

Products
Warranty and Service Level Agreements stored in Dynamics 365 for the different products must not be exposed directly to sales representatives. The representatives must be able to pose questions from customers and retailers and get answers back almost immediately. Any opportunity to extend this type of product inquiry and support mechanism to customers and retailers must be evaluated. The data for all of the product information must be easily extractable back into Excel.
International compliance
Payments and invoices inbound and outbound must be converted or translated to the correct localized format Regardless of regulatory compliance, the customer-facing business documents must have a unique template for each country that can be designed within
Microsoft O ce applications. These documents must be embedded in Dynamics 365 forms for data export and con gurable by non-developers.

Introductory Info
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 questions in 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 rst question in 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
Wide World Importers (WWI) is an importer and supplier of fair trade, handmade home goods to independent retailers in North America. One of WWI's products was recently featured on several major television talk shows and has become very popular. As a result, WWI is expanding their prospective sales operations to new markets as well as engaging current customers in a more direct manner.

Current environment

Sales representatives
Sales representatives are highly competent users of this Dynamics 365 Finance implementation. They typically operate independently, but due to the recent high sales volume they must work together as a team. Sales representatives are not available to test the new business processes and security roles being introduced.
Customer and prospect data is currently stored in Excel spreadsheets.
Requirements: Functional requirements
A mechanism to facilitate an interactive step-by-step training guide within the Dynamics 365 application must be implemented. Tips and hints for data entry in the interactive training guide must also be included because most sales representatives will not be available for training prior to
implementation of the new functionality. They need to be able to use the functionality as soon as it is implemented.

Sales representatives must be able to see all report and form data for speci c sales and inventory reports and forms. Many sales representatives have applied individual changes to forms and reports, such as moved, added, and hidden elds. These changes are critical to the sales representatives' e ciencies and must remain in place. New processes must be standardized and documented according to current standards. Several sales representatives run custom queries on SSRS reports. Sales representatives must be able to see the default data as well as their custom queries for those reports.
Requirements: Power Apps initiative
A Power Apps also must be created and embedded on the customer form. The form displays other prospects who reside within a certain radius of the current customer. This functionality will be distributed on a per-request basis. A Power Apps app must be embedded in a feedback form within the Sales order form in Dynamics 365 Finance. The form must display questions for a sales representative to ask customers while reviewing their previous sales orders.
Requirements: Data import and export
WWI must consolidate and migrate all their data currently in Excel spreadsheets into the Dynamics 365 system. Sales managers must cleanse their region's prospects and bring them into the Dynamics 365 system by a speci ed date for nal analysis. Sales manager's data sheet templates must include the most recent data from the Dynamics 365 system. The managers must check for duplicate data.
The data templates used for data import must be intuitively located within the Dynamics 365 forms where the data primarily resides. For any other core data that must be imported, all test imports must be as repeatable and consistent as possible while data validation errors are identi ed and addressed.
Requirements: Technical requirements
The implementation must be done as quickly as possible with no development needed. A tool for project workstream, task management, and work stories must be implemented for the rapid deployment sprints, issues, and feature backlogs that will result from the implementation.
The solution must also facilitate automation of regression testing for the One Version business continuity initiatives.
Basic entity templates must be acceptable for imports.

Issues
The Dynamics 365 Commerce customer data cannot currently be accessed by a Power Apps data source. Several sales representatives have applied individual changes to forms, preventing the new business processes. All representatives should use the same form layouts.
Sales representatives report errors on a few existing sales reports. You identify that the criteria used to generate the reports is the root cause for the errors.

Introductory Info
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 questions in 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 rst question in 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
Wide World Importers (WWI) is an importer and supplier of fair trade, handmade home goods to independent retailers in North America. One of WWI's products was recently featured on several major television talk shows and has become very popular. As a result, WWI is expanding their prospective sales operations to new markets as well as engaging current customers in a more direct manner.

Current environment

Sales representatives
Sales representatives are highly competent users of this Dynamics 365 Finance implementation. They typically operate independently, but due to the recent high sales volume they must work together as a team. Sales representatives are not available to test the new business processes and security roles being introduced.
Customer and prospect data is currently stored in Excel spreadsheets.
Requirements: Functional requirements
A mechanism to facilitate an interactive step-by-step training guide within the Dynamics 365 application must be implemented. Tips and hints for data entry in the interactive training guide must also be included because most sales representatives will not be available for training prior to
implementation of the new functionality. They need to be able to use the functionality as soon as it is implemented.

Sales representatives must be able to see all report and form data for speci c sales and inventory reports and forms. Many sales representatives have applied individual changes to forms and reports, such as moved, added, and hidden elds. These changes are critical to the sales representatives' e ciencies and must remain in place. New processes must be standardized and documented according to current standards. Several sales representatives run custom queries on SSRS reports. Sales representatives must be able to see the default data as well as their custom queries for those reports.
Requirements: Power Apps initiative
A Power Apps also must be created and embedded on the customer form. The form displays other prospects who reside within a certain radius of the current customer. This functionality will be distributed on a per-request basis. A Power Apps app must be embedded in a feedback form within the Sales order form in Dynamics 365 Finance. The form must display questions for a sales representative to ask customers while reviewing their previous sales orders.
Requirements: Data import and export
WWI must consolidate and migrate all their data currently in Excel spreadsheets into the Dynamics 365 system. Sales managers must cleanse their region's prospects and bring them into the Dynamics 365 system by a speci ed date for nal analysis. Sales manager's data sheet templates must include the most recent data from the Dynamics 365 system. The managers must check for duplicate data.
The data templates used for data import must be intuitively located within the Dynamics 365 forms where the data primarily resides. For any other core data that must be imported, all test imports must be as repeatable and consistent as possible while data validation errors are identi ed and addressed.
Requirements: Technical requirements
The implementation must be done as quickly as possible with no development needed. A tool for project workstream, task management, and work stories must be implemented for the rapid deployment sprints, issues, and feature backlogs that will result from the implementation.
The solution must also facilitate automation of regression testing for the One Version business continuity initiatives.
Basic entity templates must be acceptable for imports.

Issues
The Dynamics 365 Commerce customer data cannot currently be accessed by a Power Apps data source. Several sales representatives have applied individual changes to forms, preventing the new business processes. All representatives should use the same form layouts.
Sales representatives report errors on a few existing sales reports. You identify that the criteria used to generate the reports is the root cause for the errors.

Introductory Info
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 questions in 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 rst question in 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
Liberty's Delightful Sinful Bakery & Caf © is a baked goods company headquartered in Denver, Colorado. The company has 200 locations around the United
States.
Contoso, Ltd. purchases a majority stake in Liberty's. As part of this acquisition, Contoso, Ltd. plans to implement Dynamics 365 Finance, Dynamics 365 Supply
Chain Management, and Dynamics 365 Retail to support the rapid future growth. Streamlined business processes will be implemented to replace manual processes and Microsoft Excel.
Contoso, Ltd. already has 10 legal entities that use all Dynamics 365 modules in a single tenant. Liberty's will exist within the Contoso, Ltd. tenant as its own legal entity and Lifecycle Services (LCS) project. All environments are cloud based.

Current environment: General
Contoso, Ltd. uses One Version for detailed regression test planning. The testing plan is fully automated by using the Regression Suite Automation Tool (RSAT).
There is a standardized set of core business processes in a single Business Process Library and functionality-speci c business process libraries for the various
Contoso, Ltd. businesses.
Current environment: Environments
The following links are used to connect to Contoso, Ltd.'s environments:
Microsoft SharePoint: https://Libertys.sharepoint.com
Dynamics 365: https://LibertysAos.cloudax.dynamics.com
Microsoft Azure Dev Ops: https://Libertys.visualstudio.com
Microsoft O ce 365: https://Libertys-my.sharepoint.com
The company uses the following Dynamics 365 version: 10.0.6/Update 30.

Current environment: Operations
Excel is used extensively by Liberty's and there are many experienced Excel users in the organization. Many users have altered the existing Excel sheets for their own purposes. There is no standard Excel workbook template.
Current environment: Current Work ows





Requirements: Business Processes/LCS
Liberty's needs to leverage as many existing Contoso, Ltd.'s business processes as possible to shorten the implementation lifecycle and create similarities between the organizations. There will be one master business process library for Liberty's. There are 100 user acceptance testing scripts. Fourth Coffee is one of Contoso, Ltd.'s legal entities.
Liberty's has a business process library that contains a speci c set of functionality. Liberty's would like to use as an existing node in their core business process library.
Sales discounts for high-volume customers must be calculated by using prede ned Excel templates. Sales team members must be able to access the template directly from the sales order form.
Requirements: Data Import/Export
Any Excel templates need to be standardized and easily accessible. The integrity of shared templates must be strictly maintained. After the implementation, the core Liberty's team needs to be empowered to further identify future value-add opportunities for interacting and manipulating their data as future phase initiatives. Once they understand the data structures and capabilities, they need to start creating their own templates that meet their speci c needs.

Requirements: Work ow
A work ow to streamline the feedback of the customer experience is critical. Any negative experience needs to be quickly addressed. Any steps to rectify the customer concerns are handled o ine at the discretion of regional managers. As the company grows, customer history of vendor direct delivery performance must be documented to assure stakeholders that the company is monitoring vendor performance. Any actions to rectify the customer concerns must be approved prior to execution.

Requirements: Go Live/Cutover
Go Live date: October 1.
Cutover: Seven days before go live with daily delta imports occurring nightly. This process has been fully vetted and is operating properly.
Data Packages to migrate: Two.
Data Imports: Six hours total for all imports.
Performance testing: Liberty's team system administrator reports that they are not planning to conduct performance testing.

Requirements: Software updates
The customer cannot take updates during their busy season from November 1 - December 31. Any system downtime requires a noti cation to the users through the proper application management tool. 100% of user acceptance testing is required for any system update. The rst o cial update to the live software will be the third week of October.
Requirements: Regression testing
There will be no dedicated regression testing team after going live. They are dedicated prior to go live and anything that can be done to virtually eliminate the overhead of regression testing will be done prior to go live.

Requirements: Workspaces
A standard workspace will be assigned to each regional manager. The workspace will show the following information for stores associated with a regional manager:
Single detailed view of multiple components of their sales data
KPIs for regional sales goals
Drill down capabilities to inquire about the data
Any direct delivery special orders
Any negative inventory items
Regional managers may personalize workspaces as needed.

Issues
The current Open in Excel templates option on the All Customers form is missing several elds. It also contains several additional elds. This form must be replaced.
There was an issue with agreeing upon a supplemental organizational hierarchy used for sales reporting at go live. This hierarchy is exclusively for reporting purposes.
Customer surveys are conducted by using open-ended emails or in store comment cards from the regional managers at random. This process makes it di cult to consistently analyze satisfaction metrics.
There is a concern that there will be something that pops up stopping the go live. A list must be compiled describing notable risk points. A regional manager is asked to review a direct delivery sales order to determine whether it was created correctly in a test environment. The regional manager trainer cannot see the sales order in question by using the direct delivery sales order link in the user's workspace. Liberty's instance goes live successfully. In preparation for the rst update, several business scenarios were reported as failing in the validation testing. You are working with Microsoft support and reviewing potential xes to address the issues.

Introductory Info
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 questions in 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 rst question in 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
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.

Requirements

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 elds for customer records in both systems are the same, except the accounting system which has three additional elds 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

General
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 nal 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 noti cations 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 noti cations:
- Dedicated concierge representative must be automatically noti ed when an exchanged product has shipped. The concierge representative must set up the alert.
- External customers must be noti ed of the new consumer exchanges. The noti cation must integrate into the customer's third party dashboard and must not be sent as an email noti cation.

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 su cient 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.

Implementation
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 veri ed 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 eld 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 speci c 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 modi ed or overwritten.

Introductory Info
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 questions in 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 rst question in 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

Current environment
Adventure Works Cycles is a high-end bicycle manufacturer in North America founded in 2010. The company has standard bicycles available year round in addition to limited-edition bicycle models released domestically several times per year to boutique retailers. The limited-edition bicycles are the most successful. They have high margins, are in high demand, and have a fervent following with the younger bicycle community that wants to make a social statement. Most consumers become aware of the other Adventure Works Cycles bicycles through these limited editions.
Adventure Works Cycles wants to triple its manufacturing capabilities and expand to countries/regions in South America, Western Europe, and United Arab
Emirates (UAE) over the next few years.

General
To facilitate these expansions, Adventure Works Cycles has decided to invest in Dynamics 365 Finance, Dynamics 365 Supply Chain Management, and the
Power Platform products to digitally innovate from a custom-built enterprise resource plan (ERP), and Microsoft Excel worksheets. Adventure Works Cycles sells only to North America and Canada but still cannot keep up with current demand. Over time, market expansion will be the only way to remain pro table.
Expansion has been limited in the past due to legal requirements and regulations around document formatting and the lack of a developer. Adventure Work Cycles has no capabilities or budget to undertake any development past the Excel formula-level tasks.
There are no formal change management procedures.

Sales
There are three distinct sales teams:
An internal sales team (B2B)
- Sells to retailers.
- Submits orders via EDI, email, or call-in.
A street sales team (B2C)
- Sells directly to high pro le or social media in uencer consumers.
- Provides customers with discounts or has marketing arrangements in exchange for driving sales to retailer-direct sales channels
- Submits orders by using email or call-in because pricing and terms must be negotiated.
An Adventure Works Cycles administrative sales team
- Has same responsibilities and activities as the internal sales team.
- Coordinates the management activities of the B2B and B2C teams.
Products
Before new bike models are unveiled through social media, it can be di cult for the street team representatives to show customers and retailers the new products with the most up-to-date information because the product is still being manufactured.
Often the data and images for the products are out of date.
The internal sales team uses the Dynamics 365 Supply Chain Management product from to show this information to customers. For questions about bike-speci c warranties and service level agreements, consumers can contact Adventure Works Cycles directly through the active
Adventure Works Cycles social media pages. The company expansion will put a strain on the manual interactions of answering questions.
Information and attributes change often.

International compliance
Sales are currently restricted to the US only.

Requirements

General
No coding is in scope for the project.
Change management operations need to be implemented.
A One Version strategy needs to be implemented.
The most critical business processes must never break when the software updates to the newest version.

No third-party testing tools will be used. Adventure Works Cycles wants to use everything in the Microsoft stack if there is an option available. Because the company is at capacity with the overwhelming demand, the testing process must be done without users running through the processes every time the software updates.
With the different bike con gurations, Adventure Works Cycles would like to use a single business process but test against 10 different data con gurations to streamline errors against data variations in the manufacturing process.

Data administrator
A single person, the Adventure Works Cycle data administrator, will be tasked with owning all reporting and data tasks. This one person will need to intimately know all entities and elds, in addition to any changes in the new versions of the software. Adventure Works Cycles users will inquire with the data administrator about certain data they need to view. The data administrator needs to quickly search data entities by eld names and advise users on how to extract data into their own Excel templates for ad hoc reporting and data management tasks.

Data migration
The data cleansing and loading into Dynamics 365 will be done by the Adventure Works Cycles data administrator. With the many changes for the products and data, imports for the data loads must be repeatable and consistent.
The different data loading components will all be done at one time.
After the import order and cadence is done correctly in a test environment, that same process must be reliably replicable for the golden con guration, in addition to any environment refreshes going forward.
Any errors on the data loading must identify the issue for the person to address and x for future loads.

Sales
The sales street team must be able to view and edit (only product descriptions) near real-time information from the Dynamics 365 system about products on their personal mobile phones.
No street team representatives will have access to the Dynamics 365 Supply Chain Management application, but they must be able to enter orders and update customer information into the system without Adventure Works Cycles assistance. The Adventure Works Cycles internal sales support team must be able to see all street team sales orders entered to provide support, but the internal team should not see any information around the commissions con gured on the orders. The sales support team must be able to see all orders and elds for the different sales teams. No other security differences from a Dynamics perspective are needed.

Products
Warranty and Service Level Agreements stored in Dynamics 365 for the different products must not be exposed directly to sales representatives. The representatives must be able to pose questions from customers and retailers and get answers back almost immediately. Any opportunity to extend this type of product inquiry and support mechanism to customers and retailers must be evaluated. The data for all of the product information must be easily extractable back into Excel.
International compliance
Payments and invoices inbound and outbound must be converted or translated to the correct localized format Regardless of regulatory compliance, the customer-facing business documents must have a unique template for each country that can be designed within
Microsoft O ce applications. These documents must be embedded in Dynamics 365 forms for data export and con gurable by non-developers.

Introductory Info
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 questions in 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 rst question in 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
Wide World Importers (WWI) is an importer and supplier of fair trade, handmade home goods to independent retailers in North America. One of WWI's products was recently featured on several major television talk shows and has become very popular. As a result, WWI is expanding their prospective sales operations to new markets as well as engaging current customers in a more direct manner.

Current environment

Sales representatives
Sales representatives are highly competent users of this Dynamics 365 Finance implementation. They typically operate independently, but due to the recent high sales volume they must work together as a team. Sales representatives are not available to test the new business processes and security roles being introduced.
Customer and prospect data is currently stored in Excel spreadsheets.
Requirements: Functional requirements
A mechanism to facilitate an interactive step-by-step training guide within the Dynamics 365 application must be implemented. Tips and hints for data entry in the interactive training guide must also be included because most sales representatives will not be available for training prior to
implementation of the new functionality. They need to be able to use the functionality as soon as it is implemented.

Sales representatives must be able to see all report and form data for speci c sales and inventory reports and forms. Many sales representatives have applied individual changes to forms and reports, such as moved, added, and hidden elds. These changes are critical to the sales representatives' e ciencies and must remain in place. New processes must be standardized and documented according to current standards. Several sales representatives run custom queries on SSRS reports. Sales representatives must be able to see the default data as well as their custom queries for those reports.
Requirements: Power Apps initiative
A Power Apps also must be created and embedded on the customer form. The form displays other prospects who reside within a certain radius of the current customer. This functionality will be distributed on a per-request basis. A Power Apps app must be embedded in a feedback form within the Sales order form in Dynamics 365 Finance. The form must display questions for a sales representative to ask customers while reviewing their previous sales orders.
Requirements: Data import and export
WWI must consolidate and migrate all their data currently in Excel spreadsheets into the Dynamics 365 system. Sales managers must cleanse their region's prospects and bring them into the Dynamics 365 system by a speci ed date for nal analysis. Sales manager's data sheet templates must include the most recent data from the Dynamics 365 system. The managers must check for duplicate data.
The data templates used for data import must be intuitively located within the Dynamics 365 forms where the data primarily resides. For any other core data that must be imported, all test imports must be as repeatable and consistent as possible while data validation errors are identi ed and addressed.
Requirements: Technical requirements
The implementation must be done as quickly as possible with no development needed. A tool for project workstream, task management, and work stories must be implemented for the rapid deployment sprints, issues, and feature backlogs that will result from the implementation.
The solution must also facilitate automation of regression testing for the One Version business continuity initiatives.
Basic entity templates must be acceptable for imports.

Issues
The Dynamics 365 Commerce customer data cannot currently be accessed by a Power Apps data source. Several sales representatives have applied individual changes to forms, preventing the new business processes. All representatives should use the same form layouts.
Sales representatives report errors on a few existing sales reports. You identify that the criteria used to generate the reports is the root cause for the errors.

Introductory Info
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 questions in 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 rst question in 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
Liberty's Delightful Sinful Bakery & Caf © is a baked goods company headquartered in Denver, Colorado. The company has 200 locations around the United
States.
Contoso, Ltd. purchases a majority stake in Liberty's. As part of this acquisition, Contoso, Ltd. plans to implement Dynamics 365 Finance, Dynamics 365 Supply
Chain Management, and Dynamics 365 Retail to support the rapid future growth. Streamlined business processes will be implemented to replace manual processes and Microsoft Excel.
Contoso, Ltd. already has 10 legal entities that use all Dynamics 365 modules in a single tenant. Liberty's will exist within the Contoso, Ltd. tenant as its own legal entity and Lifecycle Services (LCS) project. All environments are cloud based.

Current environment: General
Contoso, Ltd. uses One Version for detailed regression test planning. The testing plan is fully automated by using the Regression Suite Automation Tool (RSAT).
There is a standardized set of core business processes in a single Business Process Library and functionality-speci c business process libraries for the various
Contoso, Ltd. businesses.
Current environment: Environments
The following links are used to connect to Contoso, Ltd.'s environments:
Microsoft SharePoint: https://Libertys.sharepoint.com
Dynamics 365: https://LibertysAos.cloudax.dynamics.com
Microsoft Azure Dev Ops: https://Libertys.visualstudio.com
Microsoft O ce 365: https://Libertys-my.sharepoint.com
The company uses the following Dynamics 365 version: 10.0.6/Update 30.

Current environment: Operations
Excel is used extensively by Liberty's and there are many experienced Excel users in the organization. Many users have altered the existing Excel sheets for their own purposes. There is no standard Excel workbook template.
Current environment: Current Work ows





Requirements: Business Processes/LCS
Liberty's needs to leverage as many existing Contoso, Ltd.'s business processes as possible to shorten the implementation lifecycle and create similarities between the organizations. There will be one master business process library for Liberty's. There are 100 user acceptance testing scripts. Fourth Coffee is one of
Contoso, Ltd.'s legal entities.
Liberty's has a business process library that contains a speci c set of functionality. Liberty's would like to use as an existing node in their core business process library.
Sales discounts for high-volume customers must be calculated by using prede ned Excel templates. Sales team members must be able to access the template directly from the sales order form.
Requirements: Data Import/Export
Any Excel templates need to be standardized and easily accessible. The integrity of shared templates must be strictly maintained. After the implementation, the core Liberty's team needs to be empowered to further identify future value-add opportunities for interacting and manipulating their data as future phase initiatives. Once they understand the data structures and capabilities, they need to start creating their own templates that meet their speci c needs.

Requirements: Work ow
A work ow to streamline the feedback of the customer experience is critical. Any negative experience needs to be quickly addressed. Any steps to rectify the customer concerns are handled o ine at the discretion of regional managers. As the company grows, customer history of vendor direct delivery performance must be documented to assure stakeholders that the company is monitoring vendor performance. Any actions to rectify the customer concerns must be approved prior to execution.

Requirements: Go Live/Cutover
Go Live date: October 1.
Cutover: Seven days before go live with daily delta imports occurring nightly. This process has been fully vetted and is operating properly.
Data Packages to migrate: Two.
Data Imports: Six hours total for all imports.
Performance testing: Liberty's team system administrator reports that they are not planning to conduct performance testing.

Requirements: Software updates
The customer cannot take updates during their busy season from November 1 - December 31. Any system downtime requires a noti cation to the users through the proper application management tool. 100% of user acceptance testing is required for any system update. The rst o cial update to the live software will be the third week of October.
Requirements: Regression testing
There will be no dedicated regression testing team after going live. They are dedicated prior to go live and anything that can be done to virtually eliminate the overhead of regression testing will be done prior to go live.

Requirements: Workspaces
A standard workspace will be assigned to each regional manager. The workspace will show the following information for stores associated with a regional manager:
Single detailed view of multiple components of their sales data
KPIs for regional sales goals
Drill down capabilities to inquire about the data
Any direct delivery special orders
Any negative inventory items
Regional managers may personalize workspaces as needed.

Issues
The current Open in Excel templates option on the All Customers form is missing several elds. It also contains several additional elds. This form must be replaced.
There was an issue with agreeing upon a supplemental organizational hierarchy used for sales reporting at go live. This hierarchy is exclusively for reporting purposes.
Customer surveys are conducted by using open-ended emails or in store comment cards from the regional managers at random. This process makes it di cult to consistently analyze satisfaction metrics.
There is a concern that there will be something that pops up stopping the go live. A list must be compiled describing notable risk points. A regional manager is asked to review a direct delivery sales order to determine whether it was created correctly in a test environment. The regional manager trainer cannot see the sales order in question by using the direct delivery sales order link in the user's workspace. Liberty's instance goes live successfully. In preparation for the rst update, several business scenarios were reported as failing in the validation testing. You are working with Microsoft support and reviewing potential xes to address the issues.

Introductory Info
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 questions in 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 rst question in 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
Relecloud is a cloud point of sale (POS) software company specializing in direct to consumer food stands. They have multiple business units using their new
Dynamics 365 Finance implementation including customer-facing representatives for account management, technical support, customer service, and nance.
There are two legal entities, one for operations and one for nancials. Customers pay for the Relecloud POS software monthly and everything is deployed in the cloud. The Dynamics instance URL is https://relecloud-prod.operations.dynamics.com. Munson's Pickles and Preserves Farm is a company that uses Relecloud's cloud POS software to sell their produce in farmers markets. Munson's was one of
Relecloud's rst customers, and Relecloud stocks their employee lunchroom with Munson's products. Munson's has also been subcontracting their employees to
Relecloud to help functionally build a best-in-breed solution. Munson's employees assume multiple organizational positions. Each employee has only a single email address by which people can contact them.
Current environment: System and IT
Dynamics 365 for Finance was recently updated.
All recurring batch jobs in the system were removed and recreated.
The alert noti cation batch processing was recently changed from every 10 minutes to once every two hours.
Real-time reporting of the information is not needed.
Current environment: Customer Service
Customer credit requests are entered through the customer service team.
All requests must contain a date, time, reason for request, and customer service notes on initial recommendations for credit action. Customers have multiple points of contact who can enter support tickets to the Relecloud portal. Tickets are automatically generated in the support team's third-party system when they are created by support technicians.
The Dynamics 365 email client mail is used to correspond with customers.
Current environment: Technical Support/IT
The technical support team gets involved when technical issues arise with the Relecloud software. Service tickets are entered and get escalated to the team, depending on the issue.
Microsoft Flow is used for automating different workstreams.
Work ows are not con gured for the technical support request ows in Dynamics 365 Finance. Management and history of technical support tickets are handled in a third-party issue management solution. The technical service team manages issues related to the Relecloud POS as well as the Dynamics 365 application.
Current environment: Account Representatives
Each customer is assigned a single account representative.
Account representatives use multiple devices.
Only account representatives have the ability to approve credits.
All emails to customers come through their own Outlook instance.

Current environment: Finance
Customers do not have invoice accounts.
Only nance resources have the ability to enter credits.
Credits can be entered by any of the four nance resources assigned the Credits and Refunds security role. If the request has not been updated in four days, the request is escalated to the Controller. The account representative must be alerted when this occurs.
Requirements: Technical support/IT
Support technicians must use Microsoft's existing knowledge base to resolve open issues. If an issue exists, support technicians must report the status of the issue on a weekly basis. If there is no existing support request, support technicians must create one for Microsoft evaluation.
All software must be installed centrally when possible.
The Dynamics 365 Finance production environment must have an update cadence of every second Saturday from 4-7 A.M. EST.
Updates must be tested in a separate environment.
Requirements: Account representatives
Account representatives must be able to see only the relevant customer elds and records automatically from their dashboard.

Account representatives must be able to export the list of customers to Microsoft Excel. Account representatives must be able to navigate to the customer master record for any editing or record entry tasks.
The forms must be relevant based on each account representative's needs.
Account representatives need a centralized location to see multiple data components. Account representatives require an o ine list of their current customers in Excel with only the elds they need. The IT Director must reassign all instances of an account representative's customer contacts if the representative leaves the company. An alert must be sent automatically to an account representative when a credit is issued or any data is changed on a customer's record.

Requirements: Financials
Any refund must be printed as a physical check.
All printers must be exclusive to the nancial legal entity.

Issues
Typing 'pickle' in the search box yields no returned results for the account representative. After the latest update, an account representative reports that he is no longer receiving alert noti cations when a customer's contact is changed.
An account representative has recently resigned.

This Exam Topic does not have a case study.

This Exam Topic does not have a case study.

This Exam Topic does not have a case study.

Introductory Info
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 questions in 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 rst question in 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
Relecloud is a cloud point of sale (POS) software company specializing in direct to consumer food stands. They have multiple business units using their new
Dynamics 365 Finance implementation including customer-facing representatives for account management, technical support, customer service, and nance.
There are two legal entities, one for operations and one for nancials. Customers pay for the Relecloud POS software monthly and everything is deployed in the cloud. The Dynamics instance URL is https://relecloud-prod.operations.dynamics.com. Munson's Pickles and Preserves Farm is a company that uses Relecloud's cloud POS software to sell their produce in farmers markets. Munson's was one of
Relecloud's rst customers, and Relecloud stocks their employee lunchroom with Munson's products. Munson's has also been subcontracting their employees to
Relecloud to help functionally build a best-in-breed solution. Munson's employees assume multiple organizational positions. Each employee has only a single email address by which people can contact them.
Current environment: System and IT
Dynamics 365 for Finance was recently updated.
All recurring batch jobs in the system were removed and recreated.
The alert noti cation batch processing was recently changed from every 10 minutes to once every two hours.
Real-time reporting of the information is not needed.
Current environment: Customer Service
Customer credit requests are entered through the customer service team.
All requests must contain a date, time, reason for request, and customer service notes on initial recommendations for credit action. Customers have multiple points of contact who can enter support tickets to the Relecloud portal. Tickets are automatically generated in the support team's third-party system when they are created by support technicians.
The Dynamics 365 email client mail is used to correspond with customers.
Current environment: Technical Support/IT
The technical support team gets involved when technical issues arise with the Relecloud software. Service tickets are entered and get escalated to the team, depending on the issue.
Microsoft Flow is used for automating different workstreams.
Work ows are not con gured for the technical support request ows in Dynamics 365 Finance. Management and history of technical support tickets are handled in a third-party issue management solution. The technical service team manages issues related to the Relecloud POS as well as the Dynamics 365 application.
Current environment: Account Representatives
Each customer is assigned a single account representative.
Account representatives use multiple devices.
Only account representatives have the ability to approve credits.
All emails to customers come through their own Outlook instance.

Current environment: Finance
Customers do not have invoice accounts.
Only nance resources have the ability to enter credits.
Credits can be entered by any of the four nance resources assigned the Credits and Refunds security role. If the request has not been updated in four days, the request is escalated to the Controller. The account representative must be alerted when this occurs.
Requirements: Technical support/IT
Support technicians must use Microsoft's existing knowledge base to resolve open issues. If an issue exists, support technicians must report the status of the issue on a weekly basis. If there is no existing support request, support technicians must create one for Microsoft evaluation.
All software must be installed centrally when possible.
The Dynamics 365 Finance production environment must have an update cadence of every second Saturday from 4-7 A.M. EST.
Updates must be tested in a separate environment.
Requirements: Account representatives
Account representatives must be able to see only the relevant customer elds and records automatically from their dashboard.

Account representatives must be able to export the list of customers to Microsoft Excel. Account representatives must be able to navigate to the customer master record for any editing or record entry tasks.
The forms must be relevant based on each account representative's needs.
Account representatives need a centralized location to see multiple data components. Account representatives require an o ine list of their current customers in Excel with only the elds they need. The IT Director must reassign all instances of an account representative's customer contacts if the representative leaves the company. An alert must be sent automatically to an account representative when a credit is issued or any data is changed on a customer's record.

Requirements: Financials
Any refund must be printed as a physical check.
All printers must be exclusive to the nancial legal entity.

Issues
Typing 'pickle' in the search box yields no returned results for the account representative. After the latest update, an account representative reports that he is no longer receiving alert noti cations when a customer's contact is changed.
An account representative has recently resigned.

Introductory Info
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 questions in 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 rst question in 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

Current environment
Adventure Works Cycles is a high-end bicycle manufacturer in North America founded in 2010. The company has standard bicycles available year round in addition to limited-edition bicycle models released domestically several times per year to boutique retailers. The limited-edition bicycles are the most successful. They have high margins, are in high demand, and have a fervent following with the younger bicycle community that wants to make a social statement. Most consumers become aware of the other Adventure Works Cycles bicycles through these limited editions.
Adventure Works Cycles wants to triple its manufacturing capabilities and expand to countries/regions in South America, Western Europe, and United Arab
Emirates (UAE) over the next few years.

General
To facilitate these expansions, Adventure Works Cycles has decided to invest in Dynamics 365 Finance, Dynamics 365 Supply Chain Management, and the
Power Platform products to digitally innovate from a custom-built enterprise resource plan (ERP), and Microsoft Excel worksheets. Adventure Works Cycles sells only to North America and Canada but still cannot keep up with current demand. Over time, market expansion will be the only way to remain pro table.
Expansion has been limited in the past due to legal requirements and regulations around document formatting and the lack of a developer. Adventure Work Cycles has no capabilities or budget to undertake any development past the Excel formula-level tasks.
There are no formal change management procedures.

Sales
There are three distinct sales teams:
An internal sales team (B2B)
- Sells to retailers.
- Submits orders via EDI, email, or call-in.
A street sales team (B2C)
- Sells directly to high pro le or social media in uencer consumers.
- Provides customers with discounts or has marketing arrangements in exchange for driving sales to retailer-direct sales channels
- Submits orders by using email or call-in because pricing and terms must be negotiated.
An Adventure Works Cycles administrative sales team
- Has same responsibilities and activities as the internal sales team.
- Coordinates the management activities of the B2B and B2C teams.
Products
Before new bike models are unveiled through social media, it can be di cult for the street team representatives to show customers and retailers the new products with the most up-to-date information because the product is still being manufactured.
Often the data and images for the products are out of date.
The internal sales team uses the Dynamics 365 Supply Chain Management product from to show this information to customers. For questions about bike-speci c warranties and service level agreements, consumers can contact Adventure Works Cycles directly through the active
Adventure Works Cycles social media pages. The company expansion will put a strain on the manual interactions of answering questions.
Information and attributes change often.

International compliance
Sales are currently restricted to the US only.

Requirements

General
No coding is in scope for the project.
Change management operations need to be implemented.
A One Version strategy needs to be implemented.
The most critical business processes must never break when the software updates to the newest version.

No third-party testing tools will be used. Adventure Works Cycles wants to use everything in the Microsoft stack if there is an option available. Because the company is at capacity with the overwhelming demand, the testing process must be done without users running through the processes every time the software updates.
With the different bike con gurations, Adventure Works Cycles would like to use a single business process but test against 10 different data con gurations to streamline errors against data variations in the manufacturing process.

Data administrator
A single person, the Adventure Works Cycle data administrator, will be tasked with owning all reporting and data tasks. This one person will need to intimately know all entities and elds, in addition to any changes in the new versions of the software. Adventure Works Cycles users will inquire with the data administrator about certain data they need to view. The data administrator needs to quickly search data entities by eld names and advise users on how to extract data into their own Excel templates for ad hoc reporting and data management tasks.

Data migration
The data cleansing and loading into Dynamics 365 will be done by the Adventure Works Cycles data administrator. With the many changes for the products and data, imports for the data loads must be repeatable and consistent.
The different data loading components will all be done at one time.
After the import order and cadence is done correctly in a test environment, that same process must be reliably replicable for the golden con guration, in addition to any environment refreshes going forward.
Any errors on the data loading must identify the issue for the person to address and x for future loads.

Sales
The sales street team must be able to view and edit (only product descriptions) near real-time information from the Dynamics 365 system about products on their personal mobile phones.
No street team representatives will have access to the Dynamics 365 Supply Chain Management application, but they must be able to enter orders and update customer information into the system without Adventure Works Cycles assistance. The Adventure Works Cycles internal sales support team must be able to see all street team sales orders entered to provide support, but the internal team should not see any information around the commissions con gured on the orders. The sales support team must be able to see all orders and elds for the different sales teams. No other security differences from a Dynamics perspective are needed.

Products
Warranty and Service Level Agreements stored in Dynamics 365 for the different products must not be exposed directly to sales representatives. The representatives must be able to pose questions from customers and retailers and get answers back almost immediately. Any opportunity to extend this type of product inquiry and support mechanism to customers and retailers must be evaluated. The data for all of the product information must be easily extractable back into Excel.
International compliance
Payments and invoices inbound and outbound must be converted or translated to the correct localized format Regardless of regulatory compliance, the customer-facing business documents must have a unique template for each country that can be designed within
Microsoft O ce applications. These documents must be embedded in Dynamics 365 forms for data export and con gurable by non-developers.