Topic 2: Relecloud
Case study
This is a case study. Case studies are not timed separately. You can use as much
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question.
Background
Relecloud provides regional air service in North America. The company uses a variety of
systems, apps, and services to manage the business. You are hired to design a new
solution to manage passenger information, reservations, and maintenance.
Current environment
The company uses Microsoft Office 365.
The company has a custom app for managing and tracking passenger luggage.
The app uses Microsoft Dataverse.
For flights longer than four hours, passengers receive a meal. Customers can
select a meal when they make a reservation and can save the meal choices as a
customer preference.
The company offers two types of meals: standard and vegetarian. Meal types can
be temporarily unavailable. The airline is considering offering other meal types,
such as gluten-free and low-sodium options.
The company uses paper-based reservation checklists to help ensure that all the
steps for a reservation are complete.
The company uses vendors to service aircraft
Environment
Ensure that employees can sign in to all Microsoft apps by using one set of
credentials per employee.
Minimize the use of third-party products and custom development.
Reduce customer support call volumes by having the system automatically resolve
common issues.
The security rule for agents must contain the privileges in the default Customer
Service Representative security role.
Log issues as cases. The case form must show variable sections based on the
case type. Include a custom entity named Seats and grant agents access to the
entity.
Application use layout should be role specific.
Agents
You must standardize the format used by agents to enter customer phone
numbers.
Agents need a solution to replace paper reservation checklists.
Agents need dashboards to show a current count of all reservations on the entity.
Agents need a way to track reservation issues.
Agents need a visual indicator in the interface to determine the reservation step to
provide a seamless customer experience.
Agents need different versions of cancellation policies to send customers. One
version must be controllable within the system.
Agents need to view which pieces of luggage match to each passenger, and then
need to add the total on the passenger record.
IT
IT staff needs a mobile solution to see IT cases at the top of the menu since this is
their primary focus.
IT staff needs a system that is easy to navigate to active cases.
IT specialists want to design Power BI reports. They need to understand the
underlying table relationships of the system.
IT specialists need a solution that is visual rather than text-based so they can
quickly complete their tasks.
Management
Management requires paginated reports for stakeholders.
Management wants to provide frequent flyers with better service when the flyers
call.
Managers need to see all customer dashboards at the top of their menu on their
mobile device.
Maintenance
Maintenance supervisors must not have access to Dynamics 365 Customer
Service. The supervisors must be able to communicate with the contracts team
about contracts.
Aircraft maintenance vendors must have only view and upload privileges to their invoices and receipts.
Contracts with maintenance companies must be stored in Dynamics 365 Customer Service.
You need to recommend an authentication solution for the planned implementation of
Dynamics 365.
What should you include in the recommendation?
A.
Use synchronized identities
B.
Use the Office 365 tenant for Dynamics 365 Customer Service
C.
Create a new tenant for Dynamics 365 Customer Service
D.
Use federated identities
Use synchronized identities
Explanation:
Scenario: Ensure that employees can sign in to all Microsoft apps by using one set of
credentials per employee.
Synchronized identity. Synchronize on-premises directory objects with Microsoft 365 and
manage your users on-premises. You can also synchronize passwords so that the users
have the same password on-premises and in the cloud, but they will have to sign in again
to use Microsoft 365.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/manage-user-accountsynchronization
You need to select an appropriate app for Relecloud.
Which app should you recommend?
A.
Dynamics 365 Field Service
B.
Dynamics 365 Sales
C.
Dynamics 365 Project Operations
D.
Dynamics 365 Customer Service
Dynamics 365 Customer Service
Explanation:
Microsoft Dynamics 365 Customer Service is a module for customer service automation
that streamlines case and knowledge management, enables personalized customer service
with a 360-degree customer view, and provides visibility into customer service department
performance with dashboards and reports.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview
You need to recommend a solution for integrating luggage information.
What should you recommend? To answer, drag the appropriate types to the correct tables.
Each type may be used once, more than once, or not at all. You may need to drag the split
bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Luggage: Custom activity table
An activity can be thought of as any action for which an entry can be made on a calendar.
An activity has time dimensions (start time, stop time, due date, and duration) that help
determine when the action occurred or will occur. Activities also contain data that helps
determine what action the activity represents, for example, subject and description.
Passenger: Customer table
The account and contact tables in Microsoft Dataverse are essential for identifying and
managing customers, selling products and services, and providing superior service to the
customers. A customer address table is used to store address and shipping information for
a customer.
Scenario: The company has a custom app for managing and tracking passenger luggage.
The app uses Microsoft Dataverse.
Agents need to view which pieces of luggage match to each passenger, and then need to
add the total on the passenger record.
You need to provide the IT specialists with design diagrams.
What should you provide?
A.
Business process modeler (BPM)
B.
Al Builder
C.
Entity relationship diagram (ERD)
D.
Dynamics 365 Product Visualize
Business process modeler (BPM)
Scenario: IT specialists want to design Power BI reports. They need to understand the
underlying table relationships of the system.
Business process modeler (BPM) in Microsoft Dynamics Lifecycle Services (LCS) is a tool
that you can use to create, view, and modify repeatable implementations that are based on
business process libraries. BPM helps you align your business processes with industrystandard
processes that are described by the American Productivity & Quality Center
(APQC)
Reference:
https://docs.microsoft.com/en-us/dynamics365/fin-ops-core/dev-itpro/lifecycleservices/
bpm-overview
You need to provide the IT team and managers with a mobile solution.
How many apps should you recommend?
A.
one app for each job role
B.
one app for each user
C.
one app for all employees of the team
D.
one app for each team of employees
one app for each job role
Scenario: IT staff needs a mobile solution to see IT cases at the top of the menu since this
is their primary focus.
Managers need to see all customer dashboards at the top of their menu on their mobile
device.
You need to recommend the field type to use for configuring meal selections during
reservation.
Which field type should you recommend?
A.
Global Option Set
B.
Lookup
C.
Option Set
D.
Two Options
Option Set
Scenario:
Customers can select a meal when they make a reservation and can save the
meal choices as a customer preference.
The company offers two types of meals: standard and vegetarian. Meal types can
be temporarily unavailable. The airline is considering offering other meal types,
such as gluten-free and low-sodium options.
In PowerApps Option set is one of the field types you can use in your Entity. The
information type that Option Set stores is a list of text values. And here comes the Option
Set advantage – once you define its text values you can centrally managed it.
Example:
You need to recommend tools for agents and management.
Which tools should you recommend? To answer, select the appropriate option in the
answer area.
NOTE: Each correct selection is worth one point.
Box 1: Dashboard
Agents need dashboards to show a current count of all reservations on the entity.
Box 2: Power BI
Management requires paginated reports for stakeholders.
You need to recommend a collaboration tool for each group.
Which tool should you use? To answer, select the appropriate tool in the answer area.
NOTE: Each correct selection is worth one point.
Box 1: Microsoft Teams
Maintenance supervisors must not have access to Dynamics 365 Customer Service. The
supervisors must be able to communicate with the contracts team about contracts.
Box 2: Dynamics 365 Workspace
Aircraft maintenance vendors must have only view and upload privileges to their invoices
and receipts.
The Expense management mobile workspace lets users capture and upload a receipt, so
that they can attach it to an expense report later.
You need to recommend a solution for agents when working with customers to make
reservations.
What should you recommend?
A.
task flows
B.
Business Process Flows
C.
workflows
D.
Power Automate
Business Process Flows
Explanation:
Business process flows provide a guide for people to get work done. They provide a
streamlined user experience that leads people through the processes their organization
has defined for interactions that need to be advanced to a conclusion of some kind.
Use business process flows to define a set of steps for people to follow to take them to a
desired outcome.
With business processes flows available as an entity, you can now use advanced finds,
views, charts, and dashboards sourced from business process flow data for a given entity,
such as a lead or opportunity.
Scenario:
Agents need a solution to replace paper reservation checklists.
Agents need dashboards to show a current count of all reservations on the entity.
Agents need a way to track reservation issues.
Agents need a visual indicator in the interface to determine the reservation step to
provide a seamless customer experience.
You need to create an Agent security role.
Which three actions should you recommend? Each correct answer presents part of the
solution.
NOTE: Each correct selection is worth one point.
A.
Add security to the seat entity and assign users to the Agents role
B.
Add security to the Core Records and assign users to the Customer Service
Representative role.
C.
Copy the Microsoft Dataverse Basic User role.
D.
Rename the Customer Service Representative role to Agents
E.
Copy the Customer Service Representative role.
F.
Name the new role Agents.
Add security to the Core Records and assign users to the Customer Service
Representative role.
Copy the Customer Service Representative role.
Name the new role Agents.
Scenario: The security rule for agents must contain the privileges in the default Customer
Service
Representative security role.
Create a security role by Copy Role:
Step 1 (E): Copy the Customer Service Representative role.
Step 2 (F): Select the New Role Name.
Step 3 (B): When Copying Role is complete, navigate to each tab, ie Core Records,
Business Management, Customization, etc.
Set the privileges on each tab.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/create-edit-security-role
You need to recommend a feature that erases agent workloads and resolves reported
issues.
What should you recommend?
A.
Dynamics 365 Customer Service default functionality
B.
Microsoft AppSource
C.
Microsoft Store
Dynamics 365 Customer Service default functionality
Scenario: Agents need a way to track reservation issues.
Use Dynamics 365 Customer Service to:
Track customer issues through cases
You need to recommend solutions to meet the inspection requirements.
What should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Explanation:
Box 1: Schedule board
The Dynamics 365 Field Service schedule board provides an overview of resource
availability and bookings you can make.
Box 2: Azure IoT Central connector
Information about each machine produced must be transferred to Dynamics 365 Field
Service.
The difference between IoT hub and IoT central is that IoT is an application platform that
simplifies the creation of Internet of Things solutions. IoT central helps to reduce the
challenges of implementing IoT development, operations, and management. IoT Central is
a fully managed Software as a Service solution.
Note: There are three ways you can use to connect IoT-enabled devices into the Field
Service solution:
Connected Field Service for Azure IoT Central
Connected Field Service for Azure IoT Hub
Connected Field Service for non-Azure IoT providers using the extensible IoT
provider framework
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