Q01 - Question
A custom model-driven form must show the case summary in a specific position on the form, so you plan to add the solution-managed manual summary control. Representatives already see an automatically displayed summary on that form. What should you do to avoid duplicate summary cards?
Domain: Extend Customer Service (15-20%) Type: Single choice
- A. Add the manual summary control to every model-driven form so the placement is consistent.
- B. Turn off Copilot at the environment level for the app that contains the form.
- C. Remove the related record summary configuration for cases.
- D. Exclude that form from automatic summary placement before you add the manual control, then validate the form with a representative account.
D is correct.
Explanation: The evidence supports D because you must check automatic summary placement before adding a manual control. Both can produce duplicate summary cards. You should exclude the form from automatic placement before adding the manual control, and validate the result.
A is incorrect: Adding the manual control to forms that already display summaries automatically creates duplicate cards.
B is incorrect: Turning off Copilot at the environment level removes the experience entirely instead of resolving placement.
C is incorrect: Removing related record summaries reduces summary content but does not stop duplicate cards.
Q02 - Question
You prepare the case-resolution survey flow from a Support project for production use. Which two actions should you complete before you activate the flow? Each correct answer presents part of the solution.
Domain: Extend Customer Service (15-20%) Type: Multiple choice
- A. Activate the flow first, because the Support template enables it by default.
- B. Verify that the Send a survey action sets Regarding to the case and Recipient details to the contact.
- C. Remove the satisfaction metrics from the project so that responses record faster.
- D. Test the trigger conditions and confirm flow ownership and connections.
B and D are correct.
Explanation: You must verify that the Send a survey action sets Regarding to the case and Recipient details to the contact so the invitation and response are associated with the correct records. You must also test the trigger conditions and confirm flow ownership and connections so the flow runs reliably.
A is incorrect: The flow that ships with the Support template is inactive until you review and validate it.
C is incorrect: Satisfaction metrics are part of the project that reports CSAT, NPS, and sentiment, so removing them eliminates the measures you need for analysis.
Q03 - Question
An analyst wants to quickly explore visuals for escalated cases from a model-driven app without building a report from scratch. What should the analyst do first?
Domain: Extend Customer Service (15-20%) Type: Single choice
- A. Create a personal dashboard that contains every case chart in the app.
- B. Prepare a view that is scoped to escalated cases, then use Visualize this view.
- C. Save a Power BI report to a workspace before reviewing the generated visuals.
- D. Request report authoring permissions for the historical analytics reports.
B is correct.
Explanation: Prepare a scoped view and enable quick visualization first. Visualize this view generates an exploratory Power BI report from a model-driven view and retains Dataverse filtering and user security.
A is incorrect: Adding many charts to a personal dashboard does not produce Power BI visuals, and dashboards should be designed around the decision rather than component count.
C is incorrect: Save a report only when reuse or governance warrants it, because saving introduces workspace, licensing, sharing, and semantic-model considerations.
D is incorrect: Report authoring permissions apply to controlled changes to historical analytics reports and are not needed for exploratory analysis of a view.
Q04 - Question
You are adding a third-party product documentation website as an integrated search provider in Dynamics 365 Customer Service. You must confirm that the source is eligible and that the mapped content is correct before representatives see any results. Which two actions should you take? Each correct answer presents part of the solution.
Domain: Extend Customer Service (15-20%) Type: Multiple choice
- A. Assign the provider results to a filter group in the productivity pane before mapping fields.
- B. Verify that the website is a static sitemap website with correct XML and lastmod data.
- C. Increase the refresh schedule frequency so activation completes faster.
- D. Run a trial ingestion and review the mapped results before you activate the provider.
B and D are correct.
Explanation: An integrated provider requires an eligible static sitemap website with correct XML and lastmod values, because the sitemap drives crawling and change detection. Running a trial ingestion before activation lets you validate field or JSON mapping and language settings before representatives see results.
A is incorrect: Filtering controls how results are presented and does not confirm source eligibility or mapping accuracy.
C is incorrect: The refresh schedule controls how often content is re-crawled after setup, so changing it does not validate the source or the mapped fields.
Q05 - Question
A cloud flow that updates cases uses a service endpoint address and a connection that differ between the test and production environments. You must move the flow through environments without editing it after each import. What should you do?
Domain: Extend Customer Service (15-20%) Type: Single choice
- A. Store the endpoint address in an environment variable, use a connection reference for the connection, and include both in the solution.
- B. Hard-code the endpoint address and connection, then edit the flow in each environment after import.
- C. Rebuild the flow manually in each environment with the values for that environment.
- D. Create the flow directly in the production environment so no deployment is required.
A is correct.
Explanation: Environment variables hold environment-specific configuration values and connection references hold the connection, so you can package both in the solution and set them per environment during deployment.
B is incorrect: Hard-coded values force manual edits after every import, which is the outcome you must avoid.
C is incorrect: Rebuilding the flow in each environment abandons the solution artifact you reuse across environments and creates divergent components.
D is incorrect: Building directly in production skips the unmanaged development solution and the controlled environments you use to validate business behavior before release.
Q06 - Question
A service leader plans to introduce autonomous agents alongside Copilot in Dynamics 365 Customer Service. Which two statements correctly describe how this deployment works? Each correct answer presents part of the solution.
Domain: Extend Customer Service (15-20%) Type: Multiple choice
- A. Autonomous agents remove the need for representatives to review decisions or handle exceptions.
- B. Autonomous agents perform defined work according to configured instructions, permissions, data, and escalation paths.
- C. Copilot performs defined tasks without representative involvement, while autonomous agents only summarize records.
- D. Human oversight remains part of the design so that people handle decisions and exceptions.
B and D are correct.
Explanation: Autonomous agents complete defined work based on the instructions, permissions, data, and escalation paths you configure, and people stay responsible for decisions and exceptions.
A is incorrect: Human oversight is part of the model, so exceptions and decisions still route to people rather than being removed from the process.
C is incorrect: Copilot assists representatives in their work, while autonomous agents are the components that perform defined tasks.
Q07 - Question
Your organization tracks field inspections in a custom Dataverse table and wants to measure a Resolution Time KPI with an SLA. Which two actions must you complete on the custom table before you can create and activate the SLA KPI? Each correct answer presents part of the solution.
Domain: Extend Customer Service (15-20%) Type: Multiple choice
- A. Enable the custom table for service-level agreements.
- B. Add a customer service schedule column to the custom table.
- C. Convert the custom table into an activity table.
- D. Add a Lookup column on the custom table that relates to the SLA KPI Instance table.
A and D are correct.
Explanation: A custom table must be enabled for service-level agreements, and each KPI you want to track requires a Lookup column related to the SLA KPI Instance table. Publish the table before you create and activate the KPI, then add an SLA Timer subgrid to the main form so users can see the status.
B is incorrect: Customer service schedules are selected on the SLA item to calculate business time. They are not added as a column on the target table.
C is incorrect: SLA support depends on enabling the table for service-level agreements, not on changing it to an activity table.
Q08 - Question
An organization plans to use an AI agent to answer common questions and to draft responses for representatives. Which practice should the implementation team include in the design?
Domain: Extend Customer Service (15-20%) Type: Single choice
- A. Publish AI-generated answers to customers without review because the answers are grounded in knowledge
- B. Ground answers in approved knowledge, verify generated outputs and sentiment, and provide a human escalation path
- C. Use AI classification signals for routing and stop monitoring classification quality after go-live
- D. Remove the interaction context during handoff so the representative forms an independent judgment
B is correct.
Explanation: Copilot and AI agents use channel, record, and approved-knowledge context to assist service. Verify generated outputs and sentiment, protect data, and provide human escalation paths, because AI does not replace human judgment.
A is incorrect: Grounding reduces risk but does not remove the need to verify generated outputs before they reach customers.
C is incorrect: Classification quality needs ongoing monitoring, because routing decisions depend on those signals.
D is incorrect: Handoffs should preserve useful context so the representative can continue the interaction without asking the customer to repeat information.
Q09 - Question
An organization enables Case Management Agent to create cases from email and to resolve cases from email replies. A supervisor must confirm that the values the agent sets and the actions it takes are correct. What should the supervisor do?
Domain: Extend Customer Service (15-20%) Type: Single choice
- A. Switch the agent to a mode where it only drafts responses, because its actions cannot be reviewed after they occur.
- B. Rely on Copilot case summaries as the record of the actions the agent performed.
- C. Replace the agent with automatic record creation and update rules, because agent activity is not visible to supervisors.
- D. Review the AI-predicted field values, audit history, automated activity, feedback, and escalations for the agent.
D is correct.
Explanation: Representatives and supervisors review AI-predicted values, audit history, automated activity, feedback, and escalations, which requires administrators to configure permissions, auditing, channels, billing, and profiles.
A is incorrect: Automation modes are configurable, but agent actions remain reviewable through audit history and automated activity, so a mode change is not required for oversight.
B is incorrect: Copilot summarizes cases and conversations to assist representatives, and generated summaries must be reviewed themselves, so they are not the oversight record for agent actions.
C is incorrect: Agent activity is visible through auditing and review, so removing the agent is not needed. Rules and the agent address different aspects of case management.
Q10 - Question
Your organization plans to roll out embedded Microsoft Teams chat for case collaboration. Case records contain sensitive customer fields. Which two actions should you take to limit unnecessary exposure of that data? Each correct answer presents part of the solution.
Domain: Extend Customer Service (15-20%) Type: Multiple choice
- A. Review the views used for the context card so that only required fields appear to chat participants.
- B. Instruct representatives to connect only conversations that are appropriate for the record.
- C. Deactivate all rules-based suggested contact rules for the case table.
- D. Turn off auto naming for connected chats on the case table.
A and B are correct.
Explanation: Chat participants receive record context, so you should review the views behind the context card to limit the fields that are shared, and representatives should connect only conversations that are appropriate for the record.
C is incorrect: Deactivating rules-based suggestion rules only removes colleague recommendations and does not change which record fields participants can see.
D is incorrect: Auto naming affects the name applied to a connected chat, not the record fields shown to participants.