Graphical user interface, application
Description automatically generated
Box 1: Model-drive app
Integration with Microsoft Outlook requires a Model-driven app.
Box 2: Dynamics 365 Customer Service
Schedule anything in Dynamics 365 using Universal Resource Scheduling. You can enable
scheduling for any entity in Dynamics 365 Sales, Field Service, Customer Service, and
Project Service Automation, including custom entities.
Box 3: Canvas app

Graphical user interface, text, application
Description automatically generated
Box 1: Business rule
You can create business rules and recommendations to apply logic and validations without
writing code or creating plug-ins. Business rules provide a simple interface to implement
and maintain fast-changing and commonly used rules.
Box 2: Power Automate flow
Trigger the Power Automate flow with “When a record is updated”, then add a Condition in
the flow and configure it with Status Label equals to Won.

Graphical user interface, text, application
Description automatically generated
Box 1: Define the data type and format for each column
Increase the data type size of the column.

Box 2: Define and implement duplicate detection rules

A.

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.

Box 1: Custom connector
While Azure Logic Apps, Microsoft Power Automate, and Microsoft Power Apps offer over
325+ connectors to connect to Microsoft and non-Microsoft services, you may want to
communicate with services that aren't available as prebuilt connectors.

Box 2: Microsoft Dataverse
The Microsoft Dataverse connector provides several triggers to start your flows and many
actions that you can use to create or update data in Dataverse while your flows run. You
can use Dataverse actions even if your flows don't use a trigger from the Dataverse
connector.
Use the Microsoft Dataverse connector to create cloud flows that start when data changes
in Dataverse tables and custom messages

B.

Microsoft Dataverse

D.

Microsoft Customer Voice

Explanation:
The Dynamics 365 Customer Voice data is stored in Microsoft Dataverse.
Dynamics 365 Customer Voice is an enterprise feedback management application you can
use to easily keep track of the customer metrics that matter the most to your business. ... It
provides a personalized experience, enabling you to collect customer feedback and get
relevant insights quickly and easily, all in a few clicks.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/about
https://docs.microsoft.com/en-us/dynamics365/customer-voice/data-flow

Graphical user interface, text, application, chat or text message
Description automatically generated
Box 1: Autonumber column
Autonumber columns are columns that automatically generate alphanumeric strings
whenever they are created.
Box 2: Business rule
By combining conditions and actions, you can do any of the following with business rules:
Enable or disable columns
Set column values
Clear column values
Set column requirement levels
Show or hide columns
Validate data and show error messages
Create business recommendations based on business intelligence.

A.

Dynamics 365 Customer Service

B.

Power virtual Agents

Power Virtual Agents lets you create powerful chatbots that can answer questions posed
by your customers, other employees, or visitors to your website or service.
Use Dynamics 365 Customer Service to:
Track customer issues through cases
Record all interactions related to a case
Share information in the knowledge base
Create queues and route cases to the right channels
Create and track service levels through service-level agreements (SLAs)
Define service terms through entitlements
Manage performance and productivity through reports and dashboards
Create and schedule services
Participate in chats
Manage conversations across channels
Reference:
https://docs.microsoft.com/en-us/power-virtual-agents/fundamentals-what-is-power-virtualagents
https://docs.microsoft.com/en-us/dynamics365/customer-service/overview