This is a case study. Case studied are not timed separately. You can use at 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 lime 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 m 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.
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To display the first 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 ate ready to answer a question, click the Question button to return to the question.
Topic 6, Canadian company
Application and environment
* Required applications must align to the future state readmap.
* Business partner must have the ability to onboard their own user. 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. Air current and future orders must be migrated to the new system.
* Master data for customers that be migrated from both the call center third party system a well as the according system. You identify the following requirement The mapping fields for customer records in both systems are the same, except the accounting system which has three additional fields that must be mapped.
Duplicate records must not be imported
* Cutover plan
* User1 reports that sales orders win be open and not shipped at the time of cutover to production. There are 20 orders expected to be open.
Customer Service
General
* Concirige 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
Sporiting equipment is warranted by the manufacturing and must not be returned to Alpine Ski house warehouse, Apline SAKI house does not strictly enforce this policy. Exceptions to the policy are allowed with manager approval.
Customer service must track reported issues with equipment to identify trends.
Customer can exchange apparel, but refunds must not be permitted. Any consumer exchanges must occur directly through Alpine 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 determine of there is an exchange or if the consumer should be redirected to the manufacturer. Digital content is final sale only. All Returns and replacement orders must be processed through the warehouse, Consumer information for returns and replacement order does not need to be stored.
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.
Return or credits for a concierge customer that are not from consumer do not require notification to the concierge representative.
Web orders must be limited to B2B, and consumers wen access must do not notification to the concierge representative.
Web Orders must track the call minutes in the phone system by customer number.
The system must send the following notifications:
Dedicated concierge representative must be automatically notified when exchange has shipped. The concierge representative must set up the alert.
External customer must be notified of the new consumer exchanges. The notification must integration into the customer's third-party dashboard and must not be sent as an email notification.
Customer Service
* The customer service center is overloaded with frequently asked questions (FAQs) that are consuming resources And creating issues with customer service levels.
* Alpine Ski Mouse has decided to deploy an automated (FAQs) website because they do not have sufficient staff resources to manage customer interactions. All automated interactions must be stored for 30 days.
* The company has decided to extend its concierge program 10 the top 25 customers. A new representative has been hired and requires the same screen layout as other team members.
* When new customers arc 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. Apline Ski House want 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 test requirements:
* Platform update will applied, and business processes will be verified to perform as expected, either manual or automated against stored task recordings.
* Development must be completed bt the 10th month. Developer must perform intial testing code that they create.
* When development is completed, all processes in the system must be tested by the user group.
* Due to competing demand for the project team, the company wants to automate as much of the testing as possible.
Document project manager is concerned that a team, the company wants to automate as much of the testing as possible. Document the step in the test script that the specific 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 are not modified or overwritten.

When you log in to Dynamics, you should see your workspaces page. Right-click in a blank area of the page and select Personalize TilePageContainer.
Click Add a workspace
Right-click on the new workspace and select Personalize < new workspace name>.
Name the workspace to Contoso Invoice.
Navigate to the Customer Invoices page.
Filter the page to display only open invoices.
Click on ... > Options.
Click on Add to workspace and select the Contoso Invoice workspace from the drop-down list.
In the Properties drop-down list, select List then click Configure.
Give the list a name such as Open Customer Invoices then click OK.