Case Study 2 - Relecloud
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 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.

You are designing a Power Platform solution.
During quality assurance testing the API limits are reached.
You need to identify and resolve the issue.
Which two actions should you recommend? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A multinational organization uses a single Microsoft Power Platform environment. The instance hosts multiple customizations for different users m different regions.
Users in some regions complain about slow toad time of the customizations.
You need to architect a solution based on the main requirement.
What should you recommend? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.

A company has a Power Platform solution that integrates with a third-party system.
The client reports that unexpected updates are being made to the Accounts table.
You need to determine the root cause of the issue.
In which three locations should you investigate? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

You are designing a Power Platform solution for a company. The company issues each employee a tablet device.
The company wants to simply the opportunity management processes and automate when possible. The company identifies the following requirements:
Users must have a visual guide to know which data to enter in each step of the opportunity management process.
The system must automatically assign the opportunity to a manager for approval once all data is entered.
The system must notify an assignee each time an opportunity is assigned to them by using push notifications.
When a user selects a push notification, the associated opportunity must display.
You need to recommend the Power Platform components that will meet their requirements.
Which three Power Platform components should you recommend? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.