Case study
This is a case study. Case studies are not timed separately. You can use as 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 time 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 in 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.
To start the case study
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 are ready to answer a question, click the Question button to return to the
question.
Background
Current environment
Adventure Works Cycles wants to replace their paper-based bicycle manufacturing
business with an efficient paperless solution. The company has one manufacturing plant in
Seattle that produces bicycle parts, assembles bicycles, and distributes finished bicycles to
the Pacific Northwest.
Adventure Works Cycles has a retail location that performs bicycle repair and warranty
repair work. The company has six maintenance vans that repair bicycles at various events
and residences.
Adventure Works Cycles recently deployed Dynamics 365 Finance and Dynamics 365
Manufacturing in a Microsoft-hosted environment for financials and manufacturing. The
company plans to leverage the Microsoft Power Platform to migrate all of their distribution
and retail workloads to Dynamics 365 Unified Operations.
The customer uses Dynamics 365 Sales. Dynamics 365 Customer Service and Dynamics
365 Field Service.
Retail store information
Adventure Works Cycle has one legal entity, four warehouses, and six field service
technicians.
Warehouse counting is performed manually by using a counting journal. All
warehouse boxes and items are barcoded.
The Adventure Works Cycles retail location performs bicycle inspections and
performance tune-ups.
Technicians use paper forms to document the bicycle inspection performed before
a tune-up and any additional work performed on the bicycle.
Adventure Works Cycles uses a Power Apps app for local bike fairs to attract new
customers.
A canvas app is being developed to capture customer information when customers
check in at the retail location. The app has the following features:
Technology
Requirements
A plug-in for Dynamics 365 Sales automatically calculated the total billed time from
all activities on a particular customer account, including sales representative visits,
phone calls, email correspondence, and repair time compared with hours spent.
A shipping API displays shipping rates and tracking information on sales orders.
The contract allows for 3,000 calls per month.
Ecommerce orders are processed in batch daily by using a manual import of sales
orders in Dynamics 365 Finance.
Microsoft Teams is used for all collaboration.
All testing and problem diagnostics are performed in a copy of the production
environment.
Customer satisfaction surveys are recorded with Microsoft Forms Pro. Survey
replies from customers are sent to a generic mailbox.
Automation
A text message must be automatically sent to a customer to confirm an
appointment and to notify when a technician is on route that includes their location.
Ecommerce sales orders must be integrated into Dynamics 365 Finance and then
exported to Azure every night.
A text alert must be sent to employees scheduled to assist in the repair area of the
retail store if the number of repair check-ins exceeds eight.
Submitted customer surveys must generate an email to the correct department.
Approval and follow-up must occur within a week.
Reporting
The warehouse manager’s dashboard must contain warehouse counting variance
information.
A warehouse manager needs to quickly view warehouse KPIs by using a mobile
device.
Power BI must be used for reporting across the organization.
User experience
Warehouse counting must be performed by using a mobile app that scans
barcodes on boxes.
All customer repairs must be tracked in the system no matter where they occur.
Qualified leads must be collected from local bike fairs.
Issues
Warehouse counting must be performed by using a mobile app that scans
barcodes on boxes.
All customer repairs must be tracked in the system no matter where they occur.
Qualified leads must be collected from local bike fairs.
Internal
User1 reports receives an intermittent plug-in error when viewing the total bill
customer time.
User2 reports that Azure consumption for API calls has increased significantly to
100 calls per minute in the last month.
User2 reports that sales orders have increased.
User5 receives the error message: ‘Endpoint unavailable’ during a test of the
technician dispatch ISV solution.
The parts department manager who is the approver for the department is currently
on sabbatical.
External
CustomerB reports that the check-in app returned only one search result for their
last name, which is not the correct name.
Nine customers arrive in the repair area of the retail store, but no texts were sent
to scheduled employees.
Customers report that the response time from the information email listed on the
Adventure Works Cycles website is greater than five days.
CustomerC requested additional information from the parts department through
the customer survey and has not received a response one week later.