Topic 2: Relecloud
Case study
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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 recommend a solution for agents when working with customers to make
reservations.
What should you recommend?
A.
task flows
B.
Business Process Flows
C.
workflows
D.
Power Automate
Business Process Flows
Explanation:
Business process flows provide a guide for people to get work done. They provide a
streamlined user experience that leads people through the processes their organization
has defined for interactions that need to be advanced to a conclusion of some kind.
Use business process flows to define a set of steps for people to follow to take them to a
desired outcome.
With business processes flows available as an entity, you can now use advanced finds,
views, charts, and dashboards sourced from business process flow data for a given entity,
such as a lead or opportunity.
Scenario:
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.
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.
A.
Add security to the seat entity and assign users to the Agents role
B.
Add security to the Core Records and assign users to the Customer Service
Representative role.
C.
Copy the Microsoft Dataverse Basic User role.
D.
Rename the Customer Service Representative role to Agents
E.
Copy the Customer Service Representative role.
F.
Name the new role Agents.
Add security to the Core Records and assign users to the Customer Service
Representative role.
Copy the Customer Service Representative role.
Name the new role Agents.
Scenario: The security rule for agents must contain the privileges in the default Customer
Service
Representative security role.
Create a security role by Copy Role:
Step 1 (E): Copy the Customer Service Representative role.
Step 2 (F): Select the New Role Name.
Step 3 (B): When Copying Role is complete, navigate to each tab, ie Core Records,
Business Management, Customization, etc.
Set the privileges on each tab.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/create-edit-security-role
You need to recommend a feature that erases agent workloads and resolves reported
issues.
What should you recommend?
A.
Dynamics 365 Customer Service default functionality
B.
Microsoft AppSource
C.
Microsoft Store
Dynamics 365 Customer Service default functionality
Scenario: Agents need a way to track reservation issues.
Use Dynamics 365 Customer Service to:
Track customer issues through cases
You need to recommend solutions to meet the inspection requirements.
What should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Explanation:
Box 1: Schedule board
The Dynamics 365 Field Service schedule board provides an overview of resource
availability and bookings you can make.
Box 2: Azure IoT Central connector
Information about each machine produced must be transferred to Dynamics 365 Field
Service.
The difference between IoT hub and IoT central is that IoT is an application platform that
simplifies the creation of Internet of Things solutions. IoT central helps to reduce the
challenges of implementing IoT development, operations, and management. IoT Central is
a fully managed Software as a Service solution.
Note: There are three ways you can use to connect IoT-enabled devices into the Field
Service solution:
Connected Field Service for Azure IoT Central
Connected Field Service for Azure IoT Hub
Connected Field Service for non-Azure IoT providers using the extensible IoT
provider framework
You need to recommend the appropriate components to meet the inspection requirements.
What should you recommend? To answer, select the appropriate options in the answer
area.
NOTE: Each correct selection is worth one point.
Box 1: Security role
Microsoft Dataverse uses a role-based security model to help secure access to the
database.
Scenario:
You must prevent users from changing inspection order data once an inspection is
marked as final.
Supervisors must be able to modify standard checklists. Other employees must be
prevented from modifying checklists.
Box 2: Data flow
Dataflows are a self-service, cloud-based, data preparation technology. Dataflows enable
customers to ingest, transform, and load data into Microsoft Dataverse environments,
Power BI workspaces, or your organization's Azure Data Lake Storage account.
Scenario: Provide a visual representation of the testing measurement limits for each step.
Include an indication of how the measured value compares to measurement limits and
whether the measurement is within tolerance. Users must be able to configure the
visualizations to display the minimum value and maximum value, and whether the reading
is within the tolerance of a single targeted value. It must also be able to be used for
maintenance inspections once the machine has been installed.
You need to recommend solutions to meet the integration requirements.
What should you recommend? To answer, select the appropriate options in the answer
area.
NOTE: Each correct selection is worth one point.
You need to resolve the issue reported during testing.
What should you do?
A.
Create an image data type within the Inspection Order table.
B.
Create a relationship within the Inspection Order table to the originating inspection
order
C.
Create a Quick View form for the inspection order.
Create an image data type within the Inspection Order table.
Need to store the image in the table.
Scenario: The company uses photos of employees to generate employee badges. Photos
are uploaded into Microsoft 365 user profiles.
You need to recommend a method for transferring machine information to Dynamics 365
Field Service.
What should you recommend?
A.
Microsoft Dataverse connector
B.
Dual-write
C.
Lifecycle Services
Microsoft Dataverse connector
Scenario: Information about each machine produced must be transferred to Dynamics 365
Field Service.
Use the Microsoft Dataverse connector when connecting to the Microsoft Dataverse used
for Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 Marketing, and Microsoft Dynamics
365 Project Service Automation.
Reference:
https://docs.microsoft.com/en-us/powerapps/maker/canvas-apps/connections/connectiondynamics-
crmonline
You need to design the quality inspection order data model.
What should you recommend? To answer, select the appropriate options in the answer
area.
NOTE: Each correct selection is worth one point.
Box 1: Create a lookup to Dynamics 365 Field Service
Scenario: Machines are assigned serial numbers and placed in stock until they are shipped
to customers.
Entity lookup: Allows technicians to choose a Dynamics 365 record. In the inspection
designer interface, admins must select an entity and a field to display. For a chosen entity,
the Name field and mandatory fields are the entity attributes that can be displayed in the
lookup.
Box 2: Create a one-to-many relationship and set the behavior to Parental
Scenario: Inspection orders must:
Allow entry of quality ratings of passed or failed for each quality metric identified
for the machine being rated.
Be automatically marked as failed if one inspection step rating is marked as failed.
Each inspection order can have one or many inspection steps, and each inspection step
has a rating.
Note: Each pair of tables that are eligible to have a 1:N relationship can have multiple 1:N
relationships between them. Yet usually only one of those relationships can be considered
a parental table relationship.
You need to recommend a solution for creating the initial inspection checklists.
What should you recommend?
A.
Power Apps Maker portal
B.
Dataverse for Teams
C.
Power Apps Studio
D.
Data Migration utility
Dataverse for Teams
Scenario: Standardized checklists must be stored in the solution for use by inspectors. A
copy must be created when a new inspection is initiated.
Dataverse for Teams – built on Microsoft Dataverse – provides relational data storage, rich
data types, enterprise-grade governance, and one-click solution deployment to the
Microsoft Teams app store.
Dataverse for teams table creation has all of the things that are great about Microsoft Lists,
without the major downsides.
Reference:
https://docs.microsoft.com/en-us/powerapps/teams/create-table
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