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Microsoft PL-600 Exam (page: 6)
Microsoft Power Platform Solution Architect
Updated on: 25-Dec-2025

Viewing Page 6 of 49
PL-600 PDF 255 Questions

A company provides professional development certifications to technologies around the world. The company uses multiple call centers to support customers. The company plans to implement Dynamics 365 Customer Service.
The company must increase productivity for call center employees. The solution must meet the following requirements:
-Handle multiple customer interactions at once
-Ensure that users can access information from several business applications.
-Interact with customers by using the following channels: chat, phone calls, emails, and online reviews.
-Implement all functionality in a single interface.
You need to recommend a solution that meets the requirements of the company.
What should you recommend?

  1. Omnichannel for Customer Service
  2. Live Assist for Microsoft Dynamics 365 Powered by CafeX
  3. LinkedIn connector
  4. Unified Service Desk

Answer(s): A

Explanation:

Omnichannel for Customer Service is a robust application that extends the power of Dynamics 365 Customer Service to enable organizations to instantly connect and engage with their customers via channels like Live Chat and SMS.
Omnichannel for Customer Service also provides a modern, customizable, high-productivity app that allows agents to engage with customers across different channels. The application offers contextual customer identification, real-time notification, integrated communication, and agent productivity tools like KB integration, search, and case creation to ensure agents are effective.


Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel



HOTSPOT (Drag and Drop is not supported)
You are designing a Microsoft Power Platform solution for a company.
Which components should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:

  1. See Explanation section for answer.

Answer(s): A

Explanation:


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 ג€When a record is updatedג€, then add a Condition in the flow and configure it with Status Label equals to Won.


Reference:

https://docs.microsoft.com/en-us/powerapps/maker/data-platform/data-platform-create-business-rule https://www.inogic.com/blog/2021/12/how-to-win-lose-dynamics-365-crm-opportunity-through-power-automate-flow/



An organization plans to implement a solution to deliver the complete sales process for its sales teams. The organization does NOT have any physical barcode scanners.
To meet the organization business requirements, the proposed solution must include the following capabilities:
-Create and qualify leads to contacts
-Generate quotes and convert quotes to orders
-Scan product barcodes as part of the order generation process
You need to recommend a solution to help the organization achieve its business requirements.
What should you recommend?

  1. Dynamics 365 mobile app and a Power Apps canvas app
  2. Dynamics 365 for Phones only
  3. Dynamics 365 Customer Service and Dynamics 365 Sales
  4. Unified Service Desk

Answer(s): A

Explanation:

There is barcode scanner control in Power Apps. The control opens a native scanner on an Android or iOS device. The scanner automatically detects a barcode, a QR code, or a data-matrix code when in view.
Use the Dynamics 365 for phones or Dynamics 365 for tablets app to run customer engagement apps (such as Dynamics 365 Sales, Dynamics 365 Customer
Service, and Dynamics 365 Marketing), built on Microsoft Dataverse on your mobile device.
Incorrect Answers:
D: Unified Service Desk for Microsoft Dynamics 365 provides a configuration-based framework for quickly building agent applications for call centers.


Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/mobile-power-app-system-barcode-scanning https://docs.microsoft.com/en-us/dynamics365/mobile-app/overview



You are creating a scope of work document for a solution.
You have the following requirements:
-Track support cases, first response time, and resolution time.
-Include a chat-like interface that allows managers to check the status of cases with minimal manual searching.
-Allow cases to have multiple different priority levels.
You need to include the required Dynamics 365 and Microsoft Power Platform components.
Which two components should you include? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

  1. Dynamics 365 Customer Service
  2. Power Virtual Agents
  3. Power BI
  4. Dynamics 365 Customer Voice

Answer(s): A,B

Explanation:

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-virtual-agents https://docs.microsoft.com/en-us/dynamics365/customer-service/overview



A car dealership has a custom financing table.
You are working with a developer to add a button to a ribbon that displays a hidden section of a form when specific criteria are met.
You need to recommend tools and technologies for the developer.
Which two tools or technologies should you recommend? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

  1. Write a business rule.
  2. Write a JavaScript code.
  3. Use the Ribbon Workbench.
  4. Use the form editor.

Answer(s): B,C

Explanation:

Client-side scripting using JavaScript is one of the ways to apply custom business process logic for displaying data on a form in a model-driven app.
You can use a community tool, Ribbon Workbench, to visually edit ribbons using the UI.


Reference:

https://docs.microsoft.com/en-us/powerapps/developer/model-driven-apps/client-scripting https://docs.microsoft.com/en-us/powerapps/developer/model-driven-apps/customize-commands-ribbon



Viewing Page 6 of 49



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Tech Lady 10/17/2023 12:36:00 PM

thanks! that’s amazing
Anonymous