PL-900 · Question #104
PL-900 Question #104: Real Exam Question with Answer & Explanation
The correct answer is B: Common Data Service. To automate call escalations for Dynamics 365 Customer Service using Power Automate, you need a connector that interacts with the underlying data platform for Dynamics 365.
Question
A company uses Dynamics 365 Customer Service. The company uses a manual process to manage call escalations. You must use Power Automate to automate the process for routing escalated calls. You need to create the flow. Which type of connector should you use?
Options
- AMicrosoft Excel
- BCommon Data Service
- COffice 365 Users
Explanation
To automate call escalations for Dynamics 365 Customer Service using Power Automate, you need a connector that interacts with the underlying data platform for Dynamics 365.
Common mistakes.
- A. The Microsoft Excel connector is used for interacting with spreadsheet files, which is not suitable for managing enterprise-level customer service data within Dynamics 365.
- C. The Office 365 Users connector is designed for retrieving user profile information from Azure Active Directory, not for accessing or manipulating Dynamics 365 customer service records.
Concept tested. Power Automate Dynamics 365/Dataverse connector
Reference. https://learn.microsoft.com/en-us/power-apps/maker/data-platform/data-platform-power-automate
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