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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.
Current environment. General -
Bookings at the resort have decreased. The company has decided to focus on creating a tailored, first-class experience for guests. The company also plans to target corporate meetings and events.
The company recently purchased a chatbot named FAQbot from AppSource. The chatbot uses the resort's existing FAQs. Current environment. Communication
Communication between staff members is primarily conducted through email and SMS text messages. Conversations between staff members and guests are often lost.
Conference calls are used for all group meetings. Current environment. Event registration
Corporate customers can reserve a meeting room at the resort to host meetings. The meetings will include lunch and choice of either an inside-spa experience or a seasonally appropriate outdoor activity.
Event registration is conducted three weeks prior to start of the event. It is assumed that all event attendees will attend the meeting.
Current environment. Check-in progress
Guests wait in lines to check in and obtain name badges. At this time, guests can specify any dietary restrictions and select their activity preference. This can result in long wait times and crowding at the front desk.
For health and compliance reasons, guests must answer a series of questions with a yes or no answer during check-in. The front desk will ask and record these answers for the resort's records.
Current environment. Marketing -
At the check-in counter, the guests can drop their business cards into a bowl for a chance to win an all-inclusive weekend stay at the resort. The resort uses the business card information to send announcements about promotions and upcoming events.
Current environment. Resort policies and event inquiries
A guest can call or send an email to the event coordinator at the resort to get information about hotel policies, snow conditions, or to pre-select their after- meeting event.
Guests can also go to the website to view the extensive list of frequently asked questions (FAQ) compiled over the years. Many of the answers to the FAQ's are out of date.
Requirements. General -
Alpine Ski House does not employ technical staff and does not have the budget to hire an external firm to develop solutions. There are two team members who are proficient at Microsoft Excel formulas. Any solution created must use the capabilities of current team members.
All solutions must be simple to use, easy to maintain, and represent the brand of the resort. You must implement the following solutions:
a centrally managed communication solution a customer service solution
a resort portal a chat solution
a check-in solution
Requirements. Communication -
Communication between team members must be centrally managed and unified in Microsoft Teams. When the company confirms an event, they must provide a list of guest's names and email addresses.
You must send guests a welcome email that includes a unique registration number for authentication with the resort's portal. Guests must receive a separate email to verify proof of ownership for their registration.
Requirements. Event attendance -
Guests must create an account and sign into a resort portal to confirm their attendance to an event and pre-select an after-meeting event. Prior to the event, guests must be able to identify any personal dietary restrictions.
Requirements. Check-in processes
Check-in processes must be self-service. Each screen must ask for specific data from the guest. The check-in solution will use some data that is stored in
The check-in solution must continue to function if there are internet issues. If the self-service kiosks are not available, staff must be able to use the check-in solution from within their communication solution.
The check-in solution must have a screen where the guest will select either yes or no to health and wellness questions. Guests must physically interact with each answer before proceeding to the next screen.
Guests must be able to confirm any dietary restrictions they may have entered from the portal or add new ones at this time. Data must be entered in each screen before users move on to the next screen.
Requirements. Marketing -
To eliminate the handling of business cards, the check-in solution must be able to translate the contents of the business cards into Alpine Ski House's marketing system.
The solution must not require any effort or manual entry from the guest to prevent any mistyped information and to make it more appealing to the guest to participate.
Requirements. Hotel policies and event inquiries
The portal must allow the guests to ask questions about hotel policies, event information, weather reports, and current weather conditions at the resort.
Requirements. Chat solution -
The chat solution must specifically address the following key words. No additional key words will be added until a later implementation phase: Snow reports
Weather conditions Start time
End time Event date
Outdoor activities Indoor activities Most popular
The chat solution must be available always and not require staff to answer all of the questions. If a question does require a staff member's attention, the solution must determine which staff member is best to assist the customer with the question.
The information in the FAQ on the legacy website must be used in the chat solution but retyping all the data from the website should not be required. If guests ask about topics that are not listed in the FAQ the chat solution must identify the issue and escalate to a staff member.
Team members must be able to ask their own questions through a centrally managed communication solution instead of using the guest portal. Team members must be able to access the same FAQ across multiple solutions.
Guest1 inquires about snow conditions several times during each day of their stay. Question HOTSPOT -
You need to design and create the solution for gathering contact information from guests for marketing purposes. What should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point. Hot Area:
Microsoft PL-200 Exam (Microsoft Power Platform Functional Consultant) Detailed Information
Microsoft Certification Program benefits
Learn about the benefits of the Microsoft Certification Program. Find answers to frequently asked questions regarding program benefits and Microsoft accounts.
Q. What are the benefits of achieving a Microsoft Certification?
Microsoft Certification is an industry standard that is recognised worldwide. After you earn your Microsoft Certification, you have access to a number of benefits, which can be found on your benefits and exams dashboard.
Q. What will I find on the benefits and exams dashboard and who has access?
Individuals who have passed a Microsoft exam have access to the benefits and exams dashboard.
On the site, you will find:
A downloadable version of your certificate (you can order a printed copy); MOS members will need their Certiport login information
Your official Microsoft Certification downloadable transcript and access to the transcript-sharing tool
A tool to create and download certification logos
Your contact preferences and profile
Your Certification Planner
A sign up for the MCP Flash newsletters
Promotional offers, discounts and additional services
Q. What is a Charter certificate?
Charter Members are the pioneering group of individuals who achieve a certification within six months following the retail release date of the certification. (People who pass the beta exams will receive the Charter certificate after the certification is commercially released.) Charter Members are recognised by being given the Charter version of the certificate acknowledging their early adoption of the technology solution. The Charter version of the certificate includes the word "Charter".
Q. Which certifications are eligible for Charter status?
If you have any of the following certifications, you are eligible for the Charter certificate: Microsoft Certified Solutions Associate (MCSA), Microsoft Certified Solutions Expert (MCSE), Microsoft Certified Solutions Developer (MCSD), Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP), Microsoft Certified Solutions Master (MCSM), or Microsoft Certified Professional Developer (MCPD). Exceptions include those certifications that are released when the technology covered is no longer the latest version of the technology. These include the MCSA: Windows 7, the MCSA: SQL Server 2008 and the MCSA: Windows Server 2008.
In addition, Microsoft Specialist (Specialist) certifications released in and after September 2015 are also eligible for Charter status, including all Windows 10, Big Data Analytics and Cloud Data Platform Specialist certifications.
Q. How much time do I have to order my Charter certificate?
You can digitally download or order your Charter certificate at any point after it is earned.
Q. When does the Charter certificate period start for localised exams?
The six-month "clock" start time is based on the earliest time the certification can be earned, which is typically based on English-language exam availability. For example, if an exam is available in German two months after the English version is available, the German candidate has only four more months to earn a Charter certificate.
Q. I have heard that Microsoft sponsors an Elevate America veterans initiative to help our country's veterans and their spouses acquire the skills and resources that they need to be successful in today's workplace. What is this initiative?
Through this initiative, Microsoft convenes a coalition of public, private and non-profit organisations that are interested in contributing expertise, cash and in-kind resources to help U.S. veterans and their spouses build the skills and access the resources that they need to be successful in today's workforce.
Accessing the benefits and exams dashboard
Q. How do I qualify for access to the benefits and exams dashboard?
The benefits and exams dashboard is available if you have passed a Microsoft qualified exam. It provides customised resources specific to your achievements and certifications.
Sign in to the benefits and exams dashboard
Q. How do I access the Microsoft Certification benefits and exams dashboard for the first time?
After you pass your first Microsoft Certification exam, you will receive a welcome email message outlining the steps needed to gain access to the benefits and exams dashboard. Please check your junk folder to ensure that the automatic email message is not blocked by your spam filter. Here are the instructions you will receive in the email message.
Create a Microsoft account if you don't already have one.
On your first visit, click on the link provided in the email and use your Microsoft account to log in to the benefits and exams dashboard.
Note This must be done within 90 days of receiving the email to meet security requirements.
In some cases, you may be required to enter your Microsoft Certification ID (MC ID) and temporary access code, which will be supplied in the email message.
On future visits, log in to the benefits and exams dashboard using the same Microsoft account.
For assistance, go to Microsoft training and certification help.
Q. I do not know my Microsoft Certification ID (formerly MCP ID). What should I do?
Your MC ID is shown in your welcome email as well as in the profile information on the benefits and exams dashboard. If you are unable to access the benefits and exams dashboard, contact your Microsoft Regional Service Centre for assistance.
Q. What is the access code required for the benefits and exams dashboard?
An access code is a unique code that allows first-time access to the benefits and exams dashboard and, if required, is provided in your welcome email. You can only use the access code to sign in to the benefits and exams dashboard for the first time. If you misplace your code or it has retired, contact your Microsoft Regional Service Centre for assistance.
Q. How long does it take for my data to update after accessing the benefits and exams dashboard for the first time?
After you register, you must wait 24 hours before accessing your program benefits.
Q. I am a returning user and cannot access the benefits and exams dashboard. How do I gain access?
If you cannot remember the Microsoft account information associated with your account, or you have other difficulty accessing the benefits and exams dashboard, contact the Microsoft Regional Service Centre in your area.
Note If you have a Hotmail account, MSN email account or Microsoft Passport, it is your Microsoft account.
Q. I saved the URL to my Microsoft Certification Program benefits in my Favourites, but when I navigate there I am redirected to a sign-in page, not the page I am trying to access.
Because online benefits are available only to eligible Microsoft Certification Program members, you must enter your Microsoft account credentials to access your online benefits. After your account is authenticated, you will be redirected to the page you are trying to access.
Q. Why is my name on the benefits and exams dashboard different from what it is in my Microsoft Personal Profile?
You are required to use your legal name for the benefits and exams dashboard. The Microsoft Personal Profile is associated with your Microsoft account.
Q. How do I update my legal name?
To update your legal name, contact your Microsoft Regional Service Centre.
Q. How do I update the information in my Microsoft Personal Profile?
You can update your Microsoft Personal Profile in the Profile Centre.
To change the name that is associated with your Microsoft Certification ID (formerly, MCP ID), contact your Microsoft Regional Service Centre.
Q. I updated my email address at the Profile Centre, but it was not changed on my Microsoft Certification transcript. What is wrong?
It can take up to 48 hours for changes in your profile to appear on your Microsoft Certification transcript. Check your transcript later to verify that your email address has been updated.
Q. I entered an email address in my Microsoft Personal Profile, but the email field is still blank. What happened?
After you update your Personal Profile, a message is sent to the email address noted in your profile. For the changes to be saved, you must follow the instructions in the email message to confirm the update. Otherwise, the email address in your profile will be removed because it has not been confirmed.
Q. How do I use the Microsoft Certification logos, and what are my rights and responsibilities when I use them?
When you access the logo tool, you are required to read and accept the MCP logo guidelines to correctly promote your relationship with Microsoft and to protect the integrity of the logos. You must sign in to the benefits and exams dashboard in order to access these guidelines.
Q. How can I download electronic files of Microsoft Certification logos?
Logos are available for download from the benefits and exams dashboard.
Q. I passed a test a week ago and I want to print my logo, but I cannot select it for printing.
The test that you passed might not qualify you to print that specific logo. If you believe this is an error, contact the Microsoft Regional Service Centre.
Q. How do I report misuse of a Microsoft Certification logo?
Contact the Microsoft Regional Service Centre.
Microsoft account and Profile Centre
Q. What is Microsoft account?
Microsoft account (formerly Windows Live ID) enables you to simply use your email address and password to sign in. After you create your Microsoft account, you can access all Microsoft account sites and services. If you already have an MSN Hotmail, MSN Messenger or Passport account, it is your Microsoft account.
Learn more about Microsoft account.
Q. If I do not have a Microsoft account, do I need to set one up to access the benefits and exams dashboard?
Yes. You can sign up for a Microsoft account now. You will not be able to access the benefits and exams dashboard without one.
Q. If I already have a Microsoft account, can I use it to access the benefits and exams dashboard?
Q. I do not remember the Microsoft account I used to access the benefits and exams dashboard. What should I do?
If you cannot remember the Microsoft account that you used to access the benefits and exams dashboard, contact your Microsoft Regional Service Centre for assistance.
Q. Will my Microsoft account expire?
If your Microsoft account is unused for one year, your Microsoft account may expire, and you may need to re-establish a Microsoft account.
Q. How do I update my profile?
Log in to the benefits and exams dashboard and, under the Account menu in the top right corner of the page, click Profile settings.
Q. What should I regularly update in my profile?
Update the following information to ensure that you receive communications from Microsoft:
Your contact preferences: Specify whether you want to receive promotional information about Microsoft products, services and events.
Your personal information: View, add or edit your personal contact information, such as your email address, business or personal address and phone numbers.
Your business information: View, add or edit information about your job and your organisation so that we can personalise content and recommend materials that match your job, organisation or industry.
Your technology preferences: View, add or edit information about your technology interests so that we can personalise content and recommend materials that match your interests.
Q. What if I do not want to receive email messages from Microsoft?
You are under no obligation to receive email messages from Microsoft. However, if you indicate that you do not want to receive communications from Microsoft through email, you cannot receive e-newsletters, such as the MCP Flash and MCT Flash. These communications provide up-to-date information on changes in training and certification resources, such as discontinued exams, Microsoft Certified Professional (MCP) benefits and special offers.
Q. How do I ensure that I receive communications by email?
Visit the Microsoft Profile Centre to indicate that you want to receive email messages from Microsoft.
Sign in to the Microsoft Profile Center to view and update your profile
Profile Center screenshot
Click My Contact Preferences, located on either the Profile Centre home page (shown above) or on the left-hand side of the page (shown below). Select E-Mail Address, and then click Save.
Note You can always unsubscribe from selected e-newsletters. However, if you do not select the E-Mail Address option, Microsoft cannot send you any information by email, including product notifications and news.
My Contact Preferences screenshot
Sign-up for e-newsletters: Select Manage Subscriptions on the left-hand side of the page. Tick all of the subscriptions that you want to receive, and then click Subscribe. You can also unsubscribe from publications.
Accessing your transcript
Q. Where can I find my transcript or see which exams I have passed?
Access your transcript from the benefits and exams dashboard.
Under the section called Transcript, click on the View link.
Q. How do I give my employer or others access to my transcript via a secure connection that they can trust?
Microsoft offers a tool called Transcript Sharing, which can be accessed from the benefits and exams dashboard. Under the section called Transcript, click the Share link.
You will be asked to create an Access Code (which can be changed at any time) and given a Transcript ID. You will then provide these two codes to your selected audience, along with a URL to view your transcript.
Q. I have certifications from multiple providers; can I combine all my credentials into one transcript?
Microsoft has worked with the IT Certification Council (ITCC), along with other industry certification providers, to provide MCPs with the opportunity to create one transcript across providers. Under the Transcript section of the benefits and exams dashboard, click Create a multi-vendor transcript. You will then be asked to provide your transcript sharing codes. The transcript sharing code can be found by clicking Share your transcript.
Q. What if I cannot print or access my transcript?
If you cannot print or access your transcript, contact your Microsoft Regional Service Centre.
To ensure a prompt response:
Use the email address associated with your Microsoft Certification ID (MC ID), if possible.
Have your Microsoft Certification ID number available.
If you do not know your Microsoft Certification ID, have other information available, such as your address, telephone number, exam numbers and completion dates.
Q. I viewed my transcript but it is missing data. Why can't I see all my data?
It can take up to two weeks for Microsoft to receive and process your exam records. If it has been more than two weeks since you took your exam, and the results still do not appear on your transcript, or if you notice any other problems, contact your Microsoft Regional Service Centre.
Training and certification from Microsoft
Fulfill your potential and make the most of your investment in Microsoft technology with certification, classroom training, e-learning, and books from Microsoft and Microsoft Learning Partners.
A Microsoft Certification validates your expertise in a Microsoft technology. As a Microsoft Certified Professional, you’ll have access to community resources and tools that allow you to exchange ideas with peers, increase your knowledge and skills, and broaden your career opportunities.
Microsoft Certified Trainers
Microsoft Certified Trainers (MCTs) are classroom and e-learning instructors, training and certification consultants, authors, conference presenters, and user group leaders who combine their expertise, experience, and passion for training and leadership to help Microsoft customers and partners realize their full learning potential.
Microsoft Learning Partners
Microsoft Partners with the Learning competency (Learning Partners) are training companies that meet stringent Microsoft qualifications to train IT professionals and developers on Microsoft technologies.
Microsoft Imagine Academy
The Microsoft Imagine Academy program connects the world of education to the world of work by enabling faculty and students to acquire new technology skills in an academic setting.
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