HOTSPOT

A company uses Dynamics 365 for Customer Service.

You need to document the case resolution process.

How are each of the cases resolved? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution

Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-case-sla

HOTSPOT

You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.

You approve some articles and revert some articles to draft status.

For each action, what should you do next? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution

Correct Answer:

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.

You will be going on a vacation.

You need to assign the case to someone else.

What should you do?

Reveal Solution Hide Solution

DRAG DROP

You are a Dynamics 365 for Customer Service system administrator.

You need to create service-level agreements (SLAs) to meet company requirements.

What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content. NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution

Correct Answer:

Explanation:

Reference: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.

You need to enable on-demand SLAs.

What should you do?

Reveal Solution Hide Solution

DRAG DROP

You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.

You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.

You need to enable service-level agreements (SLAs) for accounts.

In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.

Reveal Solution Hide Solution

Correct Answer:

HOTSPOT

You are a Dynamics 365 for Customer Service administrator.

Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).

You need to configure SLAs based on the requirements.

Which type of SLAs should you use? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution

Correct Answer:

You are a Dynamics 365 for Customer Service administrator.

You need to deactivate entitlements.

When should you deactivate entitlements? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.

Reveal Solution Hide Solution

You are a customer service manager using Dynamics 365 for Customer Service. You need to restrict support to the products that a customer has purchased.

What should you do?

Reveal Solution Hide Solution

You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.

You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.

What should you do first?

Reveal Solution Hide Solution