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Which feature should you use?
Route inquiries to an agent who speaks all caller languages but does not know the new product. You need to configure the system. Which feature should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Graphical...
Which service URL should you use?
Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service. You need to configure a Power BI connection to a Dynamics 365 organization named Contoso. Which service URL should you use?A . https://contoso.crm.dynamics.com B. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc C. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc D. https://disco.crm.dynamics.com/api/discovery/v9.1View AnswerAnswer: A
Which settings should you select?
HOTSPOT You need to select which setting needs to be configured for each setup. Which settings should you select? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Graphical user interface, text, application, email Description automatically generated
Which type of search should you perform?
You need to search for answers to customer claims. Which type of search should you perform?A . Timeline B. Quick Find C. Related D. Detail E. Case RelationshipsView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control
How are each of the cases resolved?
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. View AnswerAnswer: Explanation: References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-case-sla
What are two possible ways to achieve this goal?
You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine how SLAs on demand can be assigned. What are two possible ways to achieve this goal?...
Which type of entitlement should you create?
A company must standardize the management of web leads and leads generated across their internal and external sales teams. You need to create an entitlement. Which type of entitlement should you create?A . Multi-channel B. Omnichannel C. Teams channelView AnswerAnswer: B Explanation: Omni-channel: An omni-channel solution offers two or more...
What should you configure?
You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements. What should you configure?A . Failure Action B. Warning Action C. Applicable When D. Success Criteria E. Success ActionView AnswerAnswer: A Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
What should you do?
You are creating a survey using Voice of the Customer. You need to embed the survey into a website and make it available to your customer. What should you do?A . Create the website. Add the URL to the Dynamics 365 site in your website. B. Create your Dynamics 365...
Which options should you configure?
HOTSPOT You need to configure the options for the schedule. Which options should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Graphical user interface, text, application Description automatically generated
