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What should you do?
You are configuring a single business process flow in Dynamics 365 for Customer Service. You need to design the business process flow. What should you do?A . Merge peer branches to a single stage when merging branches.B . Span the process across 10 unique entities.C . Combine multiple conditions in...
Which queue types should you use?
DRAG DROP You are a Dynamics 365 for Customer Service administrator. You need to implement queues to manage cases. Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all....
Which security role should you assign to the user?
A company has the following business units: ✑ Call center ✑ Customer service ✑ Digital response ✑ Escalation The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed...
Which dashboard types should you use?
DRAG DROP You need to create the dashboards. Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard type may be used once, more than once, or not at all. You may need to drag the split bar between panes or...
Which configurations should you use?
HOTSPOT You need to configure the queues. Which configurations should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Record Creation and Update rule Reduce the need for manually creating cases from incoming emails...
Which four actions should you perform in sequence?
DRAG DROP You need to ensure that customers cannot open more cases than they are allowed. Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order. View AnswerAnswer: Explanation: Reference:...
How should you configure the search?
HOTSPOT You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search. You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:...
Which four actions should you perform in sequence?
Topic 1, Humongous Insurance Case Study 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...
Which settings should you configure?
HOTSPOT You need to configure the correct settings. Which settings should you configure? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:
What should managers use to perform weekly reviews with case representatives?
What should managers use to perform weekly reviews with case representatives?A . Tier 1 dashboardB . Agent InsightsC . Connected Customer Service dashboardD . Customer Service Performance dashboardView AnswerAnswer: B Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/intraday-agents-insights
