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What should you do?
You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?A . Configure service level agreements to be on hold until a call can be made to the customer.B . Create an automatic...
Which two actions should you perform?
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer. You need to create a customer service satisfaction survey and embed it on a website. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is...
Which field types does the Case Resolution form use?
HOTSPOT A client plans to implement a case resolution process. Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:
Which options should you configure?
Topic 2, Lamna HealthCare 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...
In which order should you perform the actions?
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...
Which options should you use?
HOTSPOT You need to configure OmniChannel to route correctly. Which options 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: Two You must create two types of Omnichannel queues: regular and escalated. Box...
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 three entities can you use?
You use Dynamics 365 for Customer Service. You need to create business process flows. Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.A . GoalB . CaseC . LetterD . Social activityE . Rollup queriesView AnswerAnswer: B,...
Which three actions should you perform in sequence?
DRAG DROP You are a Dynamics 365 for Customer Service administrator. You need to import cases from a file without applying routing rules. Which three 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...
What should you configure?
You need to configure the system to meet the three-day and seven-day timeframes. What should you configure? A. Entitlement conditions B. Workflows C. Power Automate D. Service Level Agreement conditionsView AnswerAnswer: D Explanation: Cases that come in as phone calls must be resolved with seven business days. Cases that come...
