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How should access to the queues be configured?
HOTSPOT You need to determine the type of queues to create. How should access to the queues be configured? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: Private Miscellaneous queues must be visible to everyone...
How many cases are left?
A customer has three cases in process and two cases for the current calendar year. You need to determine how many cases the customer has left on their entitlement. How many cases are left?A . 20B . 22C . 23D . 25View AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer
Which role should you assign to each user?
DRAG DROP You need to set up users with permissions to use the digital messaging channels. Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role may be used once, more than once, or not at all. You...
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.comB . https://disco.crm.dynamics.com/xrmservices/2011/discovery.svcC . https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svcD . https://disco.crm.dynamics.com/api/discovery/v9.1View AnswerAnswer: A
Which access levels should you apply?
HOTSPOT You are configuring a Dynamics 365 for Customer Service instance. Customer service manager cannot create new entitlements for customer service representatives. You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives. Which access levels should you apply? To...
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...
What should you do?
HOTSPOT You need to meet the automatic case creation requirements. What should you do? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/automatically-create-case-from-email https://cloudblogs.microsoft.com/dynamics365/it/2017/07/25/convert-email-to-a-case-with-a-few-clicks-in-dynamics-365-app-for-outlook/
Does the solution meet the goal?
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you...
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,...
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...
