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What should you do?
HOTSPOT You need to ensure cases are handled correctly. 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/overview-unified-routing
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 actions should you perform?
HOTSPOT You are a Dynamics 365 for Customer Service administrator. Members of the customer support staff must not be available on public holidays in the year 2021. You need to configure holiday schedules. Which actions should you perform? To answer, select the appropriate options in the answer area. NOTE: Each...
Which feature should you use for each parameter?
HOTSPOT You need to select the feature for each parameter. Which feature should you use for each parameter? 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/create-operating-hours
Which tools should you use?
DRAG DROP You need to identify the productivity tools to use for the agents. Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar...
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
Which four actions should you perform in sequence?
DRAG DROP You need to create an entitlement template. In System Settings, you navigate to Service Management. 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:...
What are two possible ways to achieve this goal?
You need to configure the queue for telephone-based cases. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.A . Create a case from email.B . Define an SLA and entitlements and set entitlement values for...
What should you use?
You need to configure the SMS workstream. What should you use?A . the existing fallback queueB . the work distribution mode set to pushC . a new fallback queueD . the work distribution mode set to pullView AnswerAnswer: B
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:
