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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 ActionB . Warning ActionC . Applicable WhenD . Success CriteriaE . Success ActionView AnswerAnswer: A Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
What SLA types should you use?
DRAG DROP You are a Dynamics 365 for Customer Service system administrator. You need to create service-level agreements (SLAs) to meet company requirements. What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once,...
Which solution should you use?
Topic 5, Lucerne Publishing Overview Lucerne Publishing is a publishing company in Canada. The company publishes books for higher education, it also invests in multiple cloud-based solutions to support the customer sen/ice, publishing, and sales departments. Lucerne Publishing uses the following: • The Customer Service app for the publishing customer...
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 do?
You are a customer service representative using Dynamics 365 for Customer Service. You need to identify and eliminate duplicate cases. What should you do?A . Configure Dynamics 365 AI for Customer ServiceB . Use business rulesC . Merge casesD . Use parent-child case relationshipsView AnswerAnswer: B
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 configuration should you use for each scenario?
HOTSPOT You need to configure each escalation scenario. Which configuration should you use for each scenario? 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/configure-bot-virtual-agent
What should you do?
A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you. You will be going on a vacation. You need to assign the case to someone else. What should you do?A . Release the case.B . Route the case to another queue.C . Share...
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
What is the outcome for the merge process?
HOTSPOT You use Dynamics 365 for Customer Service. You need to merge cases. What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:
