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Which role should you assign to case representatives?
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...
What should you do?
You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed. You need to configure cases. What should you do?A...
What should you configure for each requirement?
Topic 5, Misc. Questions HOTSPOT A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance. Support representatives must be able to: ✑ Specify the model of the bicycle. ✑ Capture comments from...
How should you configure security?
HOTSPOT You need to configure security roles for Dynamics 365 Connected Customer Service by using the principle of least privilege. How should you configure security? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: IoT Administrator...
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 feature should you use?
Route inquiries to an agent who speaks all caller languages but does not know the new product. You need to configure the system. Which feature should you use? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Graphical...
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.com B. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc C. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc D. https://disco.crm.dynamics.com/api/discovery/v9.1View AnswerAnswer: A
Which settings should you select?
HOTSPOT You need to select which setting needs to be configured for each setup. Which settings should you select? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Graphical user interface, text, application, email Description automatically generated
Which type of search should you perform?
You need to search for answers to customer claims. Which type of search should you perform?A . Timeline B. Quick Find C. Related D. Detail E. Case RelationshipsView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control
How are each of the cases resolved?
HOTSPOT A company uses Dynamics 365 for Customer Service. You need to document the case resolution process. How are each of the cases resolved? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuser-guide-case-sla
