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How should access to the queues be configured?
Topic 4, Lamna Healthcare Company (NEW) 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...
Which type of SLAs should you use?
HOTSPOT You are a Dynamics 365 for Customer Service administrator. Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs). You need to configure SLAs based on the requirements. Which type of SLAs should you use? To answer, select the appropriate option in...
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. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution....
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: Graphical user interface, text, application Description automatically generated
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:...
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...
How should you configure the settings?
HOTSPOT You need to set the schedule to meet requirements for appointments. How should you configure the settings? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer: Explanation: Box 1: 30 minutes Nurses and doctors must be booked for...
Which options should you use?
HOTSPOT A computer repair company employs technicians. Some technicians fix hardware issues and some fix software issues. A case is opened for each customer call. Technicians are sent to customers’ homes when issues cannot be fixed over the phone. The company implements Dynamics 365 Customer Service and wants to start...
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...
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...
