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Which setting should you use?
HOTSPOT You must set up the following: ✑ A work stream must be configured to use Twitter. ✑ The cases must automatically go to the next available sales representative. ✑ Any existing case that comes in must be assigned automatically to the sales representative who worked on the case originally....
What are two possible reasons why the rule is not working?
A company uses Dynamics 365 Customer Service. You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab. You test the rule and discover that exact matches do not appear. You need...
Which three actions should you perform in sequence?
DRAG DROP You are a Dynamics 365 for Customer Service administrator. Your company requires a new phone-to-case business process flow for customer service representatives to follow. The stages are as follows: ✑ Verification ✑ Acknowledgement and research ✑ Resolution Customer service representatives must send an email to the customer when...
What should you do?
You are a customer service manager using Dynamics 365 for Customer Service. You need to restrict support to the products that a customer has purchased. What should you do?A . Add the product to the accountB . Add the products to the caseC . Add the products to the customer’s...
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 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 options should you configure?
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...
Which dashboard should you recommend?
HOTSPOT A company is evaluating Dynamics 365 Customer Service Insights. The company decides to use the sample data environment to expedite the evaluation process. You need to recommend a dashboard. Which dashboard should you recommend? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is...
Which type of search should you perform?
You need to search for answers to customer claims. Which type of search should you perform?A . TimelineB . Quick FindC . RelatedD . DetailE . Case RelationshipsView AnswerAnswer: C Explanation: Reference: https://docs.microsoft.com/en-us/dynamics365/customer-service/search-knowledge-articles-csh#knowledgebase-search-control
Which three SLAs should you create?
Topic 1, Humongous Insurance 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...
