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Which access levels should you apply?
HOTSPOT You are configuring a Dynamics 365 for Customer Service instance. Customer service manager cannot create new entitlements for customer service representatives. You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives. Which access levels should you apply? To...
What should you configure?
You need to configure the system to meet the three-day and seven-day timeframes. What should you configure? A. Entitlement conditions B. Workflows C. Power Automate D. Service Level Agreement conditionsView AnswerAnswer: D Explanation: Cases that come in as phone calls must be resolved with seven business days. Cases that come...
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...
What should you do first?
You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule. You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets. What should you do first?A . Use Lookup to specify the Add...
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...
Which security role should you assign to the user?
A company has the following business units: ✑ Call center ✑ Customer service ✑ Digital response ✑ Escalation The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed...
What should you do?
You need to set up the analytics functionality. What should you do?A . Select the System Management menus and configure them in the settings.B . Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.C . Connect the data through Dynamics 365 Customer Service Insights to...
Which role should you assign to case representatives?
You need to configure the system to meet the workspace requirements for case representatives. Which role should you assign to case representatives?A . OwnerB . MakerC . ViewerD . Customer Service Schedule AdministratorE . CSR ManagerView AnswerAnswer: C
What should you configure?
You need to ensure that claim disputes conform to the defined case life cycle. What should you configure?A . Related casesB . Case RelationshipsC . TimelineD . Status Reason TransitionE . SubjectView AnswerAnswer: D
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:...
