Microsoft Dynamics 365 Customer Service Functional Consultant v1.0

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Exam contains 337 questions

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 to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. A Power Automate flow was not created.
  • B. The similarity rule is deactivated.
  • C. The security role is not set to run the similarity rule.
  • D. The similarity rule was not published.
  • E. The Modified On field is not set to searchable in the customization of the case entity in the solution.


Answer : BE

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case

You are a help desk representative for an organization using Dynamics 365 Customer Service.
Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.
You need to determine which search features are available for use by default.
Which two search features are available? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. Advanced Find
  • B. Quick Find
  • C. Relevance Search
  • D. Full-text Quick Find


Answer : AB

Reference:
https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization https://docs.microsoft.com/en-us/powerapps/user/search

You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.
  • B. Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.
  • C. Create a new solution and add the existing Case entity. Select Status Reason and add a new value.
  • D. Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.


Answer : BC

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-case-management

HOTSPOT -
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:



Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamics-365

You set a default entitlement for a customer.
You need to ensure that the default entitlement is automatically associated with a case.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. Create a case.
  • B. Update the customer, contact, or product field on an existing case.
  • C. Update the description field on an existing case.
  • D. Add an activity to an existing case.


Answer : AB

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab

DRAG DROP -
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five 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.
Select and Place:



Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

HOTSPOT -
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:



Answer :

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 answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.
Does the solution meet the goal?

  • A. Yes
  • B. No


Answer : A

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email

HOTSPOT -
You are a Dynamics 365 Customer Service administrator.
Users inform you about situations in which child cases are not working correctly.
You need to configure the system to correct the issues.
What should you do in each situation? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:



Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
Manage cases and Knowledge Management

HOTSPOT
-

You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA.

You need to examine each case and determine what occurred.

What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.



Answer :

DRAG DROP
-

You are configuring Dynamics 365 Customer Service.

Child cases must inherit the customer name and contact from the parent case when opened.

You need to configure the case inheritance.

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 the correct order.



Answer :

A company is implementing a customized app that will automatically route cases.

You need to determine the correct URL to connect to the app location in the cloud.

Which URL format should you use?

  • A. https://"<"org">.dynamics.com/apps
  • B. https://"<"org">.crm.dynamics.com/
  • C. https://..dynamics.com/Apps/uniquename/
  • D. https://"<"org">/apps


Answer : A

HOTSPOT
-

You are modifying the phone-to-case process in Dynamics 365 Customer Service. You create a flow by using PowerApps as shown in the exhibit. (Click the Exhibit tab.)



You must modify the business process flow to include the check-email step at the beginning of the research stage.

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.

NOTE: Each correct selection is worth one point.



Answer :

You are an administrator of a Dynamics 365 Customer Service system for a computer support company.

Team members must handle cases as follows:

• A case for a new customer follows a different process than for a returning customer.
• A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
• All cases must be researched and resolved.
• Cases must be handled in a manner that is simple to maintain.

You need to ensure that all team members follow the same process for handling cases.

What should you do?

  • A. Create a business process flow that branches.
  • B. Create two different forms and a business process flow for each type of customer.
  • C. Create a Power Automate flow that branches.
  • D. Create two different queues for the different types of customers.


Answer : A

DRAG DROP
-

You are a Dynamics 365 administrator.

You want to set up a child/parent relationship for cases so that the child case inherits different fields from the parent case.

You need to set up the appropriate child/parent relationship.

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 the correct order.



Answer :

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Exam contains 337 questions

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