Microsoft Dynamics 365 for Customer Service v1.0

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Exam contains 63 questions

HOTSPOT -
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:




Answer :

A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?

  • A. Reassign the case
  • B. Reactivate the case
  • C. Clone the case
  • D. Change the status reason to In Progress


Answer : B

HOTSPOT -
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:




Answer :

DRAG DROP -
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
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 them correct order.
Select and Place:




Answer :

HOTSPOT -
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:

Elevator -


-> Motor
-> Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:



Answer :

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results

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.
Hot Area:




Answer :

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-case-sla

HOTSPOT -
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:




Answer :

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 the case.
  • D. Escalate the case


Answer : A

DRAG DROP -
You are a Dynamics 365 for Customer Service system administrator.
You need to create service-level agreements (SLAs) to meet company requirements.
What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Select and Place:




Answer :

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

  • A. Configure the scope of the workflow
  • B. Publish the on-demand SLA
  • C. Activate the SLA
  • D. Request an administrator to add the SLA field to the entity form


Answer : D

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Select and Place:




Answer :

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 the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:




Answer :

You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. A customer"™s entitlement has ended and no more support is desired.
  • B. A customer renews an entitlement for 100 more hours or one year.
  • C. A customer calls and wants to know how many hours of support remain.
  • D. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
  • E. You need to add notes to the customer"™s entitlement.


Answer : DE

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 account
  • B. Add the products to the case
  • C. Add the products to the customer"™s entitlement
  • D. Add the products to the customer


Answer : C

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 to queue value.
  • B. Select Edit to the command bar.
  • C. Toggle the radio button for Route from user/team to queue.
  • D. Deactivate the routing rule.


Answer : D

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Exam contains 63 questions

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