Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) v1.0

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Exam contains 88 questions

You attend a tradeshow. A fellow attendee suggests that you implement Dynamics 365 Connected Customer Service.
What is a valid use case for Dynamics 365 Connected Customer Service?

  • A. Analyze customer sentiment from multiple sources.
  • B. Respond to and resolve customer issues by using social media.
  • C. Use mixed reality applications to assist technicians performing work in the field.
  • D. Use IoT devices and AI to predict when a customerג€™s equipment will need service.


Answer : D

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

You manage a call center for a company that uses Dynamics 365 Customer Service.
The call centerג€™s customer service manager wants to renew all expired entitlements to increase the duration of entitlements from six months to one year.
You need to help the customer service manager make the changes.
Which status indicates that an entitlement must be renewed?

  • A. Draft
  • B. Waiting
  • C. Active
  • D. Canceled


Answer : D

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer#renew-an-entitlement

A company plans to implement Dynamics 365 Customer Service.
The company wants to use the system to determine when customers are having an issue and need help.
You need to track customer issues until the issues are resolved.
What should you create?

  • A. opportunity
  • B. contact
  • C. case
  • D. quote


Answer : C

Reference:
https://docs.microsoft.com/en-gb/learn/modules/get-started-with-dynamics-365-for-customer-service/2-core-components

HOTSPOT -
A company is using several Dynamics 365 applications. A customer sends an email about an issue they are having with a product during a company holiday.
The customer expects a response in 48 business hours in accordance with their service-level agreement (SLA).
You need to configure the system to ensure that the company meets SLA agreements.
Which products should you use? 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/set-up-holiday-schedule https://docs.microsoft.com/en-us/dynamics365/common-scheduler/schedule-anything-with-universal-resource-scheduling

HOTSPOT -
A company plans to implement Omnichannel for Customer Service.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:




Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot https://docs.microsoft.com/en-us/dynamics365/customer-service/oc-manage-sessions https://docs.microsoft.com/en-us/dynamics365/customer-service/monitor-conversations

A company uses Dynamics 365 Customer Service. The customer service department for a retailer hires temporary employees to work during peak seasons.
Temporary employees take much longer to resolve cases than seasoned employees.
You need to recommend features that will help employees find information needed to resolve cases.
Which two options should you recommend? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

  • A. Knowledge base with Relevance search
  • B. Parent and Child case settings
  • C. Case management with Related Similar cases
  • D. Routing rule sets


Answer : AC

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

HOTSPOT -
A customer plans to use knowledge articles to share information as cases are resolved.
For each of the following statement, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:




Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

HOTSPOT -
A company plans to implement new support software.
You need to recommend solutions for the company.
What should you recommend to meet 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/omnichannel-agent-overview

DRAG DROP -
A company is implementing Dynamics 365 Customer Service.
You need to recommend features that will meet the requirements.
Which features should you recommend? To answer, drag the appropriate features to the correct requirements. Each feature 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 :

HOTSPOT -
A company provides roadside assistance for disabled automobiles.
The company enacts a policy that specifies a 30-minute response time for all requests for assistance.
You need to ensure that data about assistance crew response times is captured correctly.
For what type of object should you define details? To answer, select the appropriate option in the answer area.
Hot Area:




Answer :

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

DRAG DROP -
A company uses Dynamics 365 Customer Service.
You need to recommend solutions to help the company meet the following business requirements:
✑ Detect and diagnose equipment problems before customers are aware of an issue.
✑ Create cases from social channels and SMS text messages.
✑ Use context-specific knowledge articles to solve customer issues quickly.
What should you recommend?
To answer, drag the appropriate solutions to the correct requirements. Each solution 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 :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/cs-iot-overview

You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.
You need to review the timeline for a case that you are managing.
Which type of activity appears in the case timeline?

  • A. Project task
  • B. Task
  • C. Entitlement
  • D. Work order


Answer : C

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a-case

HOTSPOT -
A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:




Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-voice/connect-environment https://docs.microsoft.com/en-us/powerapps/maker/data-platform/use-powerbi-dataverse

A company implements Dynamics 365 Customer Service for their support desk.
Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.
You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.
What should you implement?

  • A. Power Automate to transfer cases
  • B. Service level agreements
  • C. Knowledge base management
  • D. Customer Service Insights


Answer : C

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article

HOTSPOT -
A company plans to implement Omnichannel for Customer Service.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:




Answer :

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel

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Exam contains 88 questions

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