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You need to set up queues to manage support. You assign a team to each queue. What type of queue should you configure?

You are a customer service manager for a company using Dynamics 365 for Customer Service. You need to set up queues to manage support. You assign a team to each

You need to create the entitlements for your customers. What should you do?

You are using Dynamics 365 for Customer Service. You need to create the entitlements for your customers. What should you do? A. Create queues for each channel. B. Create an

You need to set up an entitlement template for the standard support. What should you configure?

You are a Dynamics 365 for Customer Service administrator. Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments

You need to automate the process of adding cases to a queue. What should you do?

You are using Dynamics 365 for Customer Service. You need to automate the process of adding cases to a queue. What should you do? A. Use routing rules B. Use

You need to create the entitlement for the customer. What should you do?

You manage a Dynamics 365 for Customer Service environment. The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the

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?

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

You need to restrict support to the products that a customer has purchased. 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.

You need to enable on-demand SLAs. What should you do?

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

You need to assign the case to someone else. What should you do?

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

You need to ensure that you can continue to work on the case. What should you do?

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

Which three actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

A customer service organization plans to implement knowledge management for a custom entity named Root Cause Analysis. Users must be able to search, link, and rate knowledge articles. Users must

You need to configure automatic case creation for emails received by customers who have a support contract. What should you do?

You manage Dynamics 365 for Customer Service. You need to configure automatic case creation for emails received by customers who have a support contract. What should you do? A. Configure

You need to configure cases. What should you do?

You are a system administrator for Dynamics 365 for Customer Service. All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent

You need to identify and eliminate duplicate cases. What should you do?

You are a customer service representative using Dynamics 365 for Customer Service. You need to identify and eliminate duplicate cases. What should you do? A. Configure Dynamics 365 AI for

You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units. 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

You need to configure a Power BI connection to a Dynamics 365 organization named Contoso. Which service URL should you use?

Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service. You need to configure a Power BI connection to a Dynamics

You need to design the business process flow. 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

Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.

You use Dynamics 365 for Customer Service. You need to create business process flows. Which three entities can you use? Each correct answer presents part of the solution. NOTE: Each

Solution: Create an automatic record creation and update rule. Set the Source type to Service activity, and then select the queue. Does the solution meet the goal?

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.

Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings. Does the solution meet the goal?

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.

Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created. Does the solution meet the goal?

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.

Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic. Does the solution meet the goal?

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.

Solution: For a new action named Ready for review, disable the As a business process flow action step option. Does the solution meet the goal?

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.

Solution: Set the input parameter type as Option set for the action. Does the solution meet the goal?

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.