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Question # 4

You need to create the dashboards.

Which dashboard types should you use? To answer, drag the appropriate dashboard types to the correct scenario. Each dashboard 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.

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Question # 5

You need to add SLA timers to the Case form.

Which two options should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Create Quick View Form in SLA KPI Instance entity.

B.

Create SLA KPI Instance entity.

C.

Create field in case entity with lookup to SLA KPI Instance.

D.

Create Quick View Form in Case entity with reference to the SLA KPI Instance entity.

E.

Insert subgrid from the SLA KPI Instance entity into the Case Main form.

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Question # 6

You need to configure the system so that an email is sent to a manager about the SLAs according to the requirements.

What should you configure?

A.

Failure Action

B.

Warning Action

C.

Applicable When

D.

Success Criteria

E.

Success Action

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Question # 7

You are a Dynamics 365 system administrator.

The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.

You need to determine how SLAs on demand can be assigned.

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.

Use an existing customer SLA and change the conditions after assigning the SLA to the customer record.

B.

Create a new SLA for each case that does not have a customer SLA.

C.

Go into the SLA configuration and assign it to a customer.

D.

Automatically apply SLAs to records based on business logic.

E.

Assign SLAs manually to records.

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Question # 8

You need to create the queue for cases.

What type of queue should you create?

A.

Teams

B.

Public

C.

Product

D.

Private

E.

Service

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Question # 9

You need to meet the automatic case creation requirements.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 10

You are an Omnichannel supervisor for a company.

The manager wants to improve response times and customer satisfaction.

You need to configure Omnichannel queues using standard functionality.

Which capabilities should you enable? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 11

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.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Enable the customization to include Knowledge Management.

Does the solution meet the goal?

A.

Yes

B.

No

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Question # 12

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 configuring a business process flow for a case entity.

All cases must be flagged for review.

You need to complete configuration of the business process flow.

Solution: Set the input parameter type as Option set for the action.

Does the solution meet the goal?

A.

Yes

B.

No

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Question # 13

A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.

You need to configure the custom table Leased Truck for IoT integration.

Which two methods achieve the goal? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

A.

Set the relationship in the Power Platform admin center.

B.

Create a one-to-many relationship from the Leased Truck table to the loT Alert table.

C.

Call the loT - Register Custom Entity action to associate a Leased Truck record with an existing loT device.

D.

Enable connections to the Leased Truck table.

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Question # 14

You are a Dynamics 365 for Customer Service administrator.

You must track time against enhanced service-level agreements (SLAs).

You need to add a timer.

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.

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Question # 15

You need to configure entitlements for contracts.

What should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 16

You are creating an external-facing portal that uses capabilities of Dynamics 365 Customer Service.

When a case is closed, customers must receive an email that provides the ability to visit the knowledge base associated with the case.

You need to configure the system.

Which two options should you configure? Each correct answer presents part of a solution.

NOTE: Each correct selection is worth one point.

A.

In Dynamics 365 Customer Service, enter the portal URL that will be used to create external (public facing) portal links for knowledge articles in the Knowledge Solution field.

B.

In Dynamics 365 Customer Service, ensure that the representative closing the case attaches the knowledge article to the record.

C.

In the Knowledge Articles Feedback section, set Enable users to provide feedback on knowledge articles from search control to Yes

D.

In Dynamics 365 Customer Service, under Knowledge Source, in the Knowledge Solution field, enable sharing the knowledge article as a link in the email sent to the customer.

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Question # 17

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 conditions

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Question # 18

You need to configure the queues.

Which configurations should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 19

You need to choose the appropriate actions when using the knowledge base.

Which actions should you choose? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 20

You need to choose which tools need to be created and configured to meet the following requirements.

Which tools should you configure? To answer, drag the appropriate tools to the correct requirements. Each tool 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.

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Question # 21

You need to determine the type of queues to create.

How should access to the queues be configured? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 22

You need to add the confirmation step for cases.

What should you edit?

A.

Common Data Service

B.

Business process now

C.

Workflow

D.

Power Automate

E.

Environment

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Question # 23

You need to configure each escalation scenario.

Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 24

You need to configure OmniChannel to route correctly.

Which options should you use? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 25

You need to set up the system for cases going to supervisors.

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.

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Question # 26

You need to set up users with permissions to use the digital messaging channels.

Which role should you assign to each user? To answer, drag the appropriate roles to the correct groups of users. Each role 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.

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Question # 27

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 Dynamics 365 Customer Service.

D.

Install the solution and menu items that will appear in Dynamics 365 Customer Service.

E.

Create a new dashboard in Dynamics 365 Customer Service and select the correct information.

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Question # 28

You need to create the SLAs.

Which three SLAs should you create? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

SLA with 24 hours as the failure time and no warning

B.

SLA with 6 hours as the failure time and a one-hour warning

C.

SLA with 6 hours as the failure time and no warning

D.

SLA with one hour as the failure time and no warning

E.

SLA with 24 hours as the failure time and a two-hour warning

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Question # 29

You need to select the feature for each parameter.

Which feature should you use for each parameter? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 30

You need to configure the correct settings.

Which settings should you configure? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 31

A customer has three cases in process and two cases for the current calendar year.

You need to determine how many cases the customer has left on their entitlement.

How many cases are left?

A.

20

B.

22

C.

23

D.

25

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Question # 32

You need to configure the system to store answers about claims.

Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.

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Question # 33

You need to configure the queue for telephone-based cases.

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 from email.

B.

Define an SLA and entitlements and set entitlement values for case numbers.

C.

Configure a status reason transition.

D.

Create a case routing rule.

E.

Automatically create or update records.

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Question # 34

You need to create and configure objects to support the requirements.

How should you configure the system? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 35

You need to search for answers to customer claims.

Which type of search should you perform?

A.

Timeline

B.

Quick Find

C.

Related

D.

Detail

E.

Case Relationships

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Question # 36

You need to ensure that claim disputes conform to the defined case life cycle.

What should you configure?

A.

Related cases

B.

Case Relationships

C.

Timeline

D.

Status Reason Transition

E.

Subject

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Question # 37

You need to ensure that customers cannot open more cases than they are allowed.

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.

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Question # 38

You need to implement service-level agreements.

Which type of agreements should you implement?

A.

On-demand

B.

Standard

C.

Enhanced

D.

Contact

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Question # 39

You need to ensure users can search the knowledge base from a case record.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

Add Knowledge Base Search control to the dashboard.

B.

Check Knowledge Management from the case entity in the solution.

C.

Insert the Knowledge Base Search control on the form.

D.

Select the Knowledge Base Search control from the entity.

E.

Add the Quick Find option to the views.

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Question # 40

You need to decide which action is applicable in the SLA.

What should you do? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 41

You need to implement a solution to provide the technician's utilization.

Which solution should you use?

A.

Create multiple schedule board tabs.

B.

Use custom web resources.

C.

Change the board view settings.

D.

Use default schedule board with filters.

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Question # 42

You need to identify the productivity tools to use for the agents.

Which tools should you use? To answer move the appropriate tools to the correct requirements. You may use each tool once, more than once, or not at all. You may need to move the split bar between panes or scroll to view content.

NOTE: Each correct selection is worth one point.

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