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Question # 4

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 # 5

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 # 6

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 # 7

You need to configure the options for the schedule.

Which options 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 # 8

You need to configure the system to meet the workspace requirements for case representatives.

Which role should you assign to case representatives?

A.

Owner

B.

Maker

C.

Viewer

D.

Customer Service Schedule Administrator

E.

CSR Manager

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Question # 9

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 # 10

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 # 11

You need to configure the system to notify managers about unhappy patients.

What should you do?

A.

Configure Omnichannel Insights.

B.

Set a routing rule for escalations.

C.

Change the value of the Monitor real-time customer sentiment option to Yes.

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Question # 12

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 # 13

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.

Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.

You need to customize the survey for each client.

Solution: Create custom question types. Add the custom question types to a new survey. Customize the questions.

Does the solution meet the goal?

A.

Yes

B.

No

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Question # 14

What should managers use to perform weekly reviews with case representatives?

A.

Tier 1 dashboard

B.

Agent Insights

C.

Connected Customer Service dashboard

D.

Customer Service Performance dashboard

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Question # 15

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.

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Question # 16

A client wants to use the knowledge base in Dynamics 365 Customer Service.

You need to identify the state of a knowledge base article when an event occurs.

What are the states of the articles? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

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Question # 17

You are configuring a queue in Omnichannel for Customer Service for a call center.

You need to complete the queue configuration using the minimal number of actions.

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

NOTE: Each correct selection is worth one point.

A.

Configure the mailbox for the queue

B.

Set the record creation and update rules for the queue

C.

Set the queue priority for the queue

D.

Enable the queue for auto work distribution

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Question # 18

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.

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Question # 19

You are a Dynamics 365 Customer Service representative.

You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.

What should you use?

A.

Add to queue

B.

Run workflow

C.

Save and route

D.

Share

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Question # 20

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.

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Question # 21

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 # 22

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 # 23

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 # 24

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 # 25

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 # 26

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 # 27

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 # 28

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 # 29

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 # 30

You need to enable relevance search for the custom entity.

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

NOTE: Each correct selection is worth one point.

A.

Add Quick Find to the case form.

B.

Add custom entities to Configure Relevance Search in Customizations and Entities.

C.

Add Knowledge Base Search control to the forms case.

D.

Enable Relevance Search in System Settings.

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Question # 31

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 # 32

You need to ensure cases are handled correctly.

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 # 33

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 # 34

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 # 35

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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