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NEW QUESTION 138
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd. You need to automatically create cases from emails sent to the [email protected] email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure conditions for record creation.
Does the solution meet the goal?
A. Yes
B. No
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-create-case-from-email
NEW QUESTION 139
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2. You need to set up the queues to meet the following requirements:
– Users must have their own queues that no one else can access.
– Users must not be able to view each other’s queue.
– Users must be able to work from the support queue.
Solution:
– Set up each user queue to be private.
– Set up level1 and level2 queues to be public and add applicable members.
– Set up the support queue to be public.
Does the solution meet the goal?
A. Yes
B. No
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION 140
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 cases must not be closed until all child cases are closed. You need to configure cases. What should you do?
A. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases.
Add product and case-type fields to the list.
Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
B. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
C. Create a business rule.
D. Validate that customer and case title fields have not been removed as fields that child cases inherit from the parent cases.
Add product and case-type fields to the list.
The closure preference setting does not need to be changed.
This is default behavior.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
NEW QUESTION 141
A company uses Dynamics 365 Customer Service. You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab. You test the rule and discover that exact matches do not appear. You need to determine why the rule is not working. What are two possible reasons why the rule is not working? (Each correct answer presents a complete solution. Choose two.)
A. A Power Automate flow was not created.
B. The similarity rule is deactivated.
C. The security role is not set to run the similarity rule.
D. The similarity rule was not published.
E. The Modified On field is not set to searchable in the customization of the case entity in the solution.
Answer: BE
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
NEW QUESTION 142
You are a help desk representative for an organization using Dynamics 365 Customer Service. Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed. You need to determine which search features are available for use by default. Which two search features are available? (Each correct answer presents a complete solution. Choose two.)
A. Advanced Find
B. Quick Find
C. Relevance Search
D. Full-text Quick Find
Answer: AB
Explanation:
https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organization
https://docs.microsoft.com/en-us/powerapps/user/search
NEW QUESTION 143
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. Choose two.)
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.
Answer: BC
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-case-management
NEW QUESTION 144
You set a default entitlement for a customer. You need to ensure that the default entitlement is automatically associated with a case. What are two possible ways to achieve this goal? (Each correct answer presents a complete solution. Choose two.)
A. Create a case.
B. Update the customer, contact, or product field on an existing case.
C. Update the description field on an existing case.
D. Add an activity to an existing case.
Answer: AB
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab
NEW QUESTION 145
You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule. You need to ensure that the schedule shows the correct time zone for available customer service hours. What should you do?
A. Set the time zone in each customized schedule.
B. Allow the system to automatically convert to each user’s time zone when a user signs in.
C. Set the time zone in Dynamics 365 personal options.
D. Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-customer-service-schedule-define-work-hours
NEW QUESTION 146
A company uses Dynamics 365 Customer Service. The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes. You need to configure the intervals. What should you configure?
A. Schedule with travel time and distance.
B. Fulfillment preferences.
C. Resource crew scheduling.
D. Requirement groups.
E. Schedule within time constraints.
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
NEW QUESTION 147
You are helping a company implement Power Virtual Agents with Omnichannel for Customer Service. The company has a chatbot that escalates to a manager if a customer wants to escalate from a chatbot. You need to configure a prerequisite before you can implement the chatbot. Which prerequisite should you configure?
A. Configure context variables for a chatbot.
B. Create one chatbot in one queue with a human having a higher capacity over the chatbot.
C. Create one chatbot in one queue with the chatbot having the highest capacity over human capacity.
D. Configure a Microsoft Teams support channel for the chatbot.
E. Configure an SMS channel for a chatbot.
Answer: A
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION 148
A company is implementing Omnichannel for Customer Service. The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website. The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from Facebook and Twitter. You need to configure the system with the least amount of effort. What should you do?
A. Create a new resource characteristic.
B. Create a routing rule.
C. Create a new work stream for each channel.
D. Add the new channel to the existing work stream.
Answer: D
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
NEW QUESTION 149
You are a Dynamics 365 Customer Service administrator. You are configuring a case dashboard. You need to filter the dashboard to show only escalated cases and cases that are marked as Request. Which filter should you use?
A. Timeframe
B. Priority
C. Global
D. Visual
Answer: C
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-dashboard
NEW QUESTION 150
You are implementing Dynamics 365 Customer Service Insights. The product manager would like to see product sales trends by age group. The groupings are as follows:
– Ages 18 and younger.
– Ages 19-25.
– Ages 26-40.
– Ages 41-55.
– Ages 56 and older.
You need to configure the system. What should you define?
A. activity
B. measure
C. segment
D. member
Answer: B
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-insights/audience-insights/measures
NEW QUESTION 151
HotSpot
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal. You need to link the article to the case and share the article with the customer. What is the solution for each requirement? (To answer, select the appropriate options in the answer area.)
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamics-365
NEW QUESTION 152
HotSpot
A company is evaluating Dynamics 365 Customer Service Insights. The company decides to use the sample data environment to expedite the evaluation process. You need to recommend a dashboard. Which dashboard should you recommend? (To answer, select the appropriate options in the answer area.)
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi-summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case-resolutions
NEW QUESTION 153
Drag and Drop
A company uses Dynamics 365 Customer Service. You need to implement queues to meet company requirements. Which types of queues should you use? (To answer, drag the appropriate queue types to the correct requirements. Each queue 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.)
Answer:
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-queues-manage-activities-cases
NEW QUESTION 154
Drag and Drop
You need to build a personal dashboard that displays the following charts and views:
Charts:
– Number of cases by owner and priority.
– Products with most cases opened.
Views:
– Display the number of cases opened in a seven-day period.
– Display the number of escalated cases.
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.)
Answer:
Explanation:
https://docs.microsoft.com/en-us/powerapps/user/track-your-progress-with-dashboard-and-charts
NEW QUESTION 155
……
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