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. Some question sets might have more than one correct solution, while others might not have a correct solution. After you...

September 4, 2019 No Comments READ MORE +

How should you categorize each record?

HOTSPOT You are a Dynamics 365 for Customer Service administrator. You need to categorize activities and cases by using queues. How should you categorize each record? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

September 1, 2019 No Comments READ MORE +

Which three actions should you perform in sequence?

DRAG DROP You manage Dynamics 365 for Customer Service. You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays. Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area...

August 31, 2019 No Comments READ MORE +

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 365 organization named Contoso. Which service URL should you use?A . https://contoso.crm.dynamics.comB . https://disco.crm.dynamics.com/xrmservices/2011/discovery.svcC . https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svcD . https://disco.crm.dynamics.com/api/discovery/v9.1View AnswerAnswer: A

August 30, 2019 No Comments READ MORE +

Which status reason is used for each case status?

HOTSPOT A company implements Dynamics 365 for Customer Service. Which status reason is used for each case status? To answer, select the appropriate option in the answer area. NOTE: Each correct selection is worth one point. View AnswerAnswer:

August 29, 2019 No Comments READ MORE +

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 Customer ServiceB . Use business rulesC . Merge casesD . Use parent-child case relationshipsView AnswerAnswer: B

August 27, 2019 No Comments READ MORE +

Which three actions should you perform in sequence?

DRAG DROP You are a Dynamics 365 for Customer Service administrator. Your company requires a new phone-to-case business process flow for customer service representatives to follow. The stages are as follows: Verification Acknowledgement and research Resolution Customer service representatives must send an email to the customer when a case enters...

August 26, 2019 No Comments READ MORE +

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. Some question sets might have more than one correct solution, while others might not have a correct solution. After you...

August 20, 2019 No Comments READ MORE +

Which access levels should you apply?

HOTSPOT You are configuring a Dynamics 365 for Customer Service instance. Customer service manager cannot create new entitlements for customer service representatives. You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives. Which access levels should you apply? To...

August 15, 2019 No Comments READ MORE +

Which actions should you perform?

HOTSPOT You are using Dynamics 365 for Customer Service. You have existing routing rules. You need to create a routing rule for cases and bulk-import cases. Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area. NOTE: Each correct selection is...

August 14, 2019 No Comments READ MORE +