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NEW QUESTION 68
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. Add the products to the case
- B. Add the products to the customer's entitlement
- C. Add the products to the customer
- D. Add the product to the account
Answer: B
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 69
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 be provided with suggested knowledge articles.
You need to configure Dynamics 365 for Customer Service.
Which three actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
- B. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
- C. Add a lookup to the article entity.
- D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
- E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.
Answer: A,D,E
NEW QUESTION 70
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 the convert activities functionality with cases
- C. Use the Assign button on a case
- D. Use the add to queue button on a case
Answer: A
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 71
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.
Answer:
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-levelagreements
NEW QUESTION 72
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 expired entitlement.
You need to create the entitlement for the customer.
What should you do?
- A. Add the new end date to the current entitlement and set new terms. Activate the entitlement.
- B. Create a new template with the dates and terms. Activate the template.
- C. In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.
- D. Delete the old entitlement. Create a new entitlement template.
- E. Make a copy of the old entitlement. Activate the copy.
Answer: A
NEW QUESTION 73
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage multiple lists of cases.
Which actions should you perform? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 74
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 queue.
What type of queue should you configure?
- A. Private
- B. Personal
- C. Business unit
- D. Public
Answer: A
Explanation:
Explanation
Section: Topic 3, Manage queues, entitlements, and SLAs
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac
NEW QUESTION 75
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 76
You are using Dynamics 365 for Customer Service.
You need to create the entitlements for your customers.
What should you do?
- A. Configure routing rules.
- B. Create an entity for each channel and configure the relationship with the entitlement.
- C. Configure entitlement channels.
- D. Create queues for each channel.
Answer: C
NEW QUESTION 77
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. A customer renews an entitlement for 100 more hours or one year.
- B. A customer's entitlement has ended and no more support is desired.
- C. A customer calls and wants to know how many hours of support remain.
- D. You need to add notes to the customer's entitlement.
- E. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
Answer: D,E
NEW QUESTION 78
A client plans to implement a case resolution process.
Which field types does the Case Resolution form use? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 79
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 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 autoresponse settings.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: B
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/automatically-createcase-from-email
NEW QUESTION 80
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 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 Service activity, and then select the queue.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
NEW QUESTION 81
Case Study 1 - Humongous Insurance
Background
Humongous Insurance is contracted to process all insurance claims for a health facility that accepts the following types of health insurance:
* Health maintenance organization (HMO)
* Preferred-provider organization (PPO)
* Gold
Cases are classified as new claims, claim disputes, and follow-ups. Each insured person is entitled to open 25 new cases each calendar year.
Support representatives specialize by and process claims by insurance type.
Humongous Insurance currently accepts claims only by telephone. The call center is open from
06:00 GMT to 24:00 GMT daily. Call center staff work one of the following shifts: 06:00 GMT to
12:00 GMT, 12:00 GMT to 18:00 GMT, and 18:00 GMT to 24:00 GMT.
When a case is received by email, a staff member categorizes the case as email and closes the case immediately.
Current environment
* Humongous Insurance has three departments to handle claim types: HMO, PPO, and Gold.
* The company uses handwritten forms to send claims information to the correct department.
* Each department maintains a workbook to record calls received.
Requirements. Support desk
* Configure the system to track the number of insurance claims filed each year.
* Categorize claims by type as they are opened.
* Configure the system to track staff responsiveness to service-level agreements (SLAs).
* Ensure that business hours reflect the hours that support staff are scheduled.
Requirements. Case handling
* All new cases must be automatically placed into a queue based on insurance type after the type is selected.
* All insurance types need to be automatically moved to the proper queue when the subject is picked.
* All cases must be created and closed immediately when received.
* The status reason must be set to Email Sent or Phone Call.
* Information must be restricted by insurance and phone call type.
* Managers must be alerted when customers reach their limit of 25 cases for the year.
* Changes to cases must not be counted against entitlements until the case is closed.
Requirements. Disputes
* Claim disputes must be categorized as low priority.
* The status for all disputed cases must be set to Review by a Manager before a disputed case may be closed.
Requirements. Knowledge base
* A knowledge base must be used as a repository for all answers.
* Representatives must be able to search the knowledge base when opening a new case for similar claims.
* Representatives must be able to search across all entities at all times.
* Searches must check any field in the entity for matches in a single search.
* Searches must return results in a single list and sort the list so that the most relevant results appear at the top of the list.
* Representatives must be able to link the knowledge base to cases when applicable.
* Representatives must create a new knowledge base article if an answer is not found in the existing knowledge base.
* Representatives must be able to use SQL-like syntax to search the knowledge base.
Requirements. Service-level agreements
When a customer calls to open a claim, the company must respond to the caller within the following time frames:
Requirements. Alerts
* Cases must be flagged when they are past the SLA threshold.
* An email alert must be sent to the manager to indicate an SLA noncompliance.
* An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
* Send an email alert to support managers when disputes are ready to be closed.
* Send an email alert to customers when cases are closed.
Requirements. Issues
* The current process is all manual and not efficient.
* There is no easy way to determine whether the company is meeting its SLAs.
* Representatives are often inconsistent regarding how they handle customers and answer customer questions.
* There is no accountability for any of the representatives who take calls.
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 one hour as the failure time and no warning
- B. SLA with 6 hours as the failure time and a one-hour warning
- C. SLA with 24 hours as the failure time and no warning
- D. SLA with 6 hours as the failure time and no warning
- E. SLA with 24 hours as the failure time and a two-hour warning
Answer: A,B,E
Explanation:
An email alert must be sent to representatives for SLA violations as follows: HMO 2 hours prior and PPO 1 hour prior.
NEW QUESTION 82
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You need to create a customer service satisfaction survey and embed it on a website.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.
- A. Copy the URL from the Anonymous link field and paste it into your website.
- B. On the Voice of the Customer survey, select Run in iFrame.
- C. Copy the HTML code from the iFrame URL field and paste it on your website.
- D. Copy the portal web link and paste it into your website.
Answer: B,C
Explanation:
Section: Topic 4, Configure Voice of the Customer
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 83
You are a Dynamics 365 for Customer Service administrator.
Your company is trying to determine whether it needs to use standard or enhanced service-level agreements (SLAs).
You need to configure SLAs based on the requirements.
Which type of SLAs should you use? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 84
You are implementing Dynamics 365 for Customer Service.
You need to set up available working hours to help desk representatives who have varying schedules.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 85
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.
NOTE: Each correct selection is worth one point.
- A. Add an activity to an existing case.
- B. Update the description field on an existing case.
- C. Create a case.
- D. Update the customer, contact, or product field on an existing case.
Answer: C,D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-termscustomer
https://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab
NEW QUESTION 86
You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. Add an Unsubscribe check box after each question.
- B. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
- C. Give users the option to unsubscribe from different features of the survey.
- D. Set the Allow unsubscribe setting to Yes.
Answer: B,D
Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#add-the-unsubscribe-option-to-a-survey
NEW QUESTION 87
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to managecases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. 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.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac
NEW QUESTION 88
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. 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. - B. 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.
- C. 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.
- D. Create a business rule.
Answer: C
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases
NEW QUESTION 89
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.
Answer:
Explanation:
NEW QUESTION 90
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