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Total 377 Questions | Updated On: Nov 18, 2024

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Question 1

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 : Create a new template with the dates and terms. Activate the template.

B : Delete the old entitlement. Create a new entitlement template.

C : Add the new end date to the current entitlement and set new terms. Activate the entitlement.

D : Make a copy of the old entitlement. Activate the copy.

E : In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

Answer: C

Question 2

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

Your company has several business process flows for managing contracts.

You want to specify the default process flow.

You configure the steps of the business process flows.

Does the action achieve your objective?

A : Yes, it does

B : No, it does not

Answer: B

Question 3

Your company makes use of Dynamics 365 for Customer Service.

You have configured a customer service business unit as a parent of a call center, a digital response, and an

escalation business unit. These business units all have their own queues. Customer service cases are directed

to the correct parties via the queues. You have not amended any security roles.

You have been tasked with making sure that a user in the customer service business unit is able to read

queues in both the parent and child business units.

You assign the user the CSR Manager security role.

Does the action achieve your objective?

A : Yes, it does

B : No, it does not

Answer: A

Question 4

A customer needs to know how data from third-party applications can be reported on in a Customer Service

Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer use?

A : lead and opportunity data from Common Data Service

B : call intelligence data from Common Data Service

C : Bing web search for data creation data in Common Data Service

D : data integration data maps with Common Data Service

Answer: D

Question 5

You are responsible for designing surveys via Voice of the Customer (VoC).

You want to make sure that the design allows for questions to be shown or hidden according to answer

selected.

You include Client-side routing in the design.

Does the action achieve your objective?

A : Yes, it does

B : No, it does not

Answer: A

Page: 1 / 76

Total 377 Questions | Updated On: Nov 18, 2024

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