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| Section | Objectives |
|---|---|
| Topic 1: Configure Dynamics 365 Customer Service | - Manage cases and queues
|
| Topic 2: Analyze and improve customer service insights | - Reporting and dashboards
|
| Topic 3: Implement omnichannel for customer service | - Omnichannel setup
|
| Topic 4: Manage service level agreements (SLAs) and entitlements | - Entitlements
|
| Topic 5: Manage cases and knowledge | - Knowledge management
|
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NEW QUESTION # 297
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:
Explanation:
NEW QUESTION # 298
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?
Answer: B
Explanation:
Section: Topic 4, Configure Voice of the Customer
NEW QUESTION # 299
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.
Answer:
Explanation:
Explanation
NEW QUESTION # 300
You release an item from a queue.
What is the outcome?
Answer: C
Explanation:
NEW QUESTION # 301
You are using Dynamics 365 Customer Service.
You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company.
What should you do?
Answer: A
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer
NEW QUESTION # 302
......
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