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MB-230 Flashcards

1
Q

You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Set the input parameter type as Option set for the action.
Does the solution meet the goal?

A. Yes
B. No

A

B. No

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2
Q

You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: For a new action named Ready for review, disable the As a business process flow action step option.
Does the solution meet the goal?

A. Yes
B. No

A

B. No

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3
Q

You are configuring a business process flow for a case entity.
All cases must be flagged for review.
You need to complete configuration of the business process flow.
Solution: Create an action that generates a task record that is assigned to the case reviewer and appends the text Ready for review to the case topic.
Does the solution meet the goal?

A. Yes
B. No

A

A. Yes

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4
Q

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com email address.
Solution: Configure Dynamics 365 to automatically send responses to customers when the record is created.
Does the solution meet the goal?

A. Yes
B. No

A

B. No

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5
Q

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com 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. Yes
B. No

A

A. Yes

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6
Q

You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the support@contoso.com 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. Yes
B. No

A

B. No

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7
Q

HOTSPOT -
You are a Dynamics 365 for Customer Service administrator.
Members of the customer support staff must not be available on public holidays in the year 2021.
You need to configure holiday schedules.
Which actions should you perform?

  1. Create a new schedule.
    - Add a holiday
    - Place the SLA on hold
  2. Configure schedule settings.
    - Activate the schedule
    - Specify an end date
A
  1. Add a holiday

2. Specify an end date

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8
Q

DRAG DROP -
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
Which three actions should you perform in sequence?

Actions:

  • Create and configure the chart
  • In the solution, navigate to the Case entity and select Charts
  • In Case view, create a new chart
  • Navigate to the Service area, and then select Cases
  • Navigate to Settings, and the select Solutions. Verify that the case entity is in the solution.
A
  1. Navigate to Settings, and the select Solutions. Verify that the case entity is in the solution.
  2. In the solution, navigate to the Case entity and select Charts
  3. Create and configure the chart
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9
Q

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?

Actions:

  • Update the SLA and select the customer service schedule
  • Update the SLA and associate the holiday schedule
  • Create an entitlement and select the holiday schedule
  • Update the SLA and associate the entitlements
  • Create a customer service schedule and select the holiday schedule
  • Create a holiday schedule and holiday records
A
  1. Create a holiday schedule and holiday records
  2. Create a customer service schedule and select the holiday schedule
  3. Update the SLA and select the customer service schedule
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10
Q

You use Dynamics 365 for Customer Service.
You need to create business process flows.
Which three entities can you use? Each correct answer presents part of the solution.

A. Goal
B. Case
C. Letter
D. Social activity
E. Rollup queries
A

B. Case

C. Letter

D. Social activity

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11
Q

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?

  1. Record
    - Products
    - Managed solutions
  2. Activities
    - Services
    - Unmanaged solutions
A
  1. Products

2. Services

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12
Q

You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?

A. Merge peer branches to a single stage when merging branches.
B. Span the process across 10 unique entities.
C. Combine multiple conditions in a rule by using both the AND and OR operators.
D. Use 40 steps per stage.

A

A. Merge peer branches to a single stage when merging branches.

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13
Q

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:
1. Verification
2. Acknowledgement and research
3. Resolution
Customer service representatives must send an email to the customer when a case enters the acknowledgement-and-research stage.
You need to create the required business process flow and components.
Which three actions should you perform in sequence?

Actions:
- Create and activate the case-acknowledgment email workflow as follows:
In Available to run, select Run this workflow in the background and As a child process.
- Create and activate the case-acknowledgment email workflow as follows:
In Available to run, select As an on-demand process.
- Create and activate the process flow with each of the stages. Add the case acknowledgment-and-research stage.
- Create a new business process flow record for the case entity.
- Create and activate the process flow with each of the stages. Add the case acknowledgement email workflow as a global workflow. Trigger the workflow for the acknowledgment-and research stage.

A
  1. Create and activate the case-acknowledgment email workflow as follows:
    In Available to run, select As an on-demand process.
  2. Create a new business process flow record for the case entity.
  3. Create and activate the process flow with each of the stages. Add the case acknowledgment-and-research stage.
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14
Q

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.com
B. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc
C. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc
D. https://disco.crm.dynamics.com/api/discovery/v9.1

A

A. https://contoso.crm.dynamics.com

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15
Q

HOTSPOT -
You are a Dynamics 365 for Customer Service administrator. The organization has multiple business process flows for warranty management.
You need to manage business process flows.
What should you configure? To answer, select the appropriate configuration in the answer area.

Requirement:

  1. Specify the default process flow.
    - Order
    - Stage
    - Step
  2. Show actions that must be completed by the customer service representative staff.
    - Step
    - Stage
A
  1. Order

2. Stage

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16
Q

HOTSPOT -
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.

Requirement:

  1. Set up individual working hours.
    - Configure security settings and define hours for each user account.
    - Configure service management and all customer service calendars
    - Configure administration settings and system settings
  2. Set up new weekly schedule and recurring work hours.
    - Configure days off to vary by day
    - Configure a fiscal year schedule
    - Configure individual days off
A
  1. Configure service management and all customer service calendars
  2. Configure days off to vary by day
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17
Q

HOTSPOT -
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
https://imgur.com/Uaw43WC

Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.

  1. What dashboard type is displayed?
    - Single-stream dashboard standard view
    - Single-stream dashboard tile view
    - Multi-stream dashboard standard view
    - Multi-stream dashboard tile view
  2. What type of filter is shown in the interactive dashboard?
    - Visual filter
    - Global filter
    - Name filter
A
  1. Multi-stream dashboard standard view

2. Visual filter

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18
Q

DRAG DROP -
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.
You need to create a goal metric with a rollup field.
In which order should you perform the actions?

Actions:

  • Create a new rollup field.
  • Define the metric. Enter metric and amount data types.
  • Specify details about the source data that rolls up.
  • Specify the date field that determines the goal period that the records will roll up into.
  • Specify the rollup field to track against goals.
A
  1. Define the metric. Enter metric and amount data types.
  2. Create a new rollup field.
  3. Specify the rollup field to track against goals.
  4. Specify details about the source data that rolls up.
  5. Specify the date field that determines the goal period that the records will roll up into.
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19
Q

A company has the following business units:
✑ Call center
✑ Customer service
✑ Digital response
✑ Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues.
Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?

A. Customer service manager
B. Scheduler
C. Customer service representative
D. System customizer

A

A. Customer service manager

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20
Q

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?

  1. Create entitlement templates.
    - Organization
    - Append
  2. Create knowledgeable records.
    - Append
    - Business Unit
A
  1. Organization

2. Business Unit

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21
Q

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three 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.

Actions:

  • Save and import the import file
  • Add a row named Route Case to the import file
  • Add a column named Route Case to the import file
  • Add the value Yes for cases that must not be routed
  • Add the value No for cases that must not be routed
A
  1. Add a column named Route Case to the import file
  2. Add the value No for cases that must not be routed
  3. Save and import the import file
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22
Q

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?

Scenario:

  1. The existing route rule action that the system automatically invokes when the new rule is activated.
    - The routing rule is deleted
    - The routing rule does not change
    - The routing rule is deactivated
  2. Import bulk cases without the routing rule affecting the imported cases.
    - Create a column in a spreadsheet named RouteCase and add the value No for all records
    - Create a column in a spreadsheet named RouteCase and add the value No routing for all records
    - Save the spreadsheet as a delimited file for import
    - Manually add each record
A
  1. The routing rule is deactivated

2. Create a column in a spreadsheet named RouteCase and add the value No for all records

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23
Q

DRAG DROP -
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must be performed in sequence?

Actions:

  • Select Associate category
  • Assign the article
  • Publish the article
  • Create an alternate key
  • Approve the article
  • Create a knowledge article
  • Select Create major version
  • Mark the knowledge article for review
A
  1. Create a knowledge article
  2. Mark the knowledge article for review
  3. Approve the article
  4. Publish the article
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24
Q

HOTSPOT -
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status?

  1. Active
    - Merged
    - On hold
    - Problem solved
  2. Resolved
    - On hold
    - Waiting for details
    - Information provided
  3. Canceled
    - Merged
    - On hold
    - Researching
A
  1. On hold
  2. Information provided
  3. Merged
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25
Q

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 Service
B. Use business rules
C. Merge cases
D. Use parent-child case relationships

A

C. Merge cases

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26
Q

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. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
B. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
C. Create a business rule.
D. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

A

D. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

27
Q

HOTSPOT -
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?

  1. Create a list of cases that are one month old.
    - Create a system view
    - Create a personal view
  2. View multiple lists on a single screen.
    - Configure the group by on an editable grid
    - Create an interactive experience dashboard
A
  1. Create a personal view

2. Create an interactive experience dashboard

28
Q

DRAG DROP -
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.
Which three 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.

Actions:

  • Enter a subject
  • Select an existing case record
  • Change the phone call Regarding value to the case contact
  • Select Add phone call activity
  • Create a new case record
A
  1. Select an existing case record
  2. Select Add phone call activity
  3. Enter a subject
29
Q

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.

A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.
B. Add a lookup to the article entity.
C. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.
D. In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.
E. In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

A

A. Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

C. 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.

30
Q

HOTSPOT -
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.

  1. Resolution type
    - Option set
    - Text
    - Calculated
  2. Resolution
    - Option set
    - Text
    - Calculated
  3. Total time
    - Option set
    - Text
    - Calculated
  4. Billable time
    - Option set
    - Whole number
    - Calculated
  5. Remarks
    - Option set
    - Text
    - Calculated
A
  1. Option set
  2. Text
  3. Calculated
  4. Whole number
  5. Text
31
Q

A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidentally close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?

A. Reassign the case
B. Reactivate the case
C. Clone the case
D. Change the status reason to In Progress

A

B. Reactivate the case

32
Q

HOTSPOT -
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process?

  1. Duplicated cases
    - Merged and canceled
    - Merged and resolved
    - Merged and deleted
  2. Open activities
    - Moved to the merged case
    - Canceled
A
  1. Merged and canceled

2. Moved to the merged case

33
Q

You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?

A. Configure service level agreements to be on hold until a call can be made to the customer.
B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
C. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

A

D. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

34
Q

DRAG DROP -
You are a customer service representative using Dynamics 365 Customer Service Hub.
You need to link the knowledge base records that relate to cases and send articles to customers.
Which three actions should you perform in sequence?

Actions:

  • Open the knowledge-base article that answers the problem. Copy and paste the article into the case
  • Open an existing case record
  • Locate the knowledge-base article. Select Link, and then select Email
  • Type the search terms relating to the case issue in the KB Records tab
  • Navigate to the knowledge base and assign the article to the case
  • Email the knowledge-base article to the customer. Set the Regarding field on the email to the case
  • Open the knowledge-base article that answers the problem. Copy and paste the knowledge base article into the case notes
A
  1. Open an existing case record
  2. Type the search terms relating to the case issue in the KB Records tab
  3. Locate the knowledge-base article. Select Link, and then select Email
35
Q

HOTSPOT -
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:

Elevator -
✑ Motor
✑ Sizing
How should you configure the search?

  1. Search type:
    - Relevance
    - Full text
    - Category
  2. Search syntax
    - Elevator+Motor+Sizing
    - Elevator I Motor I Sizing
    - ElevatorMotorSizing
    - -Elevator -Motor -Sizing
A
  1. Relevance

2. Elevator+Motor+Sizing

36
Q

HOTSPOT -
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved?

  1. A case has activities owned by other users and is in progress.
    - Case is resolved, Open activities are closed.
    - Case is resolved. Open activities are canceled.
    - Case is not resolved. Open activities must be closed.
    - Case is resolved. Open activities are reassigned to case owner.
  2. Total time for a case is set to four hours. Billable time is set to six hours.
    - Case is resolved. Entitlement is decremented by four hours.
    - Case is resolved. Entitlement is decremented by six hours.
    - Case is not resolved. Billable hours cannot be more than the total duration.
    - Case is resolved. Billable hours offset ot six hours. Entitlement is decremented.
  3. A parent case has four child cases.
    - Open activities for child cases are merged into parent and canceled.
    - Open activities of parent case are marked as completed.
    - Open activities of child cases remain open.
    - Open activities of child cases are canceled.
A
  1. Case is not resolved. Open activities must be closed.
  2. Case is resolved. Entitlement is decremented by six hours.
  3. Open activities of child cases are canceled.
37
Q

HOTSPOT -
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next?

  1. Approve
    - Send back for final edits
    - Change to Active status
    - Publish the article
  2. Revert to draft
    - Sent back for edits
    - Send to manager
A
  1. Publish the article

2. Sent back for edits

38
Q

A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.
You will be going on a vacation.
You need to assign the case to someone else.
What should you do?

A. Release the case.
B. Route the case to another queue.
C. Share the case.
D. Escalate the case

A

A. Release the case.

39
Q

DRAG DROP -
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?

SLA types:

  • Standard
  • Enhanced
  • KPIs
  1. Track the status and times of an SLA
  2. Add success actions to an SLA
A
  1. Enhanced

2. Enhanced

40
Q

Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.
You need to enable on-demand SLAs.
What should you do?

A. Configure the scope of the workflow
B. Publish the on-demand SLA
C. Activate the SLA
D. Request an administrator to add the SLA field to the entity form

A

D. Request an administrator to add the SLA field to the entity form

41
Q

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator. Your company provides support between 9 a.m. and 5 p.m.
You must add a warning to account records when service representatives do not contact an account within eight business hours of the account being verified.
You need to enable service-level agreements (SLAs) for accounts.
In which order should you perform the actions?
Actions:
- Create an enhanced SLA on the account that tracks when the status reason changes to Verified.
- Configure the SLA details and set a warning at six hours and a failure at eight hours.
- Customize the accounts entity to enable SLAs. Add a status reason for unverified accounts. Set the value for the status reason to Verified.
- Publish the account customization. Set the business hours for the support department.

A
  1. Customize the accounts entity to enable SLAs. Add a status reason for unverified accounts. Set the value for the status reason to Verified.
  2. Publish the account customization. Set the business hours for the support department.
  3. Create an enhanced SLA on the account that tracks when the status reason changes to Verified.
  4. Configure the SLA details and set a warning at six hours and a failure at eight hours.
42
Q

HOTSPOT -
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?

SLA options:

  • Only standard SLA
  • Only enhanced SLA
  • Both standard and enhanced SLA
  1. Configure business hours. SLA applies only during this time.
  2. Pause and resume an SLA.
  3. Configure KPI warnings and warning action.
A
  1. Both standard and enhanced SLA
  2. Only enhanced SLA
  3. Only enhanced SLA
43
Q

You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements?

A. A customer’s entitlement has ended and no more support is desired.
B. A customer renews an entitlement for 100 more hours or one year.
C. A customer calls and wants to know how many hours of support remain.
D. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
E. You need to add notes to the customer’s entitlement.

A

B. A customer renews an entitlement for 100 more hours or one year.

D. The customer must change remaining support hours from all email support to one-half email support

44
Q

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 product to the account
B. Add the products to the case
C. Add the products to the customer’s entitlement
D. Add the products to the customer

A

C. Add the products to the customer’s entitlement

45
Q

You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.
You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.
What should you do first?

A. Use Lookup to specify the Add to queue value.
B. Select Edit to the command bar.
C. Toggle the radio button for Route from user/team to queue.
D. Deactivate the routing rule.

A

D. Deactivate the routing rule.

46
Q

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.

A

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

47
Q

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 add to queue button on a case
D. Use the Assign button on a case

A

A. Use routing rules

48
Q

You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.
You need to set up an entitlement template for the standard support.
What should you configure?

A. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Phone. Set the value of the Total terms value to 20.
B. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
C. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 10. Add the Phone option. Set the value of the Total Terms field to 10.
D. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 0. Add the Phone option. Set the value of the Total Terms field to 10.

A

B. Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email. Set the value of the Total terms field to 20.

49
Q

You are using Dynamics 365 for Customer Service.
You need to create the entitlements for your customers.
What should you do?

A. Create queues for each channel.
B. Create an entity for each channel and configure the relationship with the entitlement.
C. Configure entitlement channels.
D. Configure routing rules.

A

C. Configure entitlement channels.

50
Q

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator.
You must track time against enhanced service-level agreements (SLAs).
You need to add a timer.
Which three actions should you perform in sequence?

Actions:

  • Add the quick create forms to the primary entity
  • Create a quick view form for each SLA KPI instance field.
  • Ensure the entity is enabled for SLA.
  • Add the quick view forms to the primary entity form.
  • Create a quick-create form for each SLA KPI instance field.
A
  1. Ensure the entity is enabled for SLA.
  2. Create a quick view form for each SLA KPI instance field.
  3. Add the quick view forms to the primary entity form.
51
Q

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. Personal
B. Private
C. Business unit
D. Public

A

B. Private

52
Q

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use?

Queue types:

  • Private
  • Public
  1. Set up a product defect queue. Add the defect group as the members for the queue.
  2. Set up an unknown queue for anyone to review tickets that are not classified.
  3. Set up an escalation queue that enables only upper management to review the tickets.
A
  1. Private
  2. Public
  3. Private
53
Q

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: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?

A. Yes
B. No

A

A. Yes

54
Q

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: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.
Does the solution meet the goal?

A. Yes
B. No

A

B. No

55
Q

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?

A. Yes
B. No

A

B. No

56
Q

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator. You are using Voice of the Customer and are reviewing survey
A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four actions should you perform in sequence?

Actions:

  • Add a response condition and the question for which you want to create a rule
  • Create a new response routing
  • Create a new survey
  • Add a value for the Answer tag field
  • Add a response action and scope
  • Select values for the Operator, Comparison Value, and Answer fields
A
  1. Create a new response routing
  2. Add a response condition and the question for which you want to create a rule
  3. Select values for the Operator, Comparison Value, and Answer fields
  4. Add a response action and scope
57
Q

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?

A. Copy the portal web link and paste it into your website.
B. Copy the URL from the Anonymous link field and paste it into your website.
C. On the Voice of the Customer survey, select Run in iFrame.
D. Copy the HTML code from the iFrame URL field and paste it on your website.

A

C. On the Voice of the Customer survey, select Run in iFrame.

D. Copy the HTML code from the iFrame URL field and paste it on your website.

58
Q

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?

A. Answer tag
B. Response routing
C. Piping
D. List of ratings
E. Basic
A

B. Response routing

59
Q

You send surveys to customers who have opened cases within the past month.
You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.
What are two possible ways to achieve the goal?

A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.
B. Run the survey summary report. Send a link to the report from within Dynamics 365.
C. Create a dashboard of the survey summary reports and share the dashboards with the users.
D. Create a view with the data, and then email a link.
E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

A

A. Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

E. Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

60
Q

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?

A. Add an Unsubscribe check box after each question.
B. Set the Allow unsubscribe setting to Yes.
C. Give users the option to unsubscribe from different features of the survey.
D. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

A

B. Set the Allow unsubscribe setting to Yes.

D. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

61
Q

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).
You need to ensure that VoC survey responses trigger an escalation in support.
Which workflow should you use?

A. VoC “” Process Survey Response
B. VoC “” Close Survey Activity
C. VoC “” Process NPS Response
D. VoC “” Process Face Response

A

A. VoC “” Process Survey Response

62
Q

HOTSPOT -
You use Dynamics 365 for Customer Service administrator. You plan to create Voice of the Customer surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use?

  1. Create a theme for the survey with the company logo and colors.
    - Basic survey
    - Response routing
    - Piping
    - Tagging
  2. Create a different set of follow-up questions depending on the answer the candidate selects.
    - Basic survey
    - Client-side routing
    - Response routing
    - Piping
  3. Hide questions depending on the answer the candidate selects.
    - Basic survey
    - Response routing
    - Client-side routing
    - Tagging
  4. Populate the second question with the answers from the first question.
    - Piping
    - Response routing
    - Client-side routing
    - Tagging
A
  1. Basic survey
  2. Response routing
  3. Client-side routing
  4. Tagging
63
Q

You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?

A. Create the website. Add the URL to the Dynamics 365 site in your website.
B. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
C. Create a webpage on the website. Add the URL to link the Voice of the Customer questions from Dynamics 365.
D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
E. Add the iFrame URL to your website.

A

D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.

D365 (9 decks)

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