MB2-718 Microsoft Dynamics 365 for Customer Service Flashcards
81057: Agent Enablement in Microsoft Dynamics 365 for Customer Service 81058: Service Intelligence in Microsoft Dynamics 365 for Customer Service 81063: Voice of the Customer in Microsoft Dynamics 365 for Customer Service 81064: Microsoft Dynamics 365 Unified Service Desk For Customer Service 81065: Microsoft Dynamics 365 for Field Service
Define what Microsoft Dynamics 365 considers interactions between a business and their customers?
Answers:
Resolutions
Posts
Activities
Records
Answers:
Resolutions
Posts
- Activities
Records
Lesson: Basic Record Types- Activities are interactions between a business and their customers that are deemed important enough to track within Microsoft Dynamics 365 and can be associated with many different kinds of records.
Which type of basic service entity is used to specify the amount of support a customer is provided?
Answers:
Entitlement
Entitlement Channel
Service Level Agreement
Queue
Answers:
- Entitlement
Entitlement Channel
Service Level Agreement
Queue
Lesson: Basic Record Types- Entitlements are used to specify the amount of support a customer is entitled to or provided, whereas entitlement channels specify the type of service (phone, social, etc.). Service Level Agreements define the level of service your organization agrees to offer a customer and queues are a place where cases are waiting to be processed and worked on.
Which of the following terms are basic record types within the Customer Service module of Microsoft Dynamics 365? Select all that apply.
Answers:
Explanation
Scheduling Module
Activities
Accounts
Answers:
Explanation
- Scheduling Module
- Activities
- Accounts
Basic Record Types- The following include the basic record types within the Customer Service module of Microsoft Dynamics 365: Accounts, Cases, Activities, Resolution Activities, Knowledge Base Articles, Entitlements, Entitlement Channels, Service Level Agreements, Queues, Subject Tree, Products, Goals, and the Scheduling module. Opportunities are part of the Microsoft Dynamics 365 Sales module.
What valid actions can be performed by Case Routing Rules? Select All that Apply
Answers:
Case records can be assigned to a contact.
Case records can be routed to a queue.
Case records be emailed to co-workers.
Case records can be assigned to a user or team.
Answers:
Case records can be assigned to a contact.
- Case records can be routed to a queue.
Case records be emailed to co-workers.
- Case records can be assigned to a user or team.
Lesson: Case Routing Rules- The valid actions that can be taken by case routing rules are that cases can be routed to a queue or they can be assigned to a user or team. Cases cannot be assigned to a contact record and they cannot be emailed to co-workers using case routing rules. An additional workflow would have to be created to facilitate emailing the case.
Which type of activity is created when the Resolve Case functionality is used in Microsoft Dynamics 365?
Answers:
Case Resolution
Closed Case Channel
Customer Support
Queue Item
Answers:
- Case Resolution
Closed Case Channel
Customer Support
Queue Item
Lesson: Case Resolution Process- Once the case is resolved, an activity type named ‘Resolution Activity’ is created. This activity is found only in the closed activities associated with the case. The Resolution Activity displays the case’s resolution as well as how much time was spent on the case.
Which of the following statements are TRUE for case routing rules? Select two.
Answers:
Case Routing Rules must be manually fired.
Case Routing Rules allow for multiple active routing rules at a single time.
Case Routing Rules do NOT allow for multiple active routing rules at a single time.
Case Routing Rules contain conditions and actions.
Answers:
Case Routing Rules must be manually fired.
Case Routing Rules allow for multiple active routing rules at a single time.
- Case Routing Rules do NOT allow for multiple active routing rules at a single time.
- Case Routing Rules contain conditions and actions.
Lesson: Case Routing Rules- Case Routing Rules contain conditions and actions and can only have one active routing rules at a single time. Case Routing Rules can either be manually fired or set up to be automatic.
If a case is resolved, reactivated, and then resolved again, which of the following statement below is TRUE? Select all that apply. .
Answers:
History items for the case will include only one case resolution activity.
History items for the case will include two case resolution activities.
The single case resolution activity will have a status of canceled.
One case resolution activity will have a status of canceled, and another will have a status of completed
Answers:
History items for the case will include only one case resolution activity.
- History items for the case will include two case resolution activities.
The single case resolution activity will have a status of canceled.
- One case resolution activity will have a status of canceled, and another will have a status of completed
Lesson: Case Resolution Process- History items for the case will include two case resolution activities. Each time a case is resolved a separate resolution activity will occur, even if it’s reactivated. That way you can track every activity involved with a case from beginning to end. When a case is reactivated, the initial case resolution activity is marked as canceled. When you resolve the case the second time, that case resolution activity will be marked as completed.
Which of the following are features of enhanced SLA’s? Select all that apply.
Answers:
Unlimited in scope
Ability to pause SLA
Ability to track multiple cases at once
Ability to add success actions
Answers:
Unlimited in scope
- Ability to pause SLA
Ability to track multiple cases at once
- Ability to add success actions
Lesson: Enhanced SLAs- Enhanced SLA’s feature the ability to pause the SLA and also add success actions. You cannot use them to track multiple cases at once and they are not unlimited in scope.
Which of the following options are expected levels of response for Service Level Agreements? Select all that apply.
Answers:
Research Time
First Response Time
Resolution Time
Last Response Time
Answers:
Research Time
- First Response Time
- Resolution Time
Last Response Time
Lesson: Creating SLAs- First Response Time and Resolution Time are expected levels of response that could involve when the client can expect the initial response to a question, problem, or request or even when they expect an issue being resolved.
What is a valid action you can take on an SLA?
Answers:
Delete Record
Update Record
Clone Record
Tag Record
Answers:
Delete Record
- Update Record
Clone Record
Tag Record
Lesson: Advanced SLA Details- SLA actions include update record, send emails, create records, assign records, and change statuses but do not offer the ability to tag record, delete a record, or clone a record.
What are two allotment types available for entitlements and entitlement templates?
Answers:
Budgeted dollar amount
Coverage dates
Number of cases
Amount of time
Answers:
Budgeted dollar amount
Coverage dates
- Number of cases
- Amount of time
Lesson: Creating New Entitlements- With entitlements, you must specify the support term based on either amount of time or number of cases.
Which component listed below cannot be associated with Entitlements?
Answers:
Products
Knowledge Base
Service Level Agreements
Accounts
Answers:
Products
- Knowledge Base
Service Level Agreements
Accounts
Lesson: Associate Products & Associate SLA’s with Entitlements- Both of these demonstrate that you can associate a Product and a Service Level Agreement with an Entitlement. Lesson: Create Entitlements discusses associating an Entitlement with a customer (Account or Contact)
Which of the following activities are default types of entitlement channels? Select all that apply.
Answers:
Phone calls
Face to face
Emails
Answers:
- Phone calls
Face to face
- Emails
Lesson: Entitlement Channels- Entitlement channels allows a user to define different channels that a customer can use to create a new case and also define how many terms they can use on each channel. Entitlement channels include phone support, emails, and social media such as Twitter or Facebook.
What type of records can be assigned to queues?
Answers:
Service Activities
Accounts
All record types
Cases
Answers:
Service Activities
Accounts
- All record types
Cases
Lesson: Queue Management- In Microsoft Dynamics 365, all record types can be assigned to queues. They can be used to manage work items, cases, activities or other records. By default, only cases and activity records are enabled for queues
Which action in the Queues command bar must be used to allow someone else to work on an item?
Answers:
Release
Remove
Reroute
Share
Answers:
- Release
Remove
Reroute
Share
Lesson: Queue Items: Release and Remove Queue Items- Releasing an item from the queue removes the users’ name who is currently working on the record and makes that case available to be worked on by other users or teams. Queue items can also be removed from a queue at any time by a user who has sufficient security permissions.
When a queue is created, what is the initial status of that queue?
Answers:
Draft
Active
Routed
Unapproved
Answers:
Draft
- Active
Routed
Unapproved
Lesson: Creating and Maintaining Queues- When a queue is created it has the initial status of Active.
What is a hierarchical list of subjects an organization can use to classify service cases and other records in Microsoft Dynamics 365?
Answers:
Knowledge Base
Knowledge Tree
Product Catalog
Subject Tree
Answers:
Knowledge Base
Knowledge Tree
Product Catalog
- Subject Tree
Lesson: Searching for Knowledge Base Articles - The subject tree is a hierarchy of subjects or categories that provides a structured approach for grouping and managing information. The Knowledge Base provides a central repository for an organization’s information, there is not a Knowledge Tree within Microsoft Dynamics 365, and the Product Catalog houses the products or services your company sells.
During its lifecycle, a knowledge base article can be in which of the following set of states listed?
Answers:
Draft, Unpublished, Deleted, Published
Draft, Submitted, Published
Draft, Unapproved, Published
Draft, Approved, Published, Inactive
Answers:
Draft, Unpublished, Deleted, Published
Draft, Submitted, Published
- Draft, Unapproved, Published
Draft, Approved, Published, Inactive
Lesson: Format Knowledge Base Articles from Templates - When an article is first saved, it has a status of Draft. When a draft article is submitted for approval it has a status of Unapproved. Unapproved articles can be edited, and upon review, can either be rejected or approved. If an article is approved, its status changes to Published and it is visible to the whole organization. To change a previously approved article to an unapproved state, it must be unpublished first.
Which of the following statements are TRUE about the maintenance of knowledge base article templates? Select all that apply.
Answers:
Article templates can be deleted at any time.
Article templates can be deleted if there are no articles based on the article templates.
Article templates can be deactivated at any time.
Article templates can only be deactivated if there are no articles based on the article templates.
Answers:
Article templates can be deleted at any time.
- Article templates can be deleted if there are no articles based on the article templates.
- Article templates can be deactivated at any time.
Article templates can only be deactivated if there are no articles based on the article templates.
Lesson: Working with Article Templates- Article templates can be deleted if there are no articles based on the article templates and can be deactivated at any time.
Which type of interactive dashboard shows an aggregate view of the user’s workload with lists, charts, and tiles?
Answers:
Knowledge Manager
Customer Service Representative
Single-Stream Dashboard
Multi-Stream Dashboard
Answers:
Knowledge Manager
Customer Service Representative
- Single-Stream Dashboard
Multi-Stream Dashboard
Lesson: Single-Stream Dashboards - There are four types of interactive dashboards: Knowledge Manager, My Knowledge Manager, Tier 1 Dashboard, and Tier 2 Dashboard. The Tier 2, a single stream, dashboard shows an aggregate view of the user’s workload with lists, charts, and tiles while the Tier 1 dashboard displays lists. The Knowledge Manager dashboard contains information regarding Knowledge Base information. The Customer Service Representative dashboard is not interactive and is found among the other default Service dashboards.
Which of the following options are available when creating an interactive dashboard? Select all that apply.
Answers:
Multiple layouts
Number of rows
Visual Filters section
Streams section
Answers:
- Multiple layouts
Number of rows
- Visual Filters section
- Streams section
Lesson: Creating Interactive Dashboards- Users can choose from several different layouts to build an interactive dashboard. Each type of dashboard contains different options in which to choose, each with diverse layouts, number of columns, and chart sizes. There is a Visual Filters section and a Streams section, each with their own components available.
Routing or adding cases to correct queues is imperative to which Microsoft Dynamics 365 process listed below?
Answers:
Sales to Revenue
Service Overview
Work on Cases
Case Resolution
Answers:
Sales to Revenue
Service Overview
Work on Cases
- Case Resolution
Lesson: Managing Queues & Cases from Streams- Routing or adding cases to the correct queues is imperative to the Case Resolution process, so that the right people can get the right cases. This is why you are able to select a case or cases directly from the dashboard and add them to a specific queue.
If you need to track service cases and explain why customers are contacting support, which of the following report would be the most appropriate?
Answers:
Neglected Cases
Case Summary Table
Service Activity Volume
Case Resolution Overview
Answers:
Neglected Cases
- Case Summary Table
Service Activity Volume
Case Resolution Overview
Lesson: Service Reports- The Case Summary Table reports on opened and resolved cases to help lower support calls and improve product or service. This report tracks service cases and tells you why customers are contacting support. The Neglected Cases Report identifies and takes action on cases that have been neglected. The Service Activity Volume Report shows the amount and length of service activities.
Which of the following are options to Export to Excel? Select all that apply.
Answers:
Pivot Chart
Static Worksheet
Sparkline
Dynamic Worksheet
Answers:
Pivot Chart
- Static Worksheet
Sparkline
- Dynamic Worksheet
Lesson: Export to Excel- The two correct items (Static Worksheet and Dynamic Worksheet) are the only items that you can choose when you export to Excel. The other two options (Pivot Chart and Sparkline) are available after you export to Excel.