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.
Which of the following items are used to define an Advanced Find query? Select all that apply.
Answers:
Record type to search
Time the Advanced Find should run
Search criteria
Record columns to show
Answers:
- Record type to search
Time the Advanced Find should run
- Search criteria
- Record columns to show
Lesson: Advanced Find- The Advanced Find feature is an on-demand query that must be executed by clicking the Query action in the Command Bar, it is not possible to schedule an Advanced Find query to run. To define an Advanced Find, the following must be specified: The Record Type to search for, the search criteria, and the record columns to show.
Which of the following are reasons that you would use a Power BI Dashboard instead of a Dashboard inside Microsoft Dynamics 365? Select all that apply.
Answers:
You can add multiple visualizations with Power BI Dashboards
You have fewer restrictions on the size of your elements with Power BI Dashboards
You can use web resources with Power BI Dashboards
You are only able to use the preconfigured Power BI Dataset
Answers:
- You can add multiple visualizations with Power BI Dashboards
- You have fewer restrictions on the size of your elements with Power BI Dashboards
You can use web resources with Power BI Dashboards
You are only able to use the preconfigured Power BI Dataset
Lesson: Power BI Dashboards- When discussing the reasons to use Power BI Dashboard over the Dashboards that exist in Microsoft Dynamics 365, the following are listed: You can add multiple visualizations and place them wherever you choose, you can choose a variety of sizes for your Power BI elements. The demonstration and lab both go through how to create a new Power BI Dashboard, so only being able to use the preconfigured one is false. It is also listed that you can use web resources with the Microsoft Dynamics 365 Dashboards, instead of the Power BI Dashboards.
Which of the following statements are TRUE about Goal Management? Select all that apply.
Answers:
Goals can only be used in regards to currency fields.
A goal record must always have a goal owner.
Goals can only be defined for fiscal periods.
Goals can be defined for most record types and for both fiscal and custom periods.
Answers:
Goals can only be used in regards to currency fields.
- A goal record must always have a goal owner.
Goals can only be defined for fiscal periods.
- Goals can be defined for most record types and for both fiscal and custom periods.
Lesson: Goal Management- Goals can be defined for most record types and for both fiscal and custom periods. They must always have a goal owner and can be used on various field types.
Microsoft Dynamics 365 comes equipped with numerous built-in charts. Which of the following chart combinations below are default chart types within Microsoft Dynamics 365? Select all that apply.
Answers:
Column chart, Bar chart, Doughnut chart
Column chart, Bar chart, Bubble chart
Pie chart, Funnel chart, Multi-Series chart
Pie chart, Funnel chart, Scatter Plot chart
Answers:
- Column chart, Bar chart, Doughnut chart
Column chart, Bar chart, Bubble chart
- Pie chart, Funnel chart, Multi-Series chart
Pie chart, Funnel chart, Scatter Plot chart
Lesson: Working with Charts- Charts provide a visual way for users to understand and put perspective on data. Microsoft Dynamics 365 provides the following chart types: Column, Bar, Area, Line, Pie, Funnel, Multi-Series charts, Comparison/Stacked, Tag, and Doughnut charts.
Which of the following statements about the use of Images in Survey are correct? (Check all that Apply)
Answers:
They can be used as a Survey Logo
They can be used as a Question Logo
They can be used as a Section Logo
They can replace the default images for rating questions
Answers:
- They can be used as a Survey Logo
They can be used as a Question Logo
- They can be used as a Section Logo
They can replace the default images for rating questions
Explanation: Image files can be uploaded into Dynamics 365 to be used as either Survey or Section Logos. Individual questions cannot have Images attached.
Reference: Brand Customization
After installing the Voice of the Customer preferred solution, what must you do before you can use Voice of the Customer?
Answers:
Enable the Voice of the Customer Solution
Publish All Customizations
Enable Voice of the Customer for each entity that will trigger a Survey
Create a custom entity to store survey responses
Answers:
- Enable the Voice of the Customer Solution
Publish All Customizations
Enable Voice of the Customer for each entity that will trigger a Survey
Create a custom entity to store survey responses
Explanation: The Voice of the Customer solution is a managed solution, and it is automatically published after it is installed. All necessary customizations to the environment already exist, but before you can start using the solutions, you must Agree to the terms and conditions and Enable Voice of the Customer.
Reference: Installing Voice of the Customer
Your organization has been running voice of the customer for several months. It seems like the responses to your surveys have slowed down. Where do you check to see results of past poll request for Survey Responses?
Answers:
Configurations
Logs
Imports
Survey Responses
Answers:
Configurations
- Logs
Imports
Survey Responses
Explanation: The Voice of the Customer Logs will show you all of the requests for Survey Responses made by the solution. From inside the logs, you can see how many responses were received as well as any potential error that were received.
Reference: Configuration
Which of the following are forms that are associated with individual survey design and analytics in the Voice of the Customer? (Check all that Apply)
Answers:
Survey.
Configuration.
Designer.
Dashboard.
Answers:
- Survey.
Configuration.
- Designer.
- Dashboard.
Explanation: Each survey will contain three forms that are used for survey configuration, design, and reporting: They are Survey, Designer, and Dashboard. The configuration form is used to configure how often the solution polls for survey responses for all surveys. Themes do not provide a spot to define it as a theme for specific survey. That has to be done on the survey itself.
Reference: Surveys
Your company is going to be creating a survey that will be used for marketing purposes. You intend on running this survey for a few weeks, before you replace it with another survey. This survey should be enabled for feedback.
Answers:
True
False
Answers:
True
- False
Explanation: You should only enable surveys for feedback when they will be longer running surveys that may last many months if not years. When you enable a survey for feedback a new entity is created in Dynamics 365. Do this to make times could negatively impact your system performance.
Reference: Feedback vs Survey Responses
Reporting a very important to your organization. You want to use the Voice of the Customer’s linked question feature for reporting. Which of the following statements are true about linked questions? (Check all the Apply)
Answers:
Questions can only be linked to other questions in the same survey
Questions can be linked to questions in different surveys
You must save a question as a linked question before you can link to it
Linked questions provide additional actions for acting on Survey Response Outcomes
Removing a link between question will clear out any responses
Answers:
Questions can only be linked to other questions in the same survey
- Questions can be linked to questions in different surveys
- You must save a question as a linked question before you can link to it
Linked questions provide additional actions for acting on Survey Response Outcomes
Removing a link between question will clear out any responses
Explanation: Linked questions are primarily used for reporting purposes. There is not additional functionality that is enabled when you link multiple questions together. Questions can be linked to questions in the same or different surveys as long as the questions are defined as linked questions. You must first save a question as linked before other questions can be linked to it.
Reference: Linking Questions
You want to personalize a survey to include specifics about the customer taking the survey as well as some information about the agent that helped them with a specific call. How do you include personalized data in a Survey?
Answers:
Insert Dynamics 365 Fields into specific Survey components
Insert Piped Data into specific Survey components
Associate a specific Survey component to a Dynamic 365 Entity
Create a Response Routing Action that includes the Specific Dynamics 365 Data
Answers:
Insert Dynamics 365 Fields into specific Survey components
- Insert Piped Data into specific Survey components
Associate a specific Survey component to a Dynamic 365 Entity
Create a Response Routing Action that includes the Specific Dynamics 365 Data
Explanation: The Voice of the Customer solution allows inserting Dynamics 365 data into your surveys using Piped Data. There are 8 fields that can be used as Piped Data. User, Product, Service, Customer, Location, Date Time, Other 1, and Other 2. They are not specifically mapped to Dynamics 365 data. You have to do that when sending out survey Invites.
Reference: Piped Data
You want to send a notification to a Queue, whenever someone answers a specific question with a low score. What feature do you use?
Answers:
Response Routing
Feedback
Alert Tasks
Piped Date
Answers:
- Response Routing
Feedback
Alert Tasks
Piped Date
Explanation: When you use server Response Actions, notifications can be sent to either users or queues when a response condition is met. You can trigger several response outcome types. Complaint, Low Score, Distress, Unsubscribe, High Score, Contact Request.
Reference: Response Actions - Server
You are creating a Response Condition. You want to use the condition below:Overall Satisfaction score is greater than or equal to 6,or Agent Satisfaction score is greater than or equal to 6.And Interest marketing materials is Yes.Is this a valid Response Condition?
Answers:
Yes
No
Answers:
Yes
- No
Explanation: Response Conditions support both And / Or conditions, but you cannot use both in a single condition.
Reference: Response Routing
You want respondents to be directed to another survey when they answer yes to a specific question. This is done by creating a Linked Question with the other survey.
Answers:
True
False
Answers:
True
- False
Explanation: Linked questions are used for reporting purposes. Creating a linked question does not direct them to another Survey or part of a Survey. This needs to be done using Response Routing Rules.
Reference: Response Routing
You have created a new survey called Customer Satisfaction. You plan on distributing the survey Anonymously. Which records in Dynamics 365 can the responses be associated with? (Check all that Apply)
Answers:
Account.
Contact.
Lead.
Regarding Record.
Answers:
Account.
Contact.
- Lead.
Regarding Record.
Explanation: When distributing surveys Anonymously, only Leads can be created. Accounts, Contacts, and the Regarding record can be linked to, but only if the survey is using the Email Snippet.
You are sending out a survey that contains Piped Data. By creating a Workflow to send the email contain the survey link you can use Dynamics 365 Data as the Piped Data.
Answers:
True
False
Answers:
- True
False
Explanation: When distributing a survey that contains piped data, you can use Dynamics 365 data, when you create a workflow and dynamically populate the Piped Data Parameters in the Email Snippet attached to the Email.
You want to enable a survey called Customer Service Survey for feedback. Which of the following statements are correct about using enabling feedback for a survey? (Check all that Apply)
Answers:
You must define the solution to store the new Entity
All Forms, Charts, and Dashboards must be manually created
Relationships with Contacts and Accounts can be auto created
No additional customizations can be made to the Entity Created
Answers:
- You must define the solution to store the new Entity
All Forms, Charts, and Dashboards must be manually created
Relationships with Contacts and Accounts can be auto created
No additional customizations can be made to the Entity Created
When you enable an entity for feedback, a new custom entity is created for storing responses. You can elect to create that entity either manually or automatically when the survey is published. You must have a solution that will be used for storing the entity prior to enabling for Feedback. When the entity is created, relationships to the Account and Contacts Entities can be Auto Created. Dashboards, Forms, and Charts can also be auto created. Once created you can customize any entities needed.
Which of the following reports are included in the Voice of the Customer Solution?
Answers:
Net Promoter Score.
Survey Summary.
Question Detail Breakdown.
Survey Export.
Response Outcomes.
Answers:
- Net Promoter Score.
- Survey Summary.
Question Detail Breakdown.
- Survey Export.
Response Outcomes.
Explanation: Out of the Box the Voice of the Customer solution ships with three reports. Net Promoter Score, Survey Export, and Survey outcome.
Reference: Processes and Automation
All Survey Responses collected are stored in a single entity.
Answers:
True
False
Answers:
- True
False
Explanation: All survey responses that are collected are stored in the same table. The only time that items are stored separately is when a survey is enabled for feedback. Then the responses are stored in the custom entity that is created. Reference: Survey Responses
Where do you go to retrigger response retrieval if responses are not coming back into the Voice of the Customer Solution?
Answers:
The Survey you want responses for.
The Voice of the Customer Configuration.
The Voice of the Customer Import Log.
The Voice of the Customer Solution
Answers:
The Survey you want responses for.
The Voice of the Customer Configuration.
The Voice of the Customer Import Log.
- The Voice of the Customer Solution
Explanation: If responses are failing to be retrieved, you can reset the polling, by going into the Voice of the Customer Solution. Inside there is an option to Trigger Response Processing. This will start pulling in Survey Responses again.
Reference: Response Triggering
What kind of framework does the Unified Service Desk have?
Answers:
Entity-based
Developer-based
Configuration-based
Session-based
Answers:
Entity-based
Developer-based
- Configuration-based
Session-based
Explanation: Unified Service Desk provides agents with a single service interface for accessing customer information in Microsoft Dynamics CRM and uses configuration-based framework for quickly building agent applications, which in turn can also be quickly configured per your organization requirements without using code.
Which of the following statements are true about Unified Service Desk for Dynamics 365? (Check all that Apply)
Answers:
Unified Service Desk contains session-management capabilities.
Unified Service Desk does NOT contain session-management capabilities.
Unified Service Desk reduces operational complexity through chevron status bars.
Unified Service Desk reduces operational complexity through agent scripts.
Answers:
- Unified Service Desk contains session-management capabilities.
Unified Service Desk does NOT contain session-management capabilities.
Unified Service Desk reduces operational complexity through chevron status bars.
- Unified Service Desk reduces operational complexity through agent scripts.
Explanation: Unified Service Desk contains Session-management capabilities, where your agents can simultaneously handle multiple customer sessions and the application provides you with the ability to preserve contextual information in each session and secure access to data based on security in Microsoft Dynamics CRM. The Unified Service Desk also reduces operational complexity through agent scripts. Organizations can provide guidance to their customer service reps through standard instructions (called agent scripts). These describe what tasks to perform and how to do them, while also handling complex processes during customer interactions.
Reference: How Does It Help
The Unified Service Desk interface is accessed through the Dynamics 365 Web Client.
Answers:
True
False
Answers:
True
- False
Explanation: Unified service is a desk top application. System Administrators and System customizers configure application behavior through the Dynamics 365 UI. Once the configuration is complete users log into the desktop application to consume Unified Service Desk.
Reference: Choice of Clients
Your organization just deployed Dynamics 365 online, and are using Interactive Service Hub. You are going to be deploying Unified Service Desk, and want to deploy the most minimal environment possible so you can build your USD deployment the way you want. Which environment should you choose during Package Deployer Setup?
Answers:
New Environment
Dynamics 365 Web Client
Interactive Service Hub
Update Package
Answers:
- New Environment
Dynamics 365 Web Client
Interactive Service Hub
Update Package
Explanation: Choosing New environment will deploy the most basic USD components. It includes only the Core Functionality and Minimal Hosted controls. Aside from building from the ground up, this is the recommended deployment for a New Environment. The other solutions also include sample data that may not be relevant to your goals, and therefore are not recommended for production environments.
Reference: Solution Selection
Which of the following components are part of the Integrated Agent Desktop within the Unified Service Desk in Microsoft Dynamics CRM? (Check all that Apply)
Answers:
Action Calls
Action Tabs
Configuration Lines
Session Lines
Answers:
- Action Calls
- Action Tabs
Configuration Lines
- Session Lines
Explanation: Action Calls are like function calls. They combine data from the session into parameters and passed to a control to do something. Session Lines are rules and definitions that display session items and are used for naming the tab representing the session, alerts, and displaying important overview data.
Reference: USD Components
You are going to be deploying Unified Service Desk for you Dynamics 365 Implementation. You will be deploying several different Hosted Controls in your environment. Which of the following Hosted Controls are required for all USD deployments? (Check all that Apply)
Answers:
CRM Page
Connection Manager
Session Tabs
Global Manager
CRM Dialog
Answers:
CRM Page
- Connection Manager
Session Tabs
- Global Manager
CRM Dialog
There are many different Hosted Control types available in Unified Service Desk. Each provides specific functionality. Some like CRM Page, the Debugger, and Session Tabs will likely be in most deployments, but are not required for USD to work. The Connection Manager and Global Manager hosted controls are required for all USD deployments and must occur only once in each deployment.
Reference: Required Hosted Controls
A user is reporting that the Account Name is not populating correctly on the Tab all of the time. Sometimes it does populate the name and sometimes it does not. Which type of Hosted control would begin troubleshooting with?
Answers:
Session Tabs
Debugger
Panel Layout
CRM Page
Answers:
Session Tabs
- Debugger
Panel Layout
CRM Page
Explanation: The Debugger is a special troubleshooting component that allows an admin to view the events and actions being performed by the agent desktop, how long they took, and success/failure details. It also can be used to view all the replacement parameters available in the current context. the Session Tabs Hosted Control only enables the Session functionality, the actual Tab Names are populated with Action Calls.
Reference: Debugger
Which of the following are types of Hosted Controls in Unified Service Desk? (Check all that Apply)
Answers:
User Notes
CCA Hosted Application
CRM Activity
Dynamics Web Application
Standard Web Application
Answers:
- User Notes
- CCA Hosted Application
CRM Activity
Dynamics Web Application
- Standard Web Application
Explanation: Unified Service Desk provides several different types of Hosted Controls. Each provides black box functionality for the specific function desired. Standard Web Application is used to host non-CRM web pages such as portals or other web based line of business applications. There is not a Dynamics Web Application Hosted control. CCA Hosted Applications are for custom developed application that should be surfaced in USD. User Notes allows Agents to capture note and save them back into the application. For CRM activities you would use CRM Page.
A Unified Service Desk Deployment can contain only one Hosted Control with a Type of CRM Page.
Answers:
True
False
Answers:
True
- False
Explanation: The CRM Page Hosted Control is used to load Dynamics 365 Pages. It contains specific functionally for working with Dynamics 365 web pages. This type of hosted control can be used anytime you want to populate Dynamics 365 Pages in USD. You will generally have several Hosted Controls with this type in a USD deployment. Example: One for called Account and another called Contact.
Reference: CRM Page
You want to change the dashboard that is displayed when the USD desktop application is launched. How would you do this?
Answers:
Edit the Action Call associated with the Event that runs when USD is opened
Edit the UII action associated with the Dashboards hosted control.
Edit the Navigation Rule that runs when USD is Opened
Change the default Dashboard in Dynamics 365
Answers:
- Edit the Action Call associated with the Event that runs when USD is opened
Edit the UII action associated with the Dashboards hosted control.
Edit the Navigation Rule that runs when USD is Opened
Change the default Dashboard in Dynamics 365
Explanation: Events are used to represent something of importance that has happened within a hosted control. Action Calls can be associated with events to perform work when this event occurs. When USD is loaded it fires an event called desktop ready. By changing the dashboard that is used in the Action Call associated with this event, you can control which dashboard loads automatically when USD is launched.
Reference: Events
Which of the following statements are true about Action Calls in USD? (Check all that Apply)
Answers:
Action Calls define the specific UII Action to call for a Hosted Control.
Action Calls define the Actions the Hosted Control can process.
Action Calls can pass data from the USD session to the control it is executing against
Action Calls can only be triggered by Toolbar Buttons.
Answers:
- Action Calls define the specific UII Action to call for a Hosted Control.
Action Calls define the Actions the Hosted Control can process.
- Action Calls can pass data from the USD session to the control it is executing against
Action Calls can only be triggered by Toolbar Buttons.
Explanation: Action Calls are like function calls. They define which specific UII Action to call for a specific hosted control when they are fired. They Combine data from the session into parameters and pass them to the hosted control to do something in the Control. They need to be triggered by something in the application such as a Toolbar Button, Event, Routing Rule etc.
Reference: Action Calls
You are going to create an Action Call that is going to create a new email in Dynamics 365 that is associated with the case that is currently open. Which of the following information is required when you are defining an Action Call? (Check all that Apply)
Answers:
The Hosted Control
The Action
The Data
The Order
Answers:
- The Hosted Control
- The Action
The Data
The Order
Explanation: Each Action Call needs to be associated with a Hosted Control, and a Valid Action for that Hosted Control. For example: If you want to load the Debugger, you would create an Action Call associated with the Debugger Hosted Control that executes the default action which just loads that Control. You can only select Actions that are defined for the Hosted control that you selected. Additional Data Parameters, and the Order of execution can provide greater control or flexibility, but they are not required.
Reference: Action Calls
A toolbar button does not have to have an Action Call associated with it.
Answers:
True
False
Answers:
- True
False
Explanation: If a Toolbar Button has an Action Calls associated with it, the Action Call will be executed when the button is clicked. A button does not have to have an Action Call associated with it. It could have another button associated with it. In that case a menu will all the buttons attached to that button would display. A button could also have both additional buttons and Action Calls associated with it. This would create what is called a split button.
Reference: Toolbar Buttons
You want to create a Window Navigation Rule that will open a related contact for an account into a different tab in the same session when contact is selected. What Route Type should you select for your Navigation Rule.
Answers:
Popup
In Place
OnLoad
Menu Chosen
Answers:
Popup
- In Place
OnLoad
Menu Chosen
Explanation: The route type defines what the type of route that would normally occur in the application. For example: when you click on a related contact it displays the contact in place in Dynamics 365. If you were selecting something from the Navigation Menu, you would choose Menu Chosen. If USD does not understand what type of route behavior is expected, it cannot override it with the appropriate Action.
Reference: Defining what to Display
You want to create a default Navigation Rule for anytime the account entity is going to be displayed in the application regardless of which hosted control initiated the route. How do you do this?
Answers:
Leave the From field blank and the Entity field to account
Set the From field to All and the Entity field to account
Leave the From field blank and set the Entity field to
Set the From field to All and the Entity field to
Answers:
- Leave the From field blank and the Entity field to account
Set the From field to All and the Entity field to account
- Leave the From field blank and set the Entity field to
- Set the From field to All and the Entity field to
Explanation: When creating a navigation rule, the from field defines the Hosted Control that the route originated from. The Entity field defines the type of entity that is going to be routed. If you leave the from field blank it will apply the rule to all routes for that entity.
Reference: Defining Default Rules
Which fields are used to determine which routing rule to run? (Check all that Apply)
Answers:
Action.
Order
Route Type.
From
Entity
Answers:
Action.
- Order
Route Type.
- From
- Entity
Explanation: The Order Field is the first field used to determine which rule to define. After the Order it looks at the From Field and then the Entity Field. As soon as it finds a match, that is the rule that will be used.
Reference: Order of Evaluation
Using Navigation Rules, you can only have windows open in the same session.
Answers:
True
False
Answers:
True
- False
Explanation: Depending on the Route type, there are several different options for where to direct the window. You can create a brand new session if the route type is Popup, you can also display it outside of the control of the USD agent Desktop.
Reference: What are Navigation Rules
Which of the following items can you do with the debugger Hosted Control? (Check all that Apply)
Answers:
View the currently loaded Data Parameters
Make changes to a Hosted Control
View fired events
Run Action Calls on demand
Edit UII Actions
Answers:
- View the currently loaded Data Parameters
Make changes to a Hosted Control
- View fired events
- Run Action Calls on demand
Edit UII Actions
Explanation: The debugger is a special hosted control that provides some key capabilities that can be used for testing and trouble shooting. These include, see Replacement Parameter list and their current values, see Events, when they are fired, and the parameters, run an action call on demand, run an ad-hoc action call and saved as an action call, test scriptlets, and more.
Reference: What is the Debugger
Data Parameters can be viewed in Real Time with the Debugger.
Answers:
True
False
Answers:
True
- False
Explanation: with the debugger, the most recent Data Parameters can be viewed. However, the data is not automatically refreshed as users work in the application. You must refresh the Data Parameters in the Debugger to load the most recent data.
Reference: Viewing Parameters in the Debugger
You want to use the Full Name of the Last Contact record loaded into a Hosted Control called Customer as a Replacement Parameter. Which syntax below do you use to ensure that the last contact loaded into the Customer Hosted control is used.
Answers:
[[Customer.fullname]]
[[contact.fullname]]
[[Customer#contact.fullname]]
[[Customer.LogicalName]]
Answers:
[[Customer.fullname]]
[[contact.fullname]]
- [[Customer#contact.fullname]]
[[Customer.LogicalName]]
Explanation: There are three ways that Dynamics 365 data shows in Data Parameters.
• Hosted Control: Shows the last record loaded into the hosted control regardless of the type of record it is.
• Type: Shows the last record of that type that was loaded regardless of the hosted control it was loaded into
• Both: Shows the last record of that type that was loaded into that hosted control.
[[Customer#contact.fullname]] would show the fullname of the last Contact record loaded into the Customer Hosted Control
Reference: Using Dynamics 365 Data
You want to limit the specific USD entries that certain users have access to when using Unified Service Desk. How can you do this?
Answers:
User Settings
Configurations
Options
Themes
Answers:
User Settings
- Configurations
Options
Themes
Explanation: Configurations can be thought of as being similar to a view of USD entities. Each configuration defines the specific USD entities that people assigned to that configuration have access to. USD entities can exist in multiple configurations. A user can only be assigned to one configuration.
When using Agent Scripts, you can create Dynamics 365 record automatically based on responses to specific steps in the script?
Answers:
True
False
Answers:
- True
False
Explanation: Agent Scripts not only provide a script for each agent to read, but they provide guidance and instructions to the agent based on how the navigate through the script. Action Calls can be added to specific tasks so when someone clicks on it, it can do something in the application such as create a record.
Reference: Agent Scripts
You want to display specific information like the Account Name, Primary Contact, Phone Number, and Email Address all the time while that customers Session is active even if you are not working on a screen that contains that data. How is this done in USD?
Answers:
Session Names
Session Overview Lines
Navigation Rules
Session Context
Answers:
Session Names
- Session Overview Lines
Navigation Rules
Session Context
Explanation: Session Overview Lines are typically XAML snippets that display high value content. Every time something happens in a Session, every session overview lines are evaluated to determine what to display. Any line that is a match is displayed in the UI. The result is a combination of all the successful entries that are stacked vertically in the Session Lines component. The Order signifies the order top to bottom that they are displayed when successful.
Reference: Session Overview Lines
Which of the following items are out of the box capabilities of Dynamics 365 Field Service? (Check all that Apply)
Answers:
Turn by Turn Directions
Resource Optimization
Assisted Scheduling
Connected Field Service
Answers:
- Turn by Turn Directions
Resource Optimization
- Assisted Scheduling
Connected Field Service
Out of the Box Dynamics 365 for Field Service provides the ability to generate Work Orders, manage inventory, schedule Work Order either manually or with the Schedule Assistant, Turn – by – Turn directions for one location to another, as well as purchasing, and return processing. Additional functionality, such as Connect Field Service, and Resource Optimization is available for purchase through App Source.
Reference: Dynamics 365 Filed Service Functionality
Skills and Certifications can be added to Resources to assist in scheduling.
Answers:
True
False
Answers:
- True
False
Recourses in Dynamics 365 for Field Service can be Users, Contacts, Accounts, and Equipment. In addition, resources can be added to resource groups for greater flexibility. Characteristics can be added to resources to better define skills and certifications that they may have. These characteristics can be leveraged to assist is finding the most qualified technicians to complete a specific Work Orders.
Reference: Resource Management
Which of the are ways that Work Orders can be created in Dynamics 365 for Field Service? (Check all that Apply)
Answers:
Manually from the Service Board
Manually with the Field Service Mobile App
Convert a Lead to a Work Order
Convert a Case Work Order
Answers:
Manually from the Service Board
- Manually with the Field Service Mobile App
Convert a Lead to a Work Order
- Convert a Case Work Order
Work Order can be created several different Ways. They can be created Manually through the Dynamics 365 Application and the Mobile App. They can also be created automatically from an Agreement. They can also be automatically created by converting a Case or an Opportunity. Reference: Work Orders
Which of the following Out of the Box categories are used to define Products and Services in Dynamics 365 for Field Service? (Check all that Apply)
Answers:
Inventory.
Taxable.
Non-Inventory.
Services.
Travel.
Answers:
- Inventory.
Taxable.
- Non-Inventory.
- Services.
Travel.
Service in Dynamics 365 for Field service can be assigned one of three categories. Inventory for products the can be added and deducted from inventory, Non-Inventory for smaller items that are not considered inventory based items, and services that define the services that can be added to Work Orders.
Reference: Product and Service Categories
Which of the follow pricing items are specific to Services in Dynamics 365 for Field Service? (Check all that Apply)
Answers:
Flat Fee
Minimum Charge Amount
Minimum Charge Duration
Specific Amount
% of Markup
Answers:
- Flat Fee
- Minimum Charge Amount
- Minimum Charge Duration
Specific Amount
% of Markup
Three specific pricing options are available only for Services used in Field Service. Minimum Charge Amounts can be used to define a minimum amount that will be charged for a specific service. Minimum Charge durations can be used to define a Minimum amount of time that will be billed for a Work Order. A flat fee can also be used for things like Travel etc.
Reference: Pricing Features
If a product attached to a Work Order has a different default Price List from the Work Order it is attached to, the Product Price List will be used.
Answers:
True
False
Answers:
True
- False
Default Price Lists can be associated with Accounts, Work Orders, and Products. If a Product associated with a Work Order has a different default Price List from the Work Order that it is attached to, the Work Order Price List will be used.
Reference: Additional Information
All resources will be available to schedule for Work Order 24/7.
Answers:
True
False
Answers:
True
- False
Individual Resources can have work schedules defined for them. By default, a resources schedule will be 24/7, however each resource can have a work schedule defined form them that can contain have a predefined set of work hours defined. Reference: Resources
You have created a manually created a new Work Order. What is the status of the Bookable Resource Booking associated with the Work Order?
Answers:
Scheduled
Not Applicable
Traveling
In Progress
Completed
Answers:
Scheduled
- Not Applicable
Traveling
In Progress
Completed
When a Work is Manually Created, it will be unscheduled. A Bookable Resource Booking is not created until the Work Order has been scheduled either by manually scheduling it on the Schedule board, using the Scheduling Assistant or with Resource Scheduling Optimization. Reference: Work Order life cycle
Which of the following items is used to define the location where the technician will actually be performing the specific work for a Work Order?
Answers:
Billing Account
Service Account
Resource Booking
Service Tasks
Answers:
Billing Account
- Service Account
Resource Booking
Service Tasks
There are several different records that can be associated with a Work Order. When a Work Order is created, a Service Account must be defined. The Service Account defines the actual Account where the Work with be completed. The Billing Account is the Account that is responsible for payment. A resource booking defines the Time that the Work Order work will be completed, and who will be completing the work. The Service Tasks define the specific task that the Service Technician will be completing. Reference: Work Order Relationships
Which of the following Dynamics 365 Entities can be automatically converted in Work Orders? (Check all that Apply)
Answers:
Cases
Orders
Opportunities
Service Activities
Answers:
- Cases
Orders
- Opportunities
Service Activities
Work Order can be created several different Ways. They can be created Manually through the Dynamics 365 Application and the Mobile App. They can also be created automatically from an Agreement. They can also be automatically created by converting a Case or an Opportunity.
Reference: Work Order Life Cycle
Which of the following items can be automatically added to a Work Order by using incident types? (Check all that Apply)
Answers:
Products
Services
Service Tasks
Service Account
Bookable Resource Booking
Answers:
- Products
- Services
- Service Tasks
Service Account
Bookable Resource Booking
When you create Incident Types, you can define Service Tasks (including durations, Products, Services, and Characteristics. When the Incident Type is attached to a Work Order any of the defined items will automatically be added to the Work Order. The Service Account will need to be manually added to the Work Order at the time of creation. Bookable Resource Bookings are created once a Work Order is scheduled and cannot be populated as part of Incident Types. Reference: Incident Types
Service Tasks cannot be manually added to a Work Order. They can only be populated using Incident Types.
Answers:
True
False
Answers:
True
- False
While Service Tasks including durations will be automatically populated when an Incident Type is added to a Work Order, Additional task can still be added as necessary or independently.
Reference: Incident Types and Service Tasks
You want to manually schedule a work order using the Scheduling Board. Which of the following ways can a you accomplish this? (Check all that Apply)
Answers:
Right click the Resource and click Schedule a Work Order
Drag unscheduled Work Order from list view
Drag unscheduled Work Order from map view
Blocking out a slot on the Schedule Board directly
Select an unscheduled Work Order and choose Schedule this Work Order
Answers:
Right click the Resource and click Schedule a Work Order
- Drag unscheduled Work Order from list view
- Drag unscheduled Work Order from map view
- Blocking out a slot on the Schedule Board directly
Select an unscheduled Work Order and choose Schedule this Work Order
By using the Schedule Board, Work Orders can be manually scheduled in one of three ways. They can be Dragged from the Unscheduled Work Order List, Dragged from the Map View, or by Blocking out a slot on the Schedule Board (By holding down the shift key once released the select Work Order screen will display).
Reference: Manually Scheduling Work Orders
You Organization uses Skype for Business, and has it connected to their Dynamics 365 implementation. By using the Schedule Board you are able to Instant Message Resources.
Answers:
True
False
Answers:
- True
False
With the Newly redesigned Schedule Board, all resources will be listed. In additional you can select a resource and from there you can Send them an Email, Create a Phone Call, or Send them an Instant Message.
Reference: Schedule Board overview
You are using the Schedule Board to schedule resources. You are trying to locate resources to schedule. What options for filtering are available from the schedule board? (Check all that Apply)
Answers:
Business Unit
Resource Type
Date
Territory
Answers:
- Business Unit
Resource Type
- Date
- Territory
Explanation: When you are using the schedule board, you can filter resources by several different options. Resources can be filtered by Characteristics, Roles, Territories, Organization Units, Resources Types, Teams, and Business Units. Date filtering is not an option. Date Filtering is available with the Schedule Assistant. Reference: schedule board
You have a customer who wants to schedule multiple recurring Service Calls. They have a need for one to occur once a week, one to occur every two weeks, and one to occur monthly. This functionality is accomplished by creating 3 separate agreements with their own booking schedule defined.
Answers:
True
False
Answers:
True
- False
When creating an Agreement, you can define multiple booking schedules for the agreement. This will allow you to use a single agreement for multiple recurring Work Orders. Each can have a separate schedule defined.
Reference: Additional Information
When you assign Price List to an Agreement, all products and services added to the agreement should also be attached to the same Price List.
Answers:
True
False
Answers:
- True
False
When a Price list is added to an agreement, that Price is Used for all products and services added to the Agreement. Since many agreements may have special pricing arrangements specified it is important that all products and services added to the agreement be added to the same price list. This will ensure that the special pricing is used. Reference: Additional Information
You are creating an Agreement for a Service customer. You want to be able to create Work Orders associated with the Agreement. Which of the following statements are true about Creating Bookings using Agreements? (Select all that apply)
Answers:
Once a Booking Schedule is defined, additional bookings cannot be manually created.
Incident Types can be added to the Booking Schedule used to auto create Work Orders.
Work Orders automatically through the Booking Schedule cannot be edited.
The Agreement must be Activated before Automatic Creation can occur.
Answers:
Once a Booking Schedule is defined, additional bookings cannot be manually created.
- Incident Types can be added to the Booking Schedule used to auto create Work Orders.
Work Orders automatically through the Booking Schedule cannot be edited.
- The Agreement must be Activated before Automatic Creation can occur.
When agreements are used to auto generate Work Orders, Incident Types can be defined to auto populate services, products, and service tasks on the Work Orders created. The Work Orders that are created can be edited. Reference: Bookings and Invoices
You are going to be deploying the Dynamics 365 Field Service mobile application for your technicians in the field. Which of the following Security Roles allow access to use the Field Service mobile application? (Check all that Apply)
Answers:
Field Service – Administrator
Field Service – App Access
Field Service – Dispatcher
Field Service – Inventory Purchase
Field Service – Resource
Answers:
- Field Service – Administrator
Field Service – App Access
- Field Service – Dispatcher
- Field Service – Inventory Purchase
- Field Service – Resource
Users who will require access to the Field Service Mobile application, they will require the appropriate security permissions. Out of the Box there are four Security Roles that allow access to the application. Field Service – Administrator, Field Service – Dispatcher, Field Service Inventory Purchase, or Field Service – Resource. Reference: Mobile Application
You want to update the Service Tasks that are associated with a Work Order that has been assigned to you using the mobile application. Where do you have to navigate to in order to update the service tasks?
Answers:
Dashboard
Bookings
Activities
Accounts
Answers:
Dashboard
- Bookings
Activities
Accounts
When you select a Booking from the Bookings menu, the Work Order will open. In addition you can from the Work Order you can see all the Service Task associated with it. You can open Each Task and Edit the status of the Task. Reference: Working with the Mobile App
You are looking at deploying the Field Service Mobile application for all of your technicians in the field. When using the Mobile Application, users will be able to view all of their Bookings offline, but will need to Online to update it?
Answers:
True
False
Answers:
True
- False
The Field Service Mobile application supports both Online and Offline modes. When someone is working Offline, users can update Work Orders while working Offline any changes you make to the Work Order will be Synced the next time you go online and Sync. Reference: Working with the Mobile App
Products that are attached to a Work Order can be automatically converted to Customer Assets when a Work Order is completed.
Answers:
True
False
Answers:
- True
False
When a product is added, There is an option to convert it to a Customer Asset. If this option is select the Product will be converted to a Customer Asset and associated with Customer Account record upon completion of the Work order. Reference: Customer Assets
You can create an Inventory Transfer record to transfer inventory from one Warehouse to multiple warehouses?
Answers:
True
False
Answers:
True
- False
Inventory transfer records can be created to Transfer Inventory from one warehouse to another ware house. If you want to transfer inventory to multiple warehouses, you would need to create multiple transfer records.
Reference: Managing Inventory
You have a customer who is looking to return a product that they purchased. Which of the follow options are ways of returning product in Dynamics 365 for Field Service? (Check all that Apply)
Answers:
Return to warehouse
Return to vendor
Return to Inventory
Change equipment ownership
Reallocate Product
Answers:
- Return to warehouse
- Return to vendor
Return to Inventory
- Change equipment ownership
Reallocate Product
Dynamics 365 for Field Service allows three ways of processing customer returns. Items can be returned and added back into inventory to a specific warehouse. You can create a Return to Vendor record, or you can create a Change of Equipment Ownership record. Reference: Processing Returns
