Microsoft Dynamics 365 Customer Service Functional Consultant187 questions across 19 pages are complete and free, with no account or card.
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A company uses Dynamics 365 Customer Service. A client purchases a premium support package that allows six support incidents over two years. You need to set up support entitlement enforcement. Which three attributes should you configure? Each correct answer presents a part of the solution. NOTE: Each correct selection is worth one point.
Answer: BCD
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?
Answer: A
You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with creating a service-level agreement (SLA) that allows for times and status’ of an SLA to be tracked. Which of the following is the type of SLA you should create?
Answer: C
A company uses Dynamics 365 Customer Service. You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab. You test the rule and discover that exact matches do not appear. You need to determine why the rule is not working. What are two possible reasons why the rule is not working? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Answer: BE
You are using Dynamics 365 Customer Service. You need to ensure that customers request support by using email, phone or web, based on their signed contracts with your company. What should you do?
Answer: A
A company has used Dynamics 365 Customer Service with Omni channel for more than a year. The company has experienced several product recalls over the last three months. Customer agents must follow standardized answers, approved by the legal department, to respond to customer questions that are sent in from chats, texts, and phone conversations. You need to configure the system. Which two actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth one point.
Answer: AD
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution. After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen. A company has a Customer Service deployment. The company plans to implement the following: • AI suggestions for contacts in Teams. • Training information about the capabilities of suggestions. You need to identify the scenarios where the relevant contacts will be provided to users. Solution: The number of similar cases that the suggested contacts have resolved. Does the solution meet the goal?
Answer: B
You are a Dynamics 365 system administrator. The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs. You need to determine how SLAs on demand can be assigned. What are two possible ways to achieve this goal? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Answer: DE
You are employed as a system administrator for your company’s Dynamics 365 for Customer Service implementation. You have been tasked with making sure that customer service representatives have the ability to add service-level agreements (SLAs) to a record manually. You add the SLA field to the entity form. Does the action achieve your objective?
Answer: A
You are a help desk representative for an organization using Dynamics 365 Customer Service. Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed. You need to determine which search features are available for use by default. Which two search features are available? Each correct answer presents a complete solution. NOTE: Each correct selection is worth one point.
Answer: AB
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MB-230 practice, question 111. 187 questions available.
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