You are a Dynamics 365 Customer Service administrator.
You need to add a new status reason to the case entity.
What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Navigate to Cases in the Customer Service Hub app. Open a record, edit the form, and then edit the Status reason field.

B. Modify the existing solution and the case entity. Edit the status reason and add an additional status reason value.

C. Create a new solution and add the existing Case entity. Select Status Reason and add a new value.

D. Modify the existing solution. Add another entity named Status. Then, create a status reason field with additional options.

DRAG DROP
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A company wants to use Power Virtual Agents chatbots to enable customers to solve their own issues whenever possible. You create knowledge base articles.
You must ensure that the new articles are available through the chatbot.
You need to define the steps to integrate knowledge management with the chatbot.
Which four 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.
 

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? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

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.
NOTE: Each correct selection is worth one point.

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.

You use Dynamics 365 Customer Service to manage cases.
You need to create a service-level agreement (SLA) that provides a warning when two KPI values match a specified condition: First response and Resolve by.
Which two types of SLA details should you use? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. SLA item failure

B. Response KPI only

C. Resolve KPI only

D. Item warning

A fitness company has several locations.
The company implements Dynamics 365 Customer Service and uses it to schedule personal trainer sessions with customers.
Customers report the following issues:
•	Customers are assigned personal trainers who do not reside at the customer's location.
•	Customers are assigned personal trainers during the trainers’ non-working hours.
You need to resolve the issues.
Which two settings should you configure? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Customer Service Calendar

B. resource skills

C. Work Hours

D. facility resources

E. Fulfillment Preferences

You are a Dynamics 365 Customer Service administrator.
Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email support only. Phone support 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 50. Set the entitlement channel option to Email.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 value of the entitlement channel option to Email.

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 0.Add the Phone option.Set the value of the Total Terms field to 10.

D. Set up an entitlement record for each account. Set the value of the Total Terms field to 20. Set the entitlement channel to Web.Set the value of the Total Terms field to 20.

HOTSPOT -
You are a Dynamics 365 Customer Service administrator.
You must track issues submitted by customers.
You need to configure case settings for the Service Management module.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT -
A company uses Dynamics 365 Customer Service. The company purchases Omnichannel for Customer Service.
The company wants the following requirements implemented without the need to license additional software:
✑ The system must automatically ask questions before the chat begins.
✑ Credit card information that a customer enters in a chat must not be visible to the agent.
You need to configure the options to meet the requirements.
Which options should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT
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You are creating a bar chart that displays the 10 help desk representatives who are resolving the most cases.
You need to ensure that all team members can view the chart. You do not have share privileges.
How should you configure the chart? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service representative.
You have been tasked with detecting and removing duplicate cases.
You decide to make use of parent-child case relationships to achieve your goal.
Does the action achieve your objective?

A. Yes, it does

B. No, it does not

Your company makes use of Dynamics 365 for Customer Service.
You have configured a customer service business unit as a parent of a call center, a digital response, and an escalation business unit. These business units all have their own queues. Customer service cases are directed to the correct parties via the queues. You have not amended any security roles.
You have been tasked with making sure that a user in the customer service business unit is able to read queues in both the parent and child business units.
You assign the user the CSR Manager security role.
Does the action achieve your objective?

A. Yes, it does

B. No, it does not

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.
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

DRAG DROP
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A company implements Dynamics 365 Customer Service.
You must create an external-facing website that allows customers to perform the following tasks:
•	View the status of open support incidents.
•	Search knowledge base articles.
•	Access support discussion forums.
•	Update customer profile information.
You need to create the portal.
Which four 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.
 

You are a Dynamics 365 for Customer Service administrator.
You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.
You have created an automatic record creation and update rule.
Which two of the following actions should you take NEXT?

A. You should configure the rule to generate a case if a valid entitlement exists.

B. You should configure the rule to send automatic email responses to customers when records are created.

C. You should set the source type to service activity.

D. You should set the source type to email.

A company uses Dynamics 365 Customer Service.
Agents note that when a customer calls, they are unable to view all activities associated with the customer and the customer's company.
Agents must be able to view tasks, appointments, phone calls, emails, notes, and system and user posts.
You create a model-driven app to display the information.
You need to configure the model-driven app main form.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Use a Timeline control.

B. Set the Regarding column to the Account table.

C. Use a card form.

D. Set the Regarding column to the Contact table.

E. Use a Quick view control.

DRAG DROP
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A company that operates in 101 countries/regions globally uses Dynamics 365 Customer Service. The countries/regions currently use the same environment.
An administrator plans the deployment of additional portals to support customer service processes.
Each country/region requires the following:
•	A Microsoft Dataverse starter portal in an environment with Dataverse
•	A blank portal in an environment with customer engagement apps
•	A pre-built portal in an environment with customer engagement apps
You need to determine the minimum number of environments required.
How many environments will you need? To answer, drag the appropriate number to the portal requirements. Each number of may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
 

You are a Dynamics 365 Customer Service administrator. You are creating a customer service schedule.
You need to ensure that the schedule shows the correct time zone for available customer service hours.
What should you do?

A. Set the time zone in each customized schedule.

B. Allow the system to automatically convert to each user’s time zone when a user signs in.

C. Set the time zone in Dynamics 365 personal options.

D. Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.

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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

A company is implementing Omnichannel for Customer Service.
The company separates agents into teams for billing, new product inquiries, support, and warranty. The new product team currently handles text messages, emails, and live chats from the company website.
The company plans to release a new product. Before the new product launch, the company wants to add the ability to manage conversations coming in from
Facebook and Twitter.
You need to configure the system with the least amount of effort.
What should you do?

A. Create a new resource characteristic.

B. Create a routing rule.

C. Create a new work stream for each channel.

D. Add the new channel to the existing work stream.

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

You need to consider the underlined segment to establish whether it is accurate.
The status reason for a Cancelled case status will read __Researching__.

A. No adjustment required.

B. Waiting for details

C. Merged

D. On hold

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

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.
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

HOTSPOT -
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT
-
A company that manufactures industrial heating, ventilation, and air conditioning units (HVAC) is implementing Dynamics 365 Customer Service.
The company requires a presales solution that handles presales inquiries and existing customer support calls. The solution must meet the following requirements:
•	Presales inquiry handling must be maintained separately from support call handling.
•	Presales inquiries captured from the company website must be handled by dedicated teams for each country on a first-come, first-served basis.
•	Support calls for specific HVAC systems must be directed only to their respective certified technicians.
You need to configure the solution.
Which components should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

HOTSPOT
-
A customer service manager needs a new business process flow to manage support for a product rollout for bicycles. There are two bicycle models: standard and high performance.
Support representatives must be able to:
•	Specify the model of the bicycle.
•	Capture comments from customer support issues if the bicycle is the high-performance model.
You need to create the business process flow.
What should you configure for each requirement? To answer, select the appropriate options in the answer area.
 

HOTSPOT -
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT
-
You are a help desk support representative using Dynamics 365 Customer Service Hub case management with limited permissions.
You need to create a personal chart that meets the following requirements:
• Show the number of open cases assigned to you for each customer.
• Ensure that specific team members can view the chart and view any changes as you update the chart.
Which options should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

You are an administrator of a Dynamics 365 Customer Service system for a computer support company.
Team members must handle cases as follows:
•	A case for a new customer follows a different process than for a returning customer.
•	A case for a returning customer who has a contract follows a different process than for a customer who is pay as you go.
•	All cases must be researched and resolved.
•	Cases must be handled in a manner that is simple to maintain.
You need to ensure that all team members follow the same process for handling cases.
What should you do?

A. Create a business process flow that branches.

B. Create two different forms and a business process flow for each type of customer.

C. Create a Power Automate flow that branches.

D. Create two different queues for the different types of customers.

You are customizing an Omnichannel for Customer Service implementation for a call center.
The call center manager wants to create a new quick response for agents to save time typing a greeting message.
You need to create a quick response that includes a customer’s full name.
How should you create the quick response?

A. Hi {Customer{Fullname}}, How may I help you?

B. Hi Customer{Fullname), How may I help you?

C. Hi FullName{Customer}, How may I help you?

D. Hi {FullName{Customer}}, How may I help you?

DRAG DROP -
You need to configure the system to store answers about claims.
Which four actions should you perform in sequence? To answer, move all actions from the list to the answer area and arrange them in the correct order.
Select and Place:
 

HOTSPOT -
A company uses Dynamics 365 for Customer Service.
You need to document the case resolution process.
How are each of the cases resolved? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

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? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

DRAG DROP -
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.
Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Select and Place:
 

HOTSPOT
-
You work for a healthcare company that does not use Azure Active Directory.
You need to escalate conversations to a live agent without using custom code when a customer discusses personal health information.
Which technologies should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

You create a canvas app to show trending results from a Power Virtual Agents chatbot.
The results must be viewable on the Dynamics 365 Customer Service workspace home page.
You need to add the survey results canvas app to the Customer Service workspace.
What should you do?

A. Add an iFRAME component to the main home page form and reference the canvas app name

B. Share the canvas app

C. Add the canvas app to the sitemap

D. Create a solution in the environment and add the canvas app to the solution

E. Add the canvas app component to the main home page form and reference the canvas app name

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? To answer, drag the appropriate SLA types to the correct requirements. Each SLA type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Select and Place:
 

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

DRAG DROP
-
A company implements Dynamics 365 Customer Service.
You are setting up scheduling to dispatch repair technicians. You encounter the following issues:
•	You are unable to create a new organizational unit.
•	Repair technicians are accidentally scheduled to work on days when company is on holiday.
•	RepairTechnicianA does not appear on the schedule for Fridays for any issue.
You need to resolve the issues.
What should you modify to correct the issues? To answer, drag the appropriate resolutions to the correct issues. Each source may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
 

HOTSPOT -
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

HOTSPOT
-
You are an Omnichannel supervisor for an inbound call center.
The call center's customer service rating has decreased over the past few months.
You need to enable analysis to view real-time customer sentiment.
In which configuration area should you enable each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

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. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include all the required fields that should map from the parent case.

C. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

D. Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case type fields to the list. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

You are responsible for designing surveys via Voice of the Customer (VoC).
You want to make sure that the design allows for questions to be shown or hidden according to answer selected.
You include the Tagging feature in the design.
Does the action achieve your objective?

A. Yes, it does

B. No, it does not

DRAG DROP
-
Overview
-
The Phone Company provides mobile devices and services to corporate clients. Each client corporation has different agreements and service level agreements (SLAs) in place. Most clients have agreements that last one year and have 30 cases available. Half the cases may be opened by phone. The other half may be opened by email.
The company has an existing on-premises software system. The current system no longer meets the company’s needs.
The support desk is open 8:00 am to 8:00 pm Eastern Standard Time.
Requirements
-
Support desk
-
The company plans to implement Dynamics 365. The solution will include a custom entity that needs to be search enabled.
You must configure the system to ensure that you can determine how many support tickets and new orders tickets are received. You must be able to determine which device types have the most tickets opened for issues. Business hours in the system must reflect the hours support staff is scheduled.
Case handling
-
•	New cases must automatically route to the correct support group by phone type or new purchase group without requiring custom code.
•	The system must automatically create a case when email is received by companies that are not in the system.
•	The system must automatically send a response to an email sender upon case creation for new orders, but not for service records.
•	Users must be able to initiate routing for manually created cases.
•	The system must create sub-cases from one customer with different cases and also if the same issue is reported by several customers. Subcases must inherit the following fields: customer name, contact email address and case title.
•	Main cases must not be closed until all the sub-cases are closed.
•	Separate groups must be created for each type of service and each phone type. Access to the groups must be restricted to team members that support that service or phone type.
•	When importing from the old system, old cases do not need to be routed to the correct support group.
Knowledge base
-
•	Users must be able to search the knowledge base when opening a new case form or when checking on cases.
•	Users must be able to use relevant searches and include any customer entities.
Dashboards
-
•	Managers must be able to see a real-time list of open cases, open activities, and expiring entitlements all on one page.
•	Managers must also be able to see all open cases, escalated cases and cases by representatives on one screen. Managers must be able to drill down within each area.
•	Managers need a dashboard that displays weekly statistics for cases and representatives.
•	Each representative needs to see their own tickets that are opened for the day, week, and month as well as their closed tickets.
Service-level agreements
-
•	Most customers must be contacted within 90 minutes of their case being opened.
•	Some customers can purchase faster service on call backs.
•	Emails must be sent to support managers when service-level agreements (SLAs) are missed.
•	Support representatives must be able to see a timer on each case form to ensure they are adhering to their SLAs.
•	SLA KPIs must be tracked in the system.
•	SLA KPIs must appear on the case form.
•	Cases must be able to be placed on hold if issues arise with related contracts.
Issues
-
Users report they are not able to search the Knowledge Base.
You need to create an entitlement template. In System Settings, you navigate to Service Management.
Which four 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.
 

A trucking company uses a custom table named Leased Truck in Dynamics 365 Customer Service to capture leasing details. The company is implementing Connected Customer Service for Azure IoT Hub to track the leased trucks.
You need to configure the custom table Leased Truck for IoT integration.
Which two methods achieve the goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Set the relationship in the Power Platform admin center.

B. Create a one-to-many relationship from the Leased Truck table to the IoT Alert table.

C. Call the IoT – Register Custom Entity action to associate a Leased Truck record with an existing IoT device.

D. Enable connections to the Leased Truck table.

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?

A. Yes, it does

B. No, it does not

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.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
•	Users must have their own queues that no one else can access.
•	Users must not be able to view each other's queue.
•	Users must be able to work from the support queue.
Solution:
•	Set up each user queue to be private.
•	Set up level1 and level2 queues to be private and add applicable members.
•	Set up the support queue to be public.
Does the solution meet the goal?

A. Yes

B. No

A company uses Dynamics 365 Customer Service.
The schedule shows working intervals of 45 minutes. The intervals cause customer service representatives to have too much free time during working hours. The company wants to change the intervals to every 30 minutes.
You need to configure the intervals.
What should you configure?

A. Schedule with travel time and distance

B. Fulfillment preferences

C. Resource crew scheduling

D. Requirement groups

E. Schedule within time constraints

DRAG DROP
-
An organization uses Dynamics 365 Customer Service. The customer service queue is not implemented.
Customer service representatives (CSRs) are unable to keep up with an influx of email inquiries. Other employees must read and respond to messages that are routed to a customer service queue.
You need to create a queue for customer service emails.
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.