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 a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
You need to automatically create cases from emails sent to the
support@contoso.com
email address.
Solution: Create an automatic record creation and update rule. Set the Source type to Email, and then select the queue. Configure autoresponse settings.
Does the solution meet the goal?

A. Yes

B. No

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

You are configuring a queue in Omnichannel for Customer Service for a call center.
You need to complete the queue configuration using the minimal number of actions.
Which two actions should you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Configure the mailbox for the queue

B. Set the record creation and update rules for the queue

C. Set the queue priority for the queue

D. Enable the queue for auto work distribution

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 -
You need to configure the correct settings.
Which settings should you configure? 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 administrator.
You need to determine which type of dashboard needs to be created for different scenarios.
Which dashboard type should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

A customer’s entitlement is not available to assign to a case.
You need to determine the cause of the customer’s issue.
What are two possible reasons for the issue? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. The entitlement is active

B. The entitlement is in waiting status

C. The entitlement is expired

D. The entitlement was renewed

E. The entitlement is set as the default

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.

A. Advanced Find

B. Quick Find

C. Relevance Search

D. Full-text Quick Find

DRAG DROP
-
You are setting up Omnichannel for Customer Service.
You need to automate the following tasks to make it easier and quicker for representatives to assist customers:
•	Establish a one-step process to send a predefined email to customers once a representative is done helping them.
•	Ensure that representatives ask predefined questions to identify a customer before troubleshooting a case.
•	Have chatbots available to help make recommendations in typed conversations.
Which tools should you use? To answer, drag the appropriate tools to the correct requirements. Each tool 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.
 

DRAG DROP -
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:
 

HOTSPOT -
You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.
You approve some articles and revert some articles to draft status.
For each action, what should you do next? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

DRAG DROP
-
A company creates a single-page Power BI visualization to show how a Power Virtual Agents chatbot is performing.
Users must be able to navigate to the charts from anywhere within the Customer Service workspace.
You need to add the Power BI information to the Customer Service workspace app.
Which five 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.
 

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

You sign in to Dynamics 365 Customer Service as a system administrator. You attempt to configure unified record routing across digital messaging channels.
You receive the following error message:
Some required services need to be installed before unified routing can be turned on. Please contact Microsoft Support.
You need to enable unified record routing and route records.
Which three steps must you perform? Each correct answer presents part of the solution.
NOTE: Each correct selection is worth one point.

A. Set up users as leads.

B. Deploy Omnichannel for Customer Service.

C. Enable an entity for queues.

D. Set up users as contacts.

E. Provision unified routing for Customer Service only.

F. Set up users as bookable resources.

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 merge cases to achieve your goal.
Does the action achieve your objective?

A. Yes, it does

B. No, it does not

HOTSPOT
-
You are creating a virtual agent to handle common customer inquiries.
The virtual agent must provide the ability to route customers to live agents for escalation.
You need to recommend a solution.
Which components should you use? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

HOTSPOT -
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

DRAG DROP
-
You are a customer service schedule administrator for a company. The company hires an electrical engineer who will work remotely.
You need to set the resource to enable the engineer to work remotely.
Which three actions should you perform next 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 Dynamics 365 Customer Service administrator.
Users inform you about situations in which child cases are not working correctly.
You need to configure the system to correct the issues.
What should you do in each situation? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

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.

You are a Dynamics 365 Customer Service system administrator.
You are unable to add 20 hours of phone time to the Entitlement channel.
You need to determine the reason you are unable to add the hours.
What are three possible reasons? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. The Entitlement start date is in the future.

B. The Entitlement is in draft mode.

C. The Entitlement has been canceled.

D. The Entitlement is in active mode.

E. The Entitlement expiration date has passed.

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

A. Goal

B. Case

C. Letter

D. Social activity

E. Rollup queries

HOTSPOT -
You view the interactive dashboard in the Microsoft Dynamics 365 Customer Service Hub.
 
Use the drop-down menus to select the answer choice that answers each question based on the information presented in the graphic.
NOTE: Each correct selection is worth one point.
Hot Area:
 

You are using Dynamics 365 Customer Service to create and activate entitlements.
Customer service representatives state that the entitlement status is set to Waiting, and they cannot use the entitlement. You must ensure customer service representatives can use the entitlement.
You need to identify the entitlement issue.
What is the cause of the issue?

A. The Products or Contact field values have not been configured before activation.

B. The start date of the entitlement is in the future.

C. The entitlement has expired and is awaiting renewal.

D. The end date of the entitlement has been incorrectly configured to a date that has already passed.

Case study -
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study -
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background -
You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.
Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.
Current environment. Queues -
The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:
•	New customers
•	Repeat customers
•	Subscribers to the coffee of the month club
The company has a separate queue to manage customers who have coffee maker issues.
Current environment. Employees -
The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.
•	The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
•	Supervisors monitor chats and live phone calls.
Requirements. Employees -
•	Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
•	Specialists must be assigned to coffee maker calls.
•	Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities: o	Open an assigned record in a new workspace tab. o	Use a predefined email template when representatives send an email. o	The system must notify supervisors when customers in a live session express negative feedback about a service or product.
Requirements. Configuration -
•	If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
•	Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
•	Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.
Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.
Requirements. Support -
•	The solution must provide the following website features for external customers: o	Provide support to submit issues. o	Ensure they can log in.
•	The chatbot must have an option to allow users to escalate a conversation to a live representative.
•	Live representatives must be able to send a customer back to the chatbot.
Requirements. Distribution of calls
•	Live chat must be available for cases.
•	Cases that are escalated must be distributed to the next available agent.
•	All other cases must wait for an agent to pick up the case.
•	All work must be distributed evenly with no other conditions.
•	The number of workstreams and routing rules must be minimized.
•	Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
•	Tickets must be routed to the most qualified representative for the type of issue reported.
•	All representatives must be rated on their specialty knowledge and backup specialty.
Requirements. Device telemetry -
The solution must support the following:
•	Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
•	Provide a place for IoT messages to flow to the device and back to the IoT hub.
•	Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
•	Provide a place for the company technology to securely connect virtually with the coffee maker customer.
Requirements. Customers -
•	Customers must be able to sign into an external portal.
•	Customers must be able to view their cases and case status information.
•	Security must be as restrictive as possible.
Requirements. Surveys -
The survey must include the following with minimum development effort:
•	A list of questions that rate the service as poor, average, or great
•	A question that rates whether the customer would recommend the company
•	A question that asks if the customer would like to escalate a case o	If yes, the survey must collect an email address and phone number for the customer. o	If no, another set of questions asking about open issue details must display.
The solution must meet the following survey distribution requirements:
•	Each survey must be standardized to include the company logo and colors.
•	Surveys must be sent out after each ticket closes.
•	Quarterly surveys must be sent out to those customers who rated the company poorly.
•	Customer surveys must be available in several languages to support global distribution.
You need to configure the chat channel.
What should you configure?

A. proactive chat

B. workstream

C. quick replies

D. persistent chat

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: Set the input parameter type as Option set for the action.
Does the solution meet the goal?

A. Yes

B. No

HOTSPOT
-
Case study
-
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
-
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
-
Lamna Healthcare Company provides health care services to communities across the region. The company provides telehealth services only and does not offer in-person appointments. The company has staff that speak English and Spanish.
The company is open from 8 AM to midnight Monday through Friday to provide services. Patients can make appointments by calling or using the internet. All appointments are conducted by phone or by using a computer.
Current environment. Services
-
Lamna provides two types of appointments: wellness and sick. A doctor and a nurse are scheduled for each sick appointment. A doctor or a nurse are scheduled for wellness appointments.
Current environment. Employees
-
General
-
Employees are located in the Pacific and Eastern time zones.
Case representatives
-
Case representatives handle incoming calls, provide information to patients for appointments, and schedule follow-up calls with doctors. Case representatives can also help with people who want to chat online.
All case representatives work eight-hour shifts. Case representatives typically focus on cases that involve one type of illness. The case representatives may back up others when call volumes are large.
Several case representatives speak both Spanish and English. The only company holidays the case representatives have off are New Year's eve and New Year's Day.
Customer satisfaction and escalation
Customer satisfaction representatives monitor all activity and ensure that there is a uniform process for all calls. Case managers schedule shifts and are a point of escalation.
Requirements. System and resources
•	Each employee must use the system.
•	Case managers must be users in the system but must not be available for the scheduling rotation or manually assigned.
•	Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Cases
-
•	The system must support live chats, texting, and Twitter.
•	Case representatives must be able to chat, text, and tweet without exiting the system they use to track calls.
•	Case representatives must be able to chat live only with customers whose calls are routed or assigned to them.
•	Managers must be able to monitor all communication as well as add or delete quick replies.
•	Customer satisfaction representatives must be able to read agent scripts and workflows.
•	A live chat must pop up each time someone fills out the form to register for an appointment. The live chat must automatically be sent to the case representative who is best qualified to answer the question.
•	There are two types of queues: regular and escalated.
•	Tickets must be routed to the most qualified representative for the illness.
•	Tickets assigned to a representative must be automatically placed in that representative's queue.
Requirements. Chat escalation process
•	Each division must have one manager for escalations.
•	Patients who request an escalation from the website must automatically be routed to a chatbot. The patient will answer predefined questions and will be alerted that someone will call them back. Chat transcripts must be sent to the appropriate manager.
•	Only escalations must go to the chat bot.
•	You must create two types of Omnichannel queues: regular and escalated.
•	Only managers must be able to access the Omnichannel Insights dashboard.
Requirements. Managers
-
•	Managers must be able to review weekly productivity reports for representatives by using Omnichannel Insights dashboards.
•	Managers must be able to monitor patient moods during patients’ conversations with representatives.
•	Managers must be able to determine whether a patient is feeling negative during a live chat with a representative.
Requirements. Appointments
-
•	Representatives must be able to schedule appointments and see everyone's free/busy time during their scheduled working hours.
•	Appointments must be scheduled by representatives in open time slots for nurses and doctors.
•	Nurses and doctors must be booked for 30-minute time slots.
•	Patients must be offered at least three alternative times to schedule an appointment.
Requirements. Analytics
-
•	You must implement Customer Insights to keep track of how well representatives are managing customers’ requests.
•	Analytics must be viewable only in the production environment.
•	You must ensure that only escalation managers can create workspaces and control access to workspaces
•	Case representatives must be rated on knowledge of their primary specialty and their backup specialty.
•	Case representatives must only be able to view workspaces.
•	Managers must be able to review dashboards in the Chat channel to ensure that case representatives are meeting their objectives.
You need to set the schedule to meet requirements for appointments.
How should you configure the settings? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

HOTSPOT -
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for a total of 20 hours of email 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 up an entitlement record for each account.Set the value of the Total Terms field for the entitlement to 20.Do not configure an entitlement channel.

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

C. Set the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.

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

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.
 

HOTSPOT
-
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 ensure cases are handled correctly.
What should you do? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

You are using Dynamics 365 for Customer Service.
You need to automate the process of adding cases to a queue.
What should you do?

A. Use routing rules

B. Use the convert activities functionality with cases

C. Use the add to queue button on a case

D. Use the Assign button on a case

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.
 

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

A. Create queues for each channel.

B. Create an entity for each channel and configure the relationship with the entitlement.

C. Configure entitlement channels.

D. Configure routing rules.

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:
 

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:
 

You are a Dynamics 365 Customer Service representative.
You need to take the appropriate action when creating new cases to ensure that the automated routing rule is applied.
What should you use?

A. Add to queue

B. Run workflow

C. Save and route

D. Share

HOTSPOT
-
Case study
-
This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam. You must manage your time to ensure that you are able to complete all questions included on this exam in the time provided.
To answer the questions included in a case study, you will need to reference information that is provided in the case study. Case studies might contain exhibits and other resources that provide more information about the scenario that is described in the case study. Each question is independent of the other questions in this case study.
At the end of this case study, a review screen will appear. This screen allows you to review your answers and to make changes before you move to the next section of the exam. After you begin a new section, you cannot return to this section.
To start the case study
-
To display the first question in this case study, click the Next button. Use the buttons in the left pane to explore the content of the case study before you answer the questions. Clicking these buttons displays information such as business requirements, existing environment, and problem statements. If the case study has an All Information tab, note that the information displayed is identical to the information displayed on the subsequent tabs. When you are ready to answer a question, click the Question button to return to the question.
Background
-
You are the technology manager for Fourth Coffee. The company sells 20 types of coffees and five types of digital coffee makers.
Fourth Coffee uses Dynamics 365 Customer Service with Omnichannel for Customer Service.
Current environment. Queues
-
The company uses queues to service different types of customers. Each type of customer corresponds to one of the following queues:
•	New customers
•	Repeat customers
•	Subscribers to the coffee of the month club
The company has a separate queue to manage customers who have coffee maker issues.
Current environment. Employees
-
The company has 50 call representatives across five call centers. Each representative can address five calls simultaneously. Overflow calls are transferred to the back office.
•	The company uses two levels of representatives to help customers with coffee purchases: entry level and specialists.
•	Supervisors monitor chats and live phone calls.
Requirements. Employees
-
•	Call representatives must be able to answer requests from phone calls, SMS messages, and chat. A ticket must be opened for each request.
•	Specialists must be assigned to coffee maker calls.
•	Specific representatives require a Dynamics 365 Customer Service workspace to perform the following activities:
o	Open an assigned record in a new workspace tab.
o	Use a predefined email template when representatives send an email.
o	The system must notify supervisors when customers in a live session express negative feedback about a service or product.
Requirements. Configuration
-
•	If a customer starts a chat during non-working business hours, the first representative that signs into the system must answer the chat; the customer must be able to continue the chat at any time.
•	Chat sessions must start only when the customer selects the chat icon. Chat must only be available for reorders and coffee maker repairs.
•	Subscribers and new orders must always go to a live representative unless the subscriber chooses the chat icon.
Customers must be able to download a separate app to their phone or tablet for ordering coffee. The app must include only the customer’s name, address, phone number, and issue information.
Requirements. Support
-
•	The solution must provide the following website features for external customers:
o	Provide support to submit issues.
o	Ensure they can log in.
•	The chatbot must have an option to allow users to escalate a conversation to a live representative.
•	Live representatives must be able to send a customer back to the chatbot.
Requirements. Distribution of calls
•	Live chat must be available for cases.
•	Cases that are escalated must be distributed to the next available agent.
•	All other cases must wait for an agent to pick up the case.
•	All work must be distributed evenly with no other conditions.
•	The number of workstreams and routing rules must be minimized.
•	Spanish-speaking customers must be sent to representatives who speak Spanish fluently.
•	Tickets must be routed to the most qualified representative for the type of issue reported.
•	All representatives must be rated on their specialty knowledge and backup specialty.
Requirements. Device telemetry
-
The solution must support the following:
•	Remotely monitor coffee makers and contact a technician to help customers with coffee maker support contracts.
•	Provide a place for IoT messages to flow to the device and back to the IoT hub.
•	Automatically review messages from coffee makers and open a case when the system indicates an error with a coffee maker.
•	Provide a place for the company technology to securely connect virtually with the coffee maker customer.
Requirements. Customers
-
•	Customers must be able to sign into an external portal.
•	Customers must be able to view their cases and case status information.
•	Security must be as restrictive as possible.
Requirements. Surveys
-
The survey must include the following with minimum development effort:
•	A list of questions that rate the service as poor, average, or great
•	A question that rates whether the customer would recommend the company
•	A question that asks if the customer would like to escalate a case
o	If yes, the survey must collect an email address and phone number for the customer.
o	If no, another set of questions asking about open issue details must display.
The solution must meet the following survey distribution requirements:
•	Each survey must be standardized to include the company logo and colors.
•	Surveys must be sent out after each ticket closes.
•	Quarterly surveys must be sent out to those customers who rated the company poorly.
•	Customer surveys must be available in several languages to support global distribution.
You need to ensure the correct support representative addresses the case.
Which settings should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

HOTSPOT
-
You are the Dynamics 365 administrator for a help desk. You merge CaseB into CaseA.
You need to examine each case and determine what occurred.
What is the result of the merge? To answer, select the appropriate action in the dialog box in the answer area.
NOTE: Each correct selection is worth one point.
 

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 public and add applicable members.
✑ Set up the support queue to be public.
Does the solution meet the goal?

A. Yes

B. No

HOTSPOT
-
You create a survey for the employees of your company to provide feedback on future products.
An employee mistakenly publishes a link to the survey on the internet. Customers and other companies use the link to respond with millions of similar recommendations.
You need to create a new survey that meets the following requirements:
•	Allow all people in the company to respond.
•	Limit availability to only one day after clicking a personalized link.
How should you configure the survey distribution? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
 

DRAG DROP
-
You must create a custom web portal to support customer service processes. The portal must allow customers to chat with customer service if the customer initiates a chat conversation.
You need to embed the chat widget into the web 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.
 

HOTSPOT -
You are working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.
You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.
How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
 

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

DRAG DROP -
A Dynamics 365 Customer Service organization uses routing rules to escalate cases.
Security roles have not been modified or created.
You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.
Which five 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.
Select and Place:
 

You are a system administrator for Dynamics 365 Customer Service. In the default account form, you create an escalation column as a choice of Yes/No.
The main account form must have a column of escalation paths. The column must be hidden if the escalation column is set to No. If the escalation column is set to Yes, the escalation path column must be displayed and filled out.
You need to configure the form.
What should you configure?

A. Power Automate flow

B. Business rule

C. Power BI dashboard

D. Business process flow

DRAG DROP
-
A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.
The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.
You need to identify the number of cases that are created in each scenario.
How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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.
 

DRAG DROP -
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Select and Place:
 

A customer service manager wants to find out how agents describe the reasons that customers call in for support. The manager also wants topics to be automated.
You need to ensure that the manager's requirements are met.
What should you configure?

A. Case age for data mapping and automation of topic by using Power Virtual Agents.

B. Last interaction for data mapping and automation of topic by using a bot.

C. Last interaction for data mapping and automation of topic by using Power Virtual Agents.

D. Case title for data mapping and automation of topic by using a bot.

HOTSPOT
-
A company installs and services air filtering units for industrial manufacturing plants. The company is implementing Dynamics 365 Customer Service.
Each regional location has only two advanced diagnostic units. The company charges customers a higher rate when the company uses a unit.
You need to configure the system to optimize work scheduling.
What should you configure? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.