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Download Microsoft Dynamics 365 Customer Service Functional Consultant Exam Dumps

NEW QUESTION 22
You are configuring a Dynamics 365 for Customer Service instance.
Customer service manager cannot create new entitlements for customer service representatives.
You need toensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.
Which access levels should you apply? To answer, select the appropriate options in the answer area.
NOTE:Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION 23
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. 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.

Answer:

Explanation:

Explanation

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-ac

NEW QUESTION 24
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. 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.
• B. Validate that customer and case title fields have not been removed as fields that child cases inherit from the 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.
• C. Create a business rule.
• D. On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields.
  Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.

Answer: A

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child- cases

NEW QUESTION 25
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 Dynamics 365 personal options.
• B. Set the time zone to GMT (Coordinated Universal Time) to enable conversion when you sign in.
• C. Set the time zone in each customized schedule.
• D. Allow the system to automatically convert to each user's time zone when a user signs in.

Answer: C

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-customer-service- schedule-define-work-hours

NEW QUESTION 26
You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?

• A. Response routing
• B. Piping
• C. Answer tag
• D. Basic
• E. List of ratings

Answer: A

Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advancedsurvey#design-interactive-surveys-by-using-response-routing

NEW QUESTION 27
......

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