You need to assign the minimum required security roles to a bot for the customer service supervisor. Which security roles should you use?

Omnichannel supervisor and customer service representative

Omnichannel supervisor and customer service manager

Omnichannel supervisor and customer service representative

Omnichannel agent and customer service representative

Omnichannel agent and Omnichannel supervisor

You are configuring a single business process flow in Dynamics 365 for Customer Service.You need to design the business process flow.What should you do?

Merge peer branches to a single stage when merging branches.

Span the process across 10 unique entities.

Combine multiple conditions in a rule by using both the AND and OR operators.

Your organization plans to use Microsoft Power BI to access and analyze data in Dynamics 365 for Customer Service.You need to configure a Power BI connection to a Dynamics 365 organization named Contoso.Which service URL should you use?

https://contoso.crm.dynamics.com

https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc

https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc

https://disco.crm.dynamics.com/api/discovery/v9.1

A P-L-U-S company has the following business units:Call centerCustomer serviceDigital responseEscalationThe 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?

Customer service representative

You are a customer service representative using Dynamics 365 for Customer Service.You need to identify and eliminate duplicate cases.What should you do?

Configure Dynamics 365 AI for Customer Service

Use parent-child case relationships

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?

Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

Set the closure preference setting to Don't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.

Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don't allow parent case closure until all child cases are closed.

You manage Dynamics 365 for Customer Service.You need to configure automatic case creation for emails received by customers who have a support contract.What should you do?

Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

Configure service level agreements to be on hold until a call can be made to the customer.

Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.

Create an automatic record creation and update rule. Set the source type to service activity.Configure the rule to send automatic email responses to customers when records are created.

Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

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.

Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

Add a lookup to the article entity.

In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

A P-L-U-S company implements Dynamics 365 for Customer Service. You are assigned a case.You accidently close the case before completing your work.You need to ensure that you can continue to work on the case.What should you do?

Change the status reason to In Progress

A P-L-U-S 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?

Route the case to another queue.

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?

Request an administrator to add the SLA field to the entity form

Configure the scope of the workflow

Request an administrator to add the SLA field to the entity form

You are a Dynamics 365 for Customer Service administrator.You need to deactivate entitlements.When should you deactivate entitlements? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

The customer must change remaining support hours from all email support to one-half email support and one-half phone support.

You need to add notes to the customer's entitlement.

A customer's entitlement has ended and no more support is desired.

A customer renews an entitlement for 100 more hours or one year.

A customer calls and wants to know how many hours of support remain.

The customer must change remaining support hours from all email support to one-half email support and one-half phone support.

You need to add notes to the customer's entitlement.

You are a customer service manager using Dynamics 365 for Customer Service.You need to restrict support to the products that a customer has purchased.What should you do?

Add the products to the customer's entitlement

Add the products to the customer

You manage a Dynamics 365 for Customer Service environment. You create and activate a routing rule.You need to modify the routing rule to a target a queue instead of a user. You navigate to routing rule sets.What should you do first?

Use Lookup to specify the Add to queue value.

Select Edit to the command bar.

Toggle the radio button for Route from user/team to queue.

You manage a Dynamics 365 for Customer Service environment.The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.You need to create the entitlement for the customer.What should you do?

Add the new end date to the current entitlement and set new terms. Activate the entitlement.

Create a new template with the dates and terms. Activate the template.

Delete the old entitlement. Create a new entitlement template.

Add the new end date to the current entitlement and set new terms. Activate the entitlement.

Make a copy of the old entitlement. Activate the copy.

In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

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

Use the convert activities functionality with cases

Use the add to queue button on a case

Use the Assign button on a case

You are a Dynamics 365 for Customer Service administrator.Your company provides standard support contracts for 20 hours of email support. Phone 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?

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 20.

Set the value of the Total terms field for an entitlement to 20.Set the entitlement channel option to Phone.Set the value of the Total terms value to 20.

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 20.

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.

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.

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

Configure entitlement channels.

Create queues for each channel.

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

Configure entitlement channels.

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer.You need to create a customer service satisfaction survey and embed it on a website.Which two actions should you perform? Each correct answer presents part of the solution.NOTE: Each correct selection is worth one point.

On the Voice of the Customer survey, select Run in iFrame.

Copy the HTML code from the iFrame URL field and paste it on your website.

Copy the portal web link and paste it into your website.

Copy the URL from the Anonymous link field and paste it into your website.

On the Voice of the Customer survey, select Run in iFrame.

Copy the HTML code from the iFrame URL field and paste it on your website.

You send surveys to customers who have opened cases within the past month.You need to send a summary of the survey results to individuals who do not have a Dynamics 365 license.What are two possible ways to achieve the goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

Run the summary report. Export the report to Microsoft Excel. Send the Excel file to the users.

Run the survey summary report. Send a link to the report from within Dynamics 365.

Create a dashboard of the survey summary reports and share the dashboards with the users.

Create a view with the data, and then email a link.

Run the survey summary report. Print the report to a PDF file. Send the PDF file to the users.

You are creating surveys for Voice of the Customer (VoC).You need to configure VoC to ensure that recipients can unsubscribe to surveys.Which two survey features should you use? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.

Set the Allow unsubscribe setting to Yes.

Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

Add an Unsubscribe check box after each question.

Set the Allow unsubscribe setting to Yes.

Give users the option to unsubscribe from different features of the survey.

Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.

You are a Dynamics 365 for Customer Service administrator creating surveys for Voice of the Customer (VoC).You need to ensure that VoC survey responses trigger an escalation in support.Which workflow should you use?

VoC – Process Survey Response

You are creating a survey using Voice of the Customer.You need to embed the survey into a website and make it available to your customer.What should you do?

Create an iFrame URL. Copy the HTML code to an iFrame in your website.

Create the website. Add the URL to the Dynamics 365 site in your website.

Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.

Create a webpage on the website. Add the URL to link the Voice of the Customers.

Create an iFrame URL. Copy the HTML code to an iFrame in your website.

Add the iFrame URL to your website.

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?

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.

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.

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.

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?

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.

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.

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.