All child cases must inherit the product, customer name, case title, and case type from the parent case. Paren
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 […]
You need to identify and eliminate duplicate cases.
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
Which security role should you assign to the user?
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 […]
Which service URL should you use?
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? A. https://contoso.crm.dynamics.com B. https://disco.crm.dynamics.com/xrmservices/2011/discovery.svc C. https://contoso.api.crm.dynamics.com/xrmservices/2011/organization.svc D. https://disco.crm.dynamics.com/api/discovery/v9.1
You need to design the business process flow.
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? A. Merge peer branches to a single stage when merging branches. B. Span the process across 10 unique entities. C. Combine multiple conditions in a rule by using both […]
Which three entities can you use? Each correct answer presents part of the solution.
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
You are a Dynamics 365 for Customer Service system administrator for Contoso, Ltd.
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 Service activity, and then select the queue. Does the solution meet the goal? A. […]
Does the solution meet the goal?
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 […]
You need to automatically create cases from emails sent to the support@contoso.com email address.
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: Configure Dynamics 365 to automatically send responses to customers when the record is created. Does the solution meet the goal? A. Yes B. No
You are configuring a business process flow for a case entity.
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. […]