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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q91-Q96):
NEW QUESTION # 91
A company uses Dynamics 365 Customer Service.
You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.
You test the rule and discover that exact matches do not appear.
You need to determine why the rule is not working.
What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. The similarity rule is deactivated.
- B. The security role is not set to run the similarity rule.
- C. The similarity rule was not published.
- D. A Power Automate flow was not created.
- E. The Modified On field is not set to searchable in the customization of the case entity in the solution.
Answer: A,E
Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a- case
NEW QUESTION # 92
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.
Answer:
Explanation:
Reference:
https://www.sciencedirect.com/topics/computer-science/first-come-first-served
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-workstreams
https://docs.microsoft.com/en-us/dynamics365/customer-service/assignment-methods
NEW QUESTION # 93
You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub application.
You need to enable entities for service-level agreements (SLAs).
For which entity can you enable SLAs?
- A. Contract
- B. KPIs
- C. Business unit
- D. Holiday schedule
- E. Customer service schedule
- F. Account
Answer: F
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-entities-service-level-agreements
NEW QUESTION # 94
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?
- A. 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.
- B. 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.
- C. 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.
- D. Configure service level agreements to be on hold until a call can be made to the customer.
Answer: B
NEW QUESTION # 95
You need to set up the analytics functionality.
What should you do?
- A. Select the System Management menus and configure them in the settings.
- B. Install the solution and menu items that will appear in Dynamics 365 Customer Service.
- C. Create a new dashboard in Dynamics 365 Customer Service and select the correct information.
- D. Connect the data through Dynamics 365 Customer Service to Dynamics 365 Customer Service Insights.
- E. Connect the data through Dynamics 365 Customer Service Insights to Dynamics 365 Customer Service.
Answer: C
Explanation:
Customer Service Insights is now embedded in Dynamics 365 Customer Service. After it is enabled, this experience allows you to start seeing historical analytics directly within the Customer Service environment. Several reports and dashboards can be viewed by your management team.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics
NEW QUESTION # 96
......
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