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NEW QUESTION 97
You are deploying a Unified Service Desk (USD) application. For which three scenarios can you attach an action call? (Each correct answer presents a complete solution. Choose three.)

A. A window navigation rule is processed.
B. Client diagnostic logging is turned on.
C. A threshold is reached in a Microsoft Power BI report.
D. An agent script is run or an answer is clicked.
E. A toolbar button is clicked.

Answer: ADE

NEW QUESTION 98
Which three actions can you perform by using editable grids? (Each correct answer presents a complete solution. Choose three.)

A. Update a lookup fie4d to a custom entity.
B. Edit records by using mobile clients.
C. Group records by a specific column.
D. Update a Customer Type lookup field.
E. Update the value of an Owner lookup field.

Answer: ACD

NEW QUESTION 99
You install Microsoft Dynamics 365. Which three knowledge base article templates are available? (Each correct answer presents a complete solution. Choose three.)

A. Solution to a Problem
B. Standard KB Article
C. Case Escalation
D. Coverage Dates
E. Procedure

Answer: BDE

NEW QUESTION 100
Which of the following capabilities is only available when using enhanced SLAs?

A. pause an SLA
B. use security roles to control SLA creation
C. track Key Performance Indicators (KPIs)
D. define failure actions

Answer: C

NEW QUESTION 101
You create an entitlement that decreases the total terms when cases are created. You need to identify what will cause the value of the remaining terms of an entitlement to be incremented or decremented. What are two possible causes that you can identify? (Each correct answer presents a complete solution. Choose two.)

A. when a case that is attached to the entitlement is resolved
B. when the entitlement is attached to a new contact
C. when a case that is attached to the entitlement is deleted
D. when the entitlement is attached to a new case

Answer: CD

NEW QUESTION 102
You create a new case that is associated to a service level agreement (SLA). You need to identify what occurs when the case is placed on hold. What should you identify?

A. An automatic notification is sent to the manager of the user who placed the case on hold.
B. An automatic notification is sent to the customer who initiated the case.
C. The time calculations for the Key Performance Indicators (KPIs) are paused.
D. Users are prevented from editing the case record until the On Hold status changes.

Answer: C

NEW QUESTION 103
You have two sites. You need to ensure that all of the resources for a scheduling activity are from the same site. What should you use?

A. a selection rule
B. a resource group
C. a service level agreement (SLA)
D. a field security profile

Answer: A

NEW QUESTION 104
Which two of the following are valid routing rule actions? (Each correct answer presents part of the solution. Choose two.)

A. Cancel Case
B. Send Email
C. Assign to User/Team
D. Route to Queue

Answer: BC

NEW QUESTION 105
You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to set up a service task type. Which three fields, components, or relationships are available when you create a new service task type? (Each correct answer presents a complete solution. Choose three.)

A. Description
B. Notes
C. Field Agent
D. Estimated Duration
E. Work Order Duration

Answer: ABD

NEW QUESTION 106
You need to change the warehouse location for product inventory. What should you do?

A. Create a new Product Relationship record.
B. Create a new Warehouse record.
C. Create a new Inventory Transfer record.
D. Create a new Inventory Adjustment record.

Answer: D

NEW QUESTION 107
You have a Microsoft Dynamics 365 environment. You implement Field Service. A user named User1 is creating an agreement User1 attempts to set the agreement booking dates and agreement invoice dates but reports that the options are disabled. You need to resolve the issue. What should you do?

A. In System Settings, set the Fiscal Year End.
B. Set the work order duration.
C. Add the Customer Service Representative role to User1.
D. Set the agreement status to Active.

Answer: A

NEW QUESTION 108
What are two examples of entitlement allotment options? (Each correct answer presents a complete solution. Choose two.)

A. Number of Channels
B. Number of Products
C. Number of Cases
D. Number of Hours

Answer: CD

NEW QUESTION 109
Your organization uses enhanced service level agreements (SLA’s). You need to create a view that displays the SLA failure and succeeded time for data related to a case. Which entity should you use to select the fields?

A. SLA
B. Enhanced SLAs
C. SLA KPI Instance
D. SLA Item

Answer: C

NEW QUESTION 110
Your organization plans to use Voice of the Customer to send surveys to select groups of customers. You need to customize branding colors and logos for the surveys. What should you do?

A. Modify Voice of the Customer survey themes.
B. Configure system settings.
C. Modify Microsoft Dynamics 365 themes.
D. Update Voice of the Customer piped data.

Answer: D

NEW QUESTION 111
You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters. Which three symbols are valid replacement keys? (Each correct answer presents a complete solution. Choose three.)

A. ^
B. –
C. +
D. $
E. ~

Answer: ACD

NEW QUESTION 112
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