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QUESTION 57
You are a customer service agent in a call center. AH customer service agents use Unified Service Desk (USD) to respond to calls. You need to respond to two calls from two different customers at the same time. What should you do?
A. Create one session for each customer.
B. Create two sessions and use connections to create a relationship between them.
C. Create one session and add each customer to a separate section on the form.
D. Create one session and add each customer to the related customer sub grid.
Answer: D
QUESTION 58
You release an item from a queue. What is the outcome?
A. The current routing rule is applied.
B. The value from the Worked By field is removed.
C. The record is returned to the originating queue.
D. The record is removed from the current queue and placed in the user’s personal queue.
Answer: D
QUESTION 59
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 SLA C
C. SLA KPI Instance
D. SLA Item
Answer: D
QUESTION 60
What are Field Service Agreements?
A. frameworks for automatically generating work orders and invoices
B. methods to help users verify what the customers are eligible for and create cases for customers
C. methods to allow users to organize, prioritize, and monitor the progress of their work
D. deflations for the level of service or support that your organization agrees to offer to a customer
Answer: C
QUESTION 61
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: A
QUESTION 62
A user named User1 creates a knowledge base article. No other action has been taken. User1 must modify the article. You need to direct User1 to the view where the article is displayed. To which view should you direct User1?
A. Scheduled Articles
B. Unapproved Articles
C. Draft Articles
D. Inactive Articles
Answer: C
QUESTION 63
You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters. Which three symbols are valid replacement keys? (Choose THREE.)
A. ^
B. –
C. +
D. $
E. ~
Answer: ACD
QUESTION 64
You enable feedback for a Voice of the Customer survey. What is the total number of questions allowed for the survey?
A. 30
B. 40
C. 100
D. 250
Answer: B
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