Microsoft Dynamics 365 for Customer Service Exam Questions with VCE and PDF for Free Download (Question 49 – Question 56)

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You plan to create a service activity. You need to identify which types of participant can have defined work hours. Which two participant types should you identify? (Choose TWO.)

A.    resource group
B.    site
C.    user
D.    equipment

Answer: BC

You implement Unified Service Desk in your Dynamics CRM organization. You need to add a button to a Unified Service Desk toolbar that will load a CRM page to a hosted control when the button is clicked. What are two Unified Service Desk components that you can use to achieve the goal? (Choose TWO.)

A.    forms
B.    action calls
C.    scriptlets
D.    Window navigation rules

Answer: AB

You are a customer service representative. You use the interactive service hub and a multi-stream interactive dashboard. At the beginning of your shift, you need to view the high-priority open cases and to move them to one queue. What should you do first?

A.    Perform an Advanced Find.
B.    Perform a Global Search.
C.    Apply a hierarchal view.
D.    Apply a global filter.

Answer: D

You work for a call center that uses Dynamics CRM for case management. You need to recommend a solution that meets the following requirements:
– Provides customer service representatives with a pop-up window initiated by the phone system
– Provides a mechanism to view data*from several different line-of-business applications based on contextual information in CRM
Which technology should you include in the recommendation?

A.    The interactive service hub
B.    FieldOne
C.    Microsoft Parature
D.    Unified Service Desk

Answer: B

You are a customer service agent that uses Unified Service Desk (USD). You search for a customer. You select a customer record from the search results and open the customer record. How many sessions are created?

A.    0
B.    1
C.    2
D.    3

Answer: C

You are creating an interactive service hub dashboard. You need to control the display color for data embedded in the chart. Which two field types should you configure? (Choose TWO.)

A.    Floating Point Number
B.    Two Options
C.    Decimal
D.    Currency
E.    Option Set

Answer: BE

What are two examples of entitlement allotment options? (Choose TWO.)

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

Answer: CD

Which three statements regarding Voice of The Customer are true? (Choose THREE.)

A.    The survey definition is stored in Microsoft Azure.
The survey response is temporarily stored in Azure Service Bus then later retrieved and stored in Microsoft Dynamics 365.
Survey responses are deleted from Azure Service Bus after they are stored in Microsoft Dynamics 365.
B.    Collateral, such as themes and images, can be stored as web resources and included in solutions.
C.    Surveys can be included in solutions.
D.    Each new environment requires the creation of configuration records.
E.    Each survey contains three forms.

Answer: BDE

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