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You use the automatic creation and update rule feature to create case records automatically. Which three source record types are available for automatically creating a case? (Choose THREE.)

A.    social activity
B.    mailbox alert
C.    survey activity
D.    auto post
E.    booking alert

Answer: ACE

You create a queue and assign it to a team. Which type of queue is created?

A.    Personal
B.    System
C.    Escalation
D.    Shared

Answer: D

You create a service-level agreement (SLA). For which two of the following key performance indicators (KPIs) can you create actions? (Choose TWO.)

A.    Escalate By
B.    Resolve By
C.    First Response By
D.    Close By

Answer: BC

Under which two circumstances will a routing rule be applied to a case without user intervention? (Choose TWO.)

A.    a case is created as the result of a record creation rule
B.    a case was created before the routing rule was activated
C.    a case is created by using a convert to case action
D.    a case is created manually

Answer: AD

You manage a Microsoft Dynamics 365 deployment for Contoso, Ltd. You need to provide users the URL to their Microsoft Dynamics 365 Online interactive service hub. What is the URL format for the Microsoft Dynamics 365 Online interactive service hub?


Answer: B
Microsoft Dynamics 365 (online) users: Type https://<Dynamics 365 Server>, and press Enter.

You implement the Unified Service Desk (USD). You plan to implement a window navigation rule. Which two statements are true? (Choose TWO.)

A.    You must populate the form and entity or URL fields for specific rules.
B.    Rules are evaluated based on the order number.
C.    You must use the display name to reference the entity in the rule.
D.    You must configure default rules so that they are evaluated first.

Answer: BD

You have a Microsoft Dynamics 365 environment that has no customization. You are working in the interactive service hub with a single-stream dashboard for cases. Which option can you use to filter cases?

A.    Business process stage
B.    Title
C.    Product
D.    Category

Answer: C

You are creating a new survey with the Voice of the Customer Survey designer. Which two statements regarding the Voice of the Customer Survey designer are true? (Choose TWO.)

A.    The Complete page must always display last.
B.    The Welcome page must always display first.
C.    Surveys can have up to three pages.
D.    Surveys can contain unlimited questions.

Answer: AB

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