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Microsoft Dynamics 365 for Customer Service

Question No: 1 – (Topic 1)

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.

  1. A window navigation rule is processed.

  2. Client diagnostic logging is turned on.

  3. A threshold is reached in a Microsoft Power BI report.

  4. An agent script is run or an answer is clicked.

  5. A toolbar button is clicked.

Answer: A,D,E

Question No: 2 – (Topic 1)

Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.

  1. Update a lookup fie4d to a custom entity.

  2. Edit records by using mobile clients.

  3. Group records by a specific column.

  4. Update a Customer Type lookup field.

  5. Update the value of an Owner lookup field.

Answer: A,B,C

Question No: 3 – (Topic 1)

What are the states a knowledge base article can be in?

  1. Active. Approved, Draft, Inactive, or Scheduled

  2. Active or Inactive

  3. Approved, Archived, Discarded, Draft. Expired, or Scheduled

  4. Approved, Cancelled. Draft Expired. On Hold, or Scheduled

Answer: C

Question No: 4 – (Topic 1)

You plan to deploy Unified Service Desk (USD).

You need to install all USD components and verify the installation.

Which three actions should you perform? Each correct answer presents part of the solutioi

  1. Deploy USD packages to the Microsoft Dynamics 365 instance.

  2. Install the USD client on a development computer.

  3. Run the USD client and connect to the Microsoft Dynamics 365.

  4. In the USD application, configure client diagnostic logging.

  5. Install computer telephony integration (CTI) adapters.

Answer: A,B,C

Question No: 5 – (Topic 1)

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? Each correct answer presents a complete solution.

  1. social activity

  2. mailbox alert

  3. survey activity

  4. auto post

  5. booking alert

Answer: A,C,E

Question No: 6 – (Topic 1)

You have a Microsoft Dynamics 365 environment You implement Field Service. You need to check the work order instructions in the Field Service mobile app. Which tab on the work order contains instructions?

  1. Incidents

  2. Other

  3. Info

  4. Booking

Answer: C

Question No: 7 – (Topic 1)

Which two statements regarding case routing are true? Each correct answer presents a complete solution.

  1. You can add a maximum of five routing rule items to a routing rule set

  2. A workflow is automatically created for each routing rule.

  3. A maximum of three routing rule sets can be active at the same time.

  4. You can route or assign a case to a user, queue, or team.

Answer: B,D

Question No: 8 – (Topic 1)

You enable feedback for a Voice of the Customer survey. What is the total number of questions allowed for the survey?

  1. 30

  2. 40 C. 100 D. 250

Answer: B

Question No: 9 – (Topic 1)

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?

  1. Modify Voice of the Customer survey themes.

  2. Configure system settings.

  3. Modify Microsoft Dynamics 365 themes.

  4. Update Voice of the Customer piped data.

Answer: A

Question No: 10 – (Topic 1)

Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.

  1. Standard SLAs record failure time on the entity record itself.

  2. You can create SLAs for entities other than the Case entity.

  3. You can only pause enhanced SLAs.

  4. You must use an enhanced SLA to define multiple success criteria.

Answer: B,C

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