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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q51-Q56):

NEW QUESTION # 51
You are a Dynamics 365 for Customer Service administrator.
You need to implement queues to manage cases.
Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.
NOTE: Each correct selection is worth one point.
Answer: ** Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queuesmanage-activities-cases
NEW QUESTION # 52**
You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.
What should you do?

• A. Configure service level agreements to be on hold until a call can be made to the customer.
• B. Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
• C. Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.
• D. Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.

Answer: C Explanation:
Section: Topic 2, Manage cases and the knowledge base
NEW QUESTION # 53
You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.
You need to link the article to the case and share the article with the customer.
What is the solution for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer: ** Explanation:

Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/find-knowledge-articles-within-record-dynamics-365
NEW QUESTION # 54**
You are implementing a help desk system that enables users to submit cases by using telephone or email.
You need to ensure that cases are classified correctly.
What should you do?

• A. Configure relevance search
• B. Modify' the subject tree.
• C. Create security roles by support function. Assign the security role to users.
• D. Configure categorized search

Answer: B Explanation:
Define subjects to categorize cases, products, and articles.
To edit a subject, in the Subject Tree, select a subject, and then under Common Tasks select Edit Selected Subject.
Reference:
https://docs.microsoft.com/en-us/power-platform/admin/define-subjects-categorize-cases-products-articles
NEW QUESTION # 55
You are creating surveys for Voice of the Customer (VoC).
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

• A. Add an Unsubscribe check box after each question.
• B. Give users the option to unsubscribe from different features of the survey.
• C. Configure the survey to display when Dynamics 365 customers receive email and enable the Unsubscribe option.
• D. Set the Allow unsubscribe setting to Yes.

Answer: C,D Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design- advanced-survey#add-the-unsubscribe-option-to-a-survey
NEW QUESTION # 56
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