Question 1

You are responsible for designing surveys via Voice of the Customer (VoC).

You want to make sure that the design allows for questions to be shown or hidden according to answer

selected.

You include Client-side routing in the design.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: A

Question 2

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

Your company has several business process flows for managing contracts.

You want to specify the default process flow.

You configure the stages of the business process flows.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: B

Question 3

You are configuring Dynamics 365 Customer Service workspaces. Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions. You need to configure the simplified navigation experience. What should you do?

Options :

A : Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.

B : Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.

C : Configure the settings in the Agent Experience area of the Customer Service Hub.

D : Configure the settings in the administration console.

Answer: D

Question 4

Note: This question is part of a series of questions that present the same scenario. Each question in

the series contains a unique solution that might meet the stated goals. Some question sets might have

more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these

questions will not appear in the review screen.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email,

and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email

addresses.

Solution: Enable the customization to include Knowledge Management.

Does the solution meet the goal?

Options :

A : Yes

B : No

Answer: B

Question 5

You need to configure the chat channel.

What should you configure?

Options :

A : proactive chat

B : workstream

C : quick replies

D : persistent chat

Answer: B

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