Question 1

You are a Dynamics 365 Customer Service administrator.

Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email

support only. Phone support is offered as a premium service in allotments of 10 incidents.

You need to set up an entitlement template for the standard support.

What should you configure?

Options :

A :

Set the value of the Total Terms field for an entitlement to 50. Set the entitlement channel option to Email.

Set the value of the Total terms value to 20.

B : Set the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.

C :

Set the value of the Total terms field for an entitlement to 20. Set the entitlement channel option to Email.

Set the value of the Total terms field to 0.

Add the Phone option.

Set the value of the Total Terms field to 10.

D :

Set up an entitlement record for each account. Set the value of the Total Terms field to 20. Set the

entitlement channel to Web.

Set the value of the Total Terms field to 20.

Answer: B

Question 2

A company has a Customer Service deployment.

The company plans to implement macros.

You need to create and configure a macro.

Which connector should you use?

Options :

A : Viva Engage connector

B : Dataverse connector

C : Office 365 Outlook connector

D : Session connector

Answer: D

Question 3

You are a system administrator for Dynamics 365 for Customer Service.

All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent

cases must not be closed until all child cases are closed.

You need to configure cases.

What should you do?

Options :

A : Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

B : On the case entity, update the Parent case-Child case 1:N relationship field mapping to include all the required fields that should map from the parent case.

C : Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case-type fields to the list. The closure preference setting does not need to be changed. This is default behavior.

D : Validate that customer and case title fields have not been removed as fields that child cases inherit from parent cases. Add product and case type fields to the list. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

Answer: D

Question 4

A company closes the business each year for nine business days.

You need to configure the system to reflect the business closure while minimizing the number of records that

you must create in the system.

What should you create?

Options :

A : nine customer service calendar records of a one-day duration

B : two holiday calendar records of a seven-day duration

C : three holiday schedule records of a three-day duration

D : one business closure record of a nine-day duration

Answer: D

Question 5

You manage a Dynamics 365 for Customer Service environment.

The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

You need to create the entitlement for the customer.

What should you do?

Options :

A : In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

B : Delete the old entitlement. Create a new entitlement template.

C : Create a new template with the dates and terms. Activate the template.

D : Make a copy of the old entitlement. Activate the copy.

Answer: D

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