Question 1

You need to consider the underlined segment to establish whether it is accurate.

A customer service manager requires the Append access level to add new entitlement templates for customer

service representatives.

Options :

A : No adjustment required.

B : Organization

C : Business unit

D : Remove

Answer: B

Question 2

A customer service organization plans to implement knowledge management for a custom entity named Root

Cause Analysis.

Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested

knowledge articles.

You need to configure Dynamics 365 for Customer Service.

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

NOTE: Each correct selection is worth one point.

Options :

A : Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

B : Add a lookup to the article entity.

C : In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

D : In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

E : In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Answer: A,C

Question 3

Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service

representative.

You have been tasked with detecting and removing duplicate cases.

You decide to make use of business rules to achieve your goal.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: A

Question 4

You need to configure the portal for external customers.

What should you do?

Options :

A : Add table permissions to a web role.

B : Ensure the model-driven app is shared with all customers.

C : Ensure all customers have an Active Directory account.

D : Ensure all contact records are configured for portal use.

Answer: D

Question 5

You need to consider the underlined segment to establish whether it is accurate.

The status reason for a Cancelled case status will read Researching.

Options :

A : No adjustment required.

B : Waiting for details

C : Merged

D : On hold

Answer: C

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