Question 1

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

Question 2

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

You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer

want to receive them.

You add an unsubscribe link to the email message.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: A

Question 3

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 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

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.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1

and level2.

You need to set up the queues to meet the following requirements:

Users must have their own queues that no one else can access.

Users must not be able to view each other's queue.

Users must be able to work from the support queue.

Solution:

Set up each user queue to be private.

Set up level1 and level2 queues to be private and add applicable members.

Set up the support queue to be public.

Does the solution meet the goal?

Options :

A : Yes

B : No

Answer: B

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