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NEW QUESTION 1
You create a service level agreement (SLA) that wilt fail after seven days. You select a service calendar that uses 24-hour work days and no holidays. Saturday and Sunday are configured to be non-working days.
If no action is taken, how many calendar days can pass before the SLA fails?
- A. 5 days
- B. 7 days
- C. 9 days
- D. 11 days
Answer: C
NEW QUESTION 2
Which queue type is created when you add a user to Dynamics 365?
- A. System
- B. Personal
- C. Escalation
- D. Shared
Answer: D
NEW QUESTION 3
Which two security roles are created when you install the Field Service application? Each correct answer presents a complete solution.
- A. Field Service Administrator
- B. Field Service Dispatcher
- C. Field Service Representative
- D. Field Service Read Only
Answer: AB
NEW QUESTION 4
You have a Microsoft Dynamics 365 environment that has no customization*. You are working in the interactive service hub with a single-stream dashboard for cases.
Which option can you use to filter cases?
- A. Business process stage
- B. T.tle
- C. Product
- D. Category
Answer: C
NEW QUESTION 5
You release an item from a queue. What is the outcome?
- A. The current routing rule is applied.
- B. The value from the Worked By field is removed.
- C. The record is returned to the originating queue.
- D. The record is removed from the current queue and placed in the user's personal queue.
Answer: B
Explanation:
From the 81057AE_DYN365_AE_ENUS_01_CompanionGuide: “Should you release a queue
item, in other words, you are not able to work on it, your name is then removed from the worked by field and the item is no longer assigned to you.”
NEW QUESTION 6
You assign a case to a user named User A.
User A is not available to work on the case. The customer service manager moves the case to the queue for User B .
Which of the following statements is true?
- A. User A still owns the case, but the case is located in the queue for UserB .
- B. The customer service manager now owns the case.
- C. User B now owns the case.
- D. The case is not moved to the queue for User B until User A approves the move.
Answer: A
NEW QUESTION 7
What are the states a knowledge base article can be in?
- A. Activ
- B. Approved, Draft, Inactive, or Scheduled
- C. Active or Inactive
- D. Approved, Archived, Discarded, Draf
- E. Expired, or Scheduled
- F. Approved, Cancelle
- G. Draft Expire
- H. On Hold, or Scheduled
Answer: C
NEW QUESTION 8
You create a Voice of the Customer survey.
You need to configure an automatic response each time a customer completes the survey. Which feature or component should you use?
- A. rule
- B. piped data
- C. linked question
- D. Microsoft Azure Content Delivery Network (CDN)
Answer: A
NEW QUESTION 9
You have two similar cases. One case is named Case1 and the other is named Case2 Each case has a different parent case. You attempt to merge Case1 into Case2. What is
the result to the merge process?
- A. Case1 is merged into Case2 Activities and notes are combined under Case2.
- B. The cases will not merg
- C. Both cases will become child cases of the parent for Case2
- D. The cases will not merg
- E. Each case will remain parented to their original records.
- F. Case1 is merged into Case2 Activities and notes are combined under Case1.
Answer: C
NEW QUESTION 10
Which of the following capabilities is only available when using enhanced SLAs?
- A. pause an SLA
- B. use security roles to control SLA creation
- C. track Key Performance Indicators (KPIs)
- D. define failure actions
Answer: A
NEW QUESTION 11
A company plans to send out customer surveys. When a customer responds that they are not likely to recommend the company to a colleague, you need to display another question to gather additional information.
You need to configure the environment. What should you do?
- A. Modify piped data.
- B. Use a response routing rule.
- C. Add a business rule.
- D. Create an action rule.
Answer: B
NEW QUESTION 12
Which two statements regarding Microsoft Power BI dashboards are true? Each correct answer presents a complete solution.
- A. Visualizations can display up to 5,000 records.
- B. You can use Microsoft One Drive for Business as a data connection.
- C. You can examine data by using natural language capabilities.
- D. You can add up to six visualizations.
Answer: BC
NEW QUESTION 13
You have a Microsoft Dynamics 365 environment. You implement Field Service and create a Field Service Agreement for a specific account
Where should you define the preferred resource?
- A. Schedule Board Setting
- B. Booking Setup
- C. Field Service Settings
- D. Scheduler Field Service slot text template
Answer: B
NEW QUESTION 14
You are creating a new single-stream dashboard. You plan to filter the dashboard based on cases. Which two components can you add to the dashboard? Each correct answer presents a complete solution.
- A. a tile that shows the count of open activities
- B. a stream that contains a public queue of cases
- C. a chart based on open activities
- D. a stream that shows a view of open activities
Answer: AC
NEW QUESTION 15
Your organization uses enhanced service level agreements (SLA's).
You need to create a view that displays the SLA failure and succeeded time for data related to a case.
Which entity should you use to select the fields?
- A. SLA
- B. enhanced SLA C
- C. SLA KPI Instance
- D. SLA Item
Answer: D
NEW QUESTION 16
You create a service-level agreement (SLA). For which two of the following key performance indicators (KPIs) can you create actions? Each correct answer presents a complete solution.
- A. Escalate By
- B. Resolve By
- C. First Response By
- D. Close By
Answer: BC
NEW QUESTION 17
You need to provide quick ad-hoc analysis of data from within the Microsoft Dynamics 365 environment Which Export to Excel option should you use?
- A. Excel Online
- B. static worksheet
- C. dynamic worksheet
- D. dynamic pivot table
Answer: A
NEW QUESTION 18
You need to install and configure the Unified Service Desk (USD) client What should you do?
- A. Import the USD client as a solution.
- B. You must manually install the client.
- C. Deploy the USD client from the Microsoft Dynamics 365 server.
- D. Enable the USD client from System Settings.
Answer: B
NEW QUESTION 19
You are a customer service agent in a call center. AH customer service agents use Unified Service Desk (USD) to respond to calls.
You need to respond to two calls from two different customers at the same time. What should you do?
- A. Create one session for each customer.
- B. Create two sessions and use connections to create a relationship between them.
- C. Create one session and add each customer to a separate section on the form.
- D. Create one session and add each customer to the related customer sub grid.
Answer: D
NEW QUESTION 20
You implement the Unified Service Desk (USD). Which two statements are true when creating a hosted control?
- A. Fields that display on a form vary depending on the hosted control type.
- B. You can set a default action for the control.
- C. There are five total hosted control types available.
- D. The owner for the hosted control cannot be changed.
Answer: AB
NEW QUESTION 21
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