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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q59-Q64):

NEW QUESTION # 59
You are configuring a single business process flow in Dynamics 365 for Customer Service.
You need to design the business process flow.
What should you do?

A. Use 40 steps per stage.B. Span the process across 10 unique entities.C. Combine multiple conditions in a rule by using both the AND and OR operators.D. Merge peer branches to a single stage when merging branches.

Answer: D

Explanation:
Explanation/Reference:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customize/enhance-business- process-flows-branching

NEW QUESTION # 60
You are configuring Dynamics 365 Customer Service.
Child cases must inherit the customer name and contact from the parent case when opened.
You need to configure the case inheritance.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

1 - Enter Service management.
2 - Select Parent and child case settings.
3 - Select the field to be inherited.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

NEW QUESTION # 61
You need to set up the system for cases going to supervisors.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Answer:

Explanation:

1 - In Service Management, create a Routing Rule set.
2 - Enter Name, Select Save, and select the plus sign to add a rule item
3 - Add conditions
4 - Save and activate.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases

NEW QUESTION # 62
You are a customer service manager for a company using Dynamics 365 for Customer Service.
You need to set up queues to manage support. You assign a team to each queue.
What type of queue should you configure?

A. Business unitB. PublicC. PrivateD. Personal

Answer: C

Explanation:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up- queues-manage-activities-cases

NEW QUESTION # 63
Your company uses Dynamics 365 Customer Service. You create the following support offerings. Customers must choose one of the three offerings.
* Email only
* Phone only
* Half phone and half email
You allocate 50 cases to each support offering.
You need to create the entitlement with terms that adhere to the support offerings.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

A. Create three entitlement templates with terms for 50 calls and 50 emails. Apply the template to the customers as they sign the support offering.B. Create a new entitlement for each new support offering for the customer, with terms equal to 50 phone calls and 50 emails.C. Create one entitlement template that includes the three different terms. Apply the template to the customer, and then remove the terms that do not apply.D. Create different entitlement templates for each set of terms. Apply the appropriate template to the customer.E. Create a new entitlement for each new support offering for the customer, with terms equal to 25 phone calls and 25 emails.

Answer: A,B

Explanation:
Explanation
Note: Quickly create other entitlements prefilled with the basic information like the start and end date, service level agreement (SLA), allocation type, and total term by using an entitlement template in Dynamics 365 Customer Service. For example, create a template for a standard entitlement, and then apply this template for every standard customer in your organization.
Template information include:
Total Term: Specify the total amount of support the customer is entitled to with respect to the allocation type.
For example, if the allocation type is number of cases and you specify 100 in Total term, then the customer is entitled to support up to 100 cases.
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-custom
https://docs.microsoft.com/en-us/dynamics365/customer-service/set-up-entitlements-templates

NEW QUESTION # 64
......

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