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Microsoft Dynamics 365 Customer Service Functional Consultant Sample Questions (Q141-Q146):NEW QUESTION # 141
A company must standardize the management of web leads and leads generated across their internal and external sales teams.
You need to create an entitlement.
Which type of entitlement should you create?
Answer: C
Explanation:
Explanation
Omni-channel: An omni-channel solution offers two or more channel experiences to customers, and the customer experience is consistent across channels. The context of the case and customer is used to streamline the experience across apps. For example, a customer starts on a self-service portal but then starts a chat conversation. All the pages that the customer has opened are available to the agent.
By providing multi-channel or omni-channel solutions to your customer, you help guarantee that each customer can interact with your organization by using the option that's best for him or her. When you provide multi-channel or omni-channel solutions, you must also consider the effect on the organization. Although it's important to make sure that customers have a consistent experience when they work with the different channels, it's also important to remember that each channel is different.
Reference:
https://www.globalits.bh/how-customer-service-can-handle-entitlement-channels-in-dynamics-365/
NEW QUESTION # 142
You need to create and configure objects to support the requirements.
How should you configure the system? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
Graphical user interface, text, application Description automatically generated
NEW QUESTION # 143
You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.
You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:
Elevator
Motor
Sizing
How should you configure the search? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
NEW QUESTION # 144
You are a Dynamics 365 for Customer Service administrator.
Your company provides standard support contracts for 20 hours of email support. Phone 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?
Set the entitlement channel option to Phone.
Set the value of the Total terms value to 20.B. Set the value of the Total terms field for an entitlement to
Set the entitlement channel option to . Set the value of the Total terms field to 0.
Add the Phone option.
Set the value of the Total Terms field toC. Set the value of the Total terms field for an entitlement to 20.
Set the entitlement channel option to
Set the value of the Total terms field to
Add the Phone option. Set the value of the Total Terms field toD. 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 20.
Answer: C
NEW QUESTION # 145
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must beperformed 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:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse
NEW QUESTION # 146
......
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