Question 1

A company closes the business each year for nine business days.

You need to configure the system to reflect the business closure while minimizing the number of records that

you must create in the system.

What should you create?

Options :

A : nine customer service calendar records of a one-day duration

B : two holiday calendar records of a seven-day duration

C : three holiday schedule records of a three-day duration

D : one business closure record of a nine-day duration

Answer: D

Question 2

You manage a Dynamics 365 for Customer Service environment.

The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

You need to create the entitlement for the customer.

What should you do?

Options :

A : In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

B : Delete the old entitlement. Create a new entitlement template.

C : Create a new template with the dates and terms. Activate the template.

D : Make a copy of the old entitlement. Activate the copy.

Answer: D

Question 3

A company is implementing Omnichannel for Customer Service.

The company separates agents into teams for billing, new product inquiries, support, and warranty. The new

product team currently handles text messages, emails, and live chats from the company website.

The company plans to release a new product. Before the new product launch, the company wants to add the

ability to manage conversations coming in from Facebook and Twitter.

You need to configure the system with the least amount of effort.

What should you do?

Options :

A : Create a new resource characteristic.

B : Create a routing rule.

C : Create a new work stream for each channel.

D : Add the new channel to the existing work stream.

Answer: D

Question 4

You have been tasked with creating a phone call activity. You want to make sure that the activity appears on

the case record timeline.

Which of the following is the field that should be modified during the process?

Options :

A : Owner

B : Regarding

C : Attachments

D : Notes

Answer: B

Question 5

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

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