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Question 1

A customer needs to know how data from third-party applications can be reported on in a Customer Service

Insights dashboard.

You need to advise the customer on how to display the data.

What should the customer use?

Options :

A : lead and opportunity data from Common Data Service

B : call intelligence data from Common Data Service

C : Bing web search for data creation data in Common Data Service

D : data integration data maps with Common Data Service

Answer: D

Question 2

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?

Options :

A : Personal

B : Private

C : Business unit

D : Public

Answer: B

Question 3

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 4

You are a help desk representative for an organization using Dynamics 365 Customer Service.

Users need to search within the system for similar cases. None of the out-of-the-box settings have been

changed.

You need to determine which search features are available for use by default.

Which two search features are available? Each correct answer presents a complete solution.

NOTE: Each correct selection is worth one point.

Options :

A : Advanced Find

B : Quick Find

C : Relevance Search

D : Full-text Quick Find

Answer: A,B

Question 5

You need to configure the system to meet the three-day and seven-day timeframes.

What should you configure?

Options :

A : Entitlement conditions

B : Workflows

C : Power Automate

D : Service Level Agreement conditions

Answer: D