Question 1

A customer service organization plans to implement knowledge management for a custom entity named Root

Cause Analysis.

Users must be able to search, link, and rate knowledge articles. Users must be provided with suggested

knowledge articles.

You need to configure Dynamics 365 for Customer Service.

Which three actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options :

A : Navigate to the Knowledge Base Management Settings wizard. Then, navigate to Record types and select Root Cause Analysis.

B : Add a lookup to the article entity.

C : In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a knowledge base search control.

D : In Solution Explorer, expand the Root Cause Analysis entity and select Forms. Edit the main form and configure a subgrid for knowledge articles.

E : In Solution Explorer, select the Root Cause Analysis entity and then select Knowledge management.

Answer: A,C

Question 2

You are implementing Dynamics 365 Customer Service Insights.

The product manager would like to see product sales trends by age group. The groupings are as follows:

Ages 18 and younger

Ages 19-25

Ages 26-40

Ages 41-55

Ages 56 and older

You need to configure the system.

What should you define?

Options :

A : activity

B : measure

C : segment

D : member

Answer: B

Question 3

Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional

questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

Options :

A : Branching rule

B : Multiple-page survey

C : Multiple answer

D : Post-survey message

Answer: A

Question 4

A company uses Dynamics 365 Customer Service.

Agents provide incorrect responses when replying to customer issues.

You need to configure quick replies.

What should you do?

Options :

A : Add a macro in Smart assist.

B : Add a quick reply to a workstream.

C : Create a new quick reply with the category name as the title.

D : Create a new tag for each quick reply.

Answer: D

Question 5

You are a Dynamics 365 Customer Service administrator.

Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email

support only. Phone support 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?

Options :

A :

Set the value of the Total Terms field for an entitlement to 50. Set the entitlement channel option to Email.

Set the value of the Total terms value to 20.

B : Set the value of the Total Terms field for an entitlement to 20. Set the value of the entitlement channel option to Email.

C :

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 0.

Add the Phone option.

Set the value of the Total Terms field to 10.

D :

Set up an entitlement record for each account. Set the value of the Total Terms field to 20. Set the

entitlement channel to Web.

Set the value of the Total Terms field to 20.

Answer: B

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