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Question 1

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 2

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

Question 3

You are a Dynamics 365 Customer Service system administrator. You work with the Customer Service Hub

application.

You need to enable entities for service-level agreements (SLAs).

For which entity can you enable SLAs?

Options :

A : Contract

B : Business unit

C : KPIs

D : Customer service schedule

E : Holiday schedule

F : Account

Answer: A

Question 4

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

Question 5

You are a customer service representative using Dynamics 365 for Customer Service.

You need to identify and eliminate duplicate cases.

What should you do?

Options :

A : Configure Dynamics 365 AI for Customer Service

B : Use business rules

C : Merge cases

D : Use parent-child case relationships

Answer: B