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Question 1

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are preparing to merge duplicate cases.

Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases

have been merged?

Options :

A : The state of the case will change to Resolved and the state will change to Canceled.

B : The state of the case will change to Merged and the state will change to Merged.

C : The state of the case will change to Deleted and the state will change to Resolved.

D : The state of the case will change to Canceled and the state will change to Merged.

Answer: D

Question 2

You are a Dynamics 365 Customer Service administrator.

You are configuring a case dashboard.

You need to filter the dashboard to show only escalated cases and cases that are marked as Request.

Which filter should you use?

Options :

A : Timeframe

B : Priority

C : Global

D : Visual

Answer: C

Question 3

You need to ensure that claim disputes conform to the defined case life cycle.

What should you configure?

Options :

A : Related cases

B : Case Relationships

C : Timeline

D : Status Reason Transition

E : Subject

Answer: D

Question 4

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 5

A company has a Customer Service deployment.

The company plans to implement macros.

You need to create and configure a macro.

Which connector should you use?

Options :

A : Viva Engage connector

B : Dataverse connector

C : Office 365 Outlook connector

D : Session connector

Answer: D