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Download Microsoft Dynamics 365 for Customer Service Exam Dumps
NEW QUESTION 39
You are customizing a Dynamics 365 for Customer Service implementation.
The call center manager requires a visual representation that includes the number of resolved cases by month for each call center agent. The chart must be visible to all users within the service area.
You need to create the chart.
Which three actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
NEW QUESTION 40
You manage Dynamics 365 Customer Service. You have a routing rule set named CustomerResolution that assigns general inquiry cases to a queue named GeneralInquiry.
You need to assign technical support cases to a queue named TechSupport.
Which four actions should you perform in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.
Answer:
Explanation:
1 - Create a queue named TechSupport
2 - Deactivate the routing rule named customerResolution
3 - Create a rule item named TechSupport,,,,,
4 - Activate CustomerResolution
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
NEW QUESTION 41
You are a system administrator for Dynamics 365 for Customer Service.
All child cases must inherit the product,customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.
You need to configure cases.
What should you do?
- A. Create a business rule.
- B. Set the closure preference setting toDon't allow parent case closure until all child cases are closed. In Settings, navigate to Customizations. On the case entity, update the Incident-Incident Resolution case relationship field mapping to include the fields.
- C. Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to l child cases are closed.
- D. Set the closure preference setting to closure until all child cases are closed.
Answer: C
NEW QUESTION 42
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