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Download Microsoft Dynamics 365 Customer Service Functional Consultant Exam Dumps
NEW QUESTION 48
You need to configure each escalation scenario.
Which configuration should you use for each scenario? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Answer:
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-bot-virtual-agent
NEW QUESTION 49
You are a Dynamics 365 for Customer Service administrator.
You need to deactivate entitlements.
When should you deactivate entitlements? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
- A. A customer renews an entitlement for 100 more hours or one year.
- B. A customer calls and wants to know how many hours of support remain.
- C. A customer’s entitlement has ended and no more support is desired.
- D. You need to add notes to the customer’s entitlement.
- E. The customer must change remaining support hours from all email support to one-half email support and one-half phone support.
Answer: D,E
Explanation:
Section: Topic 3, Manage queues, entitlements, and SLAs
NEW QUESTION 50
You use Dynamics 365 for Customer Service.
You need to merge cases.
What is the outcome for the merge process? To answer, select the appropriate configuration in the answer area.
NOTE:Each correct selection is worth one point.
Answer:
Explanation:
NEW QUESTION 51
You are creating a survey using Voice of the Customer.
You need to embed the survey into a website and make it available to your customer.
What should you do?
- A. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
- B. Create a webpage on the website. Add the URL to link the Voice of the Customer Question: 78
- C. Add the iFrame URL to your website.
- D. Create the website. Add the URL to the Dynamics 365 site in your website.
- E. Create your Dynamics 365 portal. Display the Voice of the Customer page from within the main website page.
Answer: A
Explanation:
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
NEW QUESTION 52
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