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NEW QUESTION 24
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
A company uses Dynamics 365 Customer Service Hub.
Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.
A customer service representative is not able to perform a relevance search for emails.
You need to ensure that the customer service representative can perform relevance searches for email addresses.
Solution: Enable the customization to include Knowledge Management.
Does the solution meet the goal?
- A. No
- B. Yes
Answer: A
NEW QUESTION 25
You are deploying a Unified Service Desk (USD) application.
For which three scenarios can you attach an action call? Each correct answer presents a complete solution.
- A. A toolbar button is clicked.
- B. An agent script is run or an answer is clicked.
- C. Client diagnostic logging is turned on.
- D. A window navigation rule is processed.
- E. A threshold is reached in a Microsoft Power BI report.
Answer: A,B,D
NEW QUESTION 26
You are a Dynamics 365 for Customer Service administrator.
You need to import cases from a file without applying routing rules.
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:
Explanation
References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-rulesautomatically
NEW QUESTION 27
A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.
The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.
The call center is closed on New Year’s Day and the day after New Year’s. New Year’s Day is on a Thursday this year.
The company calls for support on the Tuesday before New Year’s Day at 8:00 a.m.
You need to determine the call center’s deadline for the SLA.
When will the call center miss their SLA?
- A. The Monday after New Year’s Day at 8:00 a.m. Eastern time
- B. The Saturday after New Year’s Day at 8:00 a.m. Eastern time
- C. The Friday after New Year’s Day at 8:00 a.m. Eastern time
- D. The Tuesday after New Year’s Day at 8:00 a.m. Eastern time
Answer: D
Explanation:
Reference:
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
NEW QUESTION 28
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