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NEW QUESTION 1

What are the states a knowledge base article can be in?

  • A. Activ
  • B. Approved, Draft, Inactive, or Scheduled
  • C. Active or Inactive
  • D. Approved, Archived, Discarded, Draf
  • E. Expired, or Scheduled
  • F. Approved, Cancelle
  • G. Draft Expire
  • H. On Hold, or Scheduled

Answer: C

NEW QUESTION 2

You have access to the desktop version of Microsoft Excel and Excel Online. You need to perform a bulk update of data for 225 contacts.
What are two ways to achieve the goal? Each correct answer presents a complete solution.

  • A. Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics 365.
  • B. Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.
  • C. Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.
  • D. Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.

Answer: AD

NEW QUESTION 3

What are two examples of entitlement allotment options? Each correct answer presents a complete solution.

  • A. Number of Channels
  • B. Number of Products
  • C. Number of Cases
  • D. Number of Hours

Answer: CD

NEW QUESTION 4

You create and activate an entitlement. The start and end dates for the entitlement are in the future. What is the status of the entitlement?

  • A. Not started
  • B. On Hold
  • C. Pending
  • D. Waiting

Answer: D

Explanation:
If the start and end date of the entitlement fall in the future, the status of the entitlement is set to Waiting. On the start date, the status automatically changes to Active. If the end date is in the past, the entitlement is set to Expired.

NEW QUESTION 5

You need to search for a specific knowledge base article by number.
Which two options can you use? Each correct answer presents a complete solution.

  • A. Service Area
  • B. Relevance Search
  • C. Categorized Search
  • D. Article Template Quick Find

Answer: AC

NEW QUESTION 6

You implement the Unified Service Desk (USD). Which two statements are true when creating a hosted control?

  • A. Fields that display on a form vary depending on the hosted control type.
  • B. You can set a default action for the control.
  • C. There are five total hosted control types available.
  • D. The owner for the hosted control cannot be changed.

Answer: AB

NEW QUESTION 7

Your organization uses enhanced service level agreements (SLA's).
You need to create a view that displays the SLA failure and succeeded time for data related to a case.
Which entity should you use to select the fields?

  • A. SLA
  • B. enhanced SLA C
  • C. SLA KPI Instance
  • D. SLA Item

Answer: D

NEW QUESTION 8

A customer returns a defective product You plan to ship the product back to the vendor for credit You need to initiate the return process to the vendor. Which type of record should you create?

  • A. return to vendor (RTV)
  • B. return merchandise authorization (RMA)
  • C. Inventory Adjustment
  • D. return merchandise authorization (RMA) receipt

Answer: C

NEW QUESTION 9

You have a Microsoft Dynamics 365 environment You implement Field Service.
A user named User1 is creating an agreement User1 attempts to set the agreement
booking dates and agreement invoice dates but reports that the options are disabled. You need to resolve the issue.
What should you do?

  • A. In System Settings, set the Fiscal Year End.
  • B. Set the work order duration.
  • C. Add the Customer Service Representative role to User1.
  • D. Set the agreement status to Active.

Answer: D

NEW QUESTION 10

You have a Microsoft Dynamics 365 environment that has no customization*. You are working in the interactive service hub with a single-stream dashboard for cases.
Which option can you use to filter cases?

  • A. Business process stage
  • B. T.tle
  • C. Product
  • D. Category

Answer: C

NEW QUESTION 11

Which three of the following are valid survey response actions?

  • A. Restart Survey
  • B. Toggle Visibility
  • C. Auto-Populate
  • D. End Survey
  • E. Chain Survey

Answer: BDE

NEW QUESTION 12

Which two statements regarding the Unified Service Desk (USD) debugger are true? Each correct answer presents a complete solution.

  • A. Yellow highlights are used to indicate a warning regarding an action call.
  • B. Red highlights are used to indicate the failure of an event
  • C. You can view a replacement parameter list.
  • D. You can run an action call on demand.

Answer: AB

NEW QUESTION 13

You attempt to delete a queue in Microsoft Dynamics 365. You are not able to delete the queue.
What are two possible reasons why you cannot delete the queue? Each correct answer presents a complete solution.

  • A. The queue contains a queue item.
  • B. The queue has a designated email address.
  • C. The queue is referenced by a routing rule.
  • D. The queue has a team owner.

Answer: AC

NEW QUESTION 14

Your organization uses the interactive service hub to manage cases. You need to interact with records in a stream that displays active cases.
Which two actions can you perform? Each correct answer presents a complete solution.

  • A. Add to Queue
  • B. Email a Link
  • C. Send Direct Email
  • D. Do Not Decrement Entitlement Terms

Answer: AD

NEW QUESTION 15

You need to create a goal record.
For which three fields must you enter data? Each correct answer presents a complete solution.

  • A. Time Period
  • B. Actual Value
  • C. Owner
  • D. Metric Type
  • E. Goal Metric

Answer: ACE

NEW QUESTION 16

You are a customer service agent that uses Unified Service Desk (USD). You search for a customer. You select a customer record from the search results and open the customer record.
How many sessions are created?

  • A. 1
  • B. 2
  • C. 3

Answer: C

NEW QUESTION 17

You create a service level agreement (SLA) that wilt fail after seven days. You select a service calendar that uses 24-hour work days and no holidays. Saturday and Sunday are configured to be non-working days.
If no action is taken, how many calendar days can pass before the SLA fails?

  • A. 5 days
  • B. 7 days
  • C. 9 days
  • D. 11 days

Answer: C

NEW QUESTION 18

You are a customer service agent in a call center. AH customer service agents use Unified Service Desk (USD) to respond to calls.
You need to respond to two calls from two different customers at the same time. What should you do?

  • A. Create one session for each customer.
  • B. Create two sessions and use connections to create a relationship between them.
  • C. Create one session and add each customer to a separate section on the form.
  • D. Create one session and add each customer to the related customer sub grid.

Answer: D

NEW QUESTION 19

You use the automatic creation and update rule feature to create case records automatically.
Which three source record types are available for automatically creating a case? Each correct answer presents a complete solution.

  • A. social activity
  • B. mailbox alert
  • C. survey activity
  • D. auto post
  • E. booking alert

Answer: ACE

NEW QUESTION 20

You manage a Microsoft Dynamics 365 deployment for Contoso, Ltd.
You need to provide users the URL to their Microsoft Dynamics 365 Online interactive service hub.
What is the URL format for the Microsoft Dynamics 365 Online interactive service hub?

  • A. hnps://www.microsoht.com/en-US/crynamics/crm-custo-customer-center/interactive- service-hub-user-s-guide.aspx#bkmk_Access
  • B. https://contoso.crm.dynamics.com/XRMServices/2011/Discovery.svc
  • C. https://contoso.crm.dynamics,com/engagementhub.aspx
  • D. https://contoso.crm.dynamics.com/main.aspx

Answer: C

NEW QUESTION 21

You are working with the Field Service mobile app in online mode.
Which two statements regarding data synchronization are true? Each correct

  • A. The user can choose when data synchronization occurs.
  • B. Data continuously synchronizes with the server.
  • C. You do not need to manually synchronize your device.
  • D. Information is downloaded to your device.

Answer: AD

NEW QUESTION 22

A company plans to send out customer surveys. When a customer responds that they are not likely to recommend the company to a colleague, you need to display another question to gather additional information.
You need to configure the environment. What should you do?

  • A. Modify piped data.
  • B. Use a response routing rule.
  • C. Add a business rule.
  • D. Create an action rule.

Answer: B

NEW QUESTION 23
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