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Microsoft Dynamics 365 Customer Service Functional Consultant Questions 21–25 (page: 6)

You are a Dynamics 365 for Customer Service administrator.

You have been tasked with making sure that cases are automatically created for emails received by clients in possession of a support contract.

You have created an automatic record creation and update rule.
Which two of the following actions should you take NEXT?

You have been tasked with creating a phone call activity. You want to make sure that the activity appears on the case record timeline.

Which of the following is the field that should be modified during the process?

Your company makes use of Dynamics 365 for Customer Service.

You mistakenly close a case that had assigned to you prior to your work being completed. You want to open the case to carry on working on it.

Which of the following actions should you take?

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?

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

You have received articles that were created for a knowledge base from a reviewer.
Which of the following actions should be taken for articles that are approved?