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Microsoft Dynamics 365 Customer Service Functional Consultant Questions 12–16 (page: 14)

DRAG DROP (Drag and Drop is not supported)
You are a Dynamics 365 system administrator.
Your customer service team must define goal metrics to track and measure all resolved cases.

You need to create a goal metric with a rollup field.

In which order should you perform the actions? To answer, move all actions from the list of actions to the answer area and arrange them in the correct order.

DRAG DROP (Drag and Drop is not supported)
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.

HOTSPOT (Drag and Drop is not supported)
You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.

Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.

NOTE: Each correct selection is worth one point.

DRAG DROP (Drag and Drop is not supported)
A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.

You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.

Which four actions must be performed in sequence to enable Knowledgebase articles to be available for all Customer service reps when searching the knowledgebase? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

HOTSPOT (Drag and Drop is not supported)
A company implements Dynamics 365 for Customer Service.
Which status reason is used for each case status? To answer, select the appropriate option in the answer area.

NOTE: Each correct selection is worth one point.