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QUESTION: 17 Exam Topic: Manage cases and Knowledge Management Questions

You are a customer service representative using Dynamics 365 for Customer Service.
You need to identify and eliminate duplicate cases.
What should you do?

Configure Dynamics 365 AI for Customer Service
Use business rules
Merge cases
Use parent-child case relationships

Answer(s): B

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QUESTION: 18 Exam Topic: Manage cases and Knowledge Management Questions

You are a system administrator for Dynamics 365 for Customer Service.

All child cases must inherit the product, customer name, case title, and case type from the parent case. Parent cases must not be closed until all child cases are closed.

You need to configure cases.
What should you do?

Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.
On the case entity, update the Parent case-Child case 1:N relationship field mapping to include the fields. Create a business rule on the case entity to prevent the parent from closing if it has one or more open child cases.
Create a business rule.
Add the product and case type fields as fields that child cases will inherit from the parent case. Set the closure preference setting to Don’t allow parent case closure until all child cases are closed.

Answer(s): D

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/define-settings-parent-child-cases

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QUESTION: 19 Exam Topic: Manage cases and Knowledge Management Questions

HOTSPOT (Drag and Drop is not supported)
You are a customer service representative working with cases in Dynamics 365 for Customer Service.
You need to manage several lists of cases with different criteria without others having access to those lists.

Which actions should you perform? To answer, select the appropriate configuration in the answer area.

NOTE: Each correct selection is worth one point.

See Explanation section for answer.

Answer(s): A

Explanation:

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QUESTION: 20 Exam Topic: Manage cases and Knowledge Management Questions

You manage Dynamics 365 for Customer Service.
You need to configure automatic case creation for emails received by customers who have a support contract.

What should you do?

Configure service level agreements to be on hold until a call can be made to the customer.
Create an automatic record creation and update rule. Set the source type to email. Configure the rule to send automatic email responses to customers when records are created.
Create an automatic record creation and update rule. Set the source type to service activity. Configure the rule to send automatic email responses to customers when records are created.
Create an automatic record creation and update rule. Set the source type to email. If a valid entitlement exists, configure the rule to create a case.

Answer(s): D

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QUESTION: 21 Exam Topic: Manage cases and Knowledge Management Questions

DRAG DROP (Drag and Drop is not supported)
You make a phone call regarding an existing case record.
You need to create a phone call activity that appears on the case record timeline.

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.