HOTSPOT (Drag and Drop is not supported)You are a Dynamics 365 for Customer Service administrator. You enable full-text, relevance, and category search.You need to use the knowledge base search control to locate knowledge base articles that contain each of the following words anywhere in an article, regardless of which product an article refers to:-Elevator-Motor-SizingHow should you configure the search? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
Answer(s): A
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/basics/relevance-search-results
HOTSPOT (Drag and Drop is not supported)A company uses Dynamics 365 for Customer Service.You need to document the case resolution process.How are each of the cases resolved? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hub-user-guide-case-sla
HOTSPOT (Drag and Drop is not supported)You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.You approve some articles and revert some articles to draft status.For each action, what should you do next? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
A company uses Dynamics 365 for Customer Service. A case in the queue is routed to you.You will be going on a vacation.You need to assign the case to someone else.What should you do?
A company uses Dynamics 365 Customer Service.You are configuring the advanced similarity rules. You create a similarity rule on cases and put an exact match for the Modified On field in the Match Fields tab.You test the rule and discover that exact matches do not appear.You need to determine why the rule is not working.What are two possible reasons why the rule is not working? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.
Answer(s): B,E
https://docs.microsoft.com/en-us/dynamics365/customer-service/suggest-similar-cases-for-a-case
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