You are a help desk representative for an organization using Dynamics 365 Customer Service.Users need to search within the system for similar cases. None of the out-of-the-box settings have been changed.You need to determine which search features are available for use by default.Which two search features are available? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.
Answer(s): A,B
https://docs.microsoft.com/en-us/power-platform/admin/configure-relevance-search-organizationhttps://docs.microsoft.com/en-us/powerapps/user/search
You are a Dynamics 365 Customer Service administrator.You need to add a new status reason to the case entity.What are two possible ways to accomplish the goal? Each correct answer presents a complete solution.NOTE: Each correct selection is worth one point.
Answer(s): B,C
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-status-reason-transitions-case-management
HOTSPOT (Drag and Drop is not supported)You are using Dynamics 365 Customer Service. You are viewing a knowledge base (KB) article from a case record. Knowledge management is set up to use an external portal.You need to link the article to the case and share the article with the customer.What is the solution for each requirement? 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-service/find-knowledge-articles-within-record-dynamics-365
DRAG DROP (Drag and Drop is not supported)A Dynamics 365 Customer Service organization uses routing rules to escalate cases.Security roles have not been modified or created.You need to modify the routing rule set that is currently in use and enforce the principle of least privilege.Which five 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.
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
HOTSPOT (Drag and Drop is not supported)You are a Dynamics 365 Customer Service administrator.You must track issues submitted by customers.You need to configure case settings for the Service Management module.What should you configure? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
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