HOTSPOT (Drag and Drop is not supported)You need to configure the survey.What should you configure? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
Answer(s): A
Box 1: Add branding to the surveyEach survey must be standardized to include the company logo and colors.Add branding to a survey You can customize the appearance of your survey to match your company's branding. This includes changing the color, font, or uploading a background image.1. To add branding to a survey2. Open the survey.3. On the Design tab, select Customization at the right side of the page, and then select Branding.4. Etc. Box 2: Add translations for the corresponding strings in the surveyCustomer surveys must be available in several languages to support global distribution.Step 1: Add additional languagesStep 2: Add translationsAfter adding the out-of-the-box languages and any custom languages, you can choose from two options for adding translations:Translate individual languages from the Dynamics 365 Customer Voice interfaceTranslate all languages in bulk, by using the Excel file
https://learn.microsoft.com/en-us/dynamics365/customer-voice/survey-brandinghttps://learn.microsoft.com/en-us/dynamics365/customer-voice/create-multilingual-survey
DRAG DROP (Drag and Drop is not supported)You need to set up question types to use for the survey.Which question types should you use? To answer, drag the appropriate question types to the correct requirements. Each question type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.NOTE: Each correct selection is worth one point.Select and Place:
Box 1: RatingRequirements. SurveysThe survey must include the following with minimum development effort:A list of questions that rate the service as poor, average, or great.RatingA Rating type question asks respondents to rate their answer by using stars, numbers, or smiley symbols.By default, the star symbol is selected. To change the symbol, select it from the Symbol list. You can also change the number of levels by selecting a value from the Levels list. For number and star, up to 10 levels are supported. For smiley symbol, up to five levels are supported.Box 2: Net Promoter ScoreA question that rates whether the customer would recommend the company.Net Promoter ScoreA Net Promoter Score type question asks a respondent to rate the likelihood of their recommending a product or service to a friend.Box 3: BranchingA question that asks if the customer would like to escalate a case.If yes, the survey must collect an email address and phone number for the customer.If no, another set of questions asking about open issue details must display.Branching rules allow you to customize the flow of your survey. You can show or hide questions, choose to navigate to another question or survey, or even open a website based on the response to a question. Branching rules make your surveys interactive and ensure that only relevant questions are displayed to respondents.If you have hidden a question from being displayed in a survey by using the Visible option, you can use the branching rule to display it based on the required response.
https://learn.microsoft.com/en-us/dynamics365/customer-voice/available-question-typeshttps://learn.microsoft.com/en-us/dynamics365/customer-voice/create-branching-rule
You are a customer service manager for a company using Dynamics 365 for Customer Service.You need to set up queues to manage support. You assign a team to each queue.What type of queue should you configure?
Answer(s): B
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-queues-manage-activities-cases
DRAG DROP (Drag and Drop is not supported)You are a Dynamics 365 Customer Service administrator.You need to implement queues to manage cases.Which queue types should you use? To answer, drag the appropriate queue types to the correct scenarios. Each queue type may be used once, more than once, or not at all. You may need to drag the split bar between panes or scroll to view content.NOTE: Each correct selection is worth one point.
HOTSPOT (Drag and Drop is not supported)You are a Dynamics 365 Customer Service administrator.Members of the customer support staff must not be available on public holidays in the year 2021.You need to configure holiday schedules.Which actions should you perform? 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/set-up-holiday-schedule
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