HOTSPOT (Drag and Drop is not supported)You are a Dynamics 365 Customer Service administrator.You need to categorize activities and cases by using queues.How should you categorize each record? 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/set-up-queues-manage-activities-cases
A company has the following business units:•Call center•Customer service•Digital response•EscalationThe security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.Which security role should you assign to the user?
HOTSPOT (Drag and Drop is not supported)You are configuring a Dynamics 365 for Customer Service instance.Customer service manager cannot create new entitlements for customer service representatives.You need to ensure that customer service managers can add new entitlement templates and knowledge base records for customer service representatives.Which access levels should you apply? To answer, select the appropriate options in the answer area.NOTE: Each correct selection is worth one point.
DRAG DROP (Drag and Drop is not supported)You are a Dynamics 365 for Customer Service system administrator.You need to create service-level agreements (SLAs) to meet company requirements.What SLA types should you use? To answer, drag the appropriate SLA types to the correct requirements. Each SLA 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.
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/define-service-level-agreements
Customer service representatives are not able to manually add service-level agreements (SLAs) to a record.You need to enable on-demand SLAs.What should you do?
Answer(s): D
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