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Microsoft Dynamics 365 Customer Service Functional Consultant Questions 14–18 (page: 29)

DRAG DROP (Drag and Drop is not supported)
A company uses Dynamics 365 Customer Service.
You need to implement queues to meet company requirements.

Which types of queues should you use? To answer, drag the appropriate queue types to the correct requirements. 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 working as a functional consultant for Dynamics 365 Customer Service. No changes have been made to security roles.

You need to ensure that customer service representatives can process cases that have service-level agreements (SLAs) and entitlements. You must grant only the minimum privileges required.

How should you configure security? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

•Users must have their own queues that no one else can access.
•Users must not be able to view each other's queue.
•Users must be able to work from the support queue.

Solution:
•Set up each user queue to be private.
•Set up level1 and level2 queues to be public and add applicable members.
•Set up the support queue to be public.

Does the solution meet the goal?

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

•Users must have their own queues that no one else can access.
•Users must not be able to view each other's queue.
•Users must be able to work from the support queue.

Solution:
•Set up each user queue to be private.
•Set up level1 and level2 queues to be public and add applicable members.
•Set up the support queue to be private.

Does the solution meet the goal?

Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.

After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.

You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.

You need to set up the queues to meet the following requirements:

•Users must have their own queues that no one else can access.
•Users must not be able to view each other's queue.
•Users must be able to work from the support queue.

Solution:
•Set up each user queue to be public.
•Set up level1 and level2 queues to be public and add applicable members.
•Set up the support queue to be public.

Does the solution meet the goal?