A company has a service level agreement (SLA) that they will get a call back from the call center within three business days.The call center regular hours are Monday through Friday 8:00 a.m.-11:00 p.m. Eastern time.The call center is closed on New Year's Day and the day after New Year's. New Year's Day is on a Thursday this year.The company calls for support on the Tuesday before New Year's Day at 8:00 a.m.You need to determine the call center's deadline for the SLA.When will the call center miss their SLA?
Answer(s): C
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
You set a default entitlement for a customer.You need to ensure that the default entitlement is automatically associated with a case.What are two possible ways to achieve this goal? 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/dynamics365/customer-service/create-entitlement-define-support-terms-customerhttps://docs.microsoft.com/en-us/power-platform/admin/system-settings-dialog-box-service-tab
A customer’s entitlement is not available to assign to a case.You need to determine the cause of the customer’s issue.What are two possible reasons for the issue? 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/create-entitlement-define-support-terms-customer
DRAG DROP (Drag and Drop is not supported)You manage Dynamics 365 Customer Service. You have a routing rule set named Customer Resolution that assigns general inquiry cases to a queue named General Inquiry.You need to assign technical support cases to a queue named TechSupport.Which four 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.
Answer(s): A
https://docs.microsoft.com/en-us/dynamics365/customer-service/create-rules-automatically-route-cases
DRAG DROP (Drag and Drop is not supported)A service manager discovers a high number of cases in the agent queues. Cases are created manually but can be reassigned using a workflow or custom API.The manager needs to know whether cases are getting duplicated because of simultaneous case creation or simultaneous case assignment.You need to identify the number of cases that are created in each scenario.How many cases are created? To answer, drag the appropriate cases created options to the correct simultaneous actions. Each cases created option 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-service/set-up-queues-manage-activities-cases
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