You work as a technician and receive your work assignments by using cases in Dynamics 365 Customer Service.You need to review the timeline for a case that you are managing.Which type of activity appears in the case timeline?
Answer(s): B
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a-case
HOTSPOT (Drag and Drop is not supported)A company plans to combine data from Dynamics 365 Customer Service with other Microsoft apps and services.For each of the following statements, select Yes if the statement is true. Otherwise, select No.NOTE: Each correct selection is worth one point.Hot Area:
Answer(s): A
https://docs.microsoft.com/en-us/dynamics365/customer-voice/connect-environment https://docs.microsoft.com/en-us/powerapps/maker/data-platform/use-powerbi-dataverse
A company implements Dynamics 365 Customer Service for their support desk.Agents resolve issues based on their own personal experiences or they must try to recreate the problem. This is causing customer satisfaction issues as resolution time is longer than expected and not consistent.You need to implement a solution to improve consistency of answers and ensure that agents can share their answers.What should you implement?
Answer(s): C
https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-knowledge-article
HOTSPOT (Drag and Drop is not supported) A company plans to implement Omnichannel for Customer Service.For each of the following statements, select Yes if the statement is true. Otherwise, select No.NOTE: Each correct selection is worth one point.Hot Area:
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-omnichannel
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