QUESTION: 61

Customers submit suggestions, questions, and cases to a company by using the following channels:

-Submitting a case in a customer service portal.
-Emailing a support mailbox.
-Calling a telephone number.

The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?

Work orders
Queues
Work items
Activities

Answer(s): B

Explanation:

Cases are added to a queue.
Select Add to Queue to add a case to a queue.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/customer-service-hub-user-guide-create-a-case

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QUESTION: 62

A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.

Number of hours
Hours of service
Number of cases
Initial response time

Answer(s): A,C

Explanation:

Define what kind of support your customers are eligible for by creating entitlements in Dynamics 365 Customer Service. With entitlements, you specify the support term based on number of hours or number of cases. The customer's support level can vary based on the product or service that the customer has purchased.

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/create-entitlement-define-support-terms-customer

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QUESTION: 63

A company uses Dynamics 365 Field Service.
The maintenance manager wants to be able to add a list of questions to work orders to ensure that field technicians follow the same steps when servicing customer equipment.
You need to explain to the manager which features are available to meet the requirement.
Which feature should you use?

Connected Field Service
Inspections
Microsoft Customer Voice
Scheduling

Answer(s): B

Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/inspections

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QUESTION: 64

HOTSPOT (Drag and Drop is not supported)
A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality.
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:

See Explanation section for answer.

Answer(s): A

Explanation:

Reference:

https://docs.microsoft.com/en-us/dynamics365/field-service/schedule-with-travel-time

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QUESTION: 61

Explanation:

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QUESTION: 62

Explanation:

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QUESTION: 63

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QUESTION: 64

Explanation:

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