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NEW QUESTION 43

You are a Dynamics 365 for Customer Service administrator.

Your company provides standard support contracts for 20 hours of email support. Phone is offered as a premium service in allotments of 10 incidents.

You need to set up an entitlement template for the standard support.

What should you configure?

  • A. Set the value of the Total terms field for an entitlement to 20.

    Set the entitlement channel option to Email. Set the value of the Total terms field to 20.
  • B. Set the value of the Total terms field for an entitlement to 20.

    Set the entitlement channel option to Email. Set the value of the Total terms field to 0.

    Add the Phone option.

    Set the value of the Total Terms field to 10.
  • C. Set the value of the Total terms field for an entitlement to 20.

    Set the entitlement channel option to Phone.

    Set the value of the Total terms value to 20.
  • D. Set the value of the Total terms field for an entitlement to 20.

    Set the entitlement channel option to Email.

    Set the value of the Total terms field to 10.

    Add the Phone option. Set the value of the Total Terms field to 10.

Answer: D

Explanation:

Section: Topic 3, Manage queues, entitlements, and SLAs

NEW QUESTION 44

You manage Dynamics 365 for Customer Service.

You need to create a list of holidays and ensure that existing service-level agreements (SLAs) observe those holidays.

Which three 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:

Explanation:



1 - Creat a holiday schedule and holidayrecords

2 - Create a customer service schedule and select the holiday schedule

3 - Update the SLA and select the customer service schedule

References:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/create-customerservice-schedule-define-work-hours

NEW QUESTION 45

You are a Microsoft Dynamics 365 for Customer Service administrator. You create an article for a knowledge base. A reviewer selects articles for review.

You approve some articles and revert some articles to draft status.

For each action, what should you do next? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Answer:

Explanation:

NEW QUESTION 46

You are a Dynamics 365 for Customer Service administrator.

Members of the customer support staff must not be available on public holidays in the year 2021.

You need to configure holiday schedules.

Which actions should you perform? To answer, select the appropriate options in the answer area.

NOTE: Each correct selection is worth one point.

Answer:

Explanation:



Explanation



References:

https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/set-up-holidayschedule

NEW QUESTION 47

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.

A company uses Dynamics 365 Customer Service Hub.

Customer service representatives must be able to perform a relevance search on name, phone number, email, and queue.

A customer service representative is not able to perform a relevance search for emails.

You need to ensure that the customer service representative can perform relevance searches for email addresses.

Solution: Configure interactive experience global filter.

Does the solution meet the goal?

  • A. No
  • B. Yes

Answer: A

NEW QUESTION 48

......