Question 1

Your company makes use of Dynamics 365 for Customer Service. You employed as a customer service

representative.

You have been tasked with detecting and removing duplicate cases.

You decide to make use of parent-child case relationships to achieve your goal.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: B

Question 2

You are a customer service schedule administrator.

A customer has a custom entity that requires its own schedule board.

You need to create the schedule board. You configure the custom entity in the Resource Scheduling

parameters.

What should you do next?

Options :

A : Add a new resource requirement. Add a new view for the custom entity.

B : Change the default entity name to the custom name. Create a new schedule board for the custom entity.

C : Disable the schedule board. Configure Resource Scheduling Optimization.

D : Configure the booking metadata. Create a new schedule board for the custom entity.

Answer: A

Question 3

You are customizing an Omnichannel for Customer Service implementation.

You configure the handoff process to Omnichannel for Customer Service from Power Virtual Agents. However,

customer conversations are not escalating to human agents.

You need to complete the configuration to resolve the issue.

Which two features should you configure? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options :

A : Smart Assist

B : session template for the bot

C : context variable

D : bot in an Omnichannel Queue

Answer: C,D

Question 4

You are configuring Dynamics 365 Customer Service workspaces. Users want to use minimal keystrokes and easy-to-use navigation to open multiple sessions. You need to configure the simplified navigation experience. What should you do?

Options :

A : Run the simplified navigation settings code in the browser console window within Dynamics 365 Customer Service.

B : Enable the appropriate features in the Power Platform admin center of the Dynamics 365 Customer Service environment.

C : Configure the settings in the Agent Experience area of the Customer Service Hub.

D : Configure the settings in the administration console.

Answer: D

Question 5

You are implementing Dynamics 365 Customer Service Insights.

The product manager would like to see product sales trends by age group. The groupings are as follows:

Ages 18 and younger

Ages 19-25

Ages 26-40

Ages 41-55

Ages 56 and older

You need to configure the system.

What should you define?

Options :

A : activity

B : measure

C : segment

D : member

Answer: B

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