Question 1

You manage a Dynamics 365 for Customer Service environment.

The entitlement for a customer ended last month. The customer must renew the entitlement and use the same parameters as the expired entitlement.

You need to create the entitlement for the customer.

What should you do?

Options :

A : In the old entitlement, zero out the remaining terms and the total terms. Activate the entitlement.

B : Delete the old entitlement. Create a new entitlement template.

C : Create a new template with the dates and terms. Activate the template.

D : Make a copy of the old entitlement. Activate the copy.

Answer: D

Question 2

You need to configure the chatbot.

Which two actions should you perform? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

Options :

A : Add the chatbot to an existing human agent queue.

B : Configure context variables for the chatbot.

C : Enable a Power Virtual Agents chatbot to end conversations.

D : Create a chatbot queue and a human agent queue.

E : Enable AI suggestions with the chatbot.

Answer: B,D

Question 3

You are responsible for creating surveys via Voice of the Customer (VoC).

You want to make sure that clients who currently receive surveys are able to unsubscribe when they no longer

want to receive them.

You add an Unsubscribe check box after every question.

Does the action achieve your objective?

Options :

A : Yes, it does

B : No, it does not

Answer: B

Question 4

A company uses Dynamics 365 Customer Service. The app is shared by agents and the inventory department. The inventory department manages the products. The agents have read-only access.

Agents must have access to the products to add the products to cases. The agents do not need to view the products in the sitemap.

You need to prevent agents from viewing products in the sitemap while maintaining the ability for the inventory department.

What should you do?

Options :

A : Set product privileges to Basic for the agents.

B : Configure the site map subarea privileges of the product table.

C : Set product privileges to Local for the agents.

D : Configure the site map to remove the subarea where the product is displayed.

Answer: D

Question 5

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: Enable smart matching.

Does the solution meet the goal?

Options :

A : Yes

B : No

Answer: B

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