Question 1

Your company uses Dynamics 365 Customer Service.

You are designing a survey to send out each time a case closes. The survey must adapt to display additional

questions within the same survey if a customer chooses Dissatisfied as a survey answer.

You need to configure the survey.

Which feature should you use?

Options :

A : Branching rule

B : Multiple-page survey

C : Multiple answer

D : Post-survey message

Answer: A

Question 2

You manage a Dynamics 365 Customer Service environment. The company processes thousands of cases daily. Some cases are parent cases, but most are child cases.

When a child case is created, users report that they must re-enter information in fields from the parent case.

You need to ensure that, when a new child case is created from within the context of a parent case, information in specific fields from the parent case is passed to the child case fields.

What should you do?

Options :

A : Use a business rule.

B : Create a many-to-many relationship and update the data mapping.

C : Create a routing rule.

D : Update the attributes that the child case will inherit from the parent case.

Answer: D

Question 3

You are employed as an administrator for your company’s Dynamics 365 for Customer Service implementation.

You are preparing to merge duplicate cases.

Which of the following is TRUE with regards to the state of the case and the status after these duplicate cases

have been merged?

Options :

A : The state of the case will change to Resolved and the state will change to Canceled.

B : The state of the case will change to Merged and the state will change to Merged.

C : The state of the case will change to Deleted and the state will change to Resolved.

D : The state of the case will change to Canceled and the state will change to Merged.

Answer: D

Question 4

You make use of Dynamics 365 Customer Service. You have recently acquired Omnichannel for Customer

Service.

You want to make sure that an agent is unable to view a client’s credit card data in a live chat.

Which of the following actions should you take?

Options :

A : You should configure a business rule.

B : You should configure a data masking rule.

C : You should configure data encryption.

D : You should configure a routing rule.

Answer: B

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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