Question 1

You are a Dynamics 365 Customer Service administrator.

Your company provides standard support contracts for a total of 20 hours of support. All 20 hours are for email

support only. Phone support 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?

Options :

A :

Set the value of the Total Terms field for an entitlement to 50. Set the entitlement channel option to Email.

Set the value of the Total terms value to 20.

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

C :

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.

D :

Set up an entitlement record for each account. Set the value of the Total Terms field to 20. Set the

entitlement channel to Web.

Set the value of the Total Terms field to 20.

Answer: B

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

A company has a Customer Service deployment.

The company plans to implement macros.

You need to create and configure a macro.

Which connector should you use?

Options :

A : Viva Engage connector

B : Dataverse connector

C : Office 365 Outlook connector

D : Session connector

Answer: D

Question 4

You are a customer service representative using Dynamics 365 for Customer Service.

You need to identify and eliminate duplicate cases.

What should you do?

Options :

A : Configure Dynamics 365 AI for Customer Service

B : Use business rules

C : Merge cases

D : Use parent-child case relationships

Answer: B

Question 5

You need to configure the system to meet the three-day and seven-day timeframes.

What should you configure?

Options :

A : Entitlement conditions

B : Workflows

C : Power Automate

D : Service Level Agreement conditions

Answer: D

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