Question 1

A repair company offers five types of service-level agreements (SLAs). Customers can choose an SLA when

they purchase a service contract. You define routing and assignment rules to support the SLAs.

A service manager observes that outstanding service requests are not being automatically assigned by the

routing rules.

You need to resolve the issue.

What should you do?

Section: Describe Dynamics 365 Customer Service

Options :

A : Configure queue item views.

B : Configure the queue.

C : Create five new queues.

D : Create a view for the outstanding requests.

Answer: C

Question 2

You are a sales representative for a company.

Which Dynamics 365 Sales can you use to manage the sales pipeline?

Section: Describe Dynamics 365 Sales

Options :

A : Turning leads into opportunities

B : Tracking the asset history of a customer

C : Resolving an open case of a customer

D : Tracking service level agreements

Answer: A

Question 3

A company has a large number of technicians that work in the field.

You need to ensure that Dynamics 365 Field Service can automatically schedule work to minimize travel time for technicians.

What should you implement?

Options :

A : Schedule board

B : Unified routing for table records

C : Universal Resource Scheduling

D : Resource scheduling optimization

Answer: D

Question 4

A customer needs a cost-effective sales solution that can display current news about a lead or an account.

You recommend Microsoft Relationship Sales.

Which two products are included in Microsoft Relationship Sales? Each correct answer presents part of the

solution.

NOTE: Each correct selection is worth one point.

Section: Describe Dynamics 365 Sales

Options :

A :

Dynamics 365 Customer Insights

B :

Dynamics 365 Sales Enterprise

C :

Dynamics 365 Sales Insights

D : LinkedIn Sales Navigator

Answer: B,D

Question 5

A company uses Dynamics 365 Customer Service.

The company plans to use support queues to organize and monitor the progress of cases. Customer

support agents will select cases from queues in which they are members. Agents release case items if they

are not able to continue working on a case.

Which statement describes what happens when a case item is released from the queue?

Section: Describe Dynamics 365 Customer Service

Options :

A :

The case continues to remain in the agent’s personal queue until someone else selects the item from

the queue.

B : The case is removed from all queues.

C : The case is removed from the agent’s personal queue and returned to the original support queue.

Answer: C

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