NEW QUESTION 1
A user named User1 creates a knowledge base article. No other action has been taken. User! must modify the article.
You need to direct User1 to the view where the article is displayed. To which view should you direct User1?

• A. Scheduled Articles
• B. Unapproved Articles
• C. Draft Articles
• D. Inactive Articles

Answer: C

NEW QUESTION 2
You manage a Microsoft Dynamics 365 deployment You need to enable editable grids for an entity. What should you do?

• A. Customize the entity.
• B. Use the System Customizer tool.
• C. Configure the Microsoft Dynamics CRM for Outlook add-in.
• D. Modify the system settings.

Answer: B

NEW QUESTION 3
What are two examples of entitlement allotment options? Each correct answer presents a complete solution.

• A. Number of Channels
• B. Number of Products
• C. Number of Cases
• D. Number of Hours

Answer: CD

NEW QUESTION 4
You ship a replacement part to a customer.
The customer reports that they receive the incorrect part.
You need to initiate a process to return the product to the warehouse. What should you do?

• A. Create a new return merchandise authorization (RMA) record.
• B. Create a new return to vendor (RTV) record.
• C. Create a new Agreement record.
• D. Create a new Inventory Adjustment record.

Answer: A

NEW QUESTION 5
You implement the Unified Service Desk (USD). You plan to implement actions and replacement parameters. Which three symbols are valid replacement keys? Each correct answer presents a complete solution.

• A. ^
• B. -
• C. +
• D. $
• E. ~

Answer: ACD

NEW QUESTION 6
Which three statements regarding Voice of The Customer are true. Each correct answer presents a complete solution.

• A. The survey definition is stored in Microsoft Azur
• B. The survey response is temporarily stored in Azure Service Bus then later retrieved and stored in Microsoft Dynamics 365. Survey responses are deleted from Azure Service Bus after they are stored in Microsoft Dynamics 365.
• C. Collateral, such as themes and images, can be stored as web resources and included in solutions.
• D. Surveys can be included in solutions.
• E. Each new environment requires the creation of configuration records.
• F. Each survey contains three forms.

Answer: ADE

NEW QUESTION 7
You are creating a new single-stream dashboard. You plan to filter the dashboard based on cases. Which two components can you add to the dashboard? Each correct answer presents a complete solution.

• A. a tile that shows the count of open activities
• B. a stream that contains a public queue of cases
• C. a chart based on open activities
• D. a stream that shows a view of open activities

Answer: AC

NEW QUESTION 8
You need to implement Microsoft Power BI to analyze and visualize data.
Which two actions can you perform? Each correct answer presents a complete solution.

• A. Use iframes to display content
• B. Implement custom visualizations.
• C. Use a file that is stored in Microsoft OneDrive as a data source.
• D. Display the most recent version of the data always.

Answer: AB

NEW QUESTION 9
What are three functions of the Unified Service Desk (USD) Global Manager hosted control? Each correct answer presents a complete solution.

• A. Provide process flows to respond to agent request for help.
• B. Manage data for the session.
• C. Interpret window navigation rules.
• D. Provide escalation alerts to manage agents who need help.
• E. Provide data to the toolbar components and agent scripts.

Answer: BCE

NEW QUESTION 10
You are creating an interactive service hub dashboard.
You need to control the display color for data embedded in the chart
Which two field types should you configure? Each correct answer presents a complete solution.

• A. Floating Point Number
• B. Two Options
• C. Decimal
• D. Currency
• E. Option Set

Answer: BE

NEW QUESTION 11
You have a Microsoft Dynamics 365 environment and you are using Unified Service Desk (USD) in a call center scenario. Users must be able to ask their customers questions that will trigger defined follow on actions. You need to provide users with guidance for their customer interactions. What should you use?

• A. agent scripts
• B. knowledge management
• C. CRM dialogs
• D. CRM workflows

Answer: A

NEW QUESTION 12
You create a queue and assign it to a team. Which type of queue is created?

• A. Personal
• B. System
• C. Escalation
• D. Shared

Answer: D

NEW QUESTION 13
You install Microsoft Dynamics 365.
Which three knowledge base article templates are available? Each correct answer presents a complete solution.

• A. Solution to a Problem
• B. Standard KB Article
• C. Case Escalation
• D. Coverage Dates
• E. Procedure

Answer: ABE

NEW QUESTION 14
Which two of the following are valid routing rule actions? Each correct answer presents part of the solution.

• A. Cancel Case
• B. Send Email
• C. Assign to User/Team
• D. Route to Queue

Answer: CD

NEW QUESTION 15
Your organization has a custom entity.
You need to ensure that the custom entity is available from the interactive service hub. Which setting for the entity should you modify?

• A. Enable for knowledge management
• B. Enable for mobile
• C. Enable for interactive experience
• D. Enable for SLA

Answer: C

NEW QUESTION 16
What is a limitation of the Field Service mobile app?

• A. Windows 10 phones do not support the app.
• B. You cannot work offline.
• C. GPS locations are not available.
• D. You cannot create follow-ups.

Answer: C

NEW QUESTION 17
Your organization's Microsoft Dynamics 365 application is configured with the default setting for parent and child case You need to resolve a parent case.
Which statement is true?

• A. All child cases are automatically resolved when you resolve a parent case.
• B. You must resolve each child case before you can resolve the parent case.
• C. You must merge the parent and child cases before resolving the case.
• D. You can resolve the parent and child cases independently of each other.

Answer: D