NEW QUESTION 1
You use the interactive service hub for your daily work. You identify a knowledge base article that can assist with an open case for a customer.
You need to send the article to the customer. What should you do?

• A. Create a new email record and set the regarding object to the knowledge base article.
• B. Use Microsoft Skype for Business to send a link to the customer.
• C. Send a link to the customer by using Email a link.
• D. Search the knowledge base from within the case, and use the Link Article and Email Content option.

Answer: C

NEW QUESTION 2
You have access to the desktop version of Microsoft Excel and Excel Online. You need to perform a bulk update of data for 225 contacts.
What are two ways to achieve the goal? Each correct answer presents a complete solution.

• A. Open the data in Excel Online, make updates, and then save changes to Microsoft Dynamics 365.
• B. Export data as a dynamic pivot table, make updates, and then save changes to Microsoft Dynamics 365.
• C. Export the data as a static worksheet make updates, and then save changes to Microsoft Dynamics 365.
• D. Export the data as a static worksheet, make updates, and then import the data back into Microsoft Dynamics 365.

Answer: AD

NEW QUESTION 3
You need to provide quick ad-hoc analysis of data from within the Microsoft Dynamics 365 environment Which Export to Excel option should you use?

• A. Excel Online
• B. static worksheet
• C. dynamic worksheet
• D. dynamic pivot table

Answer: A

NEW QUESTION 4
You plan to combine two cases by using the merge case process. Which option can you specify?

• A. Set a parent case.
• B. Assign the case owner.
• C. Select which case to merge into another case.
• D. Indicate which fields should be set as the master field from each case record.

Answer: C

NEW QUESTION 5
You create a Voice of the Customer survey.
You need to configure an automatic response each time a customer completes the survey. Which feature or component should you use?

• A. rule
• B. piped data
• C. linked question
• D. Microsoft Azure Content Delivery Network (CDN)

Answer: A

NEW QUESTION 6
You need to search for a specific knowledge base article by number.
Which two options can you use? Each correct answer presents a complete solution.

• A. Service Area
• B. Relevance Search
• C. Categorized Search
• D. Article Template Quick Find

Answer: AC

NEW QUESTION 7
You create an entitlement for a customer. In the channels section of the entitlements page, you add email and assign 75 percent of the allocation to email.
Which of the following statements is true?

• A. 75 percent of cases created by the customer must be created by using emai
• B. Remaining cases cannot be created until another channel is added to the entitlement
• C. 25 percent of cases created by the customer must be created by using emai
• D. The remaining cases may be created with any other channel.
• E. All cases created by the customer must be created by using email.
• F. 75 percent of cases created by the customer must be created by using emai
• G. The remaining cases may be created with any other channel.

Answer: B

NEW QUESTION 8
You are creating a new knowledge base article about a known product defect After publishing the article, you discover an inaccuracy.
You need to correct the issue while maintaining a traceable history of what was published. What should you do?

• A. Use the update article option.B . Revert the article to draft status, fix the error, and then republish the article.
• B. Delete and recreate the article.
• C. Publish a minor revision to the article.

Answer: A

NEW QUESTION 9
You pick a case from a queue.
You determine that you cannot resolve the case, and plan to release the case back to the queue.
What effect does releasing the case to the queue have on record ownership?

• A. Ownership remains unchanged.
• B. Ownership is assigned based on the current routing rule.
• C. Ownership is reverted to the previous owner.
• D. Ownership of the record is assigned to the queue owner.

Answer: A

NEW QUESTION 10
A company plans to send out customer surveys. When a customer responds that they are not likely to recommend the company to a colleague, you need to display another question to gather additional information.
You need to configure the environment. What should you do?

• A. Modify piped data.
• B. Use a response routing rule.
• C. Add a business rule.
• D. Create an action rule.

Answer: B

NEW QUESTION 11
Which two statements regarding case routing are true? Each correct answer presents a complete solution.

• A. You can add a maximum of five routing rule items to a routing rule set
• B. A workflow is automatically created for each routing rule.
• C. A maximum of three routing rule sets can be active at the same time.
• D. You can route or assign a case to a user, queue, or team.

Answer: BD

NEW QUESTION 12
You have a Microsoft Dynamics 365 environment. You implement Field Service. You need to update a work order to indicate that you are traveling to the client Which field in the Field Service mobile app should you update?

• A. Booking Status
• B. Start Time
• C. Actual Arrival Time
• D. System Status

Answer: A

NEW QUESTION 13
Your organization uses the interactive service hub to manage cases. You need to interact with records in a stream that displays active cases.
Which two actions can you perform? Each correct answer presents a complete solution.

• A. Add to Queue
• B. Email a Link
• C. Send Direct Email
• D. Do Not Decrement Entitlement Terms

Answer: AD

NEW QUESTION 14
Which two statements regarding standard service-level agreements (SLAs) are true? Each correct answer presents a complete solution.

• A. Standard SLAs record failure time on the entity record itself.
• B. You can create SLAs for entities other than the Case entity.
• C. You can only pause enhanced SLAs.
• D. You must use an enhanced SLA to define multiple success criteria.

Answer: BC

NEW QUESTION 15
You need to enable the Map view for the schedule board. What should you do first?

• A. Enable service territories.
• B. Enable the connection to Bing Maps.
• C. Enable Custom Geolocation.
• D. Select a resource details view.

Answer: B

NEW QUESTION 16
What are the states a knowledge base article can be in?

• A. Activ
• B. Approved, Draft, Inactive, or Scheduled
• C. Active or Inactive
• D. Approved, Archived, Discarded, Draf
• E. Expired, or Scheduled
• F. Approved, Cancelle
• G. Draft Expire
• H. On Hold, or Scheduled

Answer: C

NEW QUESTION 17
Which three actions can you perform by using editable grids? Each correct answer presents a complete solution.

• A. Update a lookup fie4d to a custom entity.
• B. Edit records by using mobile clients.
• C. Group records by a specific column.
• D. Update a Customer Type lookup field.
• E. Update the value of an Owner lookup field.

Answer: ABC