A customer uses Dynamics 365 for Customer Service.
Customer service representatives must be able to create knowledge base articles.
You need to ensure that all knowledge base articles are submitted for review and approval before they are made available to use.
Which four actions must beperformed in sequence? To answer, move the appropriate actions from the list of actions to the answer area and arrange them in the correct order.

Correct Answer:

References:
https://docs.microsoft.com/en-us/dynamics365/customer-engagement/customer-service/customer-service-hubuse

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A company implements Dynamics 365 for Customer Service. You are assigned a case.
You accidently close the case before completing your work.
You need to ensure that you can continue to work on the case.
What should you do?

• A.Change the status reason to In Progress
• B.Reactivate the case
• C.Reassign the case
• D.Clone the case

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You are using Dynamics 365 for Customer Service. You have existing routing rules.
You need to create a routing rule for cases and bulk-import cases.
Which actions should you perform? To answer, select the appropriate action in the dialog box in the answer area.
NOTE:Each correct selection is worth one point.

Correct Answer:

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Hotspot Question
A company is evaluating Dynamics 365 Customer Service Insights.
The company decides to use the sample data environment to expedite the evaluation process.
You need to recommend a dashboard.
Which dashboard should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.

Correct Answer:

Explanation:
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-kpi- summary
https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/dashboard-case- resolutions

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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.
Your company provides clients with Dynamics 365 for Customer Service Voice of the Customer employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?

• A.Yes
• B.No

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